Yany Grégoire

Professor, Department of Marketing

Contact information

HEC Montréal
3000, chemin de la Côte-Sainte-Catherine
Montréal (Québec)
Canada H3T 2A7

Email : yany.gregoire@hec.ca
Phone : 514 340-1493
Secretary: 514 340-6413
Fax : n/a
Office : 4.505

Personal page

Other title(s)

Chairholder of the Omer DeSerres Chair of Retailing

Education

Ph. D. (Marketing), University of Western Ontario
M. Sc. (marketing), HEC Montréal
B.A.A., UQTR

Expertise

Customer revenge and betrayal
Online public complaining
Relationship marketing
Service failure and recovery
Teaching: marketing strategy

This publication selection covers the last five years.

Journal articles (21)

GRÉGOIRE, Yany, TRAN, Hai-Anh, EVANSCHITZKY, Heiner, NGUYEN, Bach, GUSTAFSSON, Anders, LUDWIG, Stephan; « The Role of Empathy in Providers’ Online Customer Complaint Management », Journal of the Academy of Marketing Science, 2026 (status : accepted).

GRÉGOIRE, Yany, GELBRICH, Katja, ORSINGHER, Chiara, VAN VAERENBERGH, Yves; « BREAKING THE MOLD: REDEFINING SERVICE FAILURE AND RECOVERY », Journal of Service Research, 2026 (status : accepted).

MIRZA, Jeeshan, GRÉGOIRE, Yany, RANAWEERA, Chatura, NGUYEN, Chau Minh; « Boundary-breaking opportunities in service failure and recovery », Journal of Service Management, vol. 36, no 1, 2025, p. 100-132.

GRÉGOIRE, Yany, KHAMITOV, Mansur, CARRILLAT, François, ROHANI, Mina; « The attenuation effects of time and “sensemaking” surveys on customer revenge », Journal of the Academy of Marketing Science, vol. 53, no 1, 2025, p. 172-196.

GRÉGOIRE, Yany, WANG, Zih-Hsiang, LUSSIER, Bruno, DE KEYSER, Arne et al.; « Understanding the B2B Customer Experience and Journey: A Convergence-Based Lens », Journal of Business Research, 2025 (status : in press).

GRÉGOIRE, Yany, LAUFER, Daniel; « Advancing toward the development of a discipline of negative events in marketing: A managerial perspective », Business Horizons, vol. 68, no 2, 2025, p. 129-137.

NGUYEN, Chau Minh, NEPOMUCENO, Marcelo Vinhal, GRÉGOIRE, Yany, LEGOUX, Renaud; « Striking the Right Notes: Long- and Short-Term Financial Impacts of Musicians’ Charity Advocacy Versus Other Signaling Types », Journal of Business Ethics, vol. 193, no 1, 2024, p. 217-233.

RADANIELINA HITA, Marie Louise, GRÉGOIRE, Yany, LUSSIER, Bruno, BOISSONNEAULT, Simon, VANDENBERGHE, Christian, SÉNÉCAL, Sylvain; « 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, vol. 51, no 1, 2023, p. 132-152.

RADANIELINA HITA, Marie Louise, GRÉGOIRE, Yany; « Marketing to Prevent Radicalization: A First Attempt at Delimiting the Field », Journal of Public Policy & Marketing, vol. 42, no 1, 2023, p. 1-10.

RASOULIAN, Shahin, GRÉGOIRE, Yany, LEGOUX, Renaud, SÉNÉCAL, Sylvain; « The Effects of Service Crises and Recovery Resources on Market Reactions: An Event Study Analysis on Data Breach Announcements », Journal of Service Research, vol. 26, no 1, 2023, p. 44-63.

BÉAL, Mathieu, GRÉGOIRE, Yany, CARRILLAT, François; « Let's Laugh About It! Using Humor to Address Complainers' Online Incivility », Journal of Interactive Marketing, vol. 58, no 1, 2023, p. 34-51.

SHAKER, Hamid, SÉNÉCAL, Sylvain, GRÉGOIRE, Yany, TABOUBI, Sihem; « The Effect of Incidental Prices in Online Display Ads on Consumer Internal Reference Price », International Journal of Electronic Commerce, vol. 26, no 3, 2022, p. 279-310.

BÉAL, Mathieu, GRÉGOIRE, Yany; « How Do Observers React to Companies’ Humorous Responses to Online Public Complaints? », Journal of Service Research, vol. 25, no 2, 2022, p. 242-259.

BÉAL, Mathieu, SURI, Anshu Pradeep, NGUYEN, Thi Khanh Nguyen, GRÉGOIRE, Yany, SÉNÉCAL, Sylvain; « Is service recovery of equal importance for private vs public complainers? », Journal of Business Research, vol. 153, 2022, p. 392-400.

NAZIFI, Amin, GELBRICH, Katja, GRÉGOIRE, Yany, KOCH, Sebastian, EL-MANSTRLY, Dahlia, WIRTZ, Jochen; « Proactive Handling of Flight Overbooking: How to Reduce Negative eWOM and the Costs of Bumping Customers », Journal of Service Research, vol. 24, no 2, 2021, p. 206-225.

GRÉGOIRE, Yany, MATTILA, Anna; « Service Failure and Recovery at the Crossroads: Recommendations to Revitalize the Field and its Influence », Journal of Service Research, vol. 24, no 3, 2021, p. 323-328.

ROHANI, Mina, SHAHRASBI, Nasser, GRÉGOIRE, Yany; « Dynamic capabilities and firm performance: the rise and fall of Charles Schwab », Journal of Financial Services Marketing, vol. 26, no 3, 2021, p. 144-159.

KHAMITOV, Mansur, GRÉGOIRE, Yany, SURI, Anshu Pradeep; « A systematic review of brand transgression, service failure recovery and product-harm crisis: integration and guiding insights », Journal of the Academy of Marketing Science, vol. 48, no 3, 2020, p. 519-542.

JOIREMAN, Jeffrey, MULDER, Mark, GRÉGOIRE, Yany, SPROTT, David, MUNAGANTI, Pavan; « You Did What with My Donation?! Betrayal of Moral Mandates Increases Negative Responses to Redirected Donations to Donor-to-Recipient Charities », Journal of the Association for Consumer Research, vol. 5, no 1, 2020, p. 83-94.

GRÉGOIRE, Yany, LEGOUX, Renaud, TRIPP, Thomas M., RADANIELINA HITA, Marie Louise, JOIREMAN, Jeffrey, ROTMAN, Jeffrey; « What Do Online Complainers Want? An Examination of the Justice Motivations and the Moral Implications of Vigilante and Reparation Schemas », Journal of Business Ethics, vol. 160, no 1, 2019, p. 167-188.

BÉAL, Mathieu, SABADIE, William, GRÉGOIRE, Yany; « The effects of relationship length on customer profitability after a service recovery », Marketing Letters: A Journal of Research in Marketing, vol. 30, no 3/4, 2019, p. 293-305.

This award and honor selection covers the last five years.

GRÉGOIRE, Yany, KANURI, Vamsi, STEINHOFF, Lena, STEWART, David W., TANG, Elina
Best reviewer award for the Journal of the Academy of Marketing Science, Journal of the Academy of Marketing Science, 2020

This selection of supervision activities covers the last five years.