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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

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

The role of humor usage on creativity, trust and performance in business relationships : an analysis of the salesperson-customer dyad

Lussier, Bruno; Grégoire, Yany; Vachon, Marc-Antoine - In: Industrial marketing management : the international … 65 (2017), pp. 168-181

Persistent link: https://www.econbiz.de/10011774997

Service crisis recovery and firm performance : insights from information breach announcements

Rasoulian, Shahin; Grégoire, Yany; Legoux, Renaud; … - In: Journal of the Academy of Marketing Science 45 (2017) 6, pp. 789-806

Persistent link: https://www.econbiz.de/10011779515

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

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

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

Social media (SM) are transforming the ways in which customers communicate with firms following service failures. While there is a positive side to this phenomenon, there is also a negative side, which can lead to serious social media crises. In light of this duality, the current article...

Persistent link: https://www.econbiz.de/10011209803

SOCO's impact on individual sales performance: The integration of selling skills as a missing link

Wachner, Trent; Plouffe, Christopher R.; Grégoire, Yany - In: Industrial marketing management : the international … 38 (2009) 1, pp. 32-44

Persistent link: https://www.econbiz.de/10008162553

When Customer Love Turns into Lasting Hate: The Effects of Relationship Strength 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/10008328603

SOCO's impact on individual sales performance: The integration of selling skills as a missing link

Wachner, Trent; Plouffe, Christopher R.; Grégoire, Yany - In: Industrial marketing management : the international … 38 (2009) 1, pp. 32-45

Persistent link: https://www.econbiz.de/10008446495