Profil

Delcourt Cécile

HEC Liège : UER > UER Management : Marketing

HEC Liège Research: Strategic Marketing Innovation

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ORCID
0000-0002-7607-7894
Main Referenced Co-authors
Hazee, Simon  (19)
Van Vaerenbergh, Yves (19)
Martens, Carmen  (18)
Gremler, Dwayne (17)
Dessart, Laurence  (9)
Main Referenced Keywords
Healthscape (6); Customer Intimacy (5); Marketing (5); Wellbeing (5); Gamification (3);
Main Referenced Unit & Research Centers
HEC Recherche. Marketing & Service Innovation - ULiège [BE] (3)
CES - Centre d'Économie Sociale - ULiège [BE] (2)
HEC ULiège (1)
Trust 4 Performance (1)
Main Referenced Disciplines
Marketing (88)
Strategy & innovation (10)
Business & economic sciences: Multidisciplinary, general & others (9)
Social economics (6)
Arts & humanities: Multidisciplinary, general & others (1)

Publications (total 111)

The most downloaded
3732 downloads
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 https://hdl.handle.net/2268/124915

The most cited

117 citations (Scopus®)

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 https://hdl.handle.net/2268/124915

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
Peer Reviewed verified by ORBi

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.
Editorial reviewed

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.

Martens, C., Delcourt, C., & Petermans, A. (2023). Patient Intimacy: Conceptualization, Theoretical Framework and Research Agenda [Paper presentation]. Frontiers in Services, Maastricht, Netherlands.
Peer reviewed

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
Peer Reviewed verified by ORBi

Fleissig, J., Steils, N., & Delcourt, C. (2023). Beyond-the-Pill: Patient Centricity in the Pharmaceutical Industry [Paper presentation]. Belgian Service Research Day.

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
Peer reviewed

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).
Editorial reviewed

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.
Peer reviewed

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.
Editorial reviewed

Martens, C., Delcourt, C., & Petermans, A. (17 June 2022). Patient Intimacy: Conceptualization and Theoretical Framework [Paper presentation]. 12th SERVSIG.
Peer reviewed

Martens, C., Delcourt, C., & Petermans, A. (June 2022). Aandacht voor intimiteit in zorgcontexten. Viewz, 2.
Editorial reviewed

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.

Martens, C., Delcourt, C., & Petermans, A. (2022). Maternity Healthscapes: Conceptualization and Index Development. HERD, 15 (4).
Peer reviewed

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.
Peer reviewed

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).
Peer reviewed

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, 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
Peer reviewed

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
Peer Reviewed verified by ORBi

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.

Delcourt, C., & Barbosa de Sousa, P. (2020). Guidelines for an Internship in Marketing.

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.
Peer reviewed

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
Peer reviewed

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
Peer Reviewed verified by ORBi

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.

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.

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., & 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.

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
Peer Reviewed verified by ORBi

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
Peer Reviewed verified by ORBi

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. (2016). L'Expérience, l'Enjeu de Demain. Cultures Services.

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. (June 2016). Delivering Bad News to Customers: An Employee Perspective [Paper presentation]. Service Research Special Interest Group (SERVSIG) of the American Marketing Association (AMA).

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
Peer Reviewed verified by ORBi

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 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. (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. (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). Pour enchanter vos clients ? Enchantez et engagez d’abord vos collaborateurs ! Cultures Services, 13.

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.

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. (2015). To delight your customers? Start to first delight and engage your employees! Cultures Services, 13.

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.

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.

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. (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.
Peer Reviewed verified by ORBi

Delcourt, C., & De Zanet, F. (2013). Ravir ses clients, une bonne idée ? La Libre Belgique.

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.

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
Peer Reviewed verified by ORBi

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.

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., Van Riel, A., & Birgelen, M. (2009). LINKING CONTACT EMPLOYEE EMOTIONAL INTELLIGENCE TO CUSTOMER PERCEPTIONS [Paper presentation]. Quality in Services 11, Wolfsburg, Germany.

Delcourt, C. (2009). Etre, ou ne pas être... émotionnel. La Libre.

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

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