Four ten-point semantic differential items assess consumer trust in a company based on evaluations of its dependability, competence, integrity, and responsiveness. Items use bipolar anchors to position the company across trust-relevant attributes. The scale was applied to retail store and airline contexts and was designed to capture the management practices dimension of consumer trust.
Sirdeshmukh, D., Singh, J., & Sabol, B. (2002). Consumer trust, value, and loyalty in relational exchanges. Journal of Marketing, 66(1), 15–37.
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