Table 5. Correlation matrix and AVE...

Table 5.

Correlation matrix and AVE

Variable	CC	RS	AP	EP	PJ	SAT	TR	EW	RI
Compensation	(0.664)
Response speed	0.627	(0.855)
Apology	0.596	0.680	(0.853)
Explanation	0.5.65	0.731	0.701	(0.805)
Perceived justice	0.408	0.587	0.440	0.423	(0.744)
Satisfaction with service recovery	0.507	0.661	0.534	0.541	0.486	(0.780)
Trust	0.341	0.512	0.397	0.434	0.337	0.702	(0.871)
eWOM	0.294	0.384	0.357	0.340	0.224	0.561	0.674	(0.754)
Repurchase intention	0.184	0.342	0.317	0.300	0.251	0.460	0.596	0.479	(0.803)

Variable	CC	RS	AP	EP	PJ	SAT	TR	EW	RI
Compensation	(0.664)
Response speed	0.627	(0.855)
Apology	0.596	0.680	(0.853)
Explanation	0.5.65	0.731	0.701	(0.805)
Perceived justice	0.408	0.587	0.440	0.423	(0.744)
Satisfaction with service recovery	0.507	0.661	0.534	0.541	0.486	(0.780)
Trust	0.341	0.512	0.397	0.434	0.337	0.702	(0.871)
eWOM	0.294	0.384	0.357	0.340	0.224	0.561	0.674	(0.754)
Repurchase intention	0.184	0.342	0.317	0.300	0.251	0.460	0.596	0.479	(0.803)

Note(s):

Off-diagonal values represent the intercorrelation between the constructs; All correlations are statistically significant at p < 0.001; CC = compensation; RS = response speed; AP = apology; EP = explanation; PJ = perceived justice; SAT = satisfaction with service recovery; TR = trust; EW = electronic word-of-mouth; RI = repurchase intention

Source(s): Authors’ own work

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