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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
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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
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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
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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
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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
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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
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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
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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
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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