Measurement items
| Construct | Items |
|---|---|
| Recall strategy | What do you think about how ABC handles the recall? Extremely timely vs extremely delayed Extremely passive vs extremely proactive |
| Compensation | What do you think about the ABC’s compensation? Very little vs very large |
| Purchase intention | What is the chance for you to purchase orange juice from ABC in the future? Very unlikely vs very likely Very inclined not to vs very inclined to Certainly not vs certainly yes |
| Legitimacy | The way ABC handles the tainted orange juice is reasonable |
| The way ABC handles the tainted orange juice is fair | |
| ABC’s managers are considerate of consumers | |
| ABC has a strong sense of responsibility | |
| ABC is an honest organization | |
| ABC’s compensation is reasonable | |
| ABC’s compensation is fair | |
| I understand why ABC compensated its consumers’ loss in this way | |
| I understand why ABC responded to the internal inspection results at the speed that it did | |
| The reason that ABC wanted to recall the tainted orange juice drink product is understandable | |
| The way that ABC recall the tainted orange juice is common in the industry | |
| The way that ABC compensate consumers is common in the industry |
| Construct | Items |
|---|---|
| Recall strategy | What do you think about how ABC handles the recall? |
| Compensation | What do you think about the ABC’s compensation? |
| Purchase intention | What is the chance for you to purchase orange juice from ABC in the future? |
| Legitimacy | The way ABC handles the tainted orange juice is reasonable |
| The way ABC handles the tainted orange juice is fair | |
| ABC’s managers are considerate of consumers | |
| ABC has a strong sense of responsibility | |
| ABC is an honest organization | |
| ABC’s compensation is reasonable | |
| ABC’s compensation is fair | |
| I understand why ABC compensated its consumers’ loss in this way | |
| I understand why ABC responded to the internal inspection results at the speed that it did | |
| The reason that ABC wanted to recall the tainted orange juice drink product is understandable | |
| The way that ABC recall the tainted orange juice is common in the industry | |
| The way that ABC compensate consumers is common in the industry |
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