Reliability and validity of measurement items
| Constructs with items | Study 4 | |
|---|---|---|
| FL | ITTC | |
| Manipulation check items for emotional competence (α = 0.845; AVE = 0.686) | ||
| The fashion advisor was capable of recognizing that I am looking forward to the consultation | 0.834 | 0.690 |
| The fashion advisor was altogether capable of perceiving how I was feeling at the beginning of the conversation | 0.771 | 0.603 |
| The fashion advisor was able to understand why I don't like online shopping | 0.827 | 0.686 |
| The fashion advisor perfectly understood the reason for my feelings | 0.878 | 0.766 |
| Manipulation check items for context (α = 0.948; AVE = 0.951) | ||
| I should imagine using the following fashion consultation: online … offline in a store | 0.975 | 0.901 |
| I should imagine shopping in the following context: online … offline in a store | 0.975 | 0.901 |
| Advice taking (α = 0.937; AVE = 0.842) | ||
| It is very likely that I follow the fashion advisor's recommendation | 0.939 | 0.887 |
| I will factor in the opinion of the fashion advisor into my decision-making process | 0.893 | 0.812 |
| I am open to make a decision based on the input of the fashion advisor | 0.931 | 0.873 |
| I will consider the advice of the fashion advisor when making my decision | 0.906 | 0.832 |
| Satisfaction (α = 0.931; AVE = 0.880) | ||
| Overall, I am satisfied with my fashion advisor | 0.927 | 0.837 |
| My choice to use the service of the fashion advisor was a wise one | 0.937 | 0.859 |
| I think I did the right thing when I decided to use the fashion advisor's service | 0.950 | 0.884 |
| WOM (α = 0.932; AVE = 0.880) | ||
| I will say positive things about DressMe to other people | 0.943 | 0.870 |
| I will recommend DressMe to someone who seeks my advice | 0.941 | 0.866 |
| I will encourage friends and relatives to use the service of DressMe | 0.930 | 0.844 |
| Customer emotional state (α = 0.936; AVE = 0.890) | ||
| After the fashion consultation, I feel happy | 0.953 | 0.888 |
| After the fashion consultation, I feel joyful | 0.956 | 0.894 |
| After the fashion consultation, I feel pleased | 0.921 | 0.828 |
| Customer mood (α = 8,260; AVE = 0.878) | ||
| Currently I'm in a good mood | 0.937 | 0.755 |
| As I answer these questions, I feel cheerful | 0.937 | 0.755 |
| Constructs with items | Study 4 | |
|---|---|---|
| FL | ITTC | |
| The fashion advisor was capable of recognizing that I am looking forward to the consultation | 0.834 | 0.690 |
| The fashion advisor was altogether capable of perceiving how I was feeling at the beginning of the conversation | 0.771 | 0.603 |
| The fashion advisor was able to understand why I don't like online shopping | 0.827 | 0.686 |
| The fashion advisor perfectly understood the reason for my feelings | 0.878 | 0.766 |
| I should imagine using the following fashion consultation: online … offline in a store | 0.975 | 0.901 |
| I should imagine shopping in the following context: online … offline in a store | 0.975 | 0.901 |
| It is very likely that I follow the fashion advisor's recommendation | 0.939 | 0.887 |
| I will factor in the opinion of the fashion advisor into my decision-making process | 0.893 | 0.812 |
| I am open to make a decision based on the input of the fashion advisor | 0.931 | 0.873 |
| I will consider the advice of the fashion advisor when making my decision | 0.906 | 0.832 |
| Overall, I am satisfied with my fashion advisor | 0.927 | 0.837 |
| My choice to use the service of the fashion advisor was a wise one | 0.937 | 0.859 |
| I think I did the right thing when I decided to use the fashion advisor's service | 0.950 | 0.884 |
| I will say positive things about DressMe to other people | 0.943 | 0.870 |
| I will recommend DressMe to someone who seeks my advice | 0.941 | 0.866 |
| I will encourage friends and relatives to use the service of DressMe | 0.930 | 0.844 |
| After the fashion consultation, I feel happy | 0.953 | 0.888 |
| After the fashion consultation, I feel joyful | 0.956 | 0.894 |
| After the fashion consultation, I feel pleased | 0.921 | 0.828 |
| Currently I'm in a good mood | 0.937 | 0.755 |
| As I answer these questions, I feel cheerful | 0.937 | 0.755 |
Note(s): FL = factor loading, ITTC = item to total correlation, α = Cronbach's alpha, AVE = average variance extracted, WOM = word of mouth communication
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