Constructs	Items	Sources
Affective repair	I think the healthcare institution has made an obvious apology.	Xie and Peng [28]
	I think that I received affective compensation (e.g., apologize in person).
	I think the healthcare institution has taken patients’ emotions into account in responding to the negative publicity.
Functional repair	I received concrete compensation.	Xie and Peng [28]
	I think the healthcare institution has made functional efforts (e.g., money back, discount) in response to the negative publicity.
	I think the healthcare institution has made economic compensation for losses in negative publicity.
Information restoration	The healthcare institution has responded to this incident.	Xie and Peng [28]
	The healthcare institution’s response contains the necessary information.
	The healthcare institution has provided me with the information I need about this incident.
Trust repair	I am willing for my trust to be repaired.	Sedikides [68]
	I think the trust repair can help to reduce negative emotions toward the incident.
	I think the trust repair has restored my trust.
	I think the trust repair has given me confidence.
Word-of-mouth	I will say positive things about this healthcare institution to other people.	Babin, Lee, Kim and Griffin [72]
	I will recommend this healthcare institution to someone who seeks my advice.
	I will encourage friends and relatives to visit this healthcare institution.
Satisfaction	Overall, I think this healthcare institution has proposed a satisfactory solution to the mistake.	Gelbrich, Gäthke and Grégoire [69], Goodwin and Ross [70], Holloway, Wang and Parish [71]
	Overall, I was satisfied with the way this healthcare institution dealt with the errors.
	I was happy with this patient experience.