Table 1 Constructs and measurements

Relationship quality (De Wulf et al. 2001)

As a regular customer, I have a high-quality relationship with this store.

I am satisfied with the relationship I have with this store.

I have trust in this store.

This store gives me a feeling of trust.

This store gives me a trustworthy impression.

I am willing to remain a customer of this store with more time and energy.

I intend to keep a relationship with this store over the long term.

I feel loyal towards this store.

Repurchase intention (Tsai and Huang 2007)

I would purchase at this store if I want a new pair of pants.

Perceived purpose of response

The purpose of the seller’s response is to promote themselves rather than sincerely deliver gratitude/an apology.

Satisfaction (Fornell et al. 1996)

I am satisfied with this purchase experience.