Table I Methodology review of the ECSI... | Emerald Publishing

Table I

Methodology review of the ECSI model

					Constructs
Author	Year	Context	Country	Sample	Loyalty	CS	Expect.	PPQ	PSQ	PQ	PV	Image	Other constructs	Mode	Scale
Revilla-Camacho et al.	2017	Hotel	Spain	629	x	x	x	–	–	x	x	x	Trust, complaints, communication, CR	R and F	1-5
Askariazad and Babakhani	2015	B2B: construction and mining	Iran	90	x	x	x	–	–	x	x	x	Trust, complaints	R^a	1-5
Turkyilmaz et al.	2013	Telecommunications	Turkey	266	x	x	x	–	–	x	x	x	–	R^a	1-5
Coelho and Henseler	2012	Banking and cable TV	?^b	1,583	x	x		–	–	x	x		Trust, customization	R	1-10
Ferreira et al.	2010	Mould industry	Portugal	108	x	x	x	x	x		x	x	Complaints	R	?^b
Chitty et al.	2007	Youth Hostels	Australia	281	x	x	–	–	–	–	x	x	Technical dimension, functional dimension, Price	R^a	1-7
Ciavolino and Dahlgaard	2007	Auto industry, service industry, motor vehicle industry, other manufacturing, remaining industry	Sweden	89	x	x	x	x	x	–	x	x	–	?^b	1-5
Ball et al.	2006	Banking industry	Portugal	2,500	x	x	x	–	–	x	x	x	Trust, complaints, communication, personalization	R^a	?^b
Aydin and Ozer	2005	Mobile phone users	Turkey	1,662	x	–	–	–	x	–	–	x	Trust, switching cost	R^a	1-5
Ball et al.	2004	Banking	Portugal	2,826	x	x	x	–	–	x	x	x	Trust, complaints, communication	R^a	?
Vilares and Coelho	2003	Super markets	?^b	547	x	x	x	x	x	–	x	x	Perceived employee satisfaction, perceived employee commitment, perceived employee loyalty	R^a	?^b
Kristensen et al.	2000	Postal service	Denmark	3,000	x	x	x	x	x	–	x	x	–	R	?^b
Bayol et al.	2000	Mobile phone	?^b	250	x	x	x	–	–	x	x	x	Complaints	R	1-10
Martensen et al.	2000	Telecommunications, soft drinks, fast food restaurants, banks, super markers	Denmark	8,000	x	x	x	x	x	–	x	x	–	?^b	1-10

					Constructs
Author	Year	Context	Country	Sample	Loyalty	CS	Expect.	PPQ	PSQ	PQ	PV	Image	Other constructs	Mode	Scale
Revilla-Camacho et al.	2017	Hotel	Spain	629	x	x	x	–	–	x	x	x	Trust, complaints, communication, CR	R and F	1-5
Askariazad and Babakhani	2015	B2B: construction and mining	Iran	90	x	x	x	–	–	x	x	x	Trust, complaints	R^a	1-5
Turkyilmaz et al.	2013	Telecommunications	Turkey	266	x	x	x	–	–	x	x	x	–	R^a	1-5
Coelho and Henseler	2012	Banking and cable TV	?^b	1,583	x	x		–	–	x	x		Trust, customization	R	1-10
Ferreira et al.	2010	Mould industry	Portugal	108	x	x	x	x	x		x	x	Complaints	R	?^b
Chitty et al.	2007	Youth Hostels	Australia	281	x	x	–	–	–	–	x	x	Technical dimension, functional dimension, Price	R^a	1-7
Ciavolino and Dahlgaard	2007	Auto industry, service industry, motor vehicle industry, other manufacturing, remaining industry	Sweden	89	x	x	x	x	x	–	x	x	–	?^b	1-5
Ball et al.	2006	Banking industry	Portugal	2,500	x	x	x	–	–	x	x	x	Trust, complaints, communication, personalization	R^a	?^b
Aydin and Ozer	2005	Mobile phone users	Turkey	1,662	x	–	–	–	x	–	–	x	Trust, switching cost	R^a	1-5
Ball et al.	2004	Banking	Portugal	2,826	x	x	x	–	–	x	x	x	Trust, complaints, communication	R^a	?
Vilares and Coelho	2003	Super markets	?^b	547	x	x	x	x	x	–	x	x	Perceived employee satisfaction, perceived employee commitment, perceived employee loyalty	R^a	?^b
Kristensen et al.	2000	Postal service	Denmark	3,000	x	x	x	x	x	–	x	x	–	R	?^b
Bayol et al.	2000	Mobile phone	?^b	250	x	x	x	–	–	x	x	x	Complaints	R	1-10
Martensen et al.	2000	Telecommunications, soft drinks, fast food restaurants, banks, super markers	Denmark	8,000	x	x	x	x	x	–	x	x	–	?^b	1-10

Notes: “x” represents the presence of the corresponding variable; “–” the absence for each of the studies reviewed; ^aIdentified based on the method of analysis; ^bnot provided