A5010362876- Customer Service Quality and Loyalty
- Humor Studies and Applications
- Business Strategy and Innovation
- Consumer Retail Behavior Studies
- Cooperative Studies and Economics
- Communication in Education and Healthcare
- Ethics in Business and Education
- Customer churn and segmentation
- Environmental Sustainability in Business
- Law, Economics, and Judicial Systems
- Securities Regulation and Market Practices
- Psychology of Social Influence
- Corporate Social Responsibility Reporting
- Family Business Performance and Succession
- Consumer Behavior in Brand Consumption and Identification
- Social Sciences and Governance
- Mindfulness and Compassion Interventions
- Job Satisfaction and Organizational Behavior
- Service and Product Innovation
- European Monetary and Fiscal Policies
- Discourse Analysis in Language Studies
- Hate Speech and Cyberbullying Detection
- Media Influence and Health
- Wine Industry and Tourism
- Linguistics and Discourse Analysis
École de management de Lyon
2024-2025
Grenoble Ecole de Management
2019-2022
HEC Montréal
2022
Université Jean Moulin Lyon III
2016-2020
Centre de Recherche Magellan
2016-2020
Université Grenoble Alpes
2019
Magellan Health
2016
The current research examines the way that observing consumers react when companies use humor to address online public complaints on social media. Drawing on, first, a field study using companies’ humorous responses media and, second, two main scenario-based experiments, we benign violation theory capture simultaneously unfavorable effect (i.e., inferred negative motives) and favorable appreciation) of employing in complaining context. results reveal observers respond more favorably (in...
This research examines partial service termination (PST) as a strategy that allows companies to deliberately cease providing unprofitable customers with certain services while maintaining relationships those customers. Through preliminary qualitative study, quasi-experiment, and two scenario-based experiments, this contributes the intentional failures literature by demonstrating negative customer reactions PST. First, results showed PST increases probability of terminating their other...
Certains consommateurs insatisfaits choisissent d’exprimer leur mécontentement sur les réseaux sociaux, parfois de façon incivile. En utilisant l’humour, l’entreprise visée peut toutefois tourner choses à son avantage.
Purpose Co-operative managers must invest appropriately to strengthen member relationships, such as by initiating corporate social responsibility (CSR) actions or providing members with more relational benefits. This paper aims investigate how members’ motives (collectivistic vs individualistic) might influence the effectiveness of these investments in terms enhancing trust and loyalty intentions. Design/methodology/approach research combines an exploratory approach, based on six focus...