Table 3 Validity matrix Construct CR AVE... | Emerald Publishing

Table 3

Validity matrix

Construct	CR	AVE	1	2	3	4	5	6	7	8	9	10	11	12	13
Loyalty (1)	0.86	0.60	0.77
Value (2)	0.92	0.75	0.65***	0.87
Trust (3)	0.96	0.90	0.53***	0.66***	0.95
Frontline employees – benevolence trusting beliefs (4)	0.89	0.72	0.33***	0.49***	0.56***	0.85
Frontline employees – competence trusting beliefs (5)	0.91	0.78	0.32***	0.52***	0.57***	0.60***	0.88
Management practices and policies – benevolence trusting beliefs (6)	0.90	0.76	0.39***	0.53***	0.67***	0.57***	0.65***	0.87
Management practices and policies – competence trusting beliefs (7)	0.85	0.65	0.33***	0.51***	0.59***	0.61***	0.65***	0.65***	0.81
Occupational stereotype – warmth (8)	0.95	0.83	0.13*	0.21***	0.31***	0.28***	0.35***	0.36***	0.35***	0.91
Occupational stereotype – competence (9)	0.93	0.77	0.15**	0.24***	0.36***	0.28***	0.34***	0.39***	0.32***	0.69***	0.88
Industry stereotype – warmth (10)	0.93	0.78	0.17***	0.22***	0.35***	0.20***	0.34***	0.40***	0.32***	0.68***	0.65***	0.88
Industry stereotype -competence (11)	0.90	0.69	0.17**	0.23***	0.41***	0.23***	0.36***	0.41***	0.35***	0.59***	0.64***	0.67***	0.83
Service category involvement (12)	0.94	0.85	0.35***	0.21***	0.16***	0.01†	0.11*	0.08	-0.03	−0.13*	0.07	−0.02	0.02	0.92
Satisfaction (13)	0.95	0.86	0.57***	0.69***	0.66***	0.56***	0.53***	0.58***	0.61***	0.31***	0.30***	0.31***	0.33***	0.15**	0.93

Construct	CR	AVE	1	2	3	4	5	6	7	8	9	10	11	12	13
Loyalty (1)	0.86	0.60	0.77
Value (2)	0.92	0.75	0.65***	0.87
Trust (3)	0.96	0.90	0.53***	0.66***	0.95
Frontline employees – benevolence trusting beliefs (4)	0.89	0.72	0.33***	0.49***	0.56***	0.85
Frontline employees – competence trusting beliefs (5)	0.91	0.78	0.32***	0.52***	0.57***	0.60***	0.88
Management practices and policies – benevolence trusting beliefs (6)	0.90	0.76	0.39***	0.53***	0.67***	0.57***	0.65***	0.87
Management practices and policies – competence trusting beliefs (7)	0.85	0.65	0.33***	0.51***	0.59***	0.61***	0.65***	0.65***	0.81
Occupational stereotype – warmth (8)	0.95	0.83	0.13*	0.21***	0.31***	0.28***	0.35***	0.36***	0.35***	0.91
Occupational stereotype – competence (9)	0.93	0.77	0.15**	0.24***	0.36***	0.28***	0.34***	0.39***	0.32***	0.69***	0.88
Industry stereotype – warmth (10)	0.93	0.78	0.17***	0.22***	0.35***	0.20***	0.34***	0.40***	0.32***	0.68***	0.65***	0.88
Industry stereotype -competence (11)	0.90	0.69	0.17**	0.23***	0.41***	0.23***	0.36***	0.41***	0.35***	0.59***	0.64***	0.67***	0.83
Service category involvement (12)	0.94	0.85	0.35***	0.21***	0.16***	0.01†	0.11*	0.08	-0.03	−0.13*	0.07	−0.02	0.02	0.92
Satisfaction (13)	0.95	0.86	0.57***	0.69***	0.66***	0.56***	0.53***	0.58***	0.61***	0.31***	0.30***	0.31***	0.33***	0.15**	0.93

Note(s): CR = composite reliability. AVE = average variance extracted. Square root of the AVE in italics on the diagonal. Significance of correlation coefficients: † < 0.10; *p < 0.05; **p < 0.01; ***p < 0.001