Table AII Confirmatory factor analysis...

Table AII

Confirmatory factor analysis on complainant reactions

	λ	AVE	CR	α
Webcare satisfaction (WS)		0.73	0.93	0.91
(Brock et al., 2013)		(0.77)	(0.93)	(0.92)
WS1: I was satisfied with the handling of my complaint	0.92 (0.91)
WS2: I was very satisfied with the complaint handling of the company	0.85 (0.87)
WS3: I felt the company provided a satisfactory solution for my problem	0.86 (0.86)
WS4: Overall, I felt the service response from the company was good	0.85 (0.87)
Brand satisfaction (BS)		0.67	0.89	0.88
(Ranaweera and Jayawardhena, 2014)		(0.72)	(0.91)	(0.89)
BS1: very displeased – very pleased	0.80 (0.83)
BS2: very unfavorable – very favorable	0.83 (0.84)
BS3: very dissatisfied – very satisfied	0.81 (0.82)
BS4: very unhappy – very happy	0.86 (0.89)
Brand image (BI)		0.70	0.91	0.91
(van Noort and Willemsen, 2012)		(0.75)	(0.92)	(0.91)
BI1: The company is good	0.87 (0.90)
BI2: The company is trustworthy	0.82 (0.85)
BI3: The company is respectable	0.80 (0.82)
BI4: The company is favorable	0.85 (0.90)
Brand loyalty (BL)		0.72	0.95	0.94
(Chaudhuri and Holbrook, 2001; Zhou et al.,2014)		(0.75)	(0.92)	(0.90)
BL1: I will spend money at this company	0.88 (0.88)
BL2: I will select the company if needed in future	0.82 (0.84)
BL3: I will buy this company’s products the next time I have the opportunity	0.87 (0.89)
BL4: I intend to keep purchasing the company’s products	0.83 (0.85)
Positive word-of-mouth intention (PW)		0.65	0.86	0.84
(Zeithaml et al., 1996)		(0.72)	(0.89)	(0.89)
PW1: I will say positive things about this company to other people	0.88 (0.90)
PW2: I will recommend the company to someone who seeks my advice	0.81 (0.85)
PW3: I will encourage friends and relatives to do business with the company	0.76 (0.80)
Negative word-of-mouth intention (NW)		0.63	0.85	0.85
(Zhou et al.,2014)		(0.68)	(0.89)	(0.88)
NW1: I will spread negative word-of-mouth about the company	0.81 (0.83)
NW2: I will tell my friends not to purchase from this company	0.87 (0.89)
NW3: I will bad-mouth this company to my friends	0.79 (0.80)
NW4: I will advise other people not to buy the company’s products	0.75 (0.77)

	λ	AVE	CR	α
Webcare satisfaction (WS)		0.73	0.93	0.91
(Brock et al., 2013)		(0.77)	(0.93)	(0.92)
WS1: I was satisfied with the handling of my complaint	0.92 (0.91)
WS2: I was very satisfied with the complaint handling of the company	0.85 (0.87)
WS3: I felt the company provided a satisfactory solution for my problem	0.86 (0.86)
WS4: Overall, I felt the service response from the company was good	0.85 (0.87)
Brand satisfaction (BS)		0.67	0.89	0.88
(Ranaweera and Jayawardhena, 2014)		(0.72)	(0.91)	(0.89)
BS1: very displeased – very pleased	0.80 (0.83)
BS2: very unfavorable – very favorable	0.83 (0.84)
BS3: very dissatisfied – very satisfied	0.81 (0.82)
BS4: very unhappy – very happy	0.86 (0.89)
Brand image (BI)		0.70	0.91	0.91
(van Noort and Willemsen, 2012)		(0.75)	(0.92)	(0.91)
BI1: The company is good	0.87 (0.90)
BI2: The company is trustworthy	0.82 (0.85)
BI3: The company is respectable	0.80 (0.82)
BI4: The company is favorable	0.85 (0.90)
Brand loyalty (BL)		0.72	0.95	0.94
(Chaudhuri and Holbrook, 2001; Zhou et al.,2014)		(0.75)	(0.92)	(0.90)
BL1: I will spend money at this company	0.88 (0.88)
BL2: I will select the company if needed in future	0.82 (0.84)
BL3: I will buy this company’s products the next time I have the opportunity	0.87 (0.89)
BL4: I intend to keep purchasing the company’s products	0.83 (0.85)
Positive word-of-mouth intention (PW)		0.65	0.86	0.84
(Zeithaml et al., 1996)		(0.72)	(0.89)	(0.89)
PW1: I will say positive things about this company to other people	0.88 (0.90)
PW2: I will recommend the company to someone who seeks my advice	0.81 (0.85)
PW3: I will encourage friends and relatives to do business with the company	0.76 (0.80)
Negative word-of-mouth intention (NW)		0.63	0.85	0.85
(Zhou et al.,2014)		(0.68)	(0.89)	(0.88)
NW1: I will spread negative word-of-mouth about the company	0.81 (0.83)
NW2: I will tell my friends not to purchase from this company	0.87 (0.89)
NW3: I will bad-mouth this company to my friends	0.79 (0.80)
NW4: I will advise other people not to buy the company’s products	0.75 (0.77)

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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