TABLE 5.

Factor loadings of measurement model, factor loadings of common latent factor (CLF), and difference between loadings of measurement model and common latent factor model.

Construct	Indicator	Factor loading (no CLF)	Factor loading (CLF)	Difference (no CLF - CLF)
HAW	HAW1	0.810***	0.808	0.002
	HAW2	0.761***	0.750	0.011
	HAW3	0.845***	0.829	0.016
	HAW4	0.909***	0.881	0.028
	HAW5	0.882***	0.860	0.022
	HAW6	0.823***	0.798	0.025
	HAW7	0.728***	0.721	0.007
	HAW8	0.880***	0.869	0.011
	HAW9	0.824***	0.813	0.011
Service-skill use	SKU1	0.803***	0.801	0.002
	SKU2	0.909***	0.904	0.005
	SKU3	0.858***	0.851	0.007
	SKU4	0.911***	0.899	0.012
	SKU5	0.899***	0.880	0.009
	SKU6	0.877***	0.870	0.007
Cross-selling performance	CSP1	0.803***	0.778	0.025
	CSP2	0.811***	0.803	0.008
	CSP3	0.904***	0.903	0.001
	CSP4	0.918***	0.909	0.009