Yany Grégoire

Professeur titulaire, Département de marketing

Coordonnées

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

Courriel : [email protected]
Téléphone : 514 340-1493
Secrétariat: 514 340-6413
Télécopieur : n/d
Bureau : 4.505

Page Personnelle

Autre(s) titre(s)

Titulaire de la Chaire de commerce Omer DeSerres

Formation

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

Expertise

Vengeance et trahison des consommateurs
Gestion de plaintes en ligne
Marketing relationnel
Echecs de service et résolution
Enseignement: stratégie marketing

Cette sélection de publications couvre les 5 dernières années.

Articles de revues (17)

TRAN, Hai-Anh, EVANSCHITZKY, Heiner, GRÉGOIRE, Yany, NGUYEN, Bach, GUSTAFSSON, Anders, LUDWIG, Stephan; « The role of empathy in providers’ online customer complaints management », Journal of the Academy of Marketing Science, 2026 (statut : en ligne).

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, GELBRICH, Katja, ORSINGHER, Chiara, VAN VAERENBERGH, Yves; « Breaking The Mold: Redefining Service Failure and Recovery », Journal of Service Research, vol. 28, no 3, 2025, p. 375-381.

DE KEYSER, Arne, ANTONETTI, Paolo, ROUZIOU, Maria, BÉAL, Mathieu, WANG, Zih-Hsiang, GRÉGOIRE, Yany, LUSSIER, Bruno; « Understanding the B2B customer experience and journey: A convergence-based lens », Journal of Business Research, vol. 198, 2025, p. 1-13.

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.

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.

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.

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.

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

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, 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.

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.

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.

Chapitres de livres (3)

RADANIELINA HITA, Marie Louise, GRÉGOIRE, Yany, SÉNÉCAL, Sylvain; « Understanding Consumers’ Polarized Responses toward Anti-Racism Movements: Marketing and Public Implications to Reduce Extremist Responses », Handbook of Marketing and Public Policy, Edward Elgar Publishing, 2026 (statut : accepté).

GRÉGOIRE, Yany, NGUYEN, Chau Minh, NEPOMUCENO, Marcelo Vinhal, ABOELENIEN, Aya; « Consumer Resistance and Revenge in the Marketplace », Elgar Encyclopedia of Retailing, Edward Elgar Publishing, 2025 (statut : accepté).

GRÉGOIRE, Yany, ABOELENIEN, Aya, NEPOMUCENO, Marcelo Vinhal, NGUYEN, Chau Minh; « Consumer alternative consumption », Elgar Encyclopedia of Retailing, Edward Elgar Publishing, 2025 (statut : accepté).

Cette sélection d'activités d'encadrement couvre les 5 dernières années.