Constructs

Encoded scales

Quantity of observables

References

Core services

CSV

4

Madubashini et al. (2021)

Communication

COM

4

Morgan and Hunt (1994) ; Theron et al. (2006)

Chief executive reputation

CEO

4

Spector (1991) ; Chen & Chung (2017)

Responsiveness

RES

4

Parasuraman et al. (1991)

Corporate social responsibility

CSR

4

Garcia et al. (2005) ; Fatma et al. (2015)

Quality of human resources

QHR

5

Parasuraman et al. (1994a, 1994b)

Calculus-based trust

CLT

4

Lewicki & Bunker (1995) ; Shapiro et al. (1992)

Knowledge-based trust

KLT

4

Shapiro et al. (1992)

Identity-based trust

IDT

4

Shapiro et al. (1992)

Customer Loyalty

LOY

4

Flavián et al. (2015)