Mean values related to the interaction effect identified in the path analysis
| Complaint satisfaction | Perceptions of the firm’s response | |||||||
|---|---|---|---|---|---|---|---|---|
| Helpful | Emotional | Credible | ||||||
| Account type | Standard | Humanized | standard | Humanized | standard | Humanized | standard | Humanized |
| Response type | ||||||||
| Accommodative | 4.22 | 3.90 | 4.22 | 3.84 | 3.63 | 3.40 | 4.39 | 4.31 |
| Defensive | 1.71 | 2.28 | 2.15 | 2.72 | 2.65 | 3.22 | 3.04 | 3.44 |
| Δ | 2.51 | 1.63 | 2.07 | 1.12 | 0.98 | 0.18 | 1.35 | 0.87 |
| t-value | 12.71*** | 6.18*** | 8.95*** | 3.83*** | 4.60*** | 0.67 | 5.82*** | 2.98** |
| Complaint satisfaction | Perceptions of the firm’s response | |||||||
|---|---|---|---|---|---|---|---|---|
| Helpful | Emotional | Credible | ||||||
| Standard | Humanized | standard | Humanized | standard | Humanized | standard | Humanized | |
| 4.22 | 3.90 | 4.22 | 3.84 | 3.63 | 3.40 | 4.39 | 4.31 | |
| 1.71 | 2.28 | 2.15 | 2.72 | 2.65 | 3.22 | 3.04 | 3.44 | |
| 2.51 | 1.63 | 2.07 | 1.12 | 0.98 | 0.18 | 1.35 | 0.87 | |
| 12.71 | 6.18 | 8.95 | 3.83 | 4.60 | 0.67 | 5.82 | 2.98 | |
***: p < 0.001; **: p < 0.01; *: p < 0.05
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