Results of the moderated mediation analysis between the employee’s displayed emotion and service recovery satisfaction via attitude towards the employee, moderated by service recovery quality
| Path: Employee’s displayed emotion → Attitude towards the employee | ||||
|---|---|---|---|---|
| Predictor | Effect | (SE) | 95% BCCI | |
| Lower | Upper | |||
| Initial anger | −0.13* | 0.05 | −0.231 | −0.031 |
| D1 | −2.85*** | 0.60 | −4.027 | −1.677 |
| D2 | 0.86 | 0.599 | −0.321 | 2.032 |
| Quality level (W) | 1.21*** | 0.189 | 0.833 | 1.576 |
| Int_1 (D1 × W) | 0.69** | 0.268 | 0.166 | 1.221 |
| Int 2 (D2 × W) | −0.05 | 0.269 | −0.584 | 0.476 |
| Path: Attitude towards the employee → Satisfaction with recovery | ||||
Predictor | Effect | (SE) | 95% BCCI | |
| Lower | Upper | |||
| Initial anger | 0.04 | 0.067 | −0.086 | 0.175 |
| D1 | 0.64 | 0.362 | −0.069 | 1.356 |
| D2 | −0.50 | 0.356 | −1.204 | 0.198 |
| Attitude towards the employee (M) | 0.76*** | 0.057 | 0.650 | 0.876 |
| Relative conditional indirect effect of employee’s displayed emotion (X) on satisfaction with recovery (Y) | ||||
Group | Quality level (W) | Effect (SE) | 95% BCCI | |
| Lower | Upper | |||
| D1: Angry employee vs control (ref) | Bad | −1.65 (0.30) | −2.243 | −1.056 |
| Good | −0.59 (0.28) | −1.149 | −0.075 | |
| D2: Happy employee vs control (ref) | Bad | 0.61 (0.33) | −0.031 | 1.262 |
| Good | 0.53 (0.28) | −0.012 | 1.086 | |
Index of moderated mediation | Effect (SE) | 95% BCCI | ||
| Lower | Upper | |||
| D1 | 1.06 (0.39) | 0.267 | 1.809 | |
| D2 | −0.08 (0.42) | −0.919 | 0.757 | |
| Path: Employee’s displayed emotion | ||||
|---|---|---|---|---|
| Predictor | Effect | (SE) | 95% BCCI | |
| Lower | Upper | |||
| Initial anger | −0.13 | 0.05 | −0.231 | −0.031 |
| D1 | −2.85 | 0.60 | −4.027 | −1.677 |
| D2 | 0.86 | 0.599 | −0.321 | 2.032 |
| Quality level (W) | 1.21 | 0.189 | 0.833 | 1.576 |
| Int_1 (D1 × W) | 0.69 | 0.268 | 0.166 | 1.221 |
| Int 2 (D2 × W) | −0.05 | 0.269 | −0.584 | 0.476 |
| Path: Attitude towards the employee → Satisfaction with recovery | ||||
| (SE) | 95% BCCI | |||
| Lower | Upper | |||
| Initial anger | 0.04 | 0.067 | −0.086 | 0.175 |
| D1 | 0.64 | 0.362 | −0.069 | 1.356 |
| D2 | −0.50 | 0.356 | −1.204 | 0.198 |
| Attitude towards the employee (M) | 0.76 | 0.057 | 0.650 | 0.876 |
| Relative conditional indirect effect of employee’s displayed emotion (X) on satisfaction with recovery (Y) | ||||
| Quality | 95% BCCI | |||
| Lower | Upper | |||
| D1: Angry employee vs control (ref) | Bad | −1.65 (0.30) | −2.243 | −1.056 |
| Good | −0.59 (0.28) | −1.149 | −0.075 | |
| D2: Happy employee vs control (ref) | Bad | 0.61 (0.33) | −0.031 | 1.262 |
| Good | 0.53 (0.28) | −0.012 | 1.086 | |
| 95% BCCI | ||||
| Lower | Upper | |||
| D1 | 1.06 (0.39) | 0.267 | 1.809 | |
| D2 | −0.08 (0.42) | −0.919 | 0.757 | |
Notes:
*p < 0.05; **p < 0.01; ***p < 0.001; 5,000 bootstrap samples, level of confidence 95%. 5,000 bootstrap samples for percentile bootstrap CIs
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