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Yany Grégoire · Study
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Author
Yany Grégoire
22 works
· latest 2022
· 2 institutions
cluster: provisional
ORCID 0000-0001-6939-4798
Works
22 shown
An extended health belief model for COVID-19: understanding the media-based processes leading to social distancing and panic buying
Journal of the Academy of Marketing Science
·
2022
·
6 authors
·
Open access
48
citations
Service Failure and Recovery at the Crossroads: Recommendations to Revitalize the Field and its Influence
Journal of Service Research
·
2020
·
2 authors
·
editorial
·
Open access
100
citations
A systematic review of brand transgression, service failure recovery and product-harm crisis: integration and guiding insights
Journal of the Academy of Marketing Science
·
2019
·
3 authors
·
review
383
citations
How can firms stop customer revenge? The effects of direct and indirect revenge on post-complaint responses
Journal of the Academy of Marketing Science
·
2018
·
5 authors
102
citations
Service crisis recovery and firm performance: insights from information breach announcements
Journal of the Academy of Marketing Science
·
2017
·
4 authors
86
citations
Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens
Journal of Business Research
·
2017
·
7 authors
·
Open access
490
citations
The role of humor usage on creativity, trust and performance in business relationships: An analysis of the salesperson-customer dyad
Industrial Marketing Management
·
2017
·
3 authors
108
citations
Consumer Resistance: From Anti-Consumption to Revenge
Springer eBooks
·
2017
·
3 authors
·
chapter
33
citations
How a firm's best versus normal customers react to compensation after a service failure
Journal of Business Research
·
2016
·
3 authors
56
citations
Customer forgiveness following service failures
Current Opinion in Psychology
·
2015
·
3 authors
·
review
107
citations
Managing social media crises with your customers: The good, the bad, and the ugly
Business Horizons
·
2014
·
3 authors
266
citations
How Much Compensation Should a Firm Offer for a Flawed Service? An Examination of the Nonlinear Effects of Compensation on Satisfaction
Journal of Service Research
·
2014
·
3 authors
110
citations
When do customers offer firms a “second chance” following a double deviation? The impact of inferred firm motives on customer revenge and reconciliation
Journal of Retailing
·
2013
·
4 authors
·
Open access
276
citations
Inbound open innovation for enhanced performance: Enablers and opportunities
Industrial Marketing Management
·
2013
·
3 authors
264
citations
Ingredient branding and feedback effects: The impact of product outcomes, initial parent brand strength asymmetry, and parent brand role
Marketing Letters
·
2013
·
4 authors
43
citations
The limited effects of power on satisfaction with joint consumption decisions
Journal of Consumer Psychology
·
2011
·
2 authors
·
Open access
25
citations
A comprehensive model of customer direct and indirect revenge: understanding the effects of perceived greed and customer power
Journal of the Academy of Marketing Science
·
2010
·
3 authors
519
citations
When Customer Love Turns into Lasting Hate: The Effects of Relationship Strength and Time on Customer Revenge and Avoidance
Journal of Marketing
·
2009
·
3 authors
980
citations
SOCO's impact on individual sales performance: The integration of selling skills as a missing link
Industrial Marketing Management
·
2008
·
3 authors
140
citations
Customer betrayal and retaliation: when your best customers become your worst enemies
Journal of the Academy of Marketing Science
·
2007
·
1 author
·
Open access
808
citations
The effects of relationship quality on customer retaliation
Marketing Letters
·
2006
·
1 author
453
citations
The Impact of Aging on Consumer Responses: What Do We Know?
ACR North American Advances
·
2003
·
1 author
30
citations