Table 2.
Convergent validity.
| Variable | ITEM | FL | CR | AVE | |
|---|---|---|---|---|---|
| Customer participation | PPC1 | During my visit to the hotel, I actively share information I had with the employee who served me | 0.823 | 0.894 | 0.630 |
| PPC2 | I participate in a discussion about my case with the service personnel who served me at the hotel. | 0.890 | |||
| PPC3 | While I am at the hotel, I told the service personnel what I know about my demands | 0.876 | |||
| PPC4 | I make considerable effort to discuss my case with the service personnel at the hotel. | 0.835 | |||
| PPC5 | I try my best to participate in my case at the hotel. | 0.817 | |||
| Resilience | RES1 | I effectively collaborate with others to handle challenges at work | 0.883 | 0.946 | 0.715 |
| RES2 | I successfully manage a high workload for long periods of time | 0.900 | |||
| RES3 | I resolve crises competently at work | 0.894 | |||
| RES4 | I learn from mistakes and improve the way I do my job | 0.873 | |||
| RES5 | I re-evaluate my performance and continually improve the way I do my work | Deleted | |||
| RES6 | I effectively respond to feedback, even criticism | 0.880 | |||
| RES7 | I seek assistance at work when I need specific resources | 0.877 | |||
| RES8 | I approach managers when I need their support | 0.898 | |||
| RES9 | I use change at work as an opportunity for growth | 0.856 | |||
| Customer wellbeing | STUW1 | Are you happy with your ability to perform daily living activities? | 0.794 | 0.947 | 0.530 |
| STUW2 | Are you happy with your ability to work? | 0.865 | |||
| STUW3 | Do you feel able to enjoy life? | 0.846 | |||
| STUW4 | Do you feel optimistic about the future? | 0.716 | |||
| STUW5 | Do you feel in control of your life? | 0.784 | |||
| STUW6 | Do you feel happy with yourself as a person? | 0.788 | |||
| STUW7 | Are you happy with your looks and appearance? | 0.854 | |||
| STUW8 | Do you feel able to live your life the way you want? | 0.714 | |||
| STUW9 | Do you feel able to grow and develop as a person? | 0.816 | |||
| STUW10 | 0.768 | ||||
| STUW11 | Are you happy with your friendships and personal relationships? | 0.815 | |||
| STUW12 | Are you comfortable about the way you relate and connect with others? | 0.746 | |||
| STUW13 | Are you able to ask someone for help with a problem? | 0.753 | |||
| Service climate | SC1 | How would you rate the job knowledge and skills of employees in your business to deliver superior quality service? | 0.859 | 0.912 | 0.603 |
| SC2 | How would you rate efforts to measure and track the quality of service in your business? | 0.863 | |||
| SC3 | How would you rate the recognition and rewards employees receive for the delivery of superior service? | 0.881 | |||
| SC4 | How would you rate the overall quality of service provided by your business? | 0.832 | |||
| SC5 | How would you rate the leadership shown by management in your business in supporting the service quality effort? | 0.880 | |||
| SC6 | How would you rate the effectiveness of our communications efforts to both employees and customers? | 0.826 | |||
| SC7 | How would you rate the tools, technology, and other resources provided to employees to support the delivery of superior quality service? | Deleted | |||
| Customer value co-creation | CVC1 | Customers let me know how to meet their needs better. | 0.808 | 0.903 | 0.539 |
| CVC2 | Customers tell me how to improve hotel services when he/she has new ideas | 0.842 | |||
| CVC3 | Customers tell me about hotel service problems so that I can improve that | 0.840 | |||
| CVC4 | Customers are willing to notify me the problem even if the problem does not affect themselves | 0.819 | |||
| CVC5 | Customers will let me know if I give him/her good hotel service | 0.844 | |||
| CVC6 | Even if the price error will benefit the customers, they will still remind me | 0.862 |