Antecedents | Mediators | Consequents | ||||||
Gratitude | Guilt | Satisfaction (not controlling mediators) | Satisfaction (controlling mediators) | |||||
β | S.E. | β | S.E. | β | S.E. | β | S.E. | |
Customer Locus of Control | −1.85** | 0.18 | −1.79** | 0.20 | −1.79** | 0.17 | −0.51** | 0.18 |
Service Recovery | 1.19** | 0.16 | −0.21 | 0.18 | 1.10** | 0.15 | 0.48** | 0.14 |
Customer Locus of Control × Service Recovery | 1.60** | 0.25 | −0.06 | 0.28 | 1.43** | 0.24 | 0.57* | 0.21 |
Gratitude | N/A | N/A | N/A | N/A | N/A | N/A | 0.54** | 0.07 |
Guilt | N/A | N/A | N/A | N/A | N/A | N/A | 0.16 | 0.06 |