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~person:"Grégoire, Yany"
~subject:"Kundenzufriedenheit"
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Kundenzufriedenheit
Beziehungsmarketing
13
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9
Customer satisfaction
9
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service recovery
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Grégoire, Yany
Han, Heesup
32
Homburg, Christian
22
Mattila, Anna S.
20
Prentice, Catherine
19
Svensson, Göran
19
Gil Saura, Irene
15
Mittal, Vikas
14
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Hyun, Sunghyup Sean
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11
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Loureiro, Sandra Maria Correia
11
Quach, Sara
11
Rather, Raouf Ahmad
11
Töpfer, Armin
11
Wieseke, Jan
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Bang, Nguyen
10
Barnes, Donald C.
10
Blut, Markus
10
Bruhn, Manfred
10
Keiningham, Timothy
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Stauss, Bernd
10
Van Vaerenbergh, Yves
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9
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9
Jang, Soocheong
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Khan, Imran
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Larivière, Bart
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Park, Jungkun
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Journal of the Academy of Marketing Science
2
Business horizons
1
Journal of business research : JBR
1
Journal of interactive marketing
1
Journal of marketing
1
Journal of retailing
1
Journal of service research
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Marketing letters : a journal of research in marketing
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ECONIS (ZBW)
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1
Let's laugh about it! : using humor to address complainers’ online incivility
Béal, Mathieu
;
Grégoire, Yany
;
Carrillat, François A.
- In:
Journal of interactive marketing
58
(
2023
)
1
,
pp. 34-51
Persistent link: https://www.econbiz.de/10014228864
Saved in:
2
Service failure and recovery at the crossroads : recommendations to revitalize the field and its influence : editorial
Grégoire, Yany
;
Mattila, Anna S.
- In:
Journal of service research
24
(
2021
)
3
,
pp. 323-328
Persistent link: https://www.econbiz.de/10012592932
Saved in:
3
The effects of relationship length on customer profitability after a service recovery
Béal, Mathieu
;
Sabadie, William
;
Grégoire, Yany
- In:
Marketing letters : a journal of research in marketing
30
(
2019
)
3/4
,
pp. 293-305
Persistent link: https://www.econbiz.de/10012144812
Saved in:
4
How can firms stop customer revenge? : the effects of direct and indirect revenge on post-complaint responses
Grégoire, Yany
;
Ghadami, Fateme
;
Laporte, Sandra
; …
- In:
Journal of the Academy of Marketing Science
46
(
2018
)
6
,
pp. 1052-1071
Persistent link: https://www.econbiz.de/10011951624
Saved in:
5
How a firm's best versus normal customers react to compensation after a service failure
Gelbrich, Katja
;
Gäthke, Jana
;
Grégoire, Yany
- In:
Journal of business research : JBR
69
(
2016
)
10
,
pp. 4331-4339
Persistent link: https://www.econbiz.de/10011554578
Saved in:
6
Managing social media crises with your customers : the good, the bad, and the ugly
Grégoire, Yany
;
Salle, Audrey
;
Tripp, Thomas M.
- In:
Business horizons
58
(
2015
)
2
,
pp. 173-182
Persistent link: https://www.econbiz.de/10010497515
Saved in:
7
When do customers offer firms a "second chance" following a double deviation? : the impact of inferred firm motives on customer revenge and reconciliation
Joireman, Jeff
;
Grégoire, Yany
;
Devezer, Berna
;
Tripp, …
- In:
Journal of retailing
89
(
2013
)
3
,
pp. 315-337
Persistent link: https://www.econbiz.de/10009781852
Saved in:
8
When customer love turns into lasting hate : the effects of relationship strenght and time on customer revenge and avoidance
Grégoire, Yany
;
Tripp, Thomas M.
;
Legoux, Renaud
- In:
Journal of marketing
73
(
2009
)
6
,
pp. 18-32
Persistent link: https://www.econbiz.de/10003901072
Saved in:
9
Customer betrayal and retaliation : when your best customers become your worst enemies
Grégoire, Yany
;
Fisher, Robert J.
- In:
Journal of the Academy of Marketing Science
36
(
2008
)
2
,
pp. 247-261
Persistent link: https://www.econbiz.de/10003725646
Saved in:
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