Table 1 Measurement model Construct Item...

Table 1

Measurement model

Construct	Item	Mean	SD	CR	Factor loading
Source credibility (Kim et al., 2018)	The professional social media I use is:
	Unknowledgeable—knowledgeable	2.84	0.96		0.88
	Unqualified—qualified	3.11	0.95	14.52	0.83
	Inexperienced—experienced	2.79	0.87	11.54	0.75
Content quality (Magno, 2017)	The information provided by the professional social media I use is accurate	3.23	1.12		0.92
	The content of the professional social media I use is updated	3.25	1.10	15.42	0.92
	The social media I use provides high-quality information	3.20	1.06	15.32	0.71
Self-efficacy (Lee, 2014)	I possess the capabilities needed to deliver excellent services to customers	2.53	1.13		0.71
	I can perform my service tasks accurately	2.49	1.05	10.78	0.80
	I can perform my service tasks in accordance with customers’ needs	2.45	1.00	11.86	0.87
	I can properly respond to a customer’s specific conditions	2.83	1.13	10.88	0.81
Solution quality (Atuahene-Gima, 2003; Madhavaram and Hunt, 2017)	Solutions found for my customers’ problems are usually high-quality solutions	2.70	1.12		0.80
	Solutions found usually respond exactly to my customers’ needs	2.63	1.17	13.93	0.87
	Solutions found for customers’ encountered problems are usually effective	3.08	1.13	13.30	0.83
Firm performance (Tajvidi and Karami, 2017)	Please indicate your firm’s performance relative to all other competitors in the primary market that you serve:
	Increase in market share over the past 3 years	2.48	1.09		0.79
	Increase in annual turnover over the past 3 years	2.59	1.00	19.63	0.83
	Profit over the past 3 years	2.54	0.99	21.65	0.91
	Return on investment over the past 3 years	2.62	0.98	15.82	0.89
	Total income over the past 3 years	2.57	1.06	16.09	0.88

Construct	Item	Mean	SD	CR	Factor loading
Source credibility (Kim et al., 2018)	The professional social media I use is:
	Unknowledgeable—knowledgeable	2.84	0.96		0.88
	Unqualified—qualified	3.11	0.95	14.52	0.83
	Inexperienced—experienced	2.79	0.87	11.54	0.75
Content quality (Magno, 2017)	The information provided by the professional social media I use is accurate	3.23	1.12		0.92
	The content of the professional social media I use is updated	3.25	1.10	15.42	0.92
	The social media I use provides high-quality information	3.20	1.06	15.32	0.71
Self-efficacy (Lee, 2014)	I possess the capabilities needed to deliver excellent services to customers	2.53	1.13		0.71
	I can perform my service tasks accurately	2.49	1.05	10.78	0.80
	I can perform my service tasks in accordance with customers’ needs	2.45	1.00	11.86	0.87
	I can properly respond to a customer’s specific conditions	2.83	1.13	10.88	0.81
Solution quality (Atuahene-Gima, 2003; Madhavaram and Hunt, 2017)	Solutions found for my customers’ problems are usually high-quality solutions	2.70	1.12		0.80
	Solutions found usually respond exactly to my customers’ needs	2.63	1.17	13.93	0.87
	Solutions found for customers’ encountered problems are usually effective	3.08	1.13	13.30	0.83
Firm performance (Tajvidi and Karami, 2017)	Please indicate your firm’s performance relative to all other competitors in the primary market that you serve:
	Increase in market share over the past 3 years	2.48	1.09		0.79
	Increase in annual turnover over the past 3 years	2.59	1.00	19.63	0.83
	Profit over the past 3 years	2.54	0.99	21.65	0.91
	Return on investment over the past 3 years	2.62	0.98	15.82	0.89
	Total income over the past 3 years	2.57	1.06	16.09	0.88

Notes:

SD: standard deviation; CR: composite reliability

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