Delcourt, C., Gremler, D. D., & Greer, D. A. (2025). Breaking bad news: How frontline employees cope with bad news disclosure to customers. Journal of the Academy of Marketing Science. doi:10.1007/s11747-024-01079-w |
Fleissig, J., Delcourt, C., & Steils, N. (2025). Patient-Centricity in the Pharmaceutical Industry: A Review and Research Agenda. International Journal of Consumer Studies, 49 (1). doi:10.1111/ijcs.70012 |
Baiwir, L., Dessart, L., & Delcourt, C. (24 September 2024). Consumer engagement with preventive health technologies: a double-edged sword for consumer wellbeing. Journal of Consumer Affairs, 58 (4), 872-904. doi:10.1111/joca.12603 |
Ferrara, C., Delcourt, C., & Crutzen, N. (2024). Strategic Repositioning Towards Sustainability: The Case of a Family-business in Roasted Coffee. (HEC Liège – Management School of the University of Liège). The Case Centre. |
Delcourt, C. (2024). Emotions in service encounters: a review and research agenda. In A Research Agenda for Service Marketing (pp. 93-129). Edward Elgar Publishing. doi:10.4337/9781803923178.00014 |
Dethier, F., Delcourt, C., & Dessart, L. (2024). Donor Perceptions of Nonprofit Organizations’ Transparency: Conceptualization and Operationalization. Nonprofit and Voluntary Sector Quarterly, 53 (5), 1230-1260. doi:10.1177/08997640231211212 |
Fleissig, J., Delcourt, C., & Steils, N. (2024). Patient-Centricity in the Pharmaceutical Industry: Systematic Literature Review [Paper presentation]. SERVSIG 2024, Bordeaux, France. |
Fleissig, J., Delcourt, C., & Steils, N. (2024). Conceptualizing Patient Centricity in the Pharmaceutical Industry: A Systematic Literature Review [Paper presentation]. SERVSIG, Bordeaux, France. |
Fleissig, J., Steils, N., & Delcourt, C. (2024). Conceptualizing Patient-Centricity in the Pharmaceutical Industry: A Systematic Literature Review [Paper presentation]. Journée internationale du marketing de la santé, Paris, France. |
Fleissig, J., Steils, N., & Delcourt, C. (2024). Conceptualizing Patient Centricity in the Pharmaceutical Industry: A Systematic Literature Review [Paper presentation]. Journée internationale du marketing de la santé, Paris, France. |
Baiwir, L., Dessart, L., & Delcourt, C. (18 December 2023). Immersion vs. achievement gamification mechanisms and their influence on consumer engagement and wellbeing [Paper presentation]. Journée du Marketing Belge Francophone, Louvain-La-Neuve, Belgium. |
Fleissig, J., Steils, N., & Delcourt, C. (14 December 2023). Systematic Exploration of Patient Centricity in the Pharmaceutical Industry: Antecedents, Outcomes, and Comparative Analysis with Healthcare [Paper presentation]. HEC Marketing Seminar, Liège, Belgium. |
Dethier, F., Delcourt, C., & Willems, J. (November 2023). Transparency of nonprofit organizations: An integrative framework and research agenda. Journal of Philanthropy and Marketing, 28 (4). doi:10.1002/nvsm.1725 |
Fleissig, J., Delcourt, C., & Steils, N. (2023). Patient Centricity in the Pharmaceutical Industry: an Illustrated Concept. |
Baiwir, L., Dessart, L., & Delcourt, C. (16 June 2023). The role of contrasting gamification mechanisms on consumer engagement, and its influence on consumer stress and wellbeing [Paper presentation]. Frontiers in Service, Maastricht, Netherlands. |
Baiwir, L., Dessart, L., & Delcourt, C. (04 May 2023). Am I feeling better? Exploring the relationship between consumer engagement with preventive health technologies and wellbeing [Paper presentation]. HEC Liège Research Day, Liège, Belgium. |
Fleissig, J., Steils, N., & Delcourt, C. (2023). Beyond-the-Pill: Patient Centricity in the Pharmaceutical Industry [Paper presentation]. Belgian Service Research Day. |
Martens, C., Delcourt, C., & Petermans, A. (2023). Patient Intimacy: Conceptualization, Theoretical Framework and Research Agenda [Paper presentation]. Frontiers in Services, Maastricht, Netherlands. |
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 |
Delcourt, C. (20 September 2022). Bad News in Service Encounters, research seminar organized by Open University, Heerlen, The Netherlands [Paper presentation]. Research seminar. |
Baiwir, L., Dessart, L., & Delcourt, C. (05 September 2022). Customer engagement with preventive health technologie: can gamification be detrimental? [Paper presentation]. 2nd International Workshop on Gamification and Motivational Technologies (GAMOTEC). |
Martens, C., Delcourt, C., & Petermans, A. (23 August 2022). Maternity Healthscapes: Conceptualization and Index Development [Paper presentation]. ‘Enabling health, care and well-being through design research’ is the title of ARCH22 – the 5th Architecture Research Care and Health (ARCH) conference. |
Baiwir, L., Dessart, L., & Delcourt, C. (24 June 2022). Exploring the factors that drive customers to engage with preventive health technologies [Paper presentation]. Frontiers in Service 2022, Boston, United States - Massachusetts. |
Martens, C., Delcourt, C., & Petermans, A. (17 June 2022). Patient Intimacy: Conceptualization and Theoretical Framework [Paper presentation]. 12th SERVSIG. |
Martens, C., Delcourt, C., & Petermans, A. (June 2022). Aandacht voor intimiteit in zorgcontexten. Viewz, 2. |
Delcourt, C. (30 May 2022). The Journey to Get Three Doctoral Dissertation Essays Published, research seminar organized by Hohenheim University, Stuttgart, Germany [Paper presentation]. Research seminar. |
Delcourt, C. (02 May 2022). Patient Intimacy: Conceptualization and Theoretical Framework, research seminar organized by Center on Consumer and Marketing Strategy (CCMS), Namur University, Belgium [Paper presentation]. Center on Consumer and Marketing Strategy (CCMS), Namur, Belgium. |
Delcourt, C. (24 February 2022). The Role of Emotions in Service Encounters, research seminar organized by Fribourg University, Switzerland [Paper presentation]. Research seminar. |
Baiwir, L., Dessart, L., & Delcourt, C. (2022). Exploring the factors that drive customers to engage with preventive health technologies [Paper presentation]. SERVSIG, Glasgow, United Kingdom. |
Martens, C., Delcourt, C., & Petermans, A. (2022). Maternity Healthscapes: Conceptualization and Index Development. HERD, 15 (4). |
Dethier, F., Delcourt, C., & Willems, J. (05 October 2021). Transparency of nonprofit organizations: An integrative framework and research agenda [Paper presentation]. 8th EMES International Research Conference on Social Enterprise, Zaragoza, Spain. |
Ferrara, C., Delcourt, C., & Crutzen, N. (18 June 2021). Overview of consumers’ barriers towards circular business models: The perspective of circular fashion businesses [Paper presentation]. Business and Society Research Seminar 2021 - Business and society in times of crises: (Re)searching for new directions, Belgium. |
Martens, C., & Delcourt, C. (2021). Exploring the concept of customer-perceived intimacy in healthscapes. In Proceedings from the 4th Conference on Architecture Research Care & Health (pp. 139-145). |
Ferrara, C., Delcourt, C., & Crutzen, N. (19 May 2021). Overview of consumers’ barriers towards Circular Business Models (CBMs): The perspective of circular fashion businesses [Paper presentation]. EMAN/CSEAR CONFERENCE 2021 - Accounting for sustainable development in the anthropocene, France. |
Dethier, F., Delcourt, C., & Willems, J. (03 May 2021). Transparency of nonprofit organizations: An integrative framework and research agenda [Paper presentation]. Séminaire de recherche de l'UER économie, Liège, Belgium. |
Baiwir, L., Dessart, L., & Delcourt, C. (23 April 2021). Customer Engagement with Preventive Health Technologies [Paper presentation]. Belgian Service Research Day, Belgium. |
Dethier, F., Delcourt, C., & Willems, J. (20 April 2021). Transparency of nonprofit organizations: An integrative framework and research agenda [Paper presentation]. Séminaire de recherche du Centre d'Economie Sociale, Liège, Belgium. |
Delcourt, C., & Dardenne, B. (2021). Coup de Pouce au Développement Durable: La Technique du Nudging [Paper presentation]. Les Midis du Green Office. |
Martens, C., & Delcourt, C. (2021). Mamma Mia! How to Manage Complex Patient Experiences in Maternity. |
Delcourt, C. (2021). How to kill two birds with one stone? Developing ethically and sustainability minded future marketers in a consumer behavior course [Paper presentation]. Pourquoi et comment intégrer le développement durable dans vos dispositifs pédagogiques. |
Delcourt, C. (2021). Developing ethically and sustainability minded future marketers in a consumer behavior cours [Paper presentation]. Pourquoi et comment intégrer le développement durable dans les dispositifs pédagogiques, Woluwe-Saint-Lambert, Belgium. |
Hazée, S., Mancini, P., Laloux, D., & Delcourt, C. (2020). ENERGIA: Transforming a public utility company into a customer-centric organization. (HEC Liège Business case written with ngage consulting). Paris, France: Centrale de Cas et de Médias Pédagogiques (CCMP). |
Dethier, F., & Delcourt, C. (June 2020). Nonprofit Organizations’ Online Transparency: Conceptualization and Operationalization [Paper presentation]. Business & Society Research Seminar, Namur, Belgium. |
Ferrara, C., Delcourt, C., & Crutzen, N. (30 January 2020). Joint conference between the Marketing departments of RWTH Aachen and HEC-Liège [Paper presentation]. Joint conference between the Marketing departments of RWTH Aachen and HEC-Liège, Aachen, Germany. |
Martens, C., & Delcourt, C. (30 January 2020). Exploring the Concept of Customer-Perceived Intimacy in Healthscapes [Paper presentation]. RWTH Aachen University Research Day. |
Delcourt, C., & Barbosa de Sousa, P. (2020). Guidelines for an Internship in Marketing. |
Delcourt, C., & Barbosa, P. (2020). Guidelines for a Research Master Thesis in Marketing. |
Furrer, O., Kerguignas, J., Delcourt, C., & Gremler, D. (2020). Twenty-Seven Years of Service Research: A Literature Review and Research Agenda. Journal of Services Marketing, 34 (3), 299-316. doi:10.1108/JSM-02-2019-0078 |
Hazée, S., Van Vaerenbergh, Y., Delcourt, C., & Kabadayi, S. (2020). Service delivery system design for risk management in sharing-based product service systems: A customer-oriented approach. International Journal of Operations and Production Management, 40 (4), 459-479. doi:10.1108/IJOPM-08-2019-0581 |
Martens, C., & Delcourt, C. (2020). Exploring the Concept of Customer-Perceived Intimacy in Healthscapes [Paper presentation]. 13th World Congress for Design & Health: LESS IS MORE. |
Martens, C., Herssens, J., & Delcourt, C. (2019). The History and Evolution of Hospital Design Strategies. In Proceedings of the 8th Annual Conference - European Society for Disability Research. |
Martens, C., Delcourt, C., & Herssens, J. (2019). Design Supporting a‘Customer-Perceived Intimacy-Strategy in Healthcare Services. In ICED2019: Responsible Design for Our Future. doi:10.1017/dsi.2019.97 |
Martens, C., Delcourt, C., & Herssens, J. (July 2019). Customer-Perceived Intimacy through the Design of Healthscapes [Poster presentation]. 10th International Conference on Applied Human Factors and Ergonomics (AHFE 2019), Washington, United States. |
Martens, C., Delcourt, C., & Herssens, J. (June 2019). Exploring the Concept of Customer-Perceived Intimacy in Healthscapes [Paper presentation]. ARCH19: 4th Conference on Architecture Research Care & Health, Trondheim, Norway. |
Martens, C., Herssens, J., & Delcourt, C. (June 2019). Customer-Perceived Intimacy in Healthscapes: What Architects Design and Customers Experience [Paper presentation]. ARCH19: 4th Conference on Architecture Research Care & Health, Trondheim, Norway. |
Furrer, O., Kerguignas, J., Delcourt, C., & Gremler, D. (April 2019). Service research: A Literature Review and Research Agenda [Paper presentation]. 6th Belgian Service Research Day, Antwerp, Belgium. |
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 |
Martens, C., Delcourt, C., & Herssens, J. (22 June 2018). The Impact of the Servicescape on Customer Intimacy in Healthcare Services [Paper presentation]. Business & Society Seminar 2018, Mannheim, Germany. |
Martens, C., Delcourt, C., & Herssens, J. (30 May 2018). The Impact of the Servicescape on Customer Intimacy in Healthcare Services [Paper presentation]. HEC Research Day, Liège, Belgium. |
Martens, C., Delcourt, C., & Herssens, J. (27 April 2018). Universal Design in Healthcare Servicescapes: Uncovering Multisensory Customer Experiences among Visually Impaired Patients to Enhance Service Convenience and Customer Intimacy [Paper presentation]. 5th Belgian Service Research Day, Namur, Belgium. |
Martens, C., Delcourt, C., & Herssens, J. (23 March 2018). Universal Design in Healthcare Servicescapes: Uncovering Multisensory Customer Experiences among Visually Impaired Pateints to Enhance Service Convenience and Customer Intimacy [Paper presentation]. 4ème JOURNEE DE RECHERCHE EN MARKETING DU GRAND EST, Mons, Belgium. |
Delcourt, C., Greer, D., & Gremler, D. (March 2018). Delivering Bad News: A Service Employee Perspective [Paper presentation]. Service Research Seminar, United States. |
Delcourt, C., Gremler, D., & Greer, D. (June 2017). The Delivery of Bad News to Customers in Service Encounters: An Employee Perspective [Paper presentation]. Quality in Services (QUIS), Maastricht, Netherlands. |
Hazee, S., Delcourt, C., & Van Vaerenbergh, Y. (June 2017). Burdens of Access: Understanding Customer Barriers and Barrier-Attenuating Practices Related to Access-Based Services [Paper presentation]. 21st EMAN Conference, Liège, Belgium. |
Hazee, S., Delcourt, C., Van Vaerenbergh, Y., & Kabadayi, S. (April 2017). How to Reduce Rejection of Service Innovations? Uncovering Consumers’ Desired Organizational Actions in Access-Based Services [Paper presentation]. Internal Research Seminar, Gabelli School of Business, Fordham University (USA), New York, United States. |
Delcourt, C. (23 February 2017). The Disclosure of Bad News to Customers in Services: Integrative Framework and Agenda for Future Research [Paper presentation]. Research seminar, Queensland University of Technology, Brisbane, Australia. |
Delcourt, C. (2017). Le client au cœur de l’organisation ? La Libre Belgique. |
Dadyko, O., Carbonnelle, B., Hazee, S., & Delcourt, C. (2017). BSimple, Embrace the digital transformation. (HEC Liege, unpublished business case written in close collaboration with nGage Consulting, Services Marketing and Management). |
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. (2016). L'Expérience, l'Enjeu de Demain. Cultures Services. |
Delcourt, C., Gremler, D., & Greer, D. (June 2016). Delivering Bad News to Customers: An Employee Perspective [Paper presentation]. Service Research Special Interest Group (SERVSIG) of the American Marketing Association (AMA). |
Hazee, S., Delcourt, C., & Van Vaerenbergh, Y. (June 2016). Sharing a Car? Yuck, No! An Investigation of Consumer Contamination in Access-Based Services [Paper presentation]. 10th AMA SERVSIG International Service Conference, Maastricht, The Netherlands. |
Hazee, S., Delcourt, C., & Van Vaerenbergh, Y. (June 2016). Sharing a Car? Yuck, No! An Investigation of Consumer Contamination in Access-Based Services [Paper presentation]. 14th International Research Conference in Service Management, La Londe les Maures, France. |
Delcourt, C., GREMLER, D., & GREER, D. (31 May 2016). I Am Very Sorry Sir! Breaking Bad News to Customers [Paper presentation]. Thought Leaders in Service Marketing Strategy Conference. |
Delcourt, C., & Gremler, D. (March 2016). Bad News in Service Encounters: Ideas and Insights [Paper presentation]. Second Organizational Frontlines Research Symposium, United States. |
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 |
Hazee, S., Delcourt, C., & Van Vaerenbergh, Y. (January 2016). Sharing Goods? Yuck, No! An Investigation of Consumer Contamination in Access-Based Services [Paper presentation]. 2nd Joint Research Seminar in Marketing. |
Hazee, S., Delcourt, C., & Van Vaerenbergh, Y. (November 2015). Sharing Goods? Yuck, No! An Investigation of Consumer Contamination in Access-Based Services [Paper presentation]. 2nd Joint Doctoral Colloquium in Marketing Management. |
Delcourt, C. (2015). Nouveaux modes de consommation, nouveaux modes de management [Paper presentation]. Les talents de la relation clients, Paris, France. |
Hazee, S., Delcourt, C., & Van Vaerenbergh, Y. (July 2015). Sharing a Car? Yuck, No! An Investigation of Customer Contamination in Access-Based Services [Paper presentation]. 24th Annual Frontiers in Service Conference, San José, United States. |
Hazee, S., Delcourt, C., & Van Vaerenbergh, Y. (July 2015). Sharing a Car? Yuck, No! An Investigation of Consumer Contamination in Access-Based Services [Paper presentation]. 22nd AMA SERVSIG Doctoral Consortium, San Jose State University (USA), San Jose, United States. |
Hazee, S., Delcourt, C., & Van Vaerenbergh, Y. (May 2015). Do Customers Dare to Share? Exploring Risk Perception and Reduction in Access-Based Services [Paper presentation]. 44th EMAC Annual Conference, Leuven, Belgium. |
Delcourt, C. (27 March 2015). Employee Emotional Competence: Construct Conceptualization and Validation of a Customer-Based Measure [Paper presentation]. Belgian Service Research Day. |
Delcourt, C. (2015). Impact of Service Culture on the Service-Profit Chain: Belgian & American Cases [Paper presentation]. Badge Ingénierie de Service. |
Delcourt, C. (2015). To delight your customers? Start to first delight and engage your employees! Cultures Services, 13. |
Delcourt, C. (2015). Pour enchanter vos clients ? Enchantez et engagez d’abord vos collaborateurs ! Cultures Services, 13. |
Delcourt, C., Gremler, D., van Riel, A., & van Birgelen, M. (2015). Employee Emotional Competence: Its Nature, Importance, and Implications [Paper presentation]. Organizational Frontlines Research Symposium, Stillwater, Oklahoma, United States. |
Delcourt, C., Gremler, D., van Riel, A., van Birgelen, M., & De Zanet, F. (2015). A Typology of Customer-Perceived Bad News in Service Encounters [Paper presentation]. QUIS14 - The 14th International Research Symposium on Service Excellence in Management, Shangai, China. |
Hazee, S., Delcourt, C., & Van Vaerenbergh, Y. (November 2014). Should I Access or Should I Own? Consumers' Perceived risks in Collaborative Consumption [Paper presentation]. Internal Research Seminar KU Leuven, Brussels, Belgium. |
Delcourt, C., & De Zanet, F. (2014). Chouette, mon pare-brise est cassé ! La Libre Belgique. |
Delcourt, C., Gremler, D., van Riel, A., & van Birgelen, M. (June 2014). Delivering Bad New in Service Encounters: a Customer Perspective [Paper presentation]. AMA - SERVSIG 2014 - University of Macedonia, Greece. |
Hazee, S., Delcourt, C., & Van Vaerenbergh, Y. (June 2014). Should I Access or Should I Own? Consumers’ Perceived risks in Collaborative Consumption [Paper presentation]. 21st AMA SERVSIG Doctoral Consortium, University of Miami, Miami, United States. |
Hazee, S., Delcourt, C., & Van Vaerenbergh, Y. (April 2014). Should I Access or Should I Own? Perceived Risks as Barriers to Usage Intention of Access-Based Consumption [Paper presentation]. 1st Belgian Service Research Day, Ghent, Belgium. |
Hazee, S., Delcourt, C., & Van Vaerenbergh, Y. (2014). Should I Access or Should I Own? Perceived Risks as Barriers to Collaborative Consumption [Paper presentation]. 23rd Annual Frontiers in Service Conference, Miami, United States. |
Hazee, S., Delcourt, C., & Van Vaerenbergh, Y. (2014). Should I Access or Should I Own? [Paper presentation]. 8th AMA SERVSIG International Service Research Conference, Thessaloniki, Greece. |
Hazee, S., Delcourt, C., & Van Vaerenbergh, Y. (November 2013). Should I Own or Should I Share? Consumers’ Barriers to Usage Intentions of Commercial Sharing Programs [Paper presentation]. Annual PhD Research Day, Radboud University, Nijmegen School of Management. |
Hazee, S., Delcourt, C., & Van Vaerenbergh, Y. (September 2013). Why Would I Use Commercial Sharing Programs? A Realistic View of Consumer (Non-) Usage Intention [Paper presentation]. 1st Ownership and Decision Making Workshop, Vienna University of Economics and Business, Vienna, Austria. |
Gretry, A., Brandt, C., & Delcourt, C. (2013). Bilan des pratiques de veille stratégique au sein des PME wallonnes. Revue Française du Marketing. |
Delcourt, C., & De Zanet, F. (2013). Ravir ses clients, une bonne idée ? La Libre Belgique. |
Delcourt, C. (2013). Employee Emotional Competence: Construct Conceptualization and Validation of a Customer-Based Measure [Paper presentation]. Research Seminar in Marketing, Bowling Green, Ohio, United States. |
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 |
Furrer, O., Delcourt, C., & Gremler, D. (2013). Two Decades of Service Marketing Research: Mapping the New Frontiers of the Discipline [Paper presentation]. Frontiers in Service Conference, Taipai, Thailand. |
Gretry, A., Brandt, C., & Delcourt, C. (12 October 2012). Bilan des pratiques de veille stratégique au sein des PME wallonnes [Paper presentation]. 11ème Forum Européen Intelligence Economique et Stratégique, Lille, France. |
Delcourt, C. (2012). La (r)évolution du Marketing. Le Soir Référence. |
Delcourt, C. (2012). Désolé, vol annulé ! La Libre Belgique. |
Delcourt, C., Gremler, D., Van Riel, A., & Van Birgelen, M. (2012). Sorry Sir, Your Flight has been Cancelled! The Role of Employee Competencies in Emotionally Charged Service Encounters [Paper presentation]. Frontiers in Service Conference, Washington, United States. |
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. (July 2011). Delivering bad news to customers: The role of employee emotional and technical competences [Paper presentation]. European Institute of Retailing and Services Studies, San Diego, United States. |
Delcourt, C., Van Riel, A., van Birgelen, M., & Gremler, D. (May 2011). The emotional competence of service contact employees. Effects on rapport, customer satisfaction and loyalty [Paper presentation]. Association Française du Marketing, Brussels, Belgium. |
Delcourt, C. (2010). L’intelligence émotionnelle au service de la gestion de projet. |
Delcourt, C. (January 2010). Contact Employee Emotional Competence in Increasing Emotionally Charged Service Encounter Effectiveness. |
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. |
Delcourt, C., Van Riel, A., & Birgelen, M. (July 2009). Linking Frontline Employees’ Emotional Intelligence to Customer Perceptions in a Service Delivery Context [Paper presentation]. The European Institute of Retailing and Service Studies, Niagara, Canada. |
Delcourt, C. (2009). Etre, ou ne pas être... émotionnel. La Libre. |
Delcourt, C., Van Riel, A., & Birgelen, M. (2009). LINKING CONTACT EMPLOYEE EMOTIONAL INTELLIGENCE TO CUSTOMER PERCEPTIONS [Paper presentation]. Quality in Services 11, Wolfsburg, Germany. |
Delcourt, C. (2008). Le commerce de proximité face aux grands centres commerciaux. Un combat perdu d’avance? Stratégies marketing pour rendre un commerce de proximité plus attractif. |
Delcourt, C. (2007). Comparative advertising versus non comparative advertising in social marketing : the case of tap water [Specialised master, HEC-ULg]. ORBi-University of Liège. https://orbi.uliege.be/handle/2268/89188 |
Delcourt, C. (2004). Leçon publique - L'indemnité de chômage: Situation actuelle et à venir [Post doctoral thesis, ULiège - Université de Liège]. ORBi-University of Liège. https://orbi.uliege.be/handle/2268/243100 |
Delcourt, C. (2003). Customer management excellence : Outil au service du changement de culture d’une société en processus de fusion [Master’s dissertation, HEC]. ORBi-University of Liège. https://orbi.uliege.be/handle/2268/243091 |