Trust in Company’s Benevolence

What it measures

A five-item likert scale designed to measure the degree to which a business has the customer's best interest at heart.

Response format

5-point Likert (1=strongly disagree, 5=strongly agree)

Scale items

• seems very concerned about my welfare.
• My needs and desires appear to be important to __________.
• It doesn’t seem that __________ would knowingly do anything to hurt me.
• seems to really look out for what is important to me.
• appears to go out of its way to help me.

Full scale items shown. Always cite the original source when using this scale in research.

Usage notes & scoring

Reported alpha coefficients range from .88 to .93 across samples or studies. Convergent and discriminant validity evidence was provided by the original authors.

Citation

Mayer, Roger and James Davis (1999), “The Effect of the Performance Appraisal System on Trust for Management: A Field Quasi-Experiment,” Journal of Applied Psychology, 84 (February), 123–36.

Keywords