| 1. Promptness | Holsapple and Lee-Post (2006); Lin (2007) |
| 2. Responsiveness | DeLone and McLean 2003; Holsapple and Lee-Post (2006); Ozkan and Koseler (2009); Wang et al. (2007); Lin (2007); Sun et al. (2008) |
| 3. Fairness | Ozkan & Koseler (2009); Levy (2007); Wang et al. (2007) |
| 4. Knowledge | Lin, (2007); Ozkan & Koseler (2009); Holsapple and Lee-Post (2006); Shee and Wang (2008); Wang and Liao (2008); Wang et al. (2007) |
| 1. Promptness | |
| 2. Responsiveness | |
| 3. Fairness | |
| 4. Knowledge |
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