{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,5,9]],"date-time":"2026-05-09T19:27:54Z","timestamp":1778354874108,"version":"3.51.4"},"reference-count":88,"publisher":"Emerald","issue":"7","license":[{"start":{"date-parts":[[2023,2,27]],"date-time":"2023-02-27T00:00:00Z","timestamp":1677456000000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["INTR"],"published-print":{"date-parts":[[2023,12,18]]},"abstract":"<jats:sec><jats:title content-type=\"abstract-subheading\">Purpose<\/jats:title><jats:p>The purpose of this research is the exploration of online complainants' revenge based on their consumer-brand relationship strength and received webcare. The authors introduce inter-failures (i.e. the perceived number of earlier independent service failures that a customer has experienced with the same brand involved in the current service failure) as the central frame condition.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Design\/methodology\/approach<\/jats:title><jats:p>To test our hypotheses, both a scenario-based online experiment (<jats:italic>n<\/jats:italic>\u00a0=\u00a0316) and an online survey (<jats:italic>n<\/jats:italic>\u00a0=\u00a0492) were conducted.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Findings<\/jats:title><jats:p>With an increasing number of inter-failures, online complainants with a high-relationship strength move from the \u201clove is blind\u201d effect (no inter-failures) to the \u201clove becomes hate\u201d effect (multiple inter-failures), when they ultimately become more revengeful than their low-relationship strength counterparts. In addition, the authors show that in the case of no or few inter-failures, accommodative webcare has a lasting positive effect over no\/defensive webcare for both low- and high-relationship complainants. More importantly, however, when consumers have experienced multiple inter-failures, accommodative webcare becomes ineffective (for low-relationship complainants) or boomerangs by cultivating revenge towards the brand (among high-relationship complainants), but not strategic avoidance.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Research limitations\/implications<\/jats:title><jats:p>The findings have pronounced implications for the literature on customer\u2013brand relationships following service failures and the literature, which predominantly emphasizes the unconditionally positive effects of accommodative webcare.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Originality\/value<\/jats:title><jats:p>This study is the first that simultaneously considers the prior customer\u2013brand relationship, inter-failures and webcare to explain online complainants' revenge.<\/jats:p><\/jats:sec>","DOI":"10.1108\/intr-02-2022-0115","type":"journal-article","created":{"date-parts":[[2023,3,8]],"date-time":"2023-03-08T00:35:43Z","timestamp":1678235743000},"page":"19-45","source":"Crossref","is-referenced-by-count":13,"title":["Double jeopardy: effects of\u00a0inter-failures and webcare on (un-)committed online complainants\u2019 revenge"],"prefix":"10.1108","volume":"33","author":[{"ORCID":"https:\/\/orcid.org\/0000-0002-1982-3440","authenticated-orcid":false,"given":"Clemens","family":"Hutzinger","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"ORCID":"https:\/\/orcid.org\/0000-0001-9208-435X","authenticated-orcid":false,"given":"Wolfgang 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