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, 2021 (status : online).
BÉAL, Mathieu, GRÉGOIRE, Yany;
« How do Observers React to Companies’ Humorous Responses to Online Public Complaints? »,
Journal of Service Research, 2021 (status : accepted).
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.
KHAMITOV, Mansur, GRÉGOIRE, Yany, SURI, Anshu;
« 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.
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.
GRÉGOIRE, Yany, GHADAMI, Fateme, LAPORTE, Sandra, SÉNÉCAL, Sylvain, LAROCQUE, Denis;
« How can firms stop customer revenge? The effects of direct and indirect revenge on post-complaint responses »
Journal of the Academy of Marketing Science, vol. 46, no 6, 2018, p. 1052-1071.
VOORHEES, Clay, FOMBELLE, Paul, GRÉGOIRE, Yany, BONE, Sterling, GUSTAFSSON, Anders, SOUSA, Rui, WALKOWIAK, Travis;
« Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens »
Journal of Business Research, vol. 79, 2017, p. 269-280.
RASOULIAN, Shahin, GRÉGOIRE, Yany, LEGOUX, Renaud, SÉNÉCAL, Sylvain;
« Service crisis recovery and firm performance: insights from information breach announcements »
Journal of the Academy of Marketing Science, vol. 45, no 6, 2017, p. 789-806.
LUSSIER, Bruno, GRÉGOIRE, Yany, VACHON, Marc-Antoine;
« The role of humor usage on creativity, trust and performance in business relationships: An analysis of the salesperson-customer dyad »
Industrial Marketing Management, vol. 65, 2017, p. 168-181.
GELBRICH, Katja, GATHKE, Jana, GRÉGOIRE, Yany;
« How a firm's best versus normal customers react to compensation after a service failure »
Journal of Business Research, vol. 69, no 10, 2016, p. 4331-4339.