|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.|