Yany Gregoire
Yany Gregoire
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Cited by
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When customer love turns into lasting hate: The effects of relationship strength and time on customer revenge and avoidance
Y Grégoire, TM Tripp, R Legoux
Journal of marketing 73 (6), 18-32, 2009
Customer betrayal and retaliation: when your best customers become your worst enemies
Y Grégoire, RJ Fisher
Journal of the Academy of Marketing Science 36, 247-261, 2008
A comprehensive model of customer direct and indirect revenge: Understanding the effects of perceived greed and customer power
Y Grégoire, D Laufer, TM Tripp
Journal of the Academy of Marketing Science 38, 738-758, 2010
The effects of relationship quality on customer retaliation
Y Grégoire, RJ Fisher
Marketing Letters 17, 31-46, 2006
Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens
CM Voorhees, PW Fombelle, Y Gregoire, S Bone, A Gustafsson, R Sousa, ...
Journal of Business Research 79, 269-280, 2017
Inbound open innovation for enhanced performance: Enablers and opportunities
SR Sisodiya, JL Johnson, Y Grégoire
Industrial marketing management 42 (5), 836-849, 2013
Managing social media crises with your customers: The good, the bad, and the ugly
Y Grégoire, A Salle, TM Tripp
Business horizons 58 (2), 173-182, 2015
When do customers offer firms a “second chance” following a double deviation? The impact of inferred firm motives on customer revenge and reconciliation
J Joireman, Y Grégoire, B Devezer, TM Tripp
Journal of Retailing 89 (3), 315-337, 2013
A systematic review of brand transgression, service failure recovery and product-harm crisis: integration and guiding insights
M Khamitov, Y Grégoire, A Suri
Journal of the Academy of Marketing Science 48, 519-542, 2020
When unhappy customers strike back on the Internet
TM Tripp, Y Grégoire
MIT Sloan Management Review, 2011
SOCO's impact on individual sales performance: The integration of selling skills as a missing link
T Wachner, CR Plouffe, Y Grégoire
Industrial marketing management 38 (1), 32-44, 2009
How much compensation should a firm offer for a flawed service? An examination of the nonlinear effects of compensation on satisfaction
K Gelbrich, J Gäthke, Y Grégoire
Journal of Service Research 18 (1), 107-123, 2015
Customer forgiveness following service failures
J Joireman, Y Grégoire, TM Tripp
Current Opinion in Psychology 10, 76-82, 2016
The role of humor usage on creativity, trust and performance in business relationships: An analysis of the salesperson-customer dyad
B Lussier, Y Grégoire, MA Vachon
Industrial Marketing Management 65, 168-181, 2017
How can firms stop customer revenge? The effects of direct and indirect revenge on post-complaint responses
Y Grégoire, F Ghadami, S Laporte, S Sénécal, D Larocque
Journal of the Academy of Marketing Science 46, 1052-1071, 2018
Service crisis recovery and firm performance: Insights from information breach announcements
S Rasoulian, Y Grégoire, R Legoux, S Sénécal
Journal of the Academy of Marketing Science 45, 789-806, 2017
The impact of aging on consumer responses: what do we know?
Y Gregoire
Advances in Consumer Research 30 (1), 2003
How a firm's best versus normal customers react to compensation after a service failure
K Gelbrich, J Gäthke, Y Grégoire
Journal of Business Research 69 (10), 4331-4339, 2016
Service failure and recovery at the crossroads: recommendations to revitalize the field and its influence
Y Grégoire, AS Mattila
Journal of Service Research 24 (3), 323-328, 2021
Ingredient branding and feedback effects: The impact of product outcomes, initial parent brand strength asymmetry, and parent brand role
JP Radighieri, B John Mariadoss, Y Grégoire, JL Johnson
Marketing Letters 25, 123-138, 2014
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