Professor Grégoire holds a PhD in Marketing from the University of Western Ontario (Ivey) and an MSc from HEC Montréal. He joined the School in 2010. From 2004 to 2010, he taught at Washington State University (WSU), first as an assistant and then an associate professor. He held the Chair in Service Marketing and Customer Experience from 2014 to 2018. In June 2018, he became the new Chairholder of the Omer DeSerres Chair of Retailing. In addition to his Chairholder activities, he also sits on the Steering Committee of the Global Experience Panel and the Sales Institut.
Professor Grégoire typically teaches courses with a strong managerial orientation, such as Service Marketing and Customer Relationship Management (mainly to MSc and Executive Education students). He also teaches a PhD course on Service Marketing and Relationship Marketing. He has earned numerous awards for the quality of his teaching at Ivey, WSU and HEC Montréal.
He has published extensively on the issues of customer revenge, online public complaining and service failure in major journals including: Journal of Marketing, Journal of the Academy of Marketing Science, Journal of Consumer Psychology, Journal of Retailing, MIT Sloan Management Review, Journal of Service Research and Personnel Psychology. He is also interested in other managerial issues such as omni-channels, customer experience, B2B marketing and sales. He sits on the editorial boards of several journals, including: Journal of the Academy of Marketing Science, Journal of Service Research, Journal of Business Research, and Journal of Business to Business Marketing.