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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
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How do observers react to companies' humorous responses to online public complaints?
Béal, Mathieu; Grégoire, Yany - In: Journal of service research 25 (2022) 2, pp. 242-259
Persistent link: https://www.econbiz.de/10013268018
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Proactive handling of flight overbooking : how to reduce negative eWOM and the costs of bumping customers
Nazifi, Amin; Gelbrich, Katja; Grégoire, Yany; Koch, … - In: Journal of service research 24 (2021) 2, pp. 206-225
Persistent link: https://www.econbiz.de/10012522525
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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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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
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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