Publications and communications of Cécile Delcourt

Dethier, F., Delcourt, C., & Willems, J. (In press). Transparency of nonprofit organizations: An integrative framework and research agenda. Journal of Philanthropy and Marketing, e1725. doi:10.1002/nvsm.1725

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 presented at Research seminar.

Baiwir, L., Dessart, L., & Delcourt, C. (05 September 2022). Customer engagement with preventive health technologie: can gamification be detrimental? Paper presented at 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 presented at ‘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 presented at Frontiers in Service 2022, Boston, United States - Massachusetts.

Martens, C., Delcourt, C., & Petermans, A. (17 June 2022). Patient Intimacy: Conceptualization and Theoretical Framework. Paper presented at 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 presented at 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 presented at 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 presented at Research seminar.

Baiwir, L., Dessart, L., & Delcourt, C. (2022). Exploring the factors that drive customers to engage with preventive health technologies. Paper presented at 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 presented at 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 presented at 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 presented at 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 presented at 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 presented at 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 presented at 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 presented at 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 presented at 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 presented at 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 presented at 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 presented at 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 presented at 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 presented at 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 session presented at 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 presented at 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 presented at 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 presented at 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 presented at 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 presented at 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 presented at 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 presented at 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 presented at 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 presented at 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 presented at 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 presented at 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 presented at 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 presented at 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 presented at 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 presented at 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 presented at Thought Leaders in Service Marketing Strategy Conference.

Delcourt, C., & Gremler, D. (March 2016). Bad News in Service Encounters: Ideas and Insights. Paper presented at 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 presented at 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 presented at 2nd Joint Doctoral Colloquium in Marketing Management.

Delcourt, C. (2015). Nouveaux modes de consommation, nouveaux modes de management. Paper presented at 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 presented at 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 presented at 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 presented at 44th EMAC Annual Conference, Leuven, Belgium.

Delcourt, C. (27 March 2015). Employee Emotional Competence: Construct Conceptualization and Validation of a Customer-Based Measure. Paper presented at Belgian Service Research Day.

Delcourt, C. (2015). Impact of Service Culture on the Service-Profit Chain: Belgian & American Cases. Paper presented at 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 presented at 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 presented at 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 presented at 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 presented at 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 presented at 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 presented at 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 presented at 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 presented at 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 presented at 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 presented at 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 presented at 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 presented at 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 presented at 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 presented at Frontiers in Service Conference, Washington, United States.

Delcourt, C. (2011). THE ROLE OF CUSTOMER PERCEIVED EMPLOYEE EMOTIONAL COMPETENCE IN SERVICE ENCOUNTERS. Unpublished doctoral thesis, Radboud University, Nijmegen, Netherlands.
Jury: van Riel, A. (Promotor), Pahud de Mortanges, C. (Promotor), van Birgelen, M. (Promotor), ... de Moerloose, C.

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 presented at 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 presented at 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. Eprint/Working paper retrieved from https://orbi.uliege.be/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 presented at 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 presented at 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. Unpublished DEA/DES thesis, HEC-ULg, Belgium.
Jury: .

Delcourt, C. (2004). Leçon publique - L'indemnité de chômage: Situation actuelle et à venir. Unpublished post doctoral thesis (Agrégation de l'enseignement supérieur), ULiège - Université de Liège.
Jury: .

Delcourt, C. (2003). Customer management excellence : Outil au service du changement de culture d’une société en processus de fusion. Unpublished master thesis, HEC, Liège, Belgium.
Jury: .