An empirical study on how webcare mitigates complainants' failure attributions and negative word-of-mouth. - Wolfgang J. Weitzl; Clemens Hutzinger; Sabine A. Einwiller (Comput. Hum. Behav., 2018)

Rise and fall of complainants' desires: The role of pre-failure brand commitment and online service recovery satisfaction. - Wolfgang J. Weitzl; Clemens Hutzinger (Comput. Hum. Behav., 2019)

Double jeopardy: effects of inter-failures and webcare on (un-)committed online complainants' revenge. - Clemens Hutzinger; Wolfgang J. Weitzl (Internet Res., 2023)