Effects on satisfaction with service recovery (R2 = 0.29)
| Manipulated variables and interactions | Effect | S.E. | t (450) | p | |
|---|---|---|---|---|---|
| Compensation level | 3.21 | 0.84 | 3.80 | <0.001 | |
| Medium | 1.80 | 1.24 | 1.45 | 0.15 ns | |
| Compensation level × medium | −1.23 | 0.54 | −2.27 | 0.02 | |
| Compensation type | 2.32 | 1.16 | 2.00 | 0.046 | |
| Compensation level × compensation type | −1.59 | 0.52 | −3.03 | 0.003 | |
| Medium × compensation type | −1.20 | 0.75 | −1.59 | 0.11 ns | |
| Compensation level × medium × compensation type | 0.86 | 0.34 | 2.56 | 0.01 | |
| Conditional effects of the focal predictor at values of the moderators | |||||
| Medium | Compensation type | ||||
| Offline | Refund | 1.25 | 0.17 | 7.38 | <0.001 |
| Offline | Coupon | 0.51 | 0.16 | 3.23 | 0.001 |
| Online | Refund | 0.87 | 0.18 | 4.87 | <0.001 |
| Online | Coupon | 1.00 | 0.16 | 6.15 | <0.001 |
| Manipulated variables and interactions | Effect | S.E. | |||
|---|---|---|---|---|---|
| Compensation level | 3.21 | 0.84 | 3.80 | <0.001 | |
| Medium | 1.80 | 1.24 | 1.45 | 0.15 ns | |
| Compensation level × medium | −1.23 | 0.54 | −2.27 | 0.02 | |
| Compensation type | 2.32 | 1.16 | 2.00 | 0.046 | |
| Compensation level × compensation type | −1.59 | 0.52 | −3.03 | 0.003 | |
| Medium × compensation type | −1.20 | 0.75 | −1.59 | 0.11 ns | |
| Compensation level × medium × compensation type | 0.86 | 0.34 | 2.56 | 0.01 | |
| Medium | Compensation type | ||||
| Offline | Refund | 1.25 | 0.17 | 7.38 | <0.001 |
| Offline | Coupon | 0.51 | 0.16 | 3.23 | 0.001 |
| Online | Refund | 0.87 | 0.18 | 4.87 | <0.001 |
| Online | Coupon | 1.00 | 0.16 | 6.15 | <0.001 |
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