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

Original language	English
Publication status	Unpublished - 24 Jul 2009
Event	Academy of Marketing Science – 14th Biennial World Marketing Congress 2009 - Oslo School of Management - Campus Kristiania , Oslo, Norway Duration: 22 Jul 2009 → 25 Jul 2009 http://c.ymcdn.com/sites/www.ams-web.org/resource/resmgr/imported/WMC2009programfinal.pdf

Conference

Conference	Academy of Marketing Science – 14th Biennial World Marketing Congress 2009
Country/Territory	Norway
City	Oslo
Period	22/07/09 → 25/07/09
Other	Marketing in Transition: Scarcity, Globalism, & Sustainability
Internet address	http://c.ymcdn.com/sites/www.ams-web.org/resource/resmgr/imported/WMC2009programfinal.pdf

Keywords

• critical incident
• customer

Other files and links

• http://www.ams-web.org/associations/213/files/WMC2009programfinal.pdf?convnbr=6391

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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.

Evanschitzky, H. ; Brock, C. / 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.

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

keywords = "critical incident, customer",

author = "H. Evanschitzky and C. Brock",

year = "2009",

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day = "24",

language = "English",

note = "Academy of Marketing Science – 14th Biennial World Marketing Congress 2009 ; Conference date: 22-07-2009 Through 25-07-2009",

url = "http://c.ymcdn.com/sites/www.ams-web.org/resource/resmgr/imported/WMC2009programfinal.pdf",

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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, 22/07/09 - 25/07/09.

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

Research output: Contribution to conference › Paper › peer-review

TY - CONF

T1 - The forgiving customer: commitment, intentions, and behavior after critical incidents

AU - Evanschitzky, H.

AU - Brock, C.

PY - 2009/7/24

Y1 - 2009/7/24

KW - critical incident

KW - customer

UR - http://www.ams-web.org/associations/213/files/WMC2009programfinal.pdf?convnbr=6391

M3 - Paper

T2 - Academy of Marketing Science – 14th Biennial World Marketing Congress 2009

Y2 - 22 July 2009 through 25 July 2009

ER -

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