The forgiving customer: commitment, intentions, and behavior after critical incidents

H. Evanschitzky, C. Brock

Research output: Contribution to conferencePaper

Original languageEnglish
Publication statusUnpublished - 24 Jul 2009
EventAcademy of Marketing Science – 14th Biennial World Marketing Congress 2009 - Oslo School of Management - Campus Kristiania , Oslo, Norway
Duration: 22 Jul 200925 Jul 2009
http://c.ymcdn.com/sites/www.ams-web.org/resource/resmgr/imported/WMC2009programfinal.pdf

Conference

ConferenceAcademy of Marketing Science – 14th Biennial World Marketing Congress 2009
CountryNorway
CityOslo
Period22/07/0925/07/09
OtherMarketing in Transition: Scarcity, Globalism, & Sustainability
Internet address

Keywords

  • critical incident
  • customer

Cite this

Evanschitzky, H., & Brock, C. (2009). The forgiving customer: commitment, intentions, and behavior after critical incidents. Paper presented at Academy of Marketing Science – 14th Biennial World Marketing Congress 2009, Oslo, Norway.