Scale Reliability and Validity

Variant

code

Items

Estimated Value

Cronbach’s α

AVE

C.R.

Source of items

Willingness to cooperate

WC1

Would you like to work with him/her?

0.755

0.811

0.591

0.812

Dou et al. (2018)

WC2

Are you willing to share your resources with him/her?

0.805

WC3

Are you willing to give up your time off to help him/her with his/her tasks?

0.743

Desire to meet

DM1

I hope to meet him/her in real life

0.847

0.905

0.764

0.907

DM2

I would like to have dinner with him/her

0.892

DM3

I want him/her to be my colleague or classmate

0.882

Liking

L1

I appreciate his/her performance in interactive games

0.876

0.893

0.746

0.898

L2

I especially hate him/her.

0.874

L3

I had a great time interacting with him/her

0.841

Perceived self-interest level

PSI1

From his behaviour just now, you can see that he/she is a selfish person

0.922

0.943

0.746

0.898

PSI2

I can appreciate that he/she chose with full consideration of my feelings

0.96

PSI3

I can appreciate that he/she chose with full consideration of my feelings

0.883

Perceived Social Mindfulness

WC

*

0.574

0.743

0.436

0.753

Dou et al. (2018)

DM

*

0.772

L

*

0.696

PSI

*

0.579

Relationship- based Self-esteem

RBSE1

I feel that I am a valued client of the service organisation

0.768

0.848

0.658

0.852

Guo et al. (2015)

RBSE2

I assume that AI Customer Service will take my rights and interests into account during the service process

0.835

RBSE3

I feel that I am a co-operative participant in this service delivery process

0.83

Perceived Risk

PR1

The feedback I’ve received in this co-creation recovery makes me less worried about the effectiveness of co-creation recovery

0.808

0.883

0.657

0.884

Walker et al. (2002)

PR2

Co-creating service recovery with AI customer service is reliable

0.841

PR3

I think this co-creation service with AI customer service will go as I hope it will

0.734

PR4

I’m not too worried about the consequences of this failure to co-create a service with AI customer service

0.855

Time Urgency

TU1

I feel anxious to finish as soon as possible

*

0.927

0.812

0.928

Collier & Barnes (2015)

TU2

There was a pressure on me to complete the service recovery process as soon as possible

*

TU3

I feel some stress about the small amount of relevant resources I have been able to mobilise for the recovery process.

*

Trust Repair (TR = IT − FT)

TR1

*

0.698

0.622

0.387

0.712

Jarvenpaa et al. (2000) and Pavlou (2003)

TR2

*

0.664

TR3

*

0.509