Table A1.

All items were measured on a five-point Likert scale

Compensation
After the service failure, my mobile ISP offered me adequate compensation for the loss incurred
After the service failure, my mobile ISP adequately compensated me for all the time I spent dealing with the service failure
After the service failure, my mobile ISP adequately compensated me to cover my financial losses
After the service failure, my mobile ISP adequately compensated me for all the hard times I had due to the service failure
After the service failure, my mobile ISP adequately compensated me for the inconvenience I went through due to the service failure
Response speed
After the service failure, my mobile ISP reacted promptly to my inquiries regarding the service failure
After the service failure, my mobile ISP quickly attended to my service failure-related problem
After the service failure, my mobile ISP responded promptly to my complaint regarding the service failure
After the service failure, my mobile ISP did not take long to solve the service failure
Apology
After the service failure, my mobile ISP apologized to me for what had happened
After the service failure, my mobile ISP expressed regret for the mistake that occurred
After the service failure, my mobile ISP apologized for the inconvenience the problem had brought to me
After the service failure, my mobile ISP apologized for what I had suffered because of the problem
Explanation
After the service failure, my mobile ISP explained why the problem might have occurred
After the service failure, my mobile ISP explained which factors might have caused the problem
After the service failure, my mobile ISP explained what might have gone wrong
After the service failure, my mobile ISP offered a convincing explanation for the reason of the problem
Perceived justice
In resolving the service failure, my mobile ISP gave me what I needed
I did not get what I deserved
The outcome I received from my mobile ISP in response to the problem was fair
The outcome of addressing the service failure was not up to expectation
My mobile ISP showed adequate flexibility in dealing with my problem
The length of time taken to resolve my problem was longer than necessary
My mobile ISP was appropriately concerned about my problem
My mobile ISP did not put the proper effort into resolving my problem
My mobile ISP’s communications with me were appropriate
My mobile ISP did not give me the courtesy I was due
Satisfaction with service recovery
I am satisfied with the way in which my problem was dealt with
I am satisfied with the way my problem was resolved
In general, my mobile ISP provided a satisfactory solution to this particular problem
I am happy with the way my problem was solved
My mobile ISP can be relied upon to keep its promises
I believe that my mobile ISP is trustworthy
I find it necessary to be cautious in dealing with this mobile ISP
I will share my service experience with my mobile ISP through social networking sites or mobile technology
I will say positive things about my mobile ISP through social networking sites or mobile technology
I will recommend my mobile ISP if someone ask me for information on social networking sites or mobile technology
After the service failure I have experienced, I will not use my current mobile ISP in the near future
I intend to use my mobile ISP’s services in the future
I will keep using the services of my mobile ISP
Source(s): Adapted from: Crosby et al. (1990), Ding et al. (2016), Huang (2011), Liao (2007), Mostafa et al. (2014) and Tektas (2017) 
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