Publications

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Articles de revues

Rasoulian, S., Y. Grégoire, R. Legoux, and S. Sénécal (2023) “The Effects of Service Crises and Recovery Resources on Market Reactions: An Event Study Analysis on Data Breach Announcements,” Journal of Service Research, 26 (1), 44-63.
Béal, M., Y. Grégoire, and F. Carrillat (2023) “Let’s Laugh About It: Using Humor to Address Complainers’ Online Incivility,” Journal of Interactive Marketing, 58 (1), 34-51.
- Finalist for the 2022 Syntec Research Award – Management Research” (FNEGE)
Radanielina-Hita, M.L., Y. Grégoire, B. Lussier, S. Boissonneault, C. Vandenberghe, and S. Sénécal (2023) “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, 51 (1), 132-152.
- This article is indexed in the World Health Organization (WHO) COVID-19 Research Database.
Radanielina Hita, M.L., and Yé Grégoire (2023), “Marketing to Prevent Radicalization: A First Attempt at Delimiting the Field,” Journal of Public Policy & Marketing, 42 (1), 1-11.
Béal, M., Suri, A., Nguyen, N., Grégoire, Y.,and Sénécal, S. (2022) “Is Service Recovery of Equal Importance for Private vs Public Complainers?,” Journal of Business Research, 153 (December), 392-400.
Shaker, H., Sénécal, S., Grégoire Y., and Taboubi, S. (2022) “T he Effect of Incidental Prices in Online Display Ads on Consumer Internal Reference Price,” International Journal of Electronic Commerce, 26 (3), 279-310.
Béal, M., and Y. Grégoire (2022) “How do Observers React to Companies’ Humorous Responses to Online Public Complaints,” Journal of Service Research, 25 (2), 242-259.
Shahrasbi, N., M. Rohani, and Y. Grégoire (2021) “Dynamic Capabilities and Firm Performance: The Rise and Fall of Charles Schwab,” Journal of Financial Services Marketing, 26 (2), 144-159.
Grégoire, Y. and A. Mattila (2021) “Service Failure and Recovery at the Crossroads: Recommendations to Actualize the Field and its Influence,” Journal of Service Research, 24 (3), 328-328. (Lead article).
Nazifi, A., K. Gelbrich, Y. Grégoire, S. Koch, J. Wirtz, and D. El-Manstrly (2021) “Proactive Handling of Flight Overbooking: How to Reduce Negative eWOM and the Costs of Bumping Customers,” Journal of Service Research, 24 (2), 206-225.
Khamitov, M., Y. Grégoire, and A. Suri (2020) “A Systematic Review of Brand Transgression, Service Failure-Recovery and Product Harm Crisis: Integration and Guiding Insights,” Journal of the Academy of Marketing Science, 48 (3), 519-542, https://doi.org/10.1007/s11747-019-00679-1
Joireman, J., M. Mulder, Y. Grégoire, D.E. Sprott, and P. Munaganti (2020) “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, 5 (1), 83-94, https://doi.org/10.1086/706504
Béal, M., W. Sabadie, Y. Grégoire (2019) “The effects of relationship length on customer profitability after a service recovery,” Marketing Letters, 30 (3), 293-305, https://doi.org/10.1007/s11002-019-09505-8
Grégoire, Y., R. Legoux, T. Tripp, M. Radanielina-Hita, J. Joireman, and J. Rotman (2019) “What Do Online Complainers Want? An Examination of the Justice Motivations and the Post-Complaint Benefits of Vigilante and Reparation Schemas,” Journal of Business Ethics, 160 (1), 167-188, https://doi.org/10.1007/s10551-018-3850-1
Grégoire Y., F. Ghadami, S. Laporte, S. Sénécal, and D. Larocque (2018) “How Can Firms Stop Customer Revenge? The Effects of Direct vs. Indirect Revenge on Post-Complaint Responses,” Journal of the Academy of Marketing Science, 46 (6), 1052-1071, https://doi.org/10.1007/s11747-018-0597-2
Rasoulian, S., Y. Grégoire, R. Legoux and S. Sénécal (2017) “Service Crisis Recovery and Firm Performance: Insights from Information Breach Announcements,” Journal of the Academy of Marketing Science
Voorhees, C., P. Fombelle, Y. Grégoire,, S. Bone, A. Gustafsson, R. Sousa and T. Walkowiak (2017) “Service Encounters, Experiences and the Customer Journey: Defining the Field and A Call to Expand our Lens Beyond the Core Service Encounter,” Journal of Business Research, http://dx.doi.org/10.1016/j.jbusres.2017.04.014
Lussier, B., Y. Grégoire and M.A. Vachon (2017) “The role of humor usage on creativity, trust and performance in business relationships: An analysis of the salesperson-customer dyad”, Industrial Marketing Management, http://dx.doi.org/10.1016/j.indmarman.2017.03.012
Nepomuceno, M. V., M. Rohani, and Y. Grégoire (2017), “Consumer Resistance: From Anti-Consumption to Revenge”, in Consumer Perception of Product Risks and Benefits, edited by G. Emilien, R. Weitkunat, and F. Luedicke, Springer International Publishing, pp 354-364
Gelbrich, K., Gäthkea, J, Grégoire Y. (2016), “How a firm’s best versus normal customers react to compensation after a service failure”, Journal of Business Research, http://dx.doi.org/10.1016/j.jbusres.2016.04.010
Joireman, J., Y. Grégoire, and T. Tripp (2016) “Customer Forgiveness following Service Failure,” Current Opinion in Psychology.
Grégoire Y., A. Salle and T. Tripp (2015) “Managing Social Media Crises with your Customers: The Good, the Bad and the Ugly,” Business Horizons, 58 (2), 173-182.
Gelbrich, K., J. Gäthke, and Y. Grégoire (2015), “How Much Compensation Should a Firm Offer for a Flawed Service? An Examination of the Non-Linear Effects of Compensation on Satisfaction,” Journal of Service Research, 18 (1), 107-123.
Salle, A., T. Dupont, M.C. Lacerte, and Y. Grégoire (2015), “Comment Implanter une Stratégie Omnicanal : Une Illustration avec le Secteur de l’Alimentation au Québec,” Gestion: Revue Internationale de Gestion, 39 (4), 39-49
Radighieri J., B. M. John, Y. Grégoire, and J. Johnson (2014), « Ingredient Branding and Feedback Effects: The Impact of Product Outcomes, Initial Parent Brand Strength Asymmetry, and Parent Brand Role, » Marketing Letters, 25 (2), 123-138.
J. Joireman, Y. Grégoire, Devezer B. and T. Tripp (2013) « When do Customers Offer a ‘Second Chance’ Following a Double Deviation? The Impact of Inferred Firm Motives on Customer Revenge and Reconciliation, » Journal of Retailing, 89 (3), 315-337.
Sisodiya, S. J. Johnson, and Y. Grégoire (2013), « Inbound Open Innovation for Enhanced Performance: Enablers and Opportunities, » Industrial Marketing Management, 42 (5), 836-849.
Fisher R., Y. Grégoire, and K. Murray (2011), « The Limited Effects of Power on Satisfaction with Joint Consumption Decisions, » Journal of Consumer Psychology, 21 (3), 277-289.
Plouffe, C. and Y. Grégoire (2011) « Intraorganizational Employee Navigation and Socially Derived Outcomes: Conceptualization, Validation, and Effects on Overall Performance », Personnel Psychology, 64 (3), 693-738.
Tripp T. and Y. Grégoire (2011) « When Unhappy Customers ‘Strike Back’ on the Internet, » Sloan Management Review, 52 (3), 37-44.
Grégoire Y., T. Tripp, and R. Legoux (2011) « When Your Best Customers Become Your Worst Enemies: Does Time Really Heal all Wounds?, » GFK Marketing Intelligence Review, 3 (1), 26-35.
Grégoire Y., D. Laufer, and T. Tripp (2010) « A Comprehensive Model of Customer Direct and Indirect Revenge: Understanding the Effects of Perceived Greed and Customer Power, » Journal of the Academy of Marketing Science, 38 (December), 738-758.
Grégoire Y., T. Tripp, and R. Legoux (2009) « When Customer Love Turns into Lasting Hate: The Effects of Relationship Strength and Time on Customer Revenge and Avoidance, » Journal of Marketing, 73 (November), 18-32.
T. Wachner, C. Plouffe, and Y. Grégoire (2009) « SOCO’s Impact on Individual Sales Performance: The Integration of Selling Skills as a Missing Link, » Industrial Marketing Management, 38 (1), 32-44.
Grégoire, Y. and R. Fisher (2008) « Customer Betrayal and Retaliation: When Your Best Customers Become Your Worst Enemies, » Journal of the Academy of Marketing Science, 36 (June), 247-261.
Grégoire Y. and R. Fisher (2006) « The Effects of Relationship Quality on Customer Retaliation, » Marketing Letters, 17 (1), 31-46.
Fisher R. and Y. Grégoire (2006) « Gender Differences in Decision Satisfaction withing Established Dyads: Effects of Competitive and Cooperative Behaviors, » Psychology & Marketing, 23 (4), 313-333.
Grégoire Y. (2003) « The Impact of Aging on Consumer Responses: What Do We Know?, » Advances in Consumer Research, 19-26 (complete manuscript).
Grégoire, Y. and J. Nantel (1998), « Une Segmentation de la Clientèle des Centres Commerciaux, » Gestion : Revue Internationale de Gestion, 23 (2), 45-54.
Gélinas, R., Y. Grégoire, L. Pellerin and A. Halley (1996), « Le Juste-à-Temps et les PME: Une Expérience de Partenariat avec la Division Sea-Doo/Ski-Doo de Bombardier, » Revue Organisations and Territoires, 5 (2), 77-89.