Table 3 Hypothesis results Customer... | Emerald Publishing

Table 3

Hypothesis results

	Customer incivility behaviors
Variables	b	t-value	p	LLCI	ULCI
Mediation effect
Chatbot failure	0.091	21.124	0.001	0.083	0.100
Customer negative emotions	0.593	57.15	0.001	0.572	0.613
Direct effect after mediator	0.003	1.08	0.27	−0.002	0.009
Indirect effect	0.054			0.0351	0.075
Moderation effect
Customer negative emotions × Chatbot empathy	0.155	11.27	0.00	0.128	0.181

	Customer incivility behaviors
Variables	b	t-value	p	LLCI	ULCI
Mediation effect
Chatbot failure	0.091	21.124	0.001	0.083	0.100
Customer negative emotions	0.593	57.15	0.001	0.572	0.613
Direct effect after mediator	0.003	1.08	0.27	−0.002	0.009
Indirect effect	0.054			0.0351	0.075
Moderation effect
Customer negative emotions × Chatbot empathy	0.155	11.27	0.00	0.128	0.181

Note(s): 10,000 bootstrap samples, 95% confidence interval

Source(s): Authors’ own work