Table 2 Measurement Items in Study 1.

From: Impact of anthropomorphism on consumer emotions and satisfaction in product failure: behavioral and event-related potentials evidence

Measurement items

Questionnaire Items

λ

Mean (S.D.)

KMO

Source

Anthropomorphism (ɑ = 0.909; CR = 0.932; AVE = 0.735)

It has its own mind and consciousness.

0.894

3.40 (1.74)

0.89

Epley et al. (2008); Wang et al. (2014)

It has its own intentions.

0.889

3.37 (1.68)

It has its own free will.

0.879

3.35 (1.71)

I can experience its emotions.

0.825

3.60 (1.72)

It can communicate with me.

0.794

3.80 (1.70)

Consumer satisfaction (ɑ = 0.968; CR = 0.980; AVE = 0.942)

I am very satisfied with my shopping experience this time.

0.973

3.99 (2.35)

0.78

Van Ittersum et al. (2013)

I thoroughly enjoyed my shopping experience.

0.966

3.93 (2.14)

I am very satisfied with the entire shopping process.

0.972

3.98 (2.18)

  1. α indicates Cronbach’s alpha coefficient, CR indicates composite reliability, AVE indicates average variance extracted; λ indicates standard factor loadings, KMO indicates Kaiser-Meyer-Olkin.
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