Table 2. Measurement instruments, data...

Table 2.

Measurement instruments, data sources, and construct reliability

Construct	Measurement Items	Composite Reliability	Literature Support	Data Source
Financial planning behavior	Over the past year, …	0.83	Hansen (2012); Xiao and O'Neill (2018)	Customer survey
	… I had a plan to reach my financial goals
	… I had a weekly or monthly budget that I followed
Promotion focus	I focus on what I hope to achieve in the future	0.92	Lockwood et al. (2002)	Customer survey
	I think about achieving my ambitions
	I see myself as someone who is striving to fulfill my hopes and dreams
	I am focused on achieving positive outcomes in my life
Service customization	When being served today and at other times in this branch, …	0.82	Schepers et al. (2012)	Customer survey
	… they recommend bank products or services that are best suited to solving customer problems
	… they try to find out which kinds of bank products or services would be most helpful to customers
Attention to detail	Service employees in this branch …	0.82	Miron et al. (2004)	General manager survey
	… are thorough when solving customer problems
	… perform the tasks related to serving customers precisely over a long time
Servant leadership	In this branch, …	0.83	Liden et al. (2008)	Frontline employee survey
	… I would seek help from my manager if I had a personal problem
	… my manager puts my best interests ahead of his/her own
	… my manager gives me the freedom to handle difficult situations in the way that I feel is best
Customer stewardship climate	In this branch, managers and employees …	0.94	Schepers et al. (2012)	Deputy manager survey
	… feel a sense of responsibility for the customer
	… feel a sense of accountability for the customer
	… feel that the bank’s customers are our customers
	… feel responsible for the customers’ welfare
Job stress	For me personally, …	0.91	Cammann et al. (1983)	Frontline employee survey
	… my job is extremely stressful
	… I feel a great deal of stress because of my job

Construct	Measurement Items	Composite Reliability	Literature Support	Data Source
Financial planning behavior	Over the past year, …	0.83	Hansen (2012); Xiao and O'Neill (2018)	Customer survey
	… I had a plan to reach my financial goals
	… I had a weekly or monthly budget that I followed
Promotion focus	I focus on what I hope to achieve in the future	0.92	Lockwood et al. (2002)	Customer survey
	I think about achieving my ambitions
	I see myself as someone who is striving to fulfill my hopes and dreams
	I am focused on achieving positive outcomes in my life
Service customization	When being served today and at other times in this branch, …	0.82	Schepers et al. (2012)	Customer survey
	… they recommend bank products or services that are best suited to solving customer problems
	… they try to find out which kinds of bank products or services would be most helpful to customers
Attention to detail	Service employees in this branch …	0.82	Miron et al. (2004)	General manager survey
	… are thorough when solving customer problems
	… perform the tasks related to serving customers precisely over a long time
Servant leadership	In this branch, …	0.83	Liden et al. (2008)	Frontline employee survey
	… I would seek help from my manager if I had a personal problem
	… my manager puts my best interests ahead of his/her own
	… my manager gives me the freedom to handle difficult situations in the way that I feel is best
Customer stewardship climate	In this branch, managers and employees …	0.94	Schepers et al. (2012)	Deputy manager survey
	… feel a sense of responsibility for the customer
	… feel a sense of accountability for the customer
	… feel that the bank’s customers are our customers
	… feel responsible for the customers’ welfare
Job stress	For me personally, …	0.91	Cammann et al. (1983)	Frontline employee survey
	… my job is extremely stressful
	… I feel a great deal of stress because of my job

Source: Authors’ own work

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