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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

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 - 2015

The present research develops and tests a theory explaining how customers respond to failed service recoveries (i.e., double deviations). This work offers three novel and important conclusions. First, inferences about a firm's motive (negative vs. positive) mediate the impact of perceptions of...

Persistent link: https://www.econbiz.de/10013021371

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

A comprehensive model of customer direct and indirect revenge : understanding the effects of perceived greed and customer power

Grégoire, Yany; Laufer, Daniel; Tripp, Thomas M. - In: Journal of the Academy of Marketing Science 38 (2010) 6, pp. 738-758

Persistent link: https://www.econbiz.de/10008779087

When your best customers become your worst enemies : does time really heal all wounds?

Grégoire, Yany; Tripp, Thomas M.; Legoux, Renaud - In: GfK marketing intelligence review : Marketingforschung … 3 (2011) 1, pp. 26-35

Persistent link: https://www.econbiz.de/10009007733

When unhappy customers strike back on the Internet

Tripp, Thomas M.; Grégoire, Yany - In: MIT sloan management review 52 (2010/11) 3, pp. 37-44

Persistent link: https://www.econbiz.de/10009008560

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

What do online complainers want? : an examination of the justice motivations and the moral implications of vigilante and reparation schemas

Grégoire, Yany; Legoux, Renaud; Tripp, Thomas M.; … - In: Journal of business ethics : JOBE 160 (2019) 1, pp. 167-188

Persistent link: https://www.econbiz.de/10012121284

When your best customers become your worst enemies : does time really heal all wounds?

Grégoire, Yany; Tripp, Thomas M.; Legoux, Renaud - In: GfK marketing intelligence review 3 (2011) 1, pp. 26-35

Persistent link: https://www.econbiz.de/10009893821

Consumer well-being : effects of subgoal failures and goal importance

Devezer, Berna; Sprott, David E.; Spangenberg, Eric R.; … - In: Journal of marketing 78 (2014) 2, pp. 118-134

Persistent link: https://www.econbiz.de/10010345567