Scales and items for constructs
| Author(s)/year | Scale | Items |
|---|---|---|
| John and Srivastava (1999) | Openness to experience | Ideas (curious) Fantasy (imaginative) Aesthetics (artistic) Actions (wide interests) Feelings (excitable) Values (unconventional) |
| Conscientiousness | Competence (efficient) Order (organized) Dutifulness (not careless) Achievement striving (thorough) Self-discipline (not lazy) Deliberation (not impulsive) | |
| Extroversion | Gregariousness (sociable) Assertiveness (forceful) Activity (energetic) Excitement-seeking (adventurous) Positive emotions (enthusiastic) Warmth (outgoing) | |
| Agreeableness | Trust (forgiving) Straightforwardness (not demanding) Altruism (warm) Compliance (not stubborn) Modesty (not show-off) Tender-mindedness (sympathetic) | |
| Neuroticism | Anxiety (tense) Angry hostility (irritable) Depression (not contented) Self-consciousness (shy) Impulsiveness (moody) Vulnerability (not self-confident) | |
| Westbrook and Oliver (1981) | Consumer satisfaction | My company is the best mobile phone service provider I could have bought from The service received is exactly what I need The service has not worked out and I thought it would (R) I am satisfied with my decision to buy this mobile plan Sometimes I have mixed feelings about keeping the service (R) My choice to buy this service was a wise one If I lose this phone and were to buy over again, I would buy from a different service provider (R) I have truly enjoyed this service I feel bad about my decision to purchase this service (R) I am not happy that I bought this service (R) Having this service has been a good experience I’m sure it was the right thing to buy this service |
| Putrevu and Lord (1994) | Attitude-to-brand | The decision to use my company as my mobile service provider is foolish (R) Purchasing mobile service through my company is a good decision I think my company is a satisfactory brand I think my company provides lots of benefits to consumers I have a favourable opinion of my company |
| Smith (2012) | Customer Loyalty | I will recommend others to my company I have forged ties with my company and will continue to purchase and use it My company is my first choice among mobile service providers |
| Author(s)/year | Scale | Items |
|---|---|---|
| Openness to experience | Ideas (curious) | |
| Conscientiousness | Competence (efficient) | |
| Extroversion | Gregariousness (sociable) | |
| Agreeableness | Trust (forgiving) | |
| Neuroticism | Anxiety (tense) | |
| Consumer satisfaction | My company is the best mobile phone service provider I could have bought from | |
| Attitude-to-brand | The decision to use my company as my mobile service provider is foolish (R) | |
| Customer Loyalty | I will recommend others to my company |
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