Table 4 Measurement scales Scale Type of... | Emerald Publishing

Table 4

Measurement scales

Scale	Type of Scale	Description	Cronbach's α
(1) Perceived Severity of Service Failure (Maxham and Netemeyer, 2002)	5-point scale “not a problem” to “a major problem”	What I experienced on this website is …	0.953 (3 items)
	5-point scale “no inconvenience” to “a major inconvenience”
	5-point scale “not an aggravation” to “a major aggravation”
(2) (Overall) Satisfaction with the Retailer's Online Store (Maxham and Netemeyer, 2002)	7-point scale “strongly disagree” to “strongly agree”	I am satisfied with my overall experience with this online store	0.853 (3 items)
	7-point scale “strongly disagree” to “strongly agree”	As a whole, I am not satisfied with this online store (R)
	7-point scale“very dissatisfied” to “very satisfied”	How satisfied are you overall with the quality of this online store?
(3) Attitude towards the Retailer's Brand (Spears and Singh, 2004)	7-point scale “strongly disagree” to “strongly agree”	I like this retailer I feel positive towards this retailer Shopping at this retailer is desirable	0.945 (3 items)
(4) Willingness to Stay (continue shopping) (Wakefield and Baker, 1998)	5-point scale “strongly disagree” to “strongly agree”	I like to remain in this online store as long as possible I enjoy spending time in this online store	0.924 (3 items)
(5) Intentions to Spend Less (Baker et al., 2002)	10-point scale at “much less” to “much more”	How likely are you to spend more or less in this online store than planned?	–
(6) Negative WOM (Baker et al., 2002)	10-point scale at “very unlikely” to “very likely”	I am willing to recommend this online store to others	–
(7) Likelihood to Abandon Shopping Cart (Wakefield and Baker, 1998)	10-point scale at “very unlikely” to “very likely”	How likely are you to proceed to the check out and pay for the product you chose?	–
(8) Outshopping Propensity (Disloyalty) (Wakefield and Baker, 1998)	Semantic differential	In the future, shopping on this website is Not at all – very frequent Unlikely – likely Not probable – very probable Impossible – very possible	0.899 (4 items)
(9) Attribution of Controllability and Stability (Russell, 1982; Hess et al., 2003)	Semantic differential	The cause of the (failure description) is likely to be Temporary – Permanent Stable over time – Varies over time. (R) Changing over time – Unchanging over time Highly controllable by the retailer – Not at all controllable by the retailer (R) Preventable by the retailer – Not at all preventable by the retailer (R)	0.600 (5 items)
(10) Customers' Service Recovery Expectations (Hess et al., 2003)	7-point scale “strongly disagree” to “strongly agree”	I expect the retailer to do everything in its power to solve the problem I don't expect the retailer to exert much effort to solve problem. (R) I expect the retailer to try to make up for the (failure description)	0.697 (3 items)
(11) Mobile Shopping Experience	6-point scale “very inexperienced” to “very experienced”	How experienced would you say you are with shopping apparel mobile?	–

Scale	Type of Scale	Description	Cronbach's α
(1) Perceived Severity of Service Failure (Maxham and Netemeyer, 2002)	5-point scale“not a problem” to “a major problem”	What I experienced on this website is …	0.953 (3 items)
	5-point scale“no inconvenience” to “a major inconvenience”
	5-point scale“not an aggravation” to “a major aggravation”
(2) (Overall)Satisfaction with the Retailer'sOnline Store (Maxham and Netemeyer, 2002)	7-point scale“strongly disagree” to “strongly agree”	I am satisfied with my overall experience with this online store	0.853 (3 items)
	7-point scale“strongly disagree” to “strongly agree”	As a whole, I am not satisfied with this online store (R)
	7-point scale“very dissatisfied” to “very satisfied”	How satisfied are you overall with the quality of this online store?
(3) Attitude towards the Retailer's Brand (Spears and Singh, 2004)	7-point scale“strongly disagree” to “strongly agree”	I like this retailerI feel positive towards this retailerShopping at this retailer is desirable	0.945 (3 items)
(4) Willingness to Stay (continue shopping) (Wakefield and Baker, 1998)	5-point scale“strongly disagree” to “strongly agree”	I like to remain in this online store as long as possibleI enjoy spending time in this online store	0.924 (3 items)
(5) Intentions to Spend Less (Baker et al., 2002)	10-point scaleat “much less” to “much more”	How likely are you to spend more or less in this online store than planned?	–
(6) Negative WOM (Baker et al., 2002)	10-point scaleat “very unlikely” to “very likely”	I am willing to recommend this online store to others	–
(7) Likelihood to Abandon Shopping Cart (Wakefield and Baker, 1998)	10-point scaleat “very unlikely” to “very likely”	How likely are you to proceed to the check out and pay for the product you chose?	–
(8) Outshopping Propensity (Disloyalty) (Wakefield and Baker, 1998)	Semantic differential	In the future, shopping on this website isNot at all – very frequentUnlikely – likelyNot probable – very probableImpossible – very possible	0.899 (4 items)
(9) Attribution of Controllability and Stability (Russell, 1982; Hess et al., 2003)	Semantic differential	The cause of the (failure description) is likely to beTemporary – PermanentStable over time – Varies over time. (R)Changing over time – Unchanging over timeHighly controllable by the retailer – Not at allcontrollable by the retailer (R)Preventable by the retailer – Not at all preventableby the retailer (R)	0.600 (5 items)
(10) Customers' Service Recovery Expectations (Hess et al., 2003)	7-point scale“strongly disagree” to “strongly agree”	I expect the retailer to do everything in its power to solve the problemI don't expect the retailer to exert much effort to solve problem. (R)I expect the retailer to try to make up for the (failure description)	0.697 (3 items)
(11) Mobile Shopping Experience	6-point scale“very inexperienced” to “very experienced”	How experienced would you say you are with shopping apparel mobile?	–

Source(s): Table by author