Table 2 Literature review Construct... | Emerald Publishing

Table 2

Literature review

Construct	Items	Adapted from source
SQ	Tangibility (4), reliability (4), responsiveness (4), empathy (5), assurance (5)	Parasuraman et al. (1985), Parasuraman et al. (1988), Zeithaml et al. (1996)
Trust	I trust the telecom operator and its staff The company is consistent in providing quality services I feel very safe while dealing with the company The staff of the company treats me fairly If I share my problem with the staff, I know they would respond positively	Moorman et al. (1992), Pritchard (1999), Morgan and Hunt (1994), Kalafatis and Miller (1996), Pritchard et al. (1999), Zhang and Feng (2009)
Commitment	The company provides individualized attention while solving customer complaints If customer satisfaction requires more expenses, the company incurs them The company offers price significantly lesser than other operators Customer care ensures that problems will not arise in our relationship The company takes proactive measures to avoid any future complaint situations	Moorman et al. (1992), Kalafatis and Miller (1996), Pritchard et al. (1999), Jalili (2008)
Loyalty	I feel proud to tell others for using this network for telecommunication services I would pay more than competitors' prices for the benefits I receive from the company I feel very loyal to the company The company contacts customers to find out their loyalty and commitment The competitive strategies of the company are strong enough to make its market position	Jalili (2008), Zhang and Feng (2009), Jahanzeb et al. (2011), Chen and Cheng (2012)

Construct	Items	Adapted from source
SQ	Tangibility (4), reliability (4), responsiveness (4), empathy (5), assurance (5)	Parasuraman et al. (1985), Parasuraman et al. (1988), Zeithaml et al. (1996)
Trust	I trust the telecom operator and its staff The company is consistent in providing quality services I feel very safe while dealing with the company The staff of the company treats me fairly If I share my problem with the staff, I know they would respond positively	Moorman et al. (1992), Pritchard (1999), Morgan and Hunt (1994), Kalafatis and Miller (1996), Pritchard et al. (1999), Zhang and Feng (2009)
Commitment	The company provides individualized attention while solving customer complaints If customer satisfaction requires more expenses, the company incurs them The company offers price significantly lesser than other operators Customer care ensures that problems will not arise in our relationship The company takes proactive measures to avoid any future complaint situations	Moorman et al. (1992), Kalafatis and Miller (1996), Pritchard et al. (1999), Jalili (2008)
Loyalty	I feel proud to tell others for using this network for telecommunication services I would pay more than competitors' prices for the benefits I receive from the company I feel very loyal to the company The company contacts customers to find out their loyalty and commitment The competitive strategies of the company are strong enough to make its market position	Jalili (2008), Zhang and Feng (2009), Jahanzeb et al. (2011), Chen and Cheng (2012)

Source(s): The authors