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Crocodile marketing: an experimental investigation into the effects of "Crocodile-Tear" apologies on patient loyalty intentions / Dietrich, martin; Drevs, Florian; Lindenmeier, Jörg; Renner, Simone; Seemann, Ann-Kathrin; Tscheulin, Dieter K. / Handelsblatt gmbh / Schmalenbach business review: Sbr / 34-53 / 2015
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