| When customer love turns into lasting hate: The effects of relationship strength and time on customer revenge and avoidance Y Grégoire, TM Tripp, R Legoux Journal of marketing 73 (6), 18-32, 2009 | 1218 | 2009 |
| Customer betrayal and retaliation: when your best customers become your worst enemies Y Grégoire, RJ Fisher Journal of the Academy of Marketing science 36, 247-261, 2008 | 1071 | 2008 |
| The effects of relationship quality on customer retaliation Y Grégoire, RJ Fisher Marketing Letters 17, 31-46, 2006 | 680 | 2006 |
| A comprehensive model of customer direct and indirect revenge: Understanding the effects of perceived greed and customer power Y Grégoire, D Laufer, TM Tripp Journal of the Academy of Marketing Science 38, 738-758, 2010 | 677 | 2010 |
| Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens CM Voorhees, PW Fombelle, Y Gregoire, S Bone, A Gustafsson, R Sousa, ... Journal of Business Research 79, 269-280, 2017 | 656 | 2017 |
| Inbound open innovation for enhanced performance: Enablers and opportunities SR Sisodiya, JL Johnson, Y Grégoire Industrial marketing management 42 (5), 836-849, 2013 | 365 | 2013 |
| Managing social media crises with your customers: The good, the bad, and the ugly Y Grégoire, A Salle, TM Tripp Business horizons 58 (2), 173-182, 2015 | 355 | 2015 |
| When do customers offer firms a “second chance” following a double deviation? The impact of inferred firm motives on customer revenge and reconciliation J Joireman, Y Grégoire, B Devezer, TM Tripp Journal of Retailing 89 (3), 315-337, 2013 | 353 | 2013 |
| A systematic review of brand transgression, service failure recovery and product-harm crisis: integration and guiding insights M Khamitov, Y Grégoire, A Suri Journal of the Academy of Marketing Science 48, 519-542, 2020 | 303 | 2020 |
| When unhappy customers strike back on the Internet TM Tripp, Y Grégoire MIT Sloan Management Review, 2011 | 244 | 2011 |
| SOCO's impact on individual sales performance: The integration of selling skills as a missing link T Wachner, CR Plouffe, Y Grégoire Industrial marketing management 38 (1), 32-44, 2009 | 235 | 2009 |
| How much compensation should a firm offer for a flawed service? An examination of the nonlinear effects of compensation on satisfaction K Gelbrich, J Gäthke, Y Grégoire Journal of Service Research 18 (1), 107-123, 2015 | 135 | 2015 |
| The role of humor usage on creativity, trust and performance in business relationships: An analysis of the salesperson-customer dyad B Lussier, Y Grégoire, MA Vachon Industrial Marketing Management 65, 168-181, 2017 | 120 | 2017 |
| Customer forgiveness following service failures J Joireman, Y Grégoire, TM Tripp Current Opinion in Psychology 10, 76-82, 2016 | 120 | 2016 |
| How can firms stop customer revenge? The effects of direct and indirect revenge on post-complaint responses Y Grégoire, F Ghadami, S Laporte, S Sénécal, D Larocque Journal of the Academy of Marketing Science 46, 1052-1071, 2018 | 116 | 2018 |
| Service crisis recovery and firm performance: Insights from information breach announcements S Rasoulian, Y Grégoire, R Legoux, S Sénécal Journal of the Academy of Marketing Science 45, 789-806, 2017 | 92 | 2017 |
| The impact of aging on consumer responses: what do we know? Y Gregoire Advances in Consumer Research 30 (1), 2003 | 83 | 2003 |
| How a firm's best versus normal customers react to compensation after a service failure K Gelbrich, J Gäthke, Y Grégoire Journal of Business Research 69 (10), 4331-4339, 2016 | 79 | 2016 |
| Service failure and recovery at the crossroads: recommendations to revitalize the field and its influence Y Grégoire, AS Mattila Journal of Service Research 24 (3), 323-328, 2021 | 78 | 2021 |
| Ingredient branding and feedback effects: The impact of product outcomes, initial parent brand strength asymmetry, and parent brand role JP Radighieri, B John Mariadoss, Y Grégoire, JL Johnson Marketing Letters 25, 123-138, 2014 | 58 | 2014 |
Tom TrippWashington State UniversityVerified email at vancouver.wsu.edu
