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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 ▲]

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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: 38 (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: 32 (2 ULg)
See detailBad News in Service Encounters: Ideas and Insights
Delcourt, Cécile ULg; Gremler, Dwayne

Conference (2016, March)

Detailed reference viewed: 38 (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: 115 (11 ULg)
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See detailEmployee Emotional Competence: Its Nature, Importance, and Implications
Delcourt, Cécile ULg; Gremler, Dwayne; van Riel, Allard et al

Conference (2015)

Detailed reference viewed: 57 (0 ULg)
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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: 47 (4 ULg)
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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: 23 (1 ULg)
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See detailEffects of perceived employee emotional competence on customer satisfaction and loyalty: The mediating role of rapport
Delcourt, Cécile ULg; Gremler, Dwayne; van Riel, Allard et al

in Journal of Service Management (2013), 24(1), 5-24

Purpose – During service encounters, emotionally competent employees are likely to succeed in building rapport with their customers, which in turn leads to customer satisfaction and loyalty. However, the ... [more ▼]

Purpose – During service encounters, emotionally competent employees are likely to succeed in building rapport with their customers, which in turn leads to customer satisfaction and loyalty. However, the relationship between emotional competence and rapport has not been empirically examined. In the present study, we investigate effects of customer perceived employee emotional competence (EEC) on satisfaction and loyalty. We also examine how and to what extent rapport mediates these effects. Design/methodology/approach – Drawing on the theory of affect-as-information, suggesting that emotions inform human behavior, we develop a structural model and test it on a sample of 247 customers in a personal service setting. Findings – Customer perceptions of EEC positively influence customer satisfaction and loyalty. Rapport partially mediates both effects. Practical implications – The extent to which customers perceive employees as emotionally competent is strongly correlated with the development of rapport, customer satisfaction, and loyalty. Managers of high-contact services should therefore pay attention to emotional competence when hiring new employees, and/or encourage and train existing employees to develop this type of competence. Originality/value – Previous studies have used employee self-reports or supervisor reports of EEC, essentially capturing an employee’s potential to behave in an emotionally competent way. We extend emotional competence theories with a customer perspective: the present study is the first to capture customer perceptions of employees’ emotional competence. [less ▲]

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See detailTwo Decades of Service Marketing Research: Mapping the New Frontiers of the Discipline
Furrer, Olivier; Delcourt, Cécile ULg; Gremler, Dwayne

Conference (2013)

Detailed reference viewed: 42 (3 ULg)
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See detailSorry Sir, Your Flight has been Cancelled! The Role of Employee Competencies in Emotionally Charged Service Encounters
Delcourt, Cécile ULg; Gremler, Dwayne; Van Riel, Allard et al

Conference (2012)

Detailed reference viewed: 24 (0 ULg)
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See detailDelivering bad news to customers: The role of employee emotional and technical competences
Delcourt, Cécile ULg; Van Riel, Allard ULg; van Birgelen, Marcel et al

Conference (2011, July)

Detailed reference viewed: 40 (7 ULg)
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See detailEMOCOMP! A customer based scale for measuring emotional competences in service employees
Delcourt, Cécile ULg; Van Riel, Allard ULg; van Birgelen, Marcel et al

E-print/Working paper (2010)

Detailed reference viewed: 33 (1 ULg)