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: 514 340-6427
Fax : 514 340-5631
Office : 4.735

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 (19)

NEPOMUCENO, Marcelo Vinhal, NGUYEN, Chau Minh, 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, 2024 (status : online).

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.

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.

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.

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.

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.

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.

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 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.

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, 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.

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.

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

GRÉGOIRE, Yany
Prix de recherche Chenelière Éducation/Gaëtan Morin 2018, Ce prix souligne l'excellence en ce qui a trait aux publications scientifiques et professionnelles d'un professeur agrégé de HEC Montréal, au cours des trois dernières années., HEC Montréal, 2018

GRÉGOIRE, Yany
JSR Best Reviewer Award, Journal of Service Research, 2018

This selection of supervision activities covers the last five years.

Dissertation direction – PhD in Administration (2)

In codirection with : SÉNÉCAL, Sylvain
Three Essays on Choice Overload, Recommendation Systems and Failures (Trangesssions in AI-based Recommendations Systems), by Anshu Pradeep Suri
September 2021

In codirection with : SÉNÉCAL, Sylvain
The Differentiated Effects of Direct versus Indirect Revenge Behaviors on Consumers’ Subsequent Desire for Revenge, by Fateme Ghadami
March 2018

Master's thesis direction – MSc in Management (3)

An Examination of the Process Leading Perceived Anti-Muslim Prejudice to the Legitimization of Radical Behaviors: Understanding the Role of Critical Thinking and Desire for Revenge, by Elena Karpova
January 2022

In codirection with : NEPOMUCENO, Marcelo Vinhal
Une analyse textuelle des principaux types de plaignants en ligne, une comparaison entre les justiciers, les conciliateurs et les désabusés, by William Blais
March 2019

In codirection with : LEGOUX, Renaud
Réinventer la profession de l'agent de voyages : une assurance pour gérer les échecs de service, by Cynthia Daou
September 2018

Supervised project supervision – MSc in Management (11)

La gestion de la relation-client en consultation chez KPMG Québec , by Quentin Offerle
March 2023

Les facteurs de qualité du service en ligne pour les leaders en E-commerce (Le cas Amazon) , by Dia Eddine Berghouti
May 2021

Plan de communication et stratégie de référencement pour RadiologiX St-Jérôme , by Benjamin René
May 2021

Refonte marketing pour Zaïna Numérique , by Rani Gibril Bahiou
March 2021

Implémentation d'une stratégie d'acquisition d'audience pour une application mobile , by Guillaume Alarcon
January 2021

Conception et implémentation d'une stratégie média social dans le contexte du lancement d'une application mobile , by Charles Brau
March 2020

Création d'une stratégie de marketing digital avec l'approche de Design Thinking pour une firme de consultation , by Gabriel Coulet
September 2019

Analyse de l'expérience client en fonction des persona chez DeSerres , by Philippe C.Babineau
March 2019

Quels moyens de communication utiliser pour répondre aux plaintes en ligne? Une comparaison des réponses comportementales des justiciers et des conciliateurs sur la plateforme Yelp. , by Lydia Astouati
March 2019

Analyse et recommandations du programme de reconnaissance les Avantages membre Desjardins , by Judith Dufresne
November 2018

Le renouvellement de l'identité visuelle du Festival International de Jazz de Montréal: un cas chez Bleublancrouge , by Catherine Blouin-Mainville
September 2018