Dethier, F., Delcourt, C., & Dessart, L. (2023). Donor Perceptions of Nonprofit Organizations’ Transparency: Conceptualization and Operationalization. Nonprofit and Voluntary Sector Quarterly. doi:10.1177/08997640231211212 |
Ernens, S., Delcourt, C., Dessart, L., & Baiwir, L. (December 2022). Frontline Employees’ Attitude Toward Embodied Social Robots In Customer Service: An Integrative Framework And Empirical Test. Journal of Service Management Research, 6 (4). doi:10.5771/2511-8676-2022-4 |
Martens, C., Delcourt, C., & Petermans, A. (2022). Maternity Healthscapes: Conceptualization and Index Development. HERD, 15 (4). |
Hazee, S., Van Vaerenbergh, Y., Delcourt, C., & Warlop, L. (2019). Sharing Goods? Yuck, No! An Investigation of Consumers’ Contamination Concerns About Access-Based Services. Journal of Service Research, 22 (3), 256-271. doi:10.1177/1094670519838622 |
Delcourt, C., Gremler, D., De Zanet, F., & van Riel, A. (2017). An Analysis of the Interaction Effect between Employee Technical and Emotional Competencies in Emotionally Charged Service Encounters. Journal of Service Management, 28 (1), 85-106. doi:10.1108/JOSM-12-2015-0407 |
Hazee, S., Delcourt, C., & Van Vaerenbergh, Y. (2017). Burdens of Access: Understanding Customer Barriers and Barrier-Attenuating Practices in Access-Based Services. Journal of Service Research, 20 (4), 441-456. doi:10.1177/1094670517712877 |
Delcourt, C., Gremler, D., van Riel, A., & van Birgelen, M. (February 2016). Employee Emotional Competence: Construct Conceptualization and Validation of a Customer-Based Measure. Journal of Service Research, 19 (1), 72-87. doi:10.1177/1094670515590776 |
Delcourt, C. (2015). Nouveaux modes de consommation, nouveaux modes de management [Paper presentation]. Les talents de la relation clients, Paris, France. |
Gretry, A., Brandt, C., & Delcourt, C. (2013). Bilan des pratiques de veille stratégique au sein des PME wallonnes. Revue Française du Marketing. |
Delcourt, C., Gremler, D., van Riel, A., & van Birgelen, M. (January 2013). Effects of perceived employee emotional competence on customer satisfaction and loyalty: The mediating role of rapport. Journal of Service Management, 24 (1), 5-24. doi:10.1108/09564231311304161 |
Delcourt, C. (2011). THE ROLE OF CUSTOMER PERCEIVED EMPLOYEE EMOTIONAL COMPETENCE IN SERVICE ENCOUNTERS [Doctoral thesis, Radboud University]. ORBi-University of Liège. https://orbi.uliege.be/handle/2268/102216 |
Delcourt, C., Van Riel, A., van Birgelen, M., & Gremler, D. (2010). EMOCOMP! A customer based scale for measuring emotional competences in service employees. ORBi-University of Liège. https://orbi.uliege.be/handle/2268/160252. |