References of "Delcourt, Cécile"
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See detailTransparency of nonprofit organizations: An integrative framework and research agenda
Dethier, Fanny ULiege; Delcourt, Cécile ULiege; Willems, Jurgen

Scientific conference (2021, May 03)

Over the past 20 years, as the study of transparency has evolved into a burgeoning multidisciplinary field, nonprofit scholars have developed an impressive body of research on the antecedents and outcomes ... [more ▼]

Over the past 20 years, as the study of transparency has evolved into a burgeoning multidisciplinary field, nonprofit scholars have developed an impressive body of research on the antecedents and outcomes of the transparency of nonprofit organizations (NPOs). From both theoretical and practical purposes, it is necessary to develop an overall picture of such antecedents and outcomes, to allow scholars and NPOs to understand why, when, and how transparency should be implemented. Current studies provide a fragmented view, focused on specific elements of NPO transparency; with a systematic literature review of 76 articles, this article offers both an integrative framework of the antecedents and outcomes of NPO transparency and an agenda for research, based on a critical analysis of the integrative framework. Four relevant research orientations emerge: (1) direction of NPO transparency, (2) distinguishing actual from perceived transparency, (3) the dark side of NPO transparency, and (4) NPO transparency contingency factors. Research along these four orientations could add nuance to existing knowledge of transparency and provide key insights with regard to why, when, and how transparency works. [less ▲]

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See detailCustomer Engagement with Preventive Health Technologies
Baiwir, Lisa ULiege; Dessart, Laurence ULiege; Delcourt, Cécile ULiege

Scientific conference (2021, April 23)

Preventive health behaviours can improve the wellbeing and general health of the population, as well as decrease healthcare costs. In order to encourage customers to adopt such behaviours, new ... [more ▼]

Preventive health behaviours can improve the wellbeing and general health of the population, as well as decrease healthcare costs. In order to encourage customers to adopt such behaviours, new technologies focusing on preventive health behaviours could be influential. Based on those insights, an investigation project is presented, which aims to explore customer engagement with preventive health technologies and deepen understanding regarding what drives such engagement, its outcomes and underlying processes. [less ▲]

Detailed reference viewed: 47 (7 ULiège)
See detailTransparency of nonprofit organizations: An integrative framework and research agenda
Dethier, Fanny ULiege; Delcourt, Cécile ULiege; Willems, Jurgen

Scientific conference (2021, April 20)

Over the past 20 years, as the study of transparency has evolved into a burgeoning multidisciplinary field, nonprofit scholars have developed an impressive body of research on the antecedents and outcomes ... [more ▼]

Over the past 20 years, as the study of transparency has evolved into a burgeoning multidisciplinary field, nonprofit scholars have developed an impressive body of research on the antecedents and outcomes of the transparency of nonprofit organizations (NPOs). From both theoretical and practical purposes, it is necessary to develop an overall picture of such antecedents and outcomes, to allow scholars and NPOs to understand why, when, and how transparency should be implemented. Current studies provide a fragmented view, focused on specific elements of NPO transparency; with a systematic literature review of 76 articles, this article offers both an integrative framework of the antecedents and outcomes of NPO transparency and an agenda for research, based on a critical analysis of the integrative framework. Four relevant research orientations emerge: (1) direction of NPO transparency, (2) distinguishing actual from perceived transparency, (3) the dark side of NPO transparency, and (4) NPO transparency contingency factors. Research along these four orientations could add nuance to existing knowledge of transparency and provide key insights with regard to why, when, and how transparency works. [less ▲]

Detailed reference viewed: 25 (1 ULiège)
See detailENERGIA: Transforming a public utility company into a customer-centric organization
Hazée, Simon; Mancini, Philippe; Laloux, Dimitri et al

Learning material (2020)

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See detailNonprofit Organizations’ Online Transparency: Conceptualization and Operationalization
Dethier, Fanny ULiege; Delcourt, Cécile ULiege

Scientific conference (2020, June)

Detailed reference viewed: 59 (11 ULiège)
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See detailExploring the Concept of Customer-Perceived Intimacy in Healthscapes
Martens, Carmen ULiege; Delcourt, Cécile ULiege

Scientific conference (2020, January 30)

Detailed reference viewed: 31 (9 ULiège)
See detailJoint conference between the Marketing departments of RWTH Aachen and HEC-Liège
Ferrara, Charlotte ULiege; Delcourt, Cécile ULiege; Crutzen, Nathalie ULiege

Scientific conference (2020, January 30)

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See detailExploring the Concept of Customer-Perceived Intimacy in Healthscapes
Martens, Carmen ULiege; Delcourt, Cécile ULiege

Conference (2020)

Background —It is recognized that servicescapes (i.e. the manmade physical surroundings in which a service takes place) both affect customer and employee attitudes and behaviours. This is particularly the ... [more ▼]

Background —It is recognized that servicescapes (i.e. the manmade physical surroundings in which a service takes place) both affect customer and employee attitudes and behaviours. This is particularly the case in healthcare servicescapes (i.e. healthscapes) as studies demonstrated that an improvement in the healthscape can contribute to positive outcomes such as enhanced healing process. However, little is known about such a relationship can happen. Accordingly, we examine the concept of customer-perceived intimacy (CPI) as improving healthscapes can contribute to positive outcomes through the creation of CPI. We focus on CPI as, in healthcare, the intimacy of the customers (i.e., patients) is often under stress as they have to relinquish privacy by disclosing embarrassing personal information and/or intimate body parts. Objective – Based on an extended multidisciplinary literature review and 30 in-depth interviews with mothers who delivered a baby at the hospital, this paper aims to explore the concept of customer-perceived intimacy (CPI) in healthscapes. The authors offer a conceptualization of CPI in healthscapes together with a conceptual framework to highlight both the antecedents (i.e., the design and architectural components of the healthscape) and the short-term and long-term outcomes of CPI. Results – The findings of this study suggest that there is considerable potential for intimate situations to be wrought with problems involving complexities associated with human cognition, emotions, physiological responses, and behaviours. Customer-perceived intimacy (CPI) is caused by a holistic combination of intangible (i.e. interpersonal) and tangible factors (i.e. design of the physical healthcare environment) within the healthscape. This leads to higher levels of understanding of service systems and their fundamental role in human well-being. The authors argue that healthscape design focused on CPI is necessary to make service systems more socially inclusive. Contribution – This research provides a conceptual framework. In doing so, a solid foundation for future inquiry has been laid. [less ▲]

Detailed reference viewed: 50 (11 ULiège)
See detailGuidelines for an Internship in Marketing
Delcourt, Cécile ULiege; Barbosa de Sousa, Patrick ULiege

Learning material (2020)

This document presents the general guidelines for an internship in marketing. It is specifically crafted for students enrolled in the specialized Master in Marketing at HEC Liège.

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See detailGuidelines for a Research Master Thesis in Marketing
Delcourt, Cécile ULiege; Barbosa, Patrick

Learning material (2020)

This document presents the general guidelines for a research master thesis in marketing. It is specifically crafted for students enrolled in the specialized Master in Marketing at HEC Liège.

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See detailService delivery system design for risk management in sharing-based product service systems: A customer-oriented approach
Hazée, Simon; Van Vaerenbergh, Yves; Delcourt, Cécile ULiege et al

in International Journal of Operations and Production Management (2020), 40(4), 459-479

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See detailTwenty-Seven Years of Service Research: A Literature Review and Research Agenda
Furrer, Olivier; Kerguignas, Jie; Delcourt, Cécile ULiege et al

in Journal of Services Marketing (2020), 34(3), 299-316

Purpose – The growing service sector has experienced several revolutions that have transformed the way services are created and delivered. In parallel, services increasingly pique the interest of scholars ... [more ▼]

Purpose – The growing service sector has experienced several revolutions that have transformed the way services are created and delivered. In parallel, services increasingly pique the interest of scholars, resulting in an expanding body of knowledge. Accordingly, it is time to reflect on extant service research, assess its boundaries, and think about its future. This paper aims to consider three research questions: How has service research evolved over the past 27years? Which articles have most influenced the evolution of service research in the past 27years? What are the most promisingresearchthemesforthefuture? Design/methodology/approach – To answer these questions, the authors analyze the contents of 3,177 service research articles published in ten majoracademicjournals between1993and August2019.Multiplecorrespondenceanalysis reveals theevolutionofkeyserviceresearch themesand theirunderlyingrelationships. Findings – The research themes are organized in a growth–share matrix with four quadrants (stars, question marks, cash cows and pets) and also combine into four research clusters (human resource management, organizational behavior and strategy, technology, and operations and customer behavior and marketing). Together with a specified list of influential articles that have shaped the evolution of service research, these insights suggest anagendaforresearch. Originality/value – Acknowledging the vast growth of service research, this study presentsan up-to-date picture of the discipline and an agenda to stimulatecontinuedresearch [less ▲]

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See detailThe History and Evolution of Hospital Design Strategies
Martens, Carmen ULiege; Herssens, Jasmien; Delcourt, Cécile ULiege

in Proceedings of the 8th Annual Conference - European Society for Disability Research (2019, September)

When improving our healthcare system, focus is currently put on physical improvement in space like improved hygiene, innovative devices, improved energy performance, improved ergonomics, ... An often ... [more ▼]

When improving our healthcare system, focus is currently put on physical improvement in space like improved hygiene, innovative devices, improved energy performance, improved ergonomics, ... An often overlooked key parameter is the focus on cognitive experiences of people (e.g. the psychic state of the patient, quality of live/work of staff, welcoming of the family). More research in design and a supportive design strategy is needed to understand the user perspectives within healthcare services to guide architects in their design process. This is where Design for All (EU), Universal Design (USA), or Inclusive Design (UK, AU) comes in. It is a design strategy which no longer considers the disabilities of the users but instead focuses on enabling and disabling conditions of the environment. However, the domain lacks design methods and parameters to link user experiences with the design principles. This study hypothesizes that many architectural design strategies for healthcare environments have a medical objective but neglect a Design for All-strategy with attention for abilities, emotions and experiences. A literature review is undertaken, and international hospitals are analysed by means of case study reviews and plan annotations. By exploring the historical evolution of hospital design, the paper attempts to identify the determinants which have shaped previous hospital design strategies. The evolution of hospital design is structured into different time frames which mark distinct directions in hospital design. Within each time frame, the role of the hospital as an institution, the design strategies, and the theory which supported design strategies are analysed. Design develops from needs, and the changing needs mark the evolution of the hospital facility. This reshaping of the hospital design may provide opportunities for generating new design conceptualizations. Consequently, insights may inspire the design community from a medical problem-solving design strategy towards a more socio-cultural design strategy. [less ▲]

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See detailDesign Supporting a‘Customer-Perceived Intimacy-Strategy in Healthcare Services
Martens, Carmen ULiege; Delcourt, Cécile ULiege; Herssens, Jasmien

in ICED2019: Responsible Design for Our Future (2019, July)

Given that we live in a time within a growing competitive healthcare market, the customer experience and healing opportunities are on top of the priority list. However, little attention has been dedicated ... [more ▼]

Given that we live in a time within a growing competitive healthcare market, the customer experience and healing opportunities are on top of the priority list. However, little attention has been dedicated on how to merge the disciplines of architecture, healthcare and management to create healthcare environments to enhance the customer experience and the healing process. The goal of this paper is to explore how design can foster customer-perceived intimacy within a healthcare context to achieve enhanced customer outcomes, such as customer well-being. Understanding the importance of customer-perceived intimacy is paramount, as customers are constantly exposed to intimate situations. The study suggest that there is potential for such situations to be wrought with problems involving complexities associated with human cognition, emotions, physiological responses, and behaviors. A literature review is undertaken to highlight the antecedents and the short-term and long-term outcomes of customer-perceived intimacy. As a result, the paper provides a conceptual framework that raises many questions that need to be answered. In doing so, a solid foundation for future inquiry has been laid. [less ▲]

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See detailCustomer-Perceived Intimacy through the Design of Healthscapes
Martens, Carmen ULiege; Delcourt, Cécile ULiege; Herssens, Jasmien

Poster (2019, July)

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See detailExploring the Concept of Customer-Perceived Intimacy in Healthscapes
Martens, Carmen ULiege; Delcourt, Cécile ULiege; Herssens, Jasmien

Conference (2019, June)

Detailed reference viewed: 77 (24 ULiège)
Peer Reviewed
See detailCustomer-Perceived Intimacy in Healthscapes: What Architects Design and Customers Experience
Martens, Carmen ULiege; Herssens, Jasmien; Delcourt, Cécile ULiege

Conference (2019, June)

Detailed reference viewed: 36 (8 ULiège)