| Loyalty (Cronbach's α = 0.85) |
| I am committed to BRAND | 0.781 |
| I would be willing to pay a higher price for BRAND than for other brands | 0.644 |
| I will buy/use BRAND the next time I need SERVICE INDUSRTY | 0.855 |
| I intend to keep using BRAND | 0.801 |
| Value (α = 0.92) |
| BRAND offers good value for the price I pay | 0.866 |
| BRAND offers good value for the effort I make | 0.929 |
| BRAND offers good value for the time I invest | 0.936 |
| BRAND offers experiences that make me feel good | 0.723 |
| Trust (Cronbach's α = 0.97) |
| I have no doubt BRAND can be trusted | 0.903 |
| BRAND is trustworthy | 0.979 |
| I Trust BRAND | 0.954 |
| Management practices and policies – benevolence trusting beliefs (Cronbach's α = 0.90) |
| BRAND has practices that indicate respect for the customer | 0.87 |
| BRAND favors the customer's best interests | 0.92 |
| BRAND acts as if the customer is always right | 0.818 |
| Management practices and policies – competence trusting beliefs (Cronbach's α = 0.90) |
| BRAND has efficient customer service procedures | 0.808 |
| BRAND keeps its premises clean and free of clutter | 0.734 |
| BRAND is organized to keep things moving so you do not have to wait | 0.872 |
| Frontline employees – benevolence trusting beliefs (Cronbach's α = 0.87) |
| The BRAND's employees act as if they value you as a customer | 0.837 |
| The BRAND's employees can be relied upon to provide accurate information | 0.829 |
| The BRAND's employees treat you with respect | 0.883 |
| Frontline employees – competence trusting beliefs (Cronbach's α = 0.91) |
| The BRAND's employees work quickly and efficiently | 0.821 |
| The BRAND's employees can competently handle most customer requests | 0.909 |
| The BRAND's employees can be relied upon to know what they are doing | 0.912 |
| Industry stereotypes – warmth (Cronbach's α = 0.94) |
| Most people in the US see the companies from SERVICE INDUSTRY as friendly | 0.892 |
| Most people in the US see the companies from SERVICE INDUSTRY as good-natured | 0.869 |
| Most people in the US see the companies from SERVICE INDUSTRY as kind | 0.902 |
| Most people in the US see the companies from SERVICE INDUSTRY as warm | 0.866 |
| Industry stereotypes – competence (Cronbach's α = 0.90) |
| Most people in the US see the companies from SERVICE INDUSTRY as capable | 0.897 |
| Most people in the US see the companies from SERVICE INDUSTRY as competent | 0.901 |
| Most people in the US see the companies from SERVICE INDUSTRY as efficient | 0.753 |
| Most people in the US see the companies from SERVICE INDUSTRY as intelligent | 0.755 |
| Occupational stereotypes – warmth (Cronbach's α = 0.96) Most people in the US view employees in the SERVICE INDUSTRY (e.g. claims examiners) as … |
| Unfriendly/friendly | 0.909 |
| Cold/warm | 0.931 |
| Unsociable/sociable | 0.873 |
| Not nice/nice | 0.939 |
| Occupational stereotypes – competence (Cronbach's α = 0.94) Most people in the US view employees in the SERVICE INDUSTRY (e.g. claims examiners) as … |
| Incompetent/competent | 0.889 |
| Not clever/clever | 0.828 |
| Not knowledgeable/knowledgeable | 0.931 |
| Unskilled/skilled | 0.853 |
| Service category involvement (Cronbach's α = 0.94) |
| In general, I have a strong interest in SERVICE INDUSTRY. | 0.944 |
| SERVICE INDUSTRY is very important to me | 0.882 |
| SERVICE INDUSTRY means a lot to me | 0.933 |
| Satisfaction (Cronbach's α = 0.95) how would you describe your last encounter with BRANND … |
| Highly unsatisfactory/highly satisfactory | 0.921 |
| Very unpleasant/very pleasant | 0.949 |
| Terrible/delightful | 0.894 |