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.
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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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 conferencePaper

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

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.