Table A1 Scale details Service journey...

Table A1

Scale details

Service journey quality (new scale)
Journey personalization^a
1	The service by X is tailored to suit customers like me^c	–
2	I feel that X can anticipate my needs^c	–
3	All my encounters with X instill the feeling that they understand my unique situation	0.88*
4	Dealing with X in different channels feels personal	0.87*
5	I can deal with X in a manner that suits my situation	0.86*
6	X's service process is designed to consider my specific situation	0.89*
Journey coherence^a
1	All my encounters with X create a clear impression of the company	0.83*
2	X has a uniform visual image in different channels	0.86*
3	No matter how I deal with X, the company looks and feels the same	0.89*
4	X's unique image is visible in all its touchpoints	0.84*
5	All details in X's different channels match	0.88*
6	I get a consistent impression of X through all service encounters	0.92*
Journey seamlessness^a
1	There are no interruptions in X's service when moving from one channel to another	0.91*
2	Different representatives of X work in concert	0.89*
3	It is easy for me to move from one encounter to another when dealing with X	0.94*
4	My purchasing process feels easy because X's various channels form a fluent journey	0.90*
5	The different phases of dealing with X form a seamless whole	0.95*
6	No matter how I deal with X, the service continues smoothly from where it was previously left	0.95*
Service quality (Cronin and Taylor, 1992)
Tangibles^a
1	X has up-to-date equipment	0.86*
2	X 's physical facilities are visually appealing	0.86*
3	X 's employees are well dressed and appear neat	0.81*
4	The appearance of the physical facilities of X is in keeping with the type of service provided	0.85*
Reliabilit^a
1	When X promises to do something by a certain time, it does so	0.91*
2	When you have problems, X is sympathetic and reassuring	0.87*
3	X is dependable	0.89*
4	X provides its services at the time it promises to do so	0.94*
5	X keeps its records accurately	0.88*
Responsiveness (R)^a
1	X does not tell its customers exactly when services will be performed	0.82*
2	You do not receive prompt service from X employees	0.92*
3	Employees of X are not always willing to help customers	0.91*
4	Employees of X are too busy to respond to customer requests promptly	0.89*
Assurance^a
1	You can trust employees of X	0.94*
2	You can feel safe in your transactions with X's employees	0.95*
3	Employees of X are polite	0.84*
4	Employees get adequate support from X to do their jobs well	0.81*
Empathy (R)^a
1	X does not give you individual attention	0.87*
2	Employees of X do not give you personal attention	0.94*
3	Employees of X do not know what your needs are	0.92*
4	X does not have your best interests at heart	0.91*
5	X does not have operating hours convenient to all their customers	0.78*
Customer loyalty (Zeithaml et al., 1996)^b
1	Say positive things about X to other people	0.93*
2	Recommend X to someone who seeks your advice	0.94*
3	Encourage friends and relatives to do business with X	0.89*
4	Consider X your first choice to buy ______ services	0.78*
CMV marker variable (Pons et al., 2006)^a
1	For me, attending sporting events is a real pleasure	0.96*
2	I am always excited when I am going to a sporting event	0.98*
3	I am always enthusiastic when I think about attending a sporting event	0.96*
4	When I attend a sporting event, I sometimes feel like I am part of the event	0.96*

Service journey quality (new scale)
Journey personalization^a
1	The service by X is tailored to suit customers like me^c	–
2	I feel that X can anticipate my needs^c	–
3	All my encounters with X instill the feeling that they understand my unique situation	0.88*
4	Dealing with X in different channels feels personal	0.87*
5	I can deal with X in a manner that suits my situation	0.86*
6	X's service process is designed to consider my specific situation	0.89*
Journey coherence^a
1	All my encounters with X create a clear impression of the company	0.83*
2	X has a uniform visual image in different channels	0.86*
3	No matter how I deal with X, the company looks and feels the same	0.89*
4	X's unique image is visible in all its touchpoints	0.84*
5	All details in X's different channels match	0.88*
6	I get a consistent impression of X through all service encounters	0.92*
Journey seamlessness^a
1	There are no interruptions in X's service when moving from one channel to another	0.91*
2	Different representatives of X work in concert	0.89*
3	It is easy for me to move from one encounter to another when dealing with X	0.94*
4	My purchasing process feels easy because X's various channels form a fluent journey	0.90*
5	The different phases of dealing with X form a seamless whole	0.95*
6	No matter how I deal with X, the service continues smoothly from where it was previously left	0.95*
Service quality (Cronin and Taylor, 1992)
Tangibles^a
1	X has up-to-date equipment	0.86*
2	X 's physical facilities are visually appealing	0.86*
3	X 's employees are well dressed and appear neat	0.81*
4	The appearance of the physical facilities of X is in keeping with the type of service provided	0.85*
Reliabilit^a
1	When X promises to do something by a certain time, it does so	0.91*
2	When you have problems, X is sympathetic and reassuring	0.87*
3	X is dependable	0.89*
4	X provides its services at the time it promises to do so	0.94*
5	X keeps its records accurately	0.88*
Responsiveness (R)^a
1	X does not tell its customers exactly when services will be performed	0.82*
2	You do not receive prompt service from X employees	0.92*
3	Employees of X are not always willing to help customers	0.91*
4	Employees of X are too busy to respond to customer requests promptly	0.89*
Assurance^a
1	You can trust employees of X	0.94*
2	You can feel safe in your transactions with X's employees	0.95*
3	Employees of X are polite	0.84*
4	Employees get adequate support from X to do their jobs well	0.81*
Empathy (R)^a
1	X does not give you individual attention	0.87*
2	Employees of X do not give you personal attention	0.94*
3	Employees of X do not know what your needs are	0.92*
4	X does not have your best interests at heart	0.91*
5	X does not have operating hours convenient to all their customers	0.78*
Customer loyalty (Zeithaml et al., 1996)^b
1	Say positive things about X to other people	0.93*
2	Recommend X to someone who seeks your advice	0.94*
3	Encourage friends and relatives to do business with X	0.89*
4	Consider X your first choice to buy ______ services	0.78*
CMV marker variable (Pons et al., 2006)^a
1	For me, attending sporting events is a real pleasure	0.96*
2	I am always excited when I am going to a sporting event	0.98*
3	I am always enthusiastic when I think about attending a sporting event	0.96*
4	When I attend a sporting event, I sometimes feel like I am part of the event	0.96*

Note(s): ^aSeven-point Likert-scale, anchored by 1- “strongly disagree” and 7- “strongly agree”

^bSeven-point rating scale concerning likelihood, anchored by 1- “very unlikely”, 7- “very likely”

^cDeleted items

*p < 0.01

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