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服務主導邏輯之共同生產：前置因素與結果因素
60
Appendix A
Items
Loadings
Cronbach’s
Alpha
CR AVE
Asset Specificity
0.92
0.92 0.81
1. My investment consultant and I have made significant
investments that are dedicated to our relationship.
0.90
2. My investment consultant and I have made several
adjustments to satisfy specific demands and
standards.
0.91
3. It would be difficult for me to recoup investments in
this bank if I switched to another one.
0.89
Quality of Customer Interaction
0.92
0.93 0.76
1. My investment consultant is customer-orientated.
0.90
2. My investment consultant is flexible in dealing with
my requests.
0.87
3. My investment consultant openly provides me with
information.
0.87
4. My investment consultant is open to my suggestions.
0.82
Decision-making Uncertainty
0.83
0.84 0.72
1. I know little about the potential of these investment
services and their chances of meeting my financial
goals.
0.93
2. I have limited information on the potential results of
the investment services of this bank.
0.76
Co-production
0.90
0.89 0.69
1. I try to cooperate with my investment consultant.
0.95
2. I help my investment consultant to perform his job
easily.
0.69
3. I prepare some questions before meeting my
investment consultant.
0.70
4. I openly discuss my needs with my investment
consultant to help him/her deliver the best possible
solutions.
0.93
Special Treatment Benefits
0.90
0.90 0.75
1. I receive special deals from my investment consultant
that he/she does not provide to most of his/her
customers.
0.87
2. I receive values that are better than those that are
received by other customers.
0.85