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 (statut : en ligne).
et al.;
« How do Observers React to Companies’ Humorous Responses to Online Public Complaints? »,
Journal of Service Research, 2021 (statut : accepté).
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.
