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Yany Gregoire
Yany Gregoire
Verified email at hec.ca - Homepage
Title
Cited by
Cited by
Year
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
10112009
Customer betrayal and retaliation: when your best customers become your worst enemies
Y Grégoire, RJ Fisher
Journal of the Academy of Marketing Science 36 (2), 247-261, 2008
8842008
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 (6), 738-758, 2010
5682010
The effects of relationship quality on customer retaliation
Y Grégoire, RJ Fisher
Marketing Letters 17 (1), 31-46, 2006
5662006
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
4742017
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
3022015
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
2982013
Inbound open innovation for enhanced performance: Enablers and opportunities
SR Sisodiya, JL Johnson, Y Grégoire
Industrial Marketing Management 42 (5), 836-849, 2013
2832013
When unhappy customers strike back on the Internet
TM Tripp, Y Grégoire
MIT Sloan Management Review 52 (3), 37-44, 2011
2182011
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
1882009
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 (3), 519-542, 2020
1412020
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
1102015
Customer forgiveness following service failures
J Joireman, Y Grégoire, TM Tripp
Current Opinion in Psychology 10, 76-82, 2016
802016
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
792017
The impact of aging on consumer responses: what do we know?
Y Gregoire
ACR North American Advances, 2003
742003
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 (6), 789-806, 2017
602017
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 (6), 1052-1071, 2018
592018
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
582016
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 (2), 123-138, 2014
512014
Gender differences in decision satisfaction within established dyads: Effects of competitive and cooperative behaviors
RJ Fisher, Y Grégoire
Psychology & Marketing 23 (4), 313-333, 2006
432006
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