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).
GRÉGOIRE, Yany, MATTILA, Anna;
« Service Failure and Recovery at the Crossroads: Recommendations to Revitalize the Field and its Influence »,
Journal of Service Research, 2021 (statut : en ligne).
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.
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.
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.
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.
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.
GRÉGOIRE, Yany, SALLE, Audrey, TRIPP, Thomas M.;
« Managing social media crises with your customers: The good, the bad, and the ugly »,
Business Horizons, vol. 58, no 2, 2015, p. 173-182.
SALLE, Audrey, DUPONT, Timothée, LACERTE, Marie-Claude, GRÉGOIRE, Yany;
« Comment implanter une stratégie omnicanal: illustration dans le secteur de l'alimentation au Québec »,
Gestion - revue internationale de gestion, Vol. 39, no 4, 2015, p. 79-89.
GELBRICH, Katja, GATHKE, Jana, GRÉGOIRE, Yany;
« 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, vol. 18, no 1, 2015, p. 107-123.
RADIGHIERI, Jeffrey P., MARIADOSS, Babu John, GRÉGOIRE, Yany, JOHNSON, Jean L.;
« Ingredient branding and feedback effects: The impact of product outcomes, initial parent brand strength asymmetry, and parent brand role »,
Marketing Letters: A Journal of Research in Marketing, vol. 25, no 2, 2014, p. 123-138.
