Constructs and items | F.L (> 0.5) | α (> 0.7) | AVE (> 0.50) | CR (> 0.60) |
---|---|---|---|---|
Overt discrimination | ||||
 Compared to other customers, service employees | ||||
  Sometimes verbally abuse me | 0.86 | 0.82 | 0.77 | 0.94 |
  Sometimes insult me | 0.90 |  |  |  |
  Make remarks that humiliate me | 0.81 |  |  |  |
  Show a humiliating behavior toward me | 0.83 |  |  |  |
  Are often offensive toward me | 1.00 |  |  |  |
Subtle discrimination | ||||
 Compared to other customers, service employee’s … | ||||
  Tone is often condescending to me | 0.90 | 0.80 | 0.86 | 0.95 |
  Often give me derogatory looks | 0.83 |  |  |  |
  Often give me condescending looks | 0.87 |  |  |  |
  Tone is often patronizing toward me | 1.00 |  |  |  |
Service-level discrimination | ||||
 Compared to other customers, service employees often … | ||||
  Do not heed my needs or problems | 0.89 | 0.85 | 0.82 | 0.95 |
  Are patronizing toward me | 0.94 |  |  |  |
  Take little time to advise me and go to next customer | 0.81 |  |  |  |
  Are very distant to me | 0.89 |  |  |  |
  Critically observe me | 0.90 |  |  |  |
  Make me wait longer | 1.00 |  |  |  |
Consumer embarrassment | ||||
  The service experience made me felt uncomfortable | 0.71 | 0.78 | 0.73 | 0.93 |
  The service experience made me felt awkward | 0.96 |  |  |  |
  The service experience made me look foolish | 0.81 |  |  |  |
  The service experience made me felt discomfited | 0.93 |  |  |  |
  The service experience made me felt humiliated | 1.00 |  |  |  |
Negative word-of-mouth | ||||
 I spread negative information about this service organization | 0.96 | 0.80 | 0.96 | 0.90 |
 I denigrated the service organization to my friends | 0.89 |  |  |  |
 I told my friends not to go to that service provider | 1.00 |  |  |  |