Table 4 Profile of the segments for... | Emerald Publishing

Table 4

Profile of the segments for offline buyers

Variable	Cluster 1	Cluster 2	Cluster 3	Cluster 4	Cluster 5
Cluster size	25.3%	21.6%	19.9%	16.9%	16.3%
Complaint channel (first attempt)
Store	0.706	0.862	0.962	0.274	0.122
Website/Email	0.294	0.001	0.001	0.363	0.775
Social media	0.000	0.137	0.038	0.363	0.103
Complaint channel (second attempt)
Store	0.331	0.177	0.162	0.365	0.564
Website/Email	0.502	0.608	0.571	0.339	0.026
Social media	0.166	0.215	0.268	0.296	0.410
Covariates
Redress seeking	6.382	6.849	6.663	5.449	6.703
Venting anger	6.262	6.016	6.650	5.189	6.122
Convenience	5.422	5.402	4.235	5.244	6.642
Receiving social support	3.861	2.235	4.422	4.040	3.999
Giving social support	3.997	3.258	5.148	4.767	4.573
Sex (female)	0.612	0.544	0.609	0.496	0.870
Age	52.254	39.093	35.397	28.919	35.882

Variable	Cluster 1	Cluster 2	Cluster 3	Cluster 4	Cluster 5
Cluster size	25.3%	21.6%	19.9%	16.9%	16.3%
Complaint channel (first attempt)
Store	0.706	0.862	0.962	0.274	0.122
Website/Email	0.294	0.001	0.001	0.363	0.775
Social media	0.000	0.137	0.038	0.363	0.103
Complaint channel (second attempt)
Store	0.331	0.177	0.162	0.365	0.564
Website/Email	0.502	0.608	0.571	0.339	0.026
Social media	0.166	0.215	0.268	0.296	0.410
Covariates
Redress seeking	6.382	6.849	6.663	5.449	6.703
Venting anger	6.262	6.016	6.650	5.189	6.122
Convenience	5.422	5.402	4.235	5.244	6.642
Receiving social support	3.861	2.235	4.422	4.040	3.999
Giving social support	3.997	3.258	5.148	4.767	4.573
Sex (female)	0.612	0.544	0.609	0.496	0.870
Age	52.254	39.093	35.397	28.919	35.882

Note(s): Conditional probabilities are displayed for indicators and sex, whereas means are displayed for continuous covariates to increase readability