APPENDIX Continued

APPENDIX Continued

Standardized Construct

Constructs and Measurement Items Loadings AVE Reliability Source

2. I respond very quickly to customer requests. .76 3. I always have the customer’s best interest in mind. .88 4. My number one priority is always customer loyalty. .85

Personality (1–9; “Extremely Inaccurate/Accurate”) Brown et al. (2002) How closely do the following statements describe your personality?

Agreeability 76.4% .91 1. Tender-hearted with others .82 2. Sympathetic .93 3. Kind to others .89

Instability 78.6% .94 1. Emotions go way up and down .95 2. Moody more than others .91 3. Temperamental .78 4. Testy more than others .92

Activity 51.4% .75 1. Have a hard time keeping still .95 2. Extremely active in my daily life .49 3. Have a hard time sitting around .63

Conscientiousness 75.4% .90 1. Precise .90 2. Organized .95 3. Orderly .73

Creativity 77.1% .91 1. Frequently feel highly creative .75 2. Imaginative .93 3. More original than others .95

Notes: AVE = average variance extracted. Seven-point scales were used (1 = “disagree strongly,” and 7 = “agree strongly”) unless otherwise noted.

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