Table 6 Summary of research findings... | Emerald Publishing

Table 6

Summary of research findings

Inter-failures	Relationship strength’ macro effect on revenge level	Accommodative webcare’s micro effect on revenge intensity
Perception of no inter-failures	Online complainants with a high- relationship strength have a lower revenge level than complainants with a low strength (i.e., ‘Love is blind’ effect). Following a service failure, high relationship online complainants make less harmful stability attributions than their low - relationship counterparts.	Accommodative webcare leads to less post-failure revenge intensity than no/defensive webcare (i.e., ‘Generosity stimulates forgiveness’ effect). Accommodative webcare’s positive effect is similar for low- and high- relationship online complainants. Accommodative webcare for high relationship complainants triggers the most forgiving reaction.
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Perception of few inter-failures	The revenge level is similar across low- and high-relationship online complainants. The revenge level assimilates from no to few inter -failures (i.e., ‘Diminishing love is blind’ effect).	Accommodative webcare is stillmore effective than no/defensive webcare in mitigating revenge intensity (i.e., ‘Enduring forgiveness’ effect). Accommodative webcare’s positive effect is comparable for low and high relationship strength online complainants. From no to few inter-failures, webcare types lead to comparable revenge intensities for high-relationship online complainants.
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Perception of multiple inter-failures	Online complainants with a high- relationship strength have a higher revenge level than complainants with a low strength (i.e., ‘Love becomes hate’ effect). Following a service failure, high relationship online complainants make more harmful stability attributions than their low - relationship counterparts. t	For low-relationship online complainants, webcare becomes ineffective (i.e., ‘Ineffective webcare’ effect). For high-relationship complainants, accommodative webcare triggers revenge intensity (i.e., ‘Boomeranging generosity’ effect). Accommodative webcare for high-relationship complainants triggers the most revengeful reaction. The boomeranging effect may be limited to short -term, immediate reactions (e.g., revenge) and does not lead to long - lasting detrimental reactions (e.g., avoidance).

Inter-failures	Relationship strength’ macro effect on revenge level	Accommodative webcare’s micro effect on revenge intensity
Perception of no inter-failures	Online complainants with a high- relationship strength have a lower revenge level than complainants with a low strength (i.e., ‘Love is blind’ effect). Following a service failure, high relationship online complainants make less harmful stability attributions than their low - relationship counterparts.	Accommodative webcare leads to less post-failure revenge intensity than no/defensive webcare (i.e., ‘Generosity stimulates forgiveness’ effect). Accommodative webcare’s positive effect is similar for low- and high- relationship online complainants. Accommodative webcare for high relationship complainants triggers the most forgiving reaction.
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Perception of few inter-failures	The revenge level is similar across low- and high-relationship online complainants. The revenge level assimilates from no to few inter -failures (i.e., ‘Diminishing love is blind’ effect).	Accommodative webcare is stillmore effective than no/defensive webcare in mitigating revenge intensity (i.e., ‘Enduring forgiveness’ effect). Accommodative webcare’s positive effect is comparable for low and high relationship strength online complainants. From no to few inter-failures, webcare types lead to comparable revenge intensities for high-relationship online complainants.
↓
Perception of multiple inter-failures	Online complainants with a high- relationship strength have a higher revenge level than complainants with a low strength (i.e., ‘Love becomes hate’ effect). Following a service failure, high relationship online complainants make more harmful stability attributions than their low - relationship counterparts. t	For low-relationship online complainants, webcare becomes ineffective (i.e., ‘Ineffective webcare’ effect). For high-relationship complainants, accommodative webcare triggers revenge intensity (i.e., ‘Boomeranging generosity’ effect). Accommodative webcare for high-relationship complainants triggers the most revengeful reaction. The boomeranging effect may be limited to short -term, immediate reactions (e.g., revenge) and does not lead to long - lasting detrimental reactions (e.g., avoidance).