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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

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

Why and when witnessing uncivil behavior leads observers to punish frontline employees and leave the firm

Karabas, Ismail; Joireman, Jeff; Kim, Shinhye - In: International journal of hospitality management 82 (2019), pp. 91-100

Persistent link: https://www.econbiz.de/10012121396

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

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

How much compensation should a firm offer for a flawed service? : an examination of the nonlinear effects of compensation on satisfaction

Gelbrich, Katja; Gäthke, Jana; Grégoire, Yany - In: Journal of service research : JSR 18 (2015) 1, pp. 107-123

Persistent link: https://www.econbiz.de/10010483434