Table 7 Process model 91: study 2 DV... | Emerald Publishing

Table 7

Process model 91: study 2

DV	Procedural justice	Customer satisfaction	Customer loyalty
Intercept	4.45 (0.33)^***	1.41 (0.63)^**	0.15 (0.24)
Service recovery resilience	1.34 (0.18)^***	0.25 (0.14)^*	−0.02 (0.10)
Procedural justice		0.08 (0.16)	0.04 (0.05)
Interactional justice		0.34 (0.12)^***
Procedural justice × interactional justice		0.06 (0.03)^**
Customer satisfaction			0.86 (0.04)^***
Age	0.01 (0.01)	−0.01 (0.01)^***	0.01 (0.01)
Gender	−0.15 (0.19)	0.09 (0.13)	0.19 (0.10)^***
Level of education	−0.25 (0.20)	−0.08 (0.13)	0.02 (0.10)
Purchasing frequency	−0.07 (0.04)^*	0.04 (0.03)	0.01 (0.02)
F-value (df)	11.56 (5, 235)^***	52.33 (8, 232)^***	126.19 (7, 233)^***
R²	0.44	0.80	0.89
Index of moderated mediation	0.06 (0.04) CI [0.01,0.14]
N	241	241	241

DV	Procedural justice	Customer satisfaction	Customer loyalty
Intercept	4.45 (0.33)^***	1.41 (0.63)^**	0.15 (0.24)
Service recovery resilience	1.34 (0.18)^***	0.25 (0.14)^*	−0.02 (0.10)
Procedural justice		0.08 (0.16)	0.04 (0.05)
Interactional justice		0.34 (0.12)^***
Procedural justice × interactional justice		0.06 (0.03)^**
Customer satisfaction			0.86 (0.04)^***
Age	0.01 (0.01)	−0.01 (0.01)^***	0.01 (0.01)
Gender	−0.15 (0.19)	0.09 (0.13)	0.19 (0.10)^***
Level of education	−0.25 (0.20)	−0.08 (0.13)	0.02 (0.10)
Purchasing frequency	−0.07 (0.04)^*	0.04 (0.03)	0.01 (0.02)
F-value (df)	11.56 (5, 235)^***	52.33 (8, 232)^***	126.19 (7, 233)^***
R²	0.44	0.80	0.89
Index of moderated mediation	0.06 (0.04) CI [0.01,0.14]
N	241	241	241

Note(s): p < 0.01^***; p < 0.05^**; p < 0.1^*; standard errors of the coefficients are reported in parentheses; CI confidence interval