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Is service recovery of equal importance for private vs public complainers?
Béal, Mathieu; Suri, Anshu; Nguyen, Nguyen; Grégoire, Yany - In: Journal of business research : JBR 153 (2022), pp. 392-400
Persistent link: https://www.econbiz.de/10013534061
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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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How should voice assistants be heard? : the mitigating effect of verbal and vocal warmth in voice assistant service failure
Huang, Bo; Sénécal, Sylvain - In: The service industries journal 43 (2023) 11/12, pp. 806-826
Persistent link: https://www.econbiz.de/10014321626
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The effects of service crises and recovery resources on market reactions : an event study analysis on data breach announcements
Rasoulian, Shahin; Grégoire, Yany; Legoux, Renaud; … - In: Journal of service research 26 (2023) 1, pp. 44-63
Persistent link: https://www.econbiz.de/10014246193