Table 3. Moderated mediation analysis... | Emerald Publishing

Table 3.

Moderated mediation analysis (Study 3)

	Perceived relief (M)				Customer review (Y)
Variables	Coeff	SE	t	p	Coeff	SE	t	p
Constant	3.065	0.111	27.561	< 0.001	1.706	0.126	13.548	< 0.001
AI bot modality (X)	0.429	0.158	2.717	0.007	−0.001	0.083	−0.012	0.990
Service failure sev. (W)	−0.418	0.157	−2.667	0.008	–	–	–	–
X × W	−0.491	0.223	−2.203	0.028	–	–	–	–
Perceived relief (M)	–	–	–	–	0.669	0.039	17.075	< 0.001

	Perceived relief (M)				Customer review (Y)
Variables	Coeff	SE	t	p	Coeff	SE	t	p
Constant	3.065	0.111	27.561	< 0.001	1.706	0.126	13.548	< 0.001
AI bot modality (X)	0.429	0.158	2.717	0.007	−0.001	0.083	−0.012	0.990
Service failure sev. (W)	−0.418	0.157	−2.667	0.008	–	–	–	–
X × W	−0.491	0.223	−2.203	0.028	–	–	–	–
Perceived relief (M)	–	–	–	–	0.669	0.039	17.075	< 0.001