Three items assess whether a customer believes a service provider's policies respect and prioritise customer interests — including fair treatment and acting as if the customer is always right. Developed to capture the policy-level dimension of service provider benevolence.
Sirdeshmukh, D., Singh, J., & Sabol, B. (2002). Consumer trust, value, and loyalty in relational exchanges. Journal of Marketing, 66(January), 15–37.
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