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