References of "Delcourt, Cécile"
     in
Bookmark and Share    
Peer Reviewed
See detailDelivering Bad News to Customers: An Employee Perspective
Delcourt, Cécile ULg; Gremler, Dwayne; Greer, Dominique

in Conferences proceedings of SERVSIG 2016 (2016, June)

Detailed reference viewed: 22 (2 ULg)
Peer Reviewed
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: 16 (0 ULg)
See detailBad News in Service Encounters: Ideas and Insights
Delcourt, Cécile ULg; Gremler, Dwayne

Conference (2016, March)

Detailed reference viewed: 29 (1 ULg)
Full Text
Peer Reviewed
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: 105 (10 ULg)
Full Text
See detailNouveaux modes de consommation, nouveaux modes de management
Delcourt, Cécile ULg

Conference given outside the academic context (2015)

Detailed reference viewed: 23 (4 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: 40 (4 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: 41 (6 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: 18 (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: 43 (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: 37 (4 ULg)
See detailPour enchanter vos clients ? Enchantez et engagez d’abord vos collaborateurs !
Delcourt, Cécile ULg

Article for general public (2015)

Detailed reference viewed: 20 (1 ULg)
See detailShould I Access or Should I Own? Consumers' Perceived risks in Collaborative Consumption
Hazee, Simon ULg; Delcourt, Cécile ULg; Van Vaerenbergh, Yves

Scientific conference (2014, November)

Detailed reference viewed: 30 (1 ULg)
See detailChouette, mon pare-brise est cassé !
Delcourt, Cécile ULg; De Zanet, Fabrice ULg

Article for general public (2014)

Detailed reference viewed: 28 (2 ULg)
Peer Reviewed
See detailDelivering Bad New in Service Encounters: a Customer Perspective
Delcourt, Cécile ULg; Gremler, Dwayne; van Riel, Allard et al

Conference (2014, June)

Detailed reference viewed: 11 (0 ULg)
See detailShould I Access or Should I Own? Perceived Risks as Barriers to Usage Intention of Access-Based Consumption
Hazee, Simon ULg; Delcourt, Cécile ULg; Van Vaerenbergh, Yves

Scientific conference (2014, April)

Detailed reference viewed: 36 (2 ULg)
Peer Reviewed
See detailShould I Access or Should I Own? Perceived Risks as Barriers to Collaborative Consumption
Hazee, Simon ULg; Delcourt, Cécile ULg; Van Vaerenbergh, Yves

Conference (2014)

Detailed reference viewed: 66 (4 ULg)
Peer Reviewed
See detailShould I Access or Should I Own?
Hazee, Simon ULg; Delcourt, Cécile ULg; Van Vaerenbergh, Yves

Conference (2014)

Detailed reference viewed: 37 (6 ULg)
Full Text
Peer Reviewed
See detailBilan des pratiques de veille stratégique au sein des PME wallonnes
Gretry, Anaïs ULg; Brandt, Céline ULg; Delcourt, Cécile ULg

in Revue Française du Marketing (2013)

Detailed reference viewed: 71 (17 ULg)