Articles de recherches - Institut des ventes

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Articles de recherches

bruno-lussier

Bruno Lussier

Ph. D.
Professeur agrégé
Directeur de l’Institut de vente
stephan-volpers

Stephan Volpers

Professeur adjoint
Département de marketing
HEC Montréal

yany_gregoire

Yany Grégoire

Professeur titulaire
Département de marketing
HEC Montréal

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
 

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
 

The effects of relationship quality on customer retaliation

Y Grégoire, RJ Fisher
Marketing Letters 17, 31-46
 

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
 

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