Microsoft Word 2007 ichrie conference Proceedings Final-Final 06-06-07. doc

Table 1 
 Results of the measurement model 
Scale items 
Standardized 
loadings 
t-value SMC AVE 
Composite 
reliability 
Distributive justice (
α
 = .867) 
Compared to what you expected, the “discount” offered was: 
Taking everything into consideration, the manager’s offer was 
quite fair. 
Given the circumstances, I feel that the hotel offered adequate 
compensation. 
The customers did not get what they deserved (i.e., regarding a 
refund, coupon, room upgrade) (R) 
.505
.910
.903
.834 
12.073
-
30.598
25.974
.403 
.828 
.853 
.695 
.603 .794 
Interactional justice (
α
 = .915) 
Employee was courteous to me 
Employee’s communication with me was appropriate 
Employee put the proper effort into resolving my problem 
Employee showed a real interest in trying to be fair 
Employee showed a concern 
.989
.882
.710
.976
.511 
-
39.810
22.171
75.684
13.212
.978 
.779 
.504 
.952 
.413 
.746 .913