References of "Delcourt, Cécile"
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See detailThe Delivery of Bad News to Customers in Service Encounters: An Employee Perspective
Delcourt, Cécile ULg; Gremler, Dwayne; Greer, Dominique

Conference (2017, June)

During service encounters, customer contact employees often need to deliver bad news: unexpected information contrary to the customer’s wellbeing. For example, technicians regularly tell customers that ... [more ▼]

During service encounters, customer contact employees often need to deliver bad news: unexpected information contrary to the customer’s wellbeing. For example, technicians regularly tell customers that none of the data on their computer hard drive can be retrieved, veterinarians often inform owners that a beloved pet has cancer and cannot be cured, and airline staff regularly tell travelers that their flights have been cancelled due to bad weather. For some customer-contact employees, delivering bad news is an unavoidable, delicate, and emotionally-charged task that occurs regularly. Disclosing bad news can be highly stressful and perhaps detrimental for (1) customers, (2) customer- contact employees, and (3) service firms in general. Accordingly, it is crucial for service organizations to better understand bad news encounters (i.e., situations during which customer contact employees must deliver negative information) to better equip their managers and employees to deliver such news to customers. The topic of how to best deliver bad news has been broached in various disciplines, including the medical literature (e.g., Baile et al. 2000, 2002; Rosenbaum et al. 2004), the management literature (e.g., Bies 2013; Kothari, Shu, and Wysocki 2009), and the sociology literature (e.g., Clark and LaBeff 1986). These literatures have (1) examined the attitudes and emotions of the discloser of extreme bad news in very specific contexts, (2) identified the tactics used by disclosers, and (3) developed protocols for delivering extremely negative information. Surprisingly, studies of bad news delivered by contact employees are scarce in service research. Service failure and service recovery have received much attention, but this literature has two major gaps when it comes to understanding the delivery of negative information. First, service recovery research generally skips over the initial part of the process where employees first communicate bad news to customers, and instead focuses primarily on the process involved to resolve the situation. Second, there are many situations in which employees must deliver negative information to customers where it is clear that a service failure has not occurred (e.g., informing a customer that his 30-year old dishwasher is beyond repair). We use the critical incident technique (CIT) (Flanagan 1954; Gremler 2004) to analyze 200 incidents where service employees from a wide range of service sectors had to deliver bad news to a customer. [less ▲]

Detailed reference viewed: 50 (1 ULg)
See detailLe client au cœur de l’organisation ?
Delcourt, Cécile ULg

Article for general public (2017)

Une organisation est centrée sur ses clients (customer-centric organization) quand elle met le client au cœur de sa stratégie et de ses processus. Bien que mettre les clients au centre de l’organisation ... [more ▼]

Une organisation est centrée sur ses clients (customer-centric organization) quand elle met le client au cœur de sa stratégie et de ses processus. Bien que mettre les clients au centre de l’organisation peut sembler une évidence en théorie ; en pratique cela s’avère plus ardu. [less ▲]

Detailed reference viewed: 20 (1 ULg)
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See detailAn Analysis of the Interaction Effect between Employee Technical and Emotional Competencies in Emotionally Charged Service Encounters
Delcourt, Cécile ULg; Gremler, Dwayne; De Zanet, Fabrice ULg et al

in Journal of Service Management (2017), 28

Purpose—Customers often experience negative emotions during service experiences. The ways that employees manage customers’ emotions and impressions about whether the service provider is concerned for them ... [more ▼]

Purpose—Customers often experience negative emotions during service experiences. The ways that employees manage customers’ emotions and impressions about whether the service provider is concerned for them in such emotionally charged service encounters (ECSEs) is crucial, considering the criticality of the encounter. Drawing on cognitive appraisal theory, this study proposes that two key competencies—employee emotional competence (EEC) and employee technical competence (ETC)—affect negative customer emotions and customer satisfaction with employee response in ECSEs. Design/methodology—This study relies on a video-based experiment that depicts a customer involved in an ECSE as a service provider delivers bad news to him. The hypothesis tests use a two-way independent analysis of covariance. Results—Both emotional and technical competencies must be displayed to improve the customer experience in an ECSE. When EEC is low, ETC does not decrease negative customer emotions or increase customer satisfaction with employee response. When EEC is high, ETC instead has a significant impact on both customer outcomes. Practical implications—Managers must train employees to develop both technical and emotional competencies. Employees who demonstrate only one type cannot temper customers’ emotions or enhance their perceptions of the employees’ response as well as can those strong in both competencies. Originality/value—Using a video-based experiment, this study examines the moderating role of EEC in the relationship between ETC and two key aspects of the customer experience in an ECSE (negative customer emotions and customer satisfaction with employee responses) following the delivery of bad news. [less ▲]

Detailed reference viewed: 85 (12 ULg)
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See detailL'Expérience, l'Enjeu de Demain
Delcourt, Cécile ULg

Article for general public (2016)

Detailed reference viewed: 20 (1 ULg)
Peer Reviewed
See detailSharing a Car? Yuck, No! An Investigation of Consumer Contamination in Access-Based Services
Hazee, Simon ULg; Delcourt, Cécile ULg; Van Vaerenbergh, Yves

Conference (2016, June)

Detailed reference viewed: 18 (3 ULg)
Peer Reviewed
See detailSharing a Car? Yuck, No! An Investigation of Consumer Contamination in Access-Based Services
Hazee, Simon ULg; Delcourt, Cécile ULg; Van Vaerenbergh, Yves

Conference (2016, June)

Detailed reference viewed: 19 (1 ULg)
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See detailDelivering Bad News to Customers: An Employee Perspective
Delcourt, Cécile ULg; Gremler, Dwayne; Greer, Dominique

Conference (2016, June)

Detailed reference viewed: 43 (4 ULg)
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See detailI Am Very Sorry Sir! Breaking Bad News to Customers
Delcourt, Cécile ULg; GREMLER, Dwayne; GREER, Dominique

Conference (2016, May 31)

Detailed reference viewed: 35 (2 ULg)
See detailBad News in Service Encounters: Ideas and Insights
Delcourt, Cécile ULg; Gremler, Dwayne

Conference (2016, March)

Detailed reference viewed: 41 (1 ULg)
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See detailEmployee Emotional Competence: Construct Conceptualization and Validation of a Customer-Based Measure
Delcourt, Cécile ULg; Gremler, Dwayne; van Riel, Allard et al

in Journal of Service Research (2016), 19(1), 72-87

Customers often experience intense emotions during service encounters. Their perceptions of how well contact employees demonstrate emotional competence in emotionally charged service encounters can affect ... [more ▼]

Customers often experience intense emotions during service encounters. Their perceptions of how well contact employees demonstrate emotional competence in emotionally charged service encounters can affect their service evaluations and loyalty intentions. Previous studies examining employees’ potential to behave in emotionally competent ways (i.e., employee emotional intelligence [EEI]) have used self- or supervisor-reported scales to predict customer outcomes, presenting EEI as stable and independent of the context. However, service firms should be more concerned with the actual display of emotionally competent behaviors by employees (employee emotional competence [EEC]), because employee behaviors vary across encounters. Moreover, a customer perspective of EEC is useful as customer perceptions of employee performance are crucial predictors of satisfaction and loyalty. Therefore, this study proposes a conceptualization and operationalization of EEC in a service encounter context. On the basis of a comprehensive literature review and in-depth interviews, the authors develop a scale to capture customer-perceived EEC, defined as an employee’s competence in perceiving, understanding, and regulating customer emotions during a discrete service encounter. The scale achieves good reliability and validity. Researchers can use it to explore the role of EEC in service contexts; managers can employ the scale to diagnose EEC and improve customers’ service encounter experiences. [less ▲]

Detailed reference viewed: 130 (12 ULg)
See detailSharing Goods? Yuck, No! An Investigation of Consumer Contamination in Access-Based Services
Hazee, Simon ULg; Delcourt, Cécile ULg; Van Vaerenbergh, Yves

Scientific conference (2016, January)

Detailed reference viewed: 13 (2 ULg)
See detailSharing Goods? Yuck, No! An Investigation of Consumer Contamination in Access-Based Services
Hazee, Simon ULg; Delcourt, Cécile ULg; Van Vaerenbergh, Yves

Scientific conference (2015, November)

Detailed reference viewed: 17 (3 ULg)
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See detailNouveaux modes de consommation, nouveaux modes de management
Delcourt, Cécile ULg

Conference given outside the academic context (2015)

Detailed reference viewed: 36 (5 ULg)
Peer Reviewed
See detailSharing a Car? Yuck, No! An Investigation of Customer Contamination in Access-Based Services
Hazee, Simon ULg; Delcourt, Cécile ULg; Van Vaerenbergh, Yves

Conference (2015, July)

Detailed reference viewed: 54 (7 ULg)
Peer Reviewed
See detailDo Customers Dare to Share? Exploring Risk Perception and Reduction in Access-Based Services
Hazee, Simon ULg; Delcourt, Cécile ULg; Van Vaerenbergh, Yves

Conference (2015, May)

Detailed reference viewed: 56 (8 ULg)
Full Text
See detailTo delight your customers? Start to first delight and engage your employees!
Delcourt, Cécile ULg

Article for general public (2015)

Detailed reference viewed: 22 (1 ULg)
Peer Reviewed
See detailEmployee Emotional Competence: Its Nature, Importance, and Implications
Delcourt, Cécile ULg; Gremler, Dwayne; van Riel, Allard et al

Conference (2015)

Detailed reference viewed: 63 (0 ULg)
Peer Reviewed
See detailA Typology of Customer-Perceived Bad News in Service Encounters
Delcourt, Cécile ULg; Gremler, Dwayne; van Riel, Allard et al

Conference (2015)

Detailed reference viewed: 51 (4 ULg)