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Service recovery
Beziehungsmarketing
18
Complaint management
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Relationship marketing
18
Beschwerdemanagement
17
Consumer behaviour
17
Konsumentenverhalten
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Dienstleistungsqualität
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Customer satisfaction
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Kundenzufriedenheit
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Customer revenge
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Service failure
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service recovery
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Justice theory
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Brand failure
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Grégoire, Yany
6
Béal, Mathieu
2
Suri, Anshu
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Sénécal, Sylvain
2
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Ghadami, Fateme
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Gäthke, Jana
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Khamitov, Mansur
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Laporte, Sandra
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Larocque, Denis
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Mirza, Jeeshan
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Nguyen, Chau Minh
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Journal of business research : JBR
2
Journal of the Academy of Marketing Science
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Journal of service management
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Marketing letters : a journal of research in marketing
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ECONIS (ZBW)
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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
Saved in:
2
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:
3
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:
4
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:
5
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
Saved in:
6
Boundary-breaking opportunities in service failure and recovery
Mirza, Jeeshan
;
Grégoire, Yany
;
Ranaweera, Chatura
; …
- In:
Journal of service management
36
(
2025
)
1
,
pp. 100-132
Persistent link: https://www.econbiz.de/10015401056
Saved in:
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