Table 5 Scale discriminant validity 1 2... | Emerald Publishing

Table 5

Scale discriminant validity

		1	2	3	4	5	6	7
1	CSR towards society	0.84
2	CSR towards customer	0.40* [0.33; 0.46]	0.87
3	Service emotions	0.36* [0.29; 0.43]	0.55* [0.49; 0.61]	0.85
4	Outcome quality	0.46* [0.39; 0.52]	0.89* [0.87; 0.92]	0.64* [0.58; 0.69]	0.80
5	Customer satisfaction	0.43* [0.37; 0.50]	0.69* [0.65; 0.73]	0.57* [0.52; 0.63]	0.81* [0.78; 0.84]	0.94
6	Customer trust	0.47* [0.41; 0.53]	0.83* [0.80; 0.86]	0.52* [0.45; 0.58]	0.86* [0.83; 0.89]	0.82* [0.80; 0.85]	0.85
7	Customer engagement	0.43* [0.36; 0.49]	0.63* [0.58; 0.68]	0.57* [0.51; 0.63]	0.66* [0.61; 0.71]	0.63* [0.58; 0.67]	0.64* [0.59; 0.68]	0.89

		1	2	3	4	5	6	7
1	CSR towards society	0.84
2	CSR towards customer	0.40* [0.33; 0.46]	0.87
3	Service emotions	0.36* [0.29; 0.43]	0.55* [0.49; 0.61]	0.85
4	Outcome quality	0.46* [0.39; 0.52]	0.89* [0.87; 0.92]	0.64* [0.58; 0.69]	0.80
5	Customer satisfaction	0.43* [0.37; 0.50]	0.69* [0.65; 0.73]	0.57* [0.52; 0.63]	0.81* [0.78; 0.84]	0.94
6	Customer trust	0.47* [0.41; 0.53]	0.83* [0.80; 0.86]	0.52* [0.45; 0.58]	0.86* [0.83; 0.89]	0.82* [0.80; 0.85]	0.85
7	Customer engagement	0.43* [0.36; 0.49]	0.63* [0.58; 0.68]	0.57* [0.51; 0.63]	0.66* [0.61; 0.71]	0.63* [0.58; 0.67]	0.64* [0.59; 0.68]	0.89

Note(s): Below the diagonal: correlation estimated between the factors. Diagonal: square root of AVE. *p < 0.05

Source(s): Authors own creation