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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 ▲]

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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)

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See detailEmployee perspectives on safety citizenship behaviors and safety violations
Chmiel, Nik; Laurent, Julie ULg; Hansez, Isabelle ULg

in Safety Science (2017), 93

Two studies investigate whether employees viewing discretionary safety activities as part of their job role (termed safety citizenship role definitions, SCRDs) plays an important part in predicting two ... [more ▼]

Two studies investigate whether employees viewing discretionary safety activities as part of their job role (termed safety citizenship role definitions, SCRDs) plays an important part in predicting two types of safety violation: routine violations conceptualized as related to an individual’s available cognitive energy or ‘effort’; and situational violations, which are those provoked by the organization (Reason, 1990). Study 1 showed SCRDs predicted situational violations only, and partially mediated the relationships between Perceived Management Commitment to Safety (PMCS) and work engagement with situational violations. These findings add to those by Hansez and Chmiel (2010), showing that routine and situational violations have predictors that differ. Study 1 findings also extend research reported by Turner et al. (2005), by showing that the effect of Job Control on SCRDs was mediated by both PMCS and work engagement. In study 2, participation in discretionary safety activities (safety participation) mediated the relationship between SCRDs and situational violations. Similar to study 1 The link between SCRDs and routine violations was non-significant and, strikingly, so was the link between safety participation and routine violations. These results support the view that processes involving SCRDs and safety participation are not cognitive-energetical in nature. In addition, study 2 findings extend previous work by Neal and Griffin (2006) by showing that SCRDs and safety knowledge partially mediated relationships between safety motivation and safety participation, whereas the direct effect of safety motivation on safety participation was non-significant. The results from both studies support the view that SCRDs are important in predicting situational violations. In study 2 SCRDs were shown to partially mediate the relationship between safety motivation and selfreported participation in discretionary safety activities (Safety Participation) which, in turn, related to situational violations. Interestingly there was no significant direct link between SCRDs and situational violations. These findings support the view that the effect of SCRDs on situational violations is fully mediated by participation in discretionary safety activities. [less ▲]

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See detailEmployee well-being and customer satisfaction in the context of work environment changes.
Cornelis, I.; Vlerick, P.; Hansez, Isabelle ULg et al

Conference (2005, May 15)

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See detailEmployees' Organizational Identification and Affective Organizational Commitment: An integrative approach
Stinglhamber, Florence; Marique, Géraldine; Caesens, Gaëtane et al

in PLoS ONE (2015), 10(4), 0123955

Although several studies have empirically supported the distinction between organizational identification (OI) and affective commitment (AC), there is still disagreement regarding how they are related ... [more ▼]

Although several studies have empirically supported the distinction between organizational identification (OI) and affective commitment (AC), there is still disagreement regarding how they are related. Precisely, little attention has been given to the direction of causality between these two constructs and as to why they have common antecedents and outcomes. This research was designed to fill these gaps. Using a cross-lagged panel design with two measurement times, Study 1 examined the directionality of the relationship between OI and AC, and showed that OI is positively related to temporal change in AC, confirming the antecedence of OI on AC. Using a cross-sectional design, Study 2 investigated the mediating role of OI in the relationship between three work experiences (i.e., perceived organizational support, leader-member exchange, and job autonomy) and AC, and found that OI partially mediates the influence of work experiences on AC. Finally, Study 3 examined longitudinally how OI and AC combine in the prediction of actual turnover, and showed that AC totally mediates the relationship between OI and turnover. Overall, these findings suggest that favorable work experiences operate via OI to increase employees' AC that, in turn, decreases employee turnover. [less ▲]

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See detailL'employeur est-il tenu d'être présent et actif lors d'un contrôle social?
Kefer, Fabienne ULg

in Revue de Jurisprudence de Liège, Mons et Bruxelles (2013), (36), 1861-1869

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See detailEmployment agencies in Belgium
Orianne, Jean-François ULg; Conter, Bernard

Conference (2004, June 11)

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See detailEmpowering biotechnology in southern Africa: establishment of a robust transformation platform for the production of transgenic industry-preferred cassava.
Chetty, C. C.; Rossin, C. B.; Gruissem, W. et al

in New biotechnology (2013), 30(2), 136-43

Knowledge and technology transfer to African laboratories and farmers is an important objective for achieving food security and sustainable crop production on the sub-Saharan African continent. Cassava ... [more ▼]

Knowledge and technology transfer to African laboratories and farmers is an important objective for achieving food security and sustainable crop production on the sub-Saharan African continent. Cassava (Manihot esculenta Crantz) is a vital source of calories for more than a billion people in developing countries, and its potential industrial use for starch and bioethanol in the tropics is increasingly being recognized. However, cassava production remains constrained by the susceptibility of the crop to several biotic and abiotic stresses. For more than a decade, biotechnology has been considered an attractive tool to improve cassava as it substantially circumvents the limitations of traditional breeding, which is particularly time-consuming and tedious because of the high heterozygosity of the crop. A major constraint to the development of biotechnological approaches for cassava improvement has been the lack of an efficient and robust transformation and regeneration system. Despite some success achieved in genetic modification of the model cassava cultivar Tropical Manihot Series (TMS), TMS 60444, in some European and U.S. laboratories, the lack of a reproducible and robust protocol has not allowed the establishment of a routine transformation system in sub-Saharan Africa. In this study, we optimized a robust and efficient protocol developed at ETH Zurich to successfully establish transformation of a commercially cultivated South African landrace, T200, and compared this with the benchmark model cultivar TMS 60444. Results from our study demonstrated high transformation rates for both T200 (23 transgenic lines from 100 friable embryogenic callus (FEC) clusters) compared with TMS 60444 (32 transgenic lines from 100 FEC clusters). The success in transforming landraces or farmer-preferred cultivars has been limited, and the high transformation rate of an industry-preferred landrace in this study is encouraging for a feasible transformation program for cassava improvement in South Africa (SA), which can potentially be extended to other countries in southern Africa. The successful establishment of a robust cassava transformation and regeneration system in SA demonstrates the relevance of technology transfer to sub-Saharan Africa and highlights the importance of developing suitable and reliable techniques before their transfer to laboratories offering less optimal conditions. [less ▲]

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See detailEmpowering NGS technologies for the study and diagnostic of plant viruses - European COST Action FA1407
Massart, Sébastien ULg; Gentit, Pascal; Olmos, Antonio et al

Poster (2015, June)

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See detailL'Empowerment au coeur des bouleversements induits par les TIC dans la gestion des ressources humaines
Blavier, André ULg

in RH Publica (2012), (4), 12-15

Observer l’influence des TIC (Technologies de l’Information et de la Communication” sur les ressources humaines à la lumière du seul débat “pour ou contre les réseaux sociaux dans l’entreprise ou ... [more ▼]

Observer l’influence des TIC (Technologies de l’Information et de la Communication” sur les ressources humaines à la lumière du seul débat “pour ou contre les réseaux sociaux dans l’entreprise ou l’organisation ?” est une approche bien trop restrictive. Les défis relatifs à l’évolution des ressources humaines s’inscrivent dans une perspective plus large, celle d’un environnement numérique global. Comme l’a souligné le rapport “Digital Economy Rankings 2010” d’IBM en collaboration avec l’Economist Intelligence Unit (The Economist): “Simply put, there are no alternatives but to become more digital with whatever assets are available”. Parmi ces “assets”, et contrairement à ce qu’un niveau d’automatisation toujours plus important pourrait laisser penser, les ressources humaines vont occuper une place absolument déterminante pour la compétitivité des territoires. [less ▲]

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See detailL'empowerment des patients.
BASSLEER, Bernard ULg; DOPPAGNE, Caroline ULg

in NOSO INFO (2014), XVIII(4),

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See detailL'empowerment des patients: pourquoi et comment.
BASSLEER, Bernard ULg; BOULANGER, Jean-Marie ULg; MENOZZI, Christel ULg

Conference (2014, July)

La participation du patient à ses soins et surtout son implication dans son projet de vie, depuis la loi des droits du patient, ont accéléré la réflexion sur son encadrement, principalement dans les ... [more ▼]

La participation du patient à ses soins et surtout son implication dans son projet de vie, depuis la loi des droits du patient, ont accéléré la réflexion sur son encadrement, principalement dans les maladies chroniques, pour faciliter sa sortie d’hospitalisation et son autonomisation. Nous en passons en revue les éléments principaux et nous suggérons quelques pistes simples. [less ▲]

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See detailEmpowerment en prison. Un nouvel enfermement ?
Absil, Gaëtan ULg

Conference (2011, November)

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See detailL'empreinte carbone mine-t-elle nos héros ?
Ozer, Pierre ULg

Article for general public (2015)

Nous avons établi un classement, certifié sans aucune valeur scientifique, de dix personnages populaires. Du plus écolo au plus polluant.

Detailed reference viewed: 27 (1 ULg)
See detailL’empreinte de Brecht en Belgique
Delhalle, Nancy ULg

Conference (2000, October 20)

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See detailL’empreinte de la théorie architecturale française sur les usages de la langue à Liège au XVIIIe siècle
Gilles, Isabelle ULg

Conference (2015, February 27)

Au XVIIIe siècle, l’influence française — plus précisément parisienne — sur les Pays-Bas méridionaux n’est plus à démontrer. C'est également le cas dans la principauté voisine de Liège, état d'Empire ... [more ▼]

Au XVIIIe siècle, l’influence française — plus précisément parisienne — sur les Pays-Bas méridionaux n’est plus à démontrer. C'est également le cas dans la principauté voisine de Liège, état d'Empire. Dans la capitale, les multiples liens avec la France imprègnent peu ou prou la société. Le phénomène se marque particulièrement dans l’emploi de la langue. En effet, les usages de la langue changent à Liège au fil du XVIIIe siècle : plus on avance vers la fin de l’Ancien Régime, plus les termes employés se rapprochent de ceux de la langue de France. Ces mots ou ces usages nouveaux se retrouvent dans la littérature française en circulation à Liège : romans, dictionnaires, encyclopédies… et traités d’architecture, lesquels apparaissent parfois dans la cité l’année même de leur publication. On observe aussi une disparition progressive des termes du wallon, le dialecte local, et leur remplacement par leurs équivalents français. Les saveurs locales, et sans doute des usages typiques, se perdent ou se transforment ainsi dans les lettres. Notre communication se penchera sur la question du vocabulaire architectural et technique employé à Liège. Nous observerons de quelle façon il évolue au XVIIIe siècle, notamment en regard des traités d’architecture, et de quelle manière il laisse ou non une empreinte sur le terrain. Nous découvrirons également le lien éminemment social qui unit les mots et l’architecture, au sein d’une société d’Ancien Régime strictement hiérarchisée, dans laquelle « chacun se doit mesurer selon son pied » (Philibert De l’Orme, 1567). [less ▲]

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See detailL’empreinte environnementale des pierres ornementales? Pour qui, pourquoi, comment?
Belboom, Sandra ULg; Renzoni, Roberto ULg; Tourneur, Francis ULg et al

Conference (2015, October 22)

Dans les matériaux de construction, la notion d’environnement et d’empreinte des produits devient de plus en plus importante que ce soit dans un cadre législatif ou comme objet de marketing. Dans ce ... [more ▼]

Dans les matériaux de construction, la notion d’environnement et d’empreinte des produits devient de plus en plus importante que ce soit dans un cadre législatif ou comme objet de marketing. Dans ce contexte, des études environnementales ont été réalisées sur divers produits belges en pierre bleue (dalles, bordures, marches) ainsi qu’en grès (pavés). Ces études ont été menées en utilisant la méthodologie de l’Analyse du Cycle de Vie (ACV) et ont permis de mettre en évidence les étapes prépondérantes de leur production dans une optique d’écoconception ainsi que de les comparer à d’autres produits sur le marché tels que leurs concurrents asiatiques. Les frontières du système comprennent les étapes depuis l’extraction des matières premières, en passant par la production des produits finis ainsi que leur transport sur chantier situé en Belgique. Cette présentation reprend le pourquoi et le comment d’une Analyse du Cycle de Vie, les différentes étapes nécessaires à l’application de l’ACV aux produits en pierre belge ainsi que les principaux résultats. Cette présentation permettra la mise en évidence de l’intérêt de l’ACV et des fiches de déclaration environnementale qui y sont associées ainsi que les perspectives qui peuvent en découler dans le domaine des matériaux et plus précisément pour les matières minérales. [less ▲]

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See detailEmpreinte néréitiforme du marbre noir de Denée, par Charles Fraipont. Rapport de C. Malaise
Malaise, Constantin ULg

in Annales de la Société Géologique de Belgique (1911), 38

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See detailL'empreinte sociétale : un nouvel indicateur de développement durable
Crutzen, Nathalie ULg

Scientific conference (2009, December 17)

Detailed reference viewed: 72 (6 ULg)