Construct and reference

Description

Competence

The employees give me judicious advice.

(five items; Nguyen, 2016 )

The employees have expertise in general.

The employees are easy to get appointments.

They are rapid in solving the problems raised by customers during the financial service encounter.

They are confidential in solving the problems.

Trust

I would feel a sense of personal loss if I could no longer use the organization.

(ten items; Johnson & Grayson,

I feel the organization would respond caringly to my problems in general.

2005; Massey & Kyriazis, 2007;

The organization displays a warm or caring attitude towards me.

Massey & Dawes, 2007;

I can complain freely to the organization about my problems regarding their products and know that my complaint will be attended to.

McAllister, 1995; Wang et al., 2016 )

The organization is only interested in selling me products^R.

Based on the organization’s past record, I have no reservations about acting on its advice.

Based on the organization’s past record, I have good reason to doubt its competence^R.

I can rely on the organization to undertake a thorough analysis of investment products.

I have to be cautious about acting on the advice of the organization because its advice might be questionable^R.

I cannot confidently depend on the organization since they may be careless in the investment products^R.

Surface acting

The employee just pretends to have the emotions customers needed to display.

(three items; Groth et al., 2009 )

The employee fakes a good mood.

Deep acting

(three items; Brotheridge & Lee, 2003 )

Customer loyalty

(six items; Zeithaml et al., 1996;

Nguyen, 2016 )

The employee puts on a “show” or “performance”.

The employee tries to actually experience the emotions they must show to tourists.

The employee makes an effort to actually feel the emotions that they need to display towards tourists.

The employee works hard to feel the emotions that they need to show to tourists.

I consider this organization my first choice for the investment service.

I am willing to continue to do business with the organization.

I am happy to recommend the organization to friends and relatives.

I encourage my friends and relatives to do business with the organization.

It’s my pleasure to do business with the organization.

The organization is favorable for me.