Table II Effects of webcare and... | Emerald Publishing

Table II

Effects of webcare and complainant-type on complainants’ reactions (Study 1)

Sources	MANCOVA			Univariate
					Webcarereactions	Post-webcare brand-related reactions
						Favorable				Unfavorable
	Wilk’slambda	F	Sig.	df	Webcaresatisf.	Brandsatisf.	Brandimage	Brandloyalty	PWOMintention	NWOMintention
*Main effects*
Webcare-type WC	0.88	8.13	***	1	23.88***	31.05***	23.41***	23.04***	24.22***	7.00**
Complainant-type CT	0.97	3.93	**	2	0.34	0.29	0.11	0.00	0.16	18.14***
Interaction effect
WC × CT	0.88	8.25	***	2	13.64***	16.86***	14.41***	2.50***	23.91***	19.39***
*Covariates*
Failure severity	0.91	12.67	***	1	6.88*	38.51***	54.37***	50.21***	53.77***	7.48**
Complaint history	0.82	28.15	***	1	49.86***	29.44***	37.39***	49.31***	80.84***	94.58***
Pre-webcare relationship strength	0.84	25.34	***	1	58.96***	105.85***	109.25***	96.08***	76.90***	10.26***

Sources	MANCOVA			Univariate
					Webcarereactions	Post-webcare brand-related reactions
						Favorable				Unfavorable
	Wilk’slambda	F	Sig.	df	Webcaresatisf.	Brandsatisf.	Brandimage	Brandloyalty	PWOMintention	NWOMintention
Main effects
Webcare-type WC	0.88	8.13	***	1	23.88***	31.05***	23.41***	23.04***	24.22***	7.00**
Complainant-type CT	0.97	3.93	**	2	0.34	0.29	0.11	0.00	0.16	18.14***
Interaction effect
WC × CT	0.88	8.25	***	2	13.64***	16.86***	14.41***	2.50***	23.91***	19.39***
Covariates
Failure severity	0.91	12.67	***	1	6.88*	38.51***	54.37***	50.21***	53.77***	7.48**
Complaint history	0.82	28.15	***	1	49.86***	29.44***	37.39***	49.31***	80.84***	94.58***
Pre-webcare relationship strength	0.84	25.34	***	1	58.96***	105.85***	109.25***	96.08***	76.90***	10.26***

Notes:

*p < 0.05;

**p < 0.01;

***p < 0.001