Table 5 Process model 6: study 1 DV...

Table 5

Process model 6: study 1

DV	Procedural justice	Customer satisfaction	Customer loyalty
Intercept	4.25 (0.61)^***	1.11 (0.67)^*	0.09 (0.45)
Service recovery resilience	0.83 (0.21)^***	−0.13 (0.21)	−0.09 (0.14)
Procedural justice		0.96 (0.08)^***	−0.10 (0.08)
Customer satisfaction			0.92 (0.06)^***
Age	0.01 (0.01)	−0.01 (0.01)	0.01 (0.01)
Gender	−0.07 (0.21)	0.45 (0.19)^**	0.01 (0.13)
Level of education	0.21 (0.24)	−0.64 (0.22)^***	−0.06 (0.15)
Purchasing frequency	0.06 (0.06)	−0.14 (0.06)^**	0.07 (0.04)^*
F-value (df)	3.54 (5, 121)^***	26.37 (6, 120)^***	66.45 (7, 119)^***
R²	0.36	0.75	0.89
Indirect effect 1	−0.08 CI [–0.25; 0.06]
Indirect effect 2	−0.12 CI [–0.50; 0.26]
Indirect effect 3	0.74 CI [0.38; 1.14]
N	127	127	127

DV	Procedural justice	Customer satisfaction	Customer loyalty
Intercept	4.25 (0.61)^***	1.11 (0.67)^*	0.09 (0.45)
Service recovery resilience	0.83 (0.21)^***	−0.13 (0.21)	−0.09 (0.14)
Procedural justice		0.96 (0.08)^***	−0.10 (0.08)
Customer satisfaction			0.92 (0.06)^***
Age	0.01 (0.01)	−0.01 (0.01)	0.01 (0.01)
Gender	−0.07 (0.21)	0.45 (0.19)^**	0.01 (0.13)
Level of education	0.21 (0.24)	−0.64 (0.22)^***	−0.06 (0.15)
Purchasing frequency	0.06 (0.06)	−0.14 (0.06)^**	0.07 (0.04)^*
F-value (df)	3.54 (5, 121)^***	26.37 (6, 120)^***	66.45 (7, 119)^***
R²	0.36	0.75	0.89
Indirect effect 1	−0.08 CI [–0.25; 0.06]
Indirect effect 2	−0.12 CI [–0.50; 0.26]
Indirect effect 3	0.74 CI [0.38; 1.14]
N	127	127	127

Note(s): p < 0.01^***; p < 0.05^**; p < 0.1^*; standard errors of the coefficients are reported in parentheses; indirect effect 1: service recovery resilience → procedural justice → customer loyalty; Indirect Effect 2: service recovery resilience → customer satisfaction → customer loyalty; indirect effect 3: service recovery resilience → procedural justice → customer satisfaction → customer loyalty; CI confidence interval

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