Table 5.

Validity results of reflective constructs.

Variable	Factor loadings	AVE	CR	Cronbach's α
Customer interaction management capability	0.680, 0.780, 0.725, 0.785, 0.756	0.557	0.808	0.801
Customer relationship upgrading capability	0.769, 0.773, 0.801, 0.776	0.608	0.786	0.785
Customer win-back capability	0.761, 0.753, 0.750, 0.723	0.558	0.740	0.737
Organization performance	0.722, 0.783, 0.731, 0.779	0.569	0.752	0.748
Competitive advantage	0.835, 0.776, 0.784	0.638	0.726	0.719