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

Evanschitzky, H. and Brock, C. (2009) The forgiving customer: commitment, intentions, and behavior after critical incidents. In: Academy of Marketing Science – 14th Biennial World Marketing Congress 2009, 2009-07-22 - 2009-07-25, Oslo School of Management - Campus Kristiania. (Unpublished)

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