## 4 Research Methodology
### Measurement Model Assessment  
The adequacy of the measurement model was evaluated based on the criteria of internal consistency reliability, convergent validity, and discriminant validity. Table 4 shows that the [PERSON]'s rho \(\rho_{\mathrm{A}}\), [PERSON]'s \(\rho_{\mathrm{C}}\) and [PERSON]'s \(\alpha\) of all individual scale items exceed the minimum value of 0.7, indicating adequate reliability [61; 63]. The convergent validity of the constructs was also shown to be satisfactory, with an average variance explained (AVE) exceeding 0.5 (see Table 4) in all cases and all loadings exceeding 0.7 [64] (see Table 5). \begin{table}
\begin{tabular}{l c c} \hline \hline  & **Variables** & **Frequency** & **Percentage** \\ \hline Sex & & \\ \hline Male & 145 & 48.82\% \\ Female & 152 & 51.18\% \\ \hline Nationality & & \\ Chinese & 297 & 100\% \\ \hline Age & & \\
20-35 & 268 & 90.24\% \\
35–50 & 29 & 9.76\% \\ \hline Mother tongue & & \\ Chinese & 297 & 100\% \\ \hline Occupation & & \\ Full-time student & 23 & 7.74\% \\ Production & 29 & 9.76\% \\ Market/Public relations & 26 & 8.75\% \\ Customer service & 32 & 10.77\% \\ Sales & 27 & 9.09\% \\ Administration/Logistics & 16 & 5.39\% \\ Human resources & 27 & 9.09\% \\ Financial/auditor & 19 & 6.40\% \\ Civilian/clerk & 12 & 4.04\% \\ Technology/ Research and Development & 14 & 4.71\% \\ Manager & 13 & 4.38\% \\ Teacher & 18 & 6.06\% \\ Consultant & 20 & 6.73\% \\ Professional & 14 & 4.71\% \\ Others & 7 & 2.36\% \\ \hline \hline \end{tabular}
\end{table} 
Table 3: Demographic information of respondents (N = 297). \begin{table}
\begin{tabular}{l l l l l l l l l l l l l l l} \hline \hline
**Item** & **Measurement** & **Source** & \multicolumn{2}{c}{**All s**} & \multicolumn{2}{c}{**1**} & \multicolumn{2}{c}{**2**} & \multicolumn{2}{c}{**2**} \\ \cline{2-19}  & & \(\alpha\) & **AVE** & **pc** & **PA** & \(\alpha\) & **AVE** & **pc** & **PA** & \(\alpha\) & **AVE** & **pc** & **PA** & \(\alpha\) & **AVE** & **pc** & **PA** \\ \hline EP1 & 1 tvy to be cooperative with the staff. & & [PERSON] and [PERSON] [11] & 0.704 & 0.586 & 0.807 & 0.723 & 0.701 & 0.519 & 0.750 & 0.713 & 0.702 & 0.570 & 0.791 & 0.729 \\ EP2 & 1 tzm friendly to the staff. & & [PERSON] et al. [40] & & & & & & & & & & & & \\ \hline MP1 & 1 read reviews of other customers about the & & [PERSON] and [PERSON] [40] & 0.722 & 0.782 & 0.878 & 0.722 & 0.749 & 0.791 & 0.883 & 0.874 & 0.733 & 0.731 & 0.845 & 0.736 \\ MP2 & 1 append the searching for information about & & & & & & & & & & & & & \\ the problem. & & & & & & & & & & & & & & \\ \hline P72 & 1 ianka dialogue when 1 met problem. & & & & & & & & & & & & & & \\ P72 & 1 ask questions if 1 do not know how to resolve & [PERSON] and [PERSON] [40] & 0.726 & 0.640 & 0.842 & 0.772 & & & & & & & & & \\ P73 & 1 openly discuss questions and concerns about the & & & & & & & & & & & & & \\ \hline P72 & 1 set where received was fair. & & 0.887 & 0.746 & 0.921 & 0.893 & 0.796 & 0.649 & 0.878 & 0.792 & 0.798 & 0.561 & 0.707 & 0.731 \\ P73 & 1 in resolving the problem, the service staff gave me & [PERSON] [44] & & & & & & & & & & & \\ P74 & The outcome that received was right. & & & & & & & & & & & & \\ \hline SATA & 1 man satisfied with the way my problem was dealt & & & & & & & & & & & & & \\ SATA & 1 man satisfied with and resolved. & & & & & & & & & & & & & \\ SATA & 2 The staff provided a satisfactory solution to this & & & & & & & & & & & & & \\ SATA & 3 & 1 am happy with the way my problem was solved. & & & & & & & & & & & \\ \hline \hline \end{tabular} Note. EP = emotional participation; MP = mental participation; PP = physical participation; P = perceived [strict; SAT = post-recovery satisfaction; AVE = average variance explained.  
\end{table} 
Table 4: Reliability and validity of construct measurement. Discriminant validity was confirmed using the following three tests. First, the pattern of the cross-factor loadings shows that the loading of each measurement item on its assigned latent variable is larger than its loading on any other construct [63] (see Table 5).