Table 3.

Reliability and validity tests: with and without emotion words.

Variable	Indicator	Estimate		t -value		AVE		Cronbach's a		CR
		With	W/out	With	W/out	With	W/out	With	W/out	With	W/out
Reliability	REL1	0.870	0.825	10.756	12.164	0.642	0.693	0.828	0.867	0.843	0.872
	REL2	0.771	0.848	10.188	12.442
	REL3	0.758	0.825	–	–
Responsiveness	RES1	0.732	0.739	9.749	8.516	0.613	0.577	0.820	0.803	0.825	0.804
	RES2	0.760	0.800	10.012	8.621
	RES3	0.851	0.739	–	–
Assurance	ASS1	0.904	0.822	13.159	10.992	0.721	0.629	0.885	0.830	0.886	0.835
	ASS2	0.850	0.733	12.662	10.035
	ASS3	0.790	0.821	–	–
Interactivity	INT1	0.769	0.883	11.639	11.853	0.677	0.690	0.859	0.868	0.862	0.869
	INT2	0.828	0.834	12.513	11.509
	INT3	0.868	0.771	–	–
Empathy	EMP1	0.776	0.786	10.273	10.004	0.630	0.628	0.825	0.822	0.836	0.835
	EMP2	0.805	0.813	10.501	10.150
	EMP3	0.799	0.778	–	–
Satisfaction	SAT1	0.801	0.830	–	–	0.685	0.682	0.862	0.854	0.866	0.865
	SAT2	0.776	0.874	11.417	12.842
	SAT3	0.900	0.771	12.982	11.435
Repurchase intention	RI1	0.779	0.806	–	–	0.658	0.657	0.828	0.834	0.852	0.852
	RI2	0.807	0.835	11.090	11.471
	RI3	0.846	0.790	11.472	10.995
Positive WOM	WOM1	0.960	0.959	–	–	0.569	0.614	0.809	0.833	0.791	0.822
	WOM2	0.582	0.636	9.315	10.538
	WOM3	0.668	0.720	11.548	13.014

With, emotion words; W/out, no emotion words; AVE, average variance extracted; CR, construct reliability.

Emotion words: CMIN/DF = 1.280; GFI = 0.890; IFI = 0.972; TLI = 0.965; CFI = 0.972; RMSEA = 0.038.

No emotion words: CMIN/DF = 1.443; GFI = 0.878; IFI = 0.955; TLI = 0.943; CFI = 0.954; RMSEA = 0.049.