Yany Grégoire

When Customer Love Turns into Lasting Hate: The Effects of Relationship Strength and Time on Customer Revenge and Avoidance

Yany Grégoire, Thomas M. Tripp, Renaud Legoux · Journal of Marketing · 2009 · 918 citations

Customer Satisfaction, Behavioral Decision Making, Consumer Research +20

A comprehensive model of customer direct and indirect revenge: understanding the effects of perceived greed and customer power

Yany Grégoire, Daniel Laufer, Thomas M. Tripp · Journal of the Academy of Marketing Science · 2010 · 486 citations

Customer Satisfaction, Manipulation (Psychology), Behavioral Decision Making +13

Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens

Clay M. Voorhees, Paul W. Fombelle, Yany Grégoire et al. · Journal of Business Research · 2017 · 453 citations · Full text

The effects of relationship quality on customer retaliation

Yany Grégoire, Robert J. Fisher · Marketing Letters · 2006 · 397 citations

Relationship Marketing, Customer Satisfaction, Service Quality +6

When do customers offer firms a “second chance” following a double deviation? The impact of inferred firm motives on customer revenge and reconciliation

Jeff Joireman, Yany Grégoire, Berna Devezer et al. · Journal of Retailing · 2013 · 261 citations

Customer Experience, Customer Satisfaction, Inferred Firm Motives +10