Table 4 Measures Variables Item OW/OL b...

Table 4

Measures

Variables	Item	OW/OL^b	t-value	Alpha	CR	AVE
Perceptions of the firm’s response (formative) based on focus group insights	(not at all useful…extremely useful)^a	–	–	–	–	–
	not at all helpful…extremely helpful	0.65	9.074***
	not at all emotional…extremely emotional	0.20	3.38**
	not at all credible…extremely credible	0.37	4.75***
Complaint satisfaction^c(reflective) adapted fromMaxham and Netemeyer (2002), Varela-Neira et al. (2010)	I would be satisfied with the way the hotel handled my complaint	0.96	156.74***	0.95	0.96	0.90
	Complaining to the hotel seems to be a positive experience	0.94	108.90***
	In my opinion, the hotel provides a satisfactory answer to my problem	0.95	104.13***
Customer orientation perceptions3 (reflective) adapted fromHomburg and Fürst (2007), Valenzuela et al. (2010)	The hotel is aware that customers are important factors that influence their success	0.89	63.94***	0.94	0.96	0.85
	The hotel emphasizes customer-related activities	0.93	78.12***
	The hotel has a customer-oriented culture	0.95	133.95***
	Customers are a focal point of the … hotel’s activities	0.92	52.04***
Attitudes toward the firm (reflective) adapted fromSpears and Singh (2004)	unappealing…appealing	0.90	61.00***	0.96	0.97	0.87
	bad…good	0.93	91.88***
	unpleasant…pleasant	0.95	134.79***
	unfavorable…favorable	0.95	175.24***
	unlikeable…likeable	0.95	130.06***

Variables	Item	OW/OL^b	t-value	Alpha	CR	AVE
Perceptions of the firm’s response (formative) based on focus group insights	(not at all useful…extremely useful)^a	–	–	–	–	–
	not at all helpful…extremely helpful	0.65	9.074***
	not at all emotional…extremely emotional	0.20	3.38**
	not at all credible…extremely credible	0.37	4.75***
Complaint satisfaction^c(reflective) adapted fromMaxham and Netemeyer (2002), Varela-Neira et al. (2010)	I would be satisfied with the way the hotel handled my complaint	0.96	156.74***	0.95	0.96	0.90
	Complaining to the hotel seems to be a positive experience	0.94	108.90***
	In my opinion, the hotel provides a satisfactory answer to my problem	0.95	104.13***
Customer orientation perceptions3 (reflective) adapted fromHomburg and Fürst (2007), Valenzuela et al. (2010)	The hotel is aware that customers are important factors that influence their success	0.89	63.94***	0.94	0.96	0.85
	The hotel emphasizes customer-related activities	0.93	78.12***
	The hotel has a customer-oriented culture	0.95	133.95***
	Customers are a focal point of the … hotel’s activities	0.92	52.04***
Attitudes toward the firm (reflective) adapted fromSpears and Singh (2004)	unappealing…appealing	0.90	61.00***	0.96	0.97	0.87
	bad…good	0.93	91.88***
	unpleasant…pleasant	0.95	134.79***
	unfavorable…favorable	0.95	175.24***
	unlikeable…likeable	0.95	130.06***

Note(s)

^aThe first indicator was excluded from the analysis because of high correlations with the other indicators; low to moderate correlations between the remaining indicators; ^bOW = outer weights (formative indicators), OL = outer loadings (reflective indicators); CR = composite reliability, AVE = average variance extracted; ^cscales for complaint satisfaction and customer orientation perceptions: 1 = completely disagree, …, 7 = completely agree; model fit: SRMR = 0.03; NFI = 0.93; ***: p < 0.001; **: p < 0.01; *: p < 0.05; The stars do not represent footnote designators. They indicate statistical significance levels. The meaning of the stars as significance levels is explained in the table’s footnote

Source(s): Authors’ work

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