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~person:"Grégoire, Yany"
~subject:"Brand management"
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Brand management
Beschwerdemanagement
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Customer satisfaction
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service recovery
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Grégoire, Yany
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Journal of service research
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Journal of the Academy of Marketing Science
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How do observers react to companies' humorous responses to online public complaints?
Béal, Mathieu
;
Grégoire, Yany
- In:
Journal of service research
25
(
2022
)
2
,
pp. 242-259
Persistent link: https://www.econbiz.de/10013268018
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2
A systematic review of brand transgression, service failure recovery and product-harm crisis : integration and guiding insights
Khamitov, Mansur
;
Grégoire, Yany
;
Suri, Anshu
- In:
Journal of the Academy of Marketing Science
48
(
2020
)
3
,
pp. 519-542
Persistent link: https://www.econbiz.de/10012290970
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