Table A1 Results from the confirmatory...

Table A1

Results from the confirmatory factor analysis and items employed from the adapted scales

Construct	Item	Std. loadings	Z	p-value	Cronbach's alpha	AVE	CR
Redress seeking: Maxham III and Netemeyer (2002)	When I voice a complaint, I expect the company to respond timely	0.83	23.51	<0.0001	0.90	0.69	0.90
	When I voice a complaint, I expect the company to address it fairly	0.85	24.75	<0.0001
	When I complain about a defective product I expect the company to refund or replace it	0.85	24.46	<0.0001
	When I complain I expect the company to make up for the tort	0.80	22.34	<0.0001
Venting anger: Yen (2016)	Voicing a complaint is a way to make my dissatisfaction public	0.60	13.79	<0.0001	0.65	0.49	0.66
	Complaining helps me to get anger off my chest (item dropped)
	Voicing a complaint is a way to react to a situation that was unfair	0.82	18.40	<0.0001
Convenience of the channel for complaining: Schröder and Zaharia (2008)	When I have to complain, doing it through [the chosen channel] entails little effort	0.83	11.27	<0.0001	0.82	0.69	0.82
	When I have to complain, doing it through [the chosen channel] is for me the most convenient option	0.83	11.26	<0.0001
	Complaining through [the chosen channel] is the fastest way of complaining (item dropped)
Receiving social support: Zheng et al. (2016)	When I participate in social media, I feel accepted by my contacts	0.65	17.22	<0.0001	0.94	0.72	0.95
	I know that my contacts on social media are there when I need them	0.84	24.80	<0.0001
	My contacts on social media comfort me when I feel bad	0.87	26.27	<0.0001
	My contacts on social media share useful information with me (item dropped)
	My contacts on social media make me feel valued	0.85	25.41	<0.0001
	My contacts on social media express concern about my situation	0.90	27.93	<0.0001
	I know I can rely on my contacts on social media	0.86	25.70	<0.0001
	My contacts on social media encourage me not to give up when I face a problem	0.90	27.95	<0.0001
Giving social support: Zheng et al. (2016)	With my behaviour in social media I show my contacts that I accept them	0.80	23.17	<0.0001	0.96	0.76	0.96
	I comfort my contacts on social media when they feel bad	0.89	27.11	<0.0001
	I try to put myself in the shoes of my contacts on social media when something goes wrong for them	0.89	27.25	<0.0001
	I share useful information with my contacts on social media	0.67	18.03	<0.0001
	I make my contacts on social media feel valued	0.91	28.54	<0.0001
	I expressed concern about the situation of my contacts on social media	0.90	27.76	<0.0001
	I show my contacts on social media that they can rely on me	0.91	28.37	<0.0001
	I encourage my contacts on social media not to give up when they face a problem	0.93	29.61	<0.0001

Construct	Item	Std. loadings	Z	p-value	Cronbach's alpha	AVE	CR
Redress seeking: Maxham III and Netemeyer (2002)	When I voice a complaint, I expect the company to respond timely	0.83	23.51	<0.0001	0.90	0.69	0.90
	When I voice a complaint, I expect the company to address it fairly	0.85	24.75	<0.0001
	When I complain about a defective product I expect the company to refund or replace it	0.85	24.46	<0.0001
	When I complain I expect the company to make up for the tort	0.80	22.34	<0.0001
Venting anger: Yen (2016)	Voicing a complaint is a way to make my dissatisfaction public	0.60	13.79	<0.0001	0.65	0.49	0.66
	Complaining helps me to get anger off my chest (item dropped)
	Voicing a complaint is a way to react to a situation that was unfair	0.82	18.40	<0.0001
Convenience of the channel for complaining: Schröder and Zaharia (2008)	When I have to complain, doing it through [the chosen channel] entails little effort	0.83	11.27	<0.0001	0.82	0.69	0.82
	When I have to complain, doing it through [the chosen channel] is for me the most convenient option	0.83	11.26	<0.0001
	Complaining through [the chosen channel] is the fastest way of complaining (item dropped)
Receiving social support: Zheng et al. (2016)	When I participate in social media, I feel accepted by my contacts	0.65	17.22	<0.0001	0.94	0.72	0.95
	I know that my contacts on social media are there when I need them	0.84	24.80	<0.0001
	My contacts on social media comfort me when I feel bad	0.87	26.27	<0.0001
	My contacts on social media share useful information with me (item dropped)
	My contacts on social media make me feel valued	0.85	25.41	<0.0001
	My contacts on social media express concern about my situation	0.90	27.93	<0.0001
	I know I can rely on my contacts on social media	0.86	25.70	<0.0001
	My contacts on social media encourage me not to give up when I face a problem	0.90	27.95	<0.0001
Giving social support: Zheng et al. (2016)	With my behaviour in social media I show my contacts that I accept them	0.80	23.17	<0.0001	0.96	0.76	0.96
	I comfort my contacts on social media when they feel bad	0.89	27.11	<0.0001
	I try to put myself in the shoes of my contacts on social media when something goes wrong for them	0.89	27.25	<0.0001
	I share useful information with my contacts on social media	0.67	18.03	<0.0001
	I make my contacts on social media feel valued	0.91	28.54	<0.0001
	I expressed concern about the situation of my contacts on social media	0.90	27.76	<0.0001
	I show my contacts on social media that they can rely on me	0.91	28.37	<0.0001
	I encourage my contacts on social media not to give up when they face a problem	0.93	29.61	<0.0001

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