Table 4.
Construct means, standard deviations, and correlations.
| RI | REL | INT | EMP | ASS | RES | SAT | WOM | |
|---|---|---|---|---|---|---|---|---|
| Emotion | ||||||||
| RI | 0.811 | |||||||
| REL | 0.343 | 0.801 | ||||||
| INT | 0.418 | 0.173 | 0.823 | |||||
| EMP | 0.366 | 0.306 | 0.199 | 0.793 | ||||
| ASS | 0.435 | 0.242 | 0.190 | 0.292 | 0.849 | |||
| RES | 0.336 | 0.328 | 0.150 | 0.192 | 0.112 | 0.783 | ||
| SAT | 0.458 | 0.363 | 0.464 | 0.361 | 0.347 | 0.194 | 0.827 | |
| WOM | 0.421 | 0.314 | 0.375 | 0.343 | 0.270 | 0.340 | 0.532 | 0.754 |
| Means | 5.288 | 5.413 | 4.469 | 5.118 | 5.089 | 3.807 | 4.752 | 5.056 |
| SD | 0.903 | 0.936 | 1.198 | 1.136 | 1.151 | 1.187 | 1.134 | 1.066 |
| No emotion | ||||||||
| RI | 0.811 | |||||||
| REL | 0.244 | 0.833 | ||||||
| INT | 0.233 | 0.428 | 0.831 | |||||
| EMP | 0.332 | 0.109 | 0.145 | 0.792 | ||||
| ASS | 0.422 | 0.273 | 0.357 | 0.334 | 0.793 | |||
| RES | 0.088 | −0.109 | 0.034 | 0.073 | 0.038 | 0.760 | ||
| SAT | 0.489 | 0.386 | 0.251 | 0.181 | 0.365 | −0.060 | 0.826 | |
| WOM | 0.394 | 0.141 | 0.191 | 0.110 | 0.402 | −0.032 | 0.430 | 0.784 |
| Means | 5.390 | 5.082 | 4.943 | 5.541 | 4.307 | 4.676 | 4.897 | 5.076 |
| SD | 0.895 | 1.100 | 1.238 | 0.868 | 1.221 | 1.104 | 1.121 | 1.054 |
The square roots of the AVE for each construct are presented in bold on the diagonal of the correlation matrix. RI, repurchase intention; REL, reliability; INT, interactivity; EMP, empathy; ASS, assurance; RES, responsiveness; SAT, customer satisfaction; WOM, positive word-of-mouth; SD, standard deviation.