Customer engagement design during the COVID 19 pandemic, mutual trust and intelligent automation: a conceptual perspective

Journal of Innovation and Entrepreneurship

A Systems View Across Time and Space

Table 3 Component analysis

Constructs	Dimensions	Items	Loading	Var (%)	Cronbach’s alpha
Mutual trust	Mutual trust	MT1 MT2 MT3	0.56 0.63 0.66	67	0.78
Customer engagement	Cognitive	C1 C2 C3 C4 C5	0.53 0.63 0.42 0.55 0.64	27	0.81
	Emotional	E1 E2 E3 E4 E5	0.78 0.71 0.69 0.64 0.67	15	0.77
	Behavioral	B1 B2 B3 B4 B5 B6	0.55 0.57 0.54 0.62 0.58 0.64	12	0.73
Corporate communication	Network centrality	NC1 NC2 NC3	0.47 0.40 0.32	9	0.55
	Network scale	NS1 NS2 NS3 NS4 NS5	0.43 0.57 0.59 0.41 0.51	8	0.59
	Relationship strength	RS1 RS2 RS3 RS4 RS5	0.66 0.69 0.58 0.53 0.59	21	0.72
	Reciprocity	R1 R2 R3 R4	0.71 0.64 0.66 0.63	23	0.81