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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: 24 (1 ULg)
Peer Reviewed
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)
Peer Reviewed
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: 43 (7 ULg)
Full Text
See detailDelivering services: a balanced approach for Moldova
Porignon, Denis ULg

Conference given outside the academic context (2013)

Detailed reference viewed: 21 (0 ULg)
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Peer Reviewed
See detailDelivery Guarantees In Predictable Disruption Tolerant Networks
François, Jean-Marc; Leduc, Guy ULg

in Lecture Notes in Computer Science (2007, May), 4479

This article studies disruption tolerant networks (DTNs) where each node knows the probabilistic distribution of contacts with other nodes. It proposes a framework that allows one to formalize the ... [more ▼]

This article studies disruption tolerant networks (DTNs) where each node knows the probabilistic distribution of contacts with other nodes. It proposes a framework that allows one to formalize the behaviour of such a network. It generalizes extreme cases that have been studied before where either (a) nodes only know their contact frequency with each other or (b) they have a perfect knowledge of who meets who and when. This paper then gives an example of how this framework can be used; it shows how one can find a packet forwarding algorithm optimized to meet the delay/bandwidth consumption trade-off: packets are duplicated so as to (statistically) guarantee a given delay or delivery probability, but not too much so as to reduce the bandwidth, energy, and memory consumption. [less ▲]

Detailed reference viewed: 13 (2 ULg)
Peer Reviewed
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: 55 (1 ULg)
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Peer Reviewed
See detailDelivery of granulocyte-macrophage colony-stimulating factor in bioadhesive hydrogel stimulates migration of dendritic cells in models human papillomavirus-associated (pre)neoplastic epithelial lesions
Hubert, Pascale ULg; Evrard, Brigitte ULg; Maillard, Catherine ULg et al

in Antimicrobial Agents and Chemotherapy (2004), 48(11), 4342-4348

Because of the central role of dendritic cells and/or Langerhans cells(DC/LC) in the induction of cellular immune responses, pharmacological agents that modulate the recruitment of these cells might have ... [more ▼]

Because of the central role of dendritic cells and/or Langerhans cells(DC/LC) in the induction of cellular immune responses, pharmacological agents that modulate the recruitment of these cells might have a clinical interest. The present study was designed to evaluate the capacity of several pharmaceutical formulations to topically deliver granulocyte-macrophage colony-stimulating factor (GM-CSF) on human papillomavirus (HPV)-associated genital (pre)neoplastic lesions. The formulations were evaluated for their bioactivity and for their potential to recruit DC in organotypic cultures of HPV-transformed keratinocytes. We found that a bioadhesive polycarbophil gel (Noveon) at pH 5.5 is able to maintain the bioactivity of GM-CSF at 4 or 37°C for at least 7 days, whereas a decreased activity of GM-CSF was observed when the molecule is included in other polymer gels. GM-CSF incorporated in the polycarbophil gel was also a potent factor in enhancing the colonization of DC into organotypic cultures of HPV-transformed keratinocytes since the infiltration of DC in the in vitro-formed (pre)neoplastic epithelium was very low under basal conditions and dramatically increased in the presence of GM-CSF gel. We next demonstrated that GM-CSF incorporated in polycarbophil gel induces the recruitment of human DC in a human (pre)neoplastic epithelium grafted into NOD/SCID mice. The efficacy of GM-CSF in this formulation was equivalent to that observed with liquid GM-CSF. These results suggest that GM-CSF incorporated in polycarbophil gel could play an important role in the recruitment of DC/LC in mucosal surfaces and be useful as a new immunotherapeutic approach for genital HPV-associated (pre)neoplastic lesions. [less ▲]

Detailed reference viewed: 37 (4 ULg)
Peer Reviewed
See detailDelivery of Single Polymer Chains on a Target Substrate by AFM Mechanochemistry
Cuenot, S.; Jérôme, Christine ULg; Gabriel, Sabine ULg et al

Conference (2003, May 22)

Detailed reference viewed: 3 (0 ULg)
See detailDelivery of single polymer chains on a target substrate by AFM mechanochemistry
Cuenot, Stéphane; Jérôme, Christine ULg; Gabriel, Sabine ULg et al

Poster (2004, May 27)

Detailed reference viewed: 13 (3 ULg)
Full Text
See detailDélivrable 14 (B) : Rapport Final du Projet Pollusol 2 : Introduction générale / Analyse transversale des résultats / Conclusions et perspectives
Pereira, Benoït; Titeux, Hugues; Schneider, Arnaud et al

Report (2012)

Detailed reference viewed: 114 (17 ULg)
Full Text
See detailDélivrable 16 (A) : Rapport intermédiaire global présentant les travaux réalisés et les résultats acquis à la date du 5 février 2010
Pereira, Benoît; Schneider, Arnaud; Titeux, Hugues et al

Report (2010)

Detailed reference viewed: 41 (12 ULg)