Table AI Confirmatory factor analysis on...

Table AI

Confirmatory factor analysis on complaint goals

Measurement items	λ	AVE	CR	α
Redress seeking (RS)		0.66	0.89	0.89
(Yen and Tang, 2015; Yoo et al., 2013)		(0.71)	(0.91)	(0.90)
RS1: I expected to get a compensation from the company	0.83 (0.84)
RS2: I wanted a monetary refund from the company	0.80 (0.82)
RS3: I wanted to be reimbursed for my expenses	0.80 (0.84)
RS4: I desired a compensation for my troubles by the company	0.83 (0.87)
Empowerment (EM)		0.53	0.70	0.68
(Hennig-Thurau et al., 2004)		(0.57)	(0.72)	(0.71)
EM1: One has more power together with others when complaining publicly online	0.74 (0.77)
EM2: My online complaint puts more pressure on the company	0.72 (0.74)
Helping the company (HE)		0.55	0.83	0.83
(Hennig-Thurau et al., 2004; Yen and Tang, 2015)		(0.61)	(0.86)	(0.84)
HE1: I wanted to help the company to improve	0.74 (0.78)
HE2: I wanted to give the company the opportunity to resolve the problem	0.70 (0.71)
HE3: I wanted to give the company the opportunity to demonstrate their customer service quality publicly	0.76 (0.81)
HE4: I wanted to inform the company about my negative experience	0.77 (0.82)
Recognition by the company (RE)		0.55	0.71	070
(adapted from Istanbulluoglu, 2017)		(0.60)	(0.75)	(0.74)
RE1: I wanted the company to appreciate me	0.74 (0.77)
RE2: I wanted the company to respect me	0.74 (0.78)
Altruism towards other consumers (AL)		0.52	0.76	0.74
(Hennig-Thurau et al., 2004)		(0.61)	(0.82)	(0.82)
AL1: I wanted to save others from having the same negative experiences as me	0.74 (0.80)
AL2: I wanted to help others with my own experiences	0.72 (0.80)
AL3: I wanted to give others the opportunity to choose the right company	0.70 (0.75)
Venting (VE)		0.52	0.76	0.76
(Hennig-Thurau et al., 2004)		(0.59)	(0.81)	(0.79)
VE1: My complaint helped me to shake off frustration	0.71 (0.75)
VE2: I wanted to get anger off my chest	0.75 (0.81)
VE3: I wanted to express my anger about my negative experience	0.70 (0.75)
Revenge taking (RT)		0.73	0.91	0.92
(Bronner and Hoog, 2011)		(0.72)	(0.91)	(0.91)
RT1: The company earlier harmed me – now I want to harm the company	0.87 (0.87)
RT2: I want to take vengeance upon the company	0.87 (0.88)
RT3: I want to punish the company in some way	0.83 (0.80)
RT4: I thought about ways to sabotage the company	0.86 (0.84)
Entertainment (EN)		0.68	0.86	0.86
(Bronner and Hoog, 2011; Hennig-Thurau et al., 2004)		(0.69)	(0.87)	(0.85)
EN1: It is fun to communicate this way with other people	0.79 (0.80)
EN2: It was entertaining to write the negative comment	0.86 (0.85)
EN3: I enjoyed it	0.82 (0.84)

Measurement items	λ	AVE	CR	α
Redress seeking (RS)		0.66	0.89	0.89
(Yen and Tang, 2015; Yoo et al., 2013)		(0.71)	(0.91)	(0.90)
RS1: I expected to get a compensation from the company	0.83 (0.84)
RS2: I wanted a monetary refund from the company	0.80 (0.82)
RS3: I wanted to be reimbursed for my expenses	0.80 (0.84)
RS4: I desired a compensation for my troubles by the company	0.83 (0.87)
Empowerment (EM)		0.53	0.70	0.68
(Hennig-Thurau et al., 2004)		(0.57)	(0.72)	(0.71)
EM1: One has more power together with others when complaining publicly online	0.74 (0.77)
EM2: My online complaint puts more pressure on the company	0.72 (0.74)
Helping the company (HE)		0.55	0.83	0.83
(Hennig-Thurau et al., 2004; Yen and Tang, 2015)		(0.61)	(0.86)	(0.84)
HE1: I wanted to help the company to improve	0.74 (0.78)
HE2: I wanted to give the company the opportunity to resolve the problem	0.70 (0.71)
HE3: I wanted to give the company the opportunity to demonstrate their customer service quality publicly	0.76 (0.81)
HE4: I wanted to inform the company about my negative experience	0.77 (0.82)
Recognition by the company (RE)		0.55	0.71	070
(adapted from Istanbulluoglu, 2017)		(0.60)	(0.75)	(0.74)
RE1: I wanted the company to appreciate me	0.74 (0.77)
RE2: I wanted the company to respect me	0.74 (0.78)
Altruism towards other consumers (AL)		0.52	0.76	0.74
(Hennig-Thurau et al., 2004)		(0.61)	(0.82)	(0.82)
AL1: I wanted to save others from having the same negative experiences as me	0.74 (0.80)
AL2: I wanted to help others with my own experiences	0.72 (0.80)
AL3: I wanted to give others the opportunity to choose the right company	0.70 (0.75)
Venting (VE)		0.52	0.76	0.76
(Hennig-Thurau et al., 2004)		(0.59)	(0.81)	(0.79)
VE1: My complaint helped me to shake off frustration	0.71 (0.75)
VE2: I wanted to get anger off my chest	0.75 (0.81)
VE3: I wanted to express my anger about my negative experience	0.70 (0.75)
Revenge taking (RT)		0.73	0.91	0.92
(Bronner and Hoog, 2011)		(0.72)	(0.91)	(0.91)
RT1: The company earlier harmed me – now I want to harm the company	0.87 (0.87)
RT2: I want to take vengeance upon the company	0.87 (0.88)
RT3: I want to punish the company in some way	0.83 (0.80)
RT4: I thought about ways to sabotage the company	0.86 (0.84)
Entertainment (EN)		0.68	0.86	0.86
(Bronner and Hoog, 2011; Hennig-Thurau et al., 2004)		(0.69)	(0.87)	(0.85)
EN1: It is fun to communicate this way with other people	0.79 (0.80)
EN2: It was entertaining to write the negative comment	0.86 (0.85)
EN3: I enjoyed it	0.82 (0.84)

Notes:

λ – Standardized factor loadings; AVE – Average variance extracted; CR – Construct reliability and α – Cronbach’s alpha; Results for Study 2 in parentheses

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