A systematic review of brand transgression, service failure recovery and product-harm crisis: integration and guiding insights von Khamitov, Mansur, Grégoire, Yany, Suri, Anshu

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Service Failure and Recovery at the Crossroads: Recommendations to Revitalize the Field and its Influence von Grégoire, Yany, Mattila, Anna S.

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How Do Observers React to Companies’ Humorous Responses to Online Public Complaints? von Beal, Mathieu, Gregoire, Yany

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Customer betrayal and retaliation: when your best customers become your worst enemies von Grégoire, Yany, Fisher, Robert J.

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A comprehensive model of customer direct and indirect revenge: understanding the effects of perceived greed and customer power von Grégoire, Yany, Laufer, Daniel, Tripp, Thomas M.

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How can firms stop customer revenge? The effects of direct and indirect revenge on post-complaint responses von Grégoire, Yany, Ghadami, Fateme, Laporte, Sandra, Sénécal, Sylvain, Larocque, Denis

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When Customer Love Turns into Lasting Hate: The Effects of Relationship Strength and Time on Customer Revenge and Avoidance von Grégoire, Yany, Tripp, Thomas M., Legoux, Renaud

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The Effects of Service Crises and Recovery Resources on Market Reactions: An Event Study Analysis on Data Breach Announcements von Rasoulian, Shahin, Grégoire, Yany, Legoux, Renaud, Sénécal, Sylvain

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The role of humor usage on creativity, trust and performance in business relationships: An analysis of the salesperson-customer dyad von Lussier, Bruno, Grégoire, Yany, Vachon, Marc-Antoine

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When do customers offer firms a “second chance” following a double deviation? The impact of inferred firm motives on customer revenge and reconciliation von Joireman, Jeff, Grégoire, Yany, Devezer, Berna, Tripp, Thomas M.

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How Much Compensation Should a Firm Offer for a Flawed Service? An Examination of the Nonlinear Effects of Compensation on Satisfaction von Gelbrich, Katja, Gäthke, Jana, Grégoire, Yany

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Inbound open innovation for enhanced performance: Enablers and opportunities von Sisodiya, Sanjay R., Johnson, Jean L., Grégoire, Yany

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Service crisis recovery and firm performance: insights from information breach announcements von Rasoulian, Shahin, Grégoire, Yany, Legoux, Renaud, Sénécal, Sylvain

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Marketing to Prevent Radicalization: A First Attempt at Delimiting the Field von Radanielina Hita, Marie Louise, Grégoire, Yany

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Managing social media crises with your customers: The good, the bad, and the ugly von Grégoire, Yany, Salle, Audrey, Tripp, Thomas M.

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Striking the Right Notes: Long- and Short-Term Financial Impacts of Musicians’ Charity Advocacy Versus Other Signaling Types von Nguyen, Chau Minh, Nepomuceno, Marcelo Vinhal, Grégoire, Yany, Legoux, Renaud

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Proactive Handling of Flight Overbooking: How to Reduce Negative eWOM and the Costs of Bumping Customers von Nazifi, Amin, Gelbrich, Katja, Grégoire, Yany, Koch, Sebastian, El-Manstrly, Dahlia, Wirtz, Jochen

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Let's Laugh About It! Using Humor to Address Complainers’ Online Incivility von Béal, Mathieu, Grégoire, Yany, Carrillat, François A.

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Is service recovery of equal importance for private vs public complainers? von Béal, Mathieu, Suri, Anshu, Nguyen, Nguyen, Grégoire, Yany, Sénécal, Sylvain

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The effects of relationship length on customer profitability after a service recovery von Béal, Mathieu, Sabadie, William, Grégoire, Yany

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