The effect of switching costs on intent to switch: an application in IS service provision markets

The focus of this research is to evaluate the relationship between switching costs and customers' intent to switch service providers. Results indicate that service satisfaction both mediates and moderates the relationship and that attractiveness of alternatives moderates but does not mediate the relationship.

[1]  Barbara B. Jackson,et al.  Winning and keeping industrial customers : the dynamics of customer relationships , 1985 .

[2]  Gilbert A. Churchill.  A Paradigm for Developing Better Measures of Marketing Constructs , 1979 .

[3]  Tor Guimaraes,et al.  The Relationship Between User Participation and User Satisfaction: An Investigation of Four Contingency Factors , 1994, MIS Q..

[4]  Richard A. Spreng,et al.  Modeling the determinants of customer satisfaction for business-to-business professional services , 1997 .

[5]  Sushil K. Sharma,et al.  A new approach for mobile communication: web services using flexible services architecture , 2003, Int. J. Mob. Commun..

[6]  David L. Mothersbaugh,et al.  Switching barriers and repurchase intentions in services , 2000 .

[7]  Ruth N. Bolton,et al.  A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction , 1994 .

[8]  Sanjay L. Ahire,et al.  Development and Validation of TQM Implementation Constructs , 1996 .

[9]  Terence A. Oliva,et al.  A Catastrophe Model for Developing Service Satisfaction Strategies , 1992 .

[10]  D. O. Sears.  College sophomores in the laboratory: Influences of a narrow data base on social psychology's view of human nature. , 1986 .

[11]  N. Melone.  A theoretical assessment of the user-satisfaction construct in information systems research , 1990 .

[12]  Thomas O. Jones,et al.  Why Satisfied Customers Defect , 1996 .

[13]  M. Keil,et al.  The effects of sunk cost and project completion on information technology project escalation , 1995 .

[14]  Elena Karahanna,et al.  Time Flies When You're Having Fun: Cognitive Absorption and Beliefs About Information Technology Usage , 2000, MIS Q..

[15]  F. Dwyer,et al.  Developing Buyer-Seller Relationships , 1987 .

[16]  Jaishankar Ganesh,et al.  Understanding the Customer Base of Service Providers: An Examination of the Differences between Switchers and Stayers , 2000, Journal of Marketing.

[17]  Allen M. Weiss,et al.  Vendor Consideration and Switching Behavior for Buyers in High-Technology Markets , 1995 .

[18]  J. Steenkamp,et al.  A Meta-Analysis of Satisfaction in Marketing Channel Relationships , 1999 .

[19]  R. Oliver.  Measurement and evaluation of satisfaction processes in retail settings. , 1981 .

[20]  Mary Jo Bitner,et al.  Relational benefits in services industries: The customer’s perspective , 1998 .

[21]  K. Reynolds,et al.  Customer benefits and company consequences of customer-salesperson relationships in retailing , 1999 .

[22]  Petri T. Helo,et al.  Technology trajectories in mobile telecommunications: analysis of structure and speed of development , 2003, Int. J. Mob. Commun..

[23]  Darryl D. Wilson,et al.  Supply management orientation and supplier/buyer performance , 2000 .

[24]  Robert W. Ruekert,et al.  Reliability and Validity of Alternative Measures of Channel Member Satisfaction , 1984 .

[25]  Allen M. Weiss,et al.  Converting from Independent to Employee Salesforces: The Role of Perceived Switching Costs , 1992 .

[26]  Judy K. Frels,et al.  Consumer switching costs: A typology, antecedents, and consequences , 2003 .

[27]  D. A. Kenny,et al.  The moderator-mediator variable distinction in social psychological research: conceptual, strategic, and statistical considerations. , 1986, Journal of personality and social psychology.

[28]  R. Ping,et al.  Does satisfaction moderate the association between alternative attractiveness and exit intention in a marketing channel? , 1994 .

[29]  John T. Gourville,et al.  Transaction Decoupling: How Price Bundling Affects the Decision to Consume , 2001 .

[30]  R. Oliver.  A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions , 1980 .

[31]  Ali R. Montazemi,et al.  Factors Affecting Information Satisfaction in the Context of the Small Business Environment , 1988, MIS Q..

[32]  Adel M. Aladwani.  A Deeper Look at the Attitude-Behavior Consistency Assumption in Information Systems Satisfaction Research , 2003, J. Comput. Inf. Syst..

[33]  John R. Nevin,et al.  Power in a Channel of Distribution: Sources and Consequences , 1974 .

[34]  E. Anderson,et al.  The Antecedents and Consequences of Customer Satisfaction for Firms , 1993 .

[35]  Samtani Anil,et al.  Overcoming barriers to the successful adoption of mobile commerce in Singapore , 2003, Int. J. Mob. Commun..

[36]  K. Reynolds,et al.  Customer-sales associate retail relationships , 1996 .

[37]  Matthew A. Waller,et al.  LATENT VARIABLES IN BUSINESS LOGISTICS RESEARCH: SCALE DEVELOPMENT AND VALIDATION / , 1994 .

[38]  Fred Niederman,et al.  Sources of dissatisfaction in end-user support: an empirical study , 2002, DATB.

[39]  S. Hunt,et al.  The Commitment-Trust Theory of Relationship Marketing , 1994 .

[40]  Bernard C. Y. Tan,et al.  A Cross-Cultural Study on Escalation of Commitment Behavior in Software Projects , 2000, MIS Q..

[41]  David L. Mothersbaugh,et al.  Why customers stay: measuring the underlying dimensions of services switching costs and managing their differential strategic outcomes , 2002 .

[42]  Leslie P. Willcocks,et al.  Relationships in it outsourcing: a stakeholder perspective , 2000 .

[43]  R. Ping.  The effects of satisfaction and structural constraints on retailer exiting, voice, loyalty, opportunism, and neglect , 1993 .

[44]  Graham C. Low,et al.  Exploring Individual User Satisfaction Within User-Led Development , 1993, MIS Q..

[45]  Ruth N. Bolton,et al.  A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes , 1991 .

[46]  Leslie P. Willcocks,et al.  Information Systems Outsourcing in Theory and Practice , 1995, J. Inf. Technol..

[47]  Omprakash K. Gupta,et al.  Consumer perception and attitude toward mobile communication , 2003, Int. J. Mob. Commun..

[48]  Barbara Bund,et al.  Winning and Keeping Industrial Customers: The Dynamics of Customer Relationships , 1985 .

[49]  Manfred F. Maute,et al.  The structure and determinants of consumer complaint intentions and behavior , 1993 .

[50]  David M. Szymanski,et al.  Customer satisfaction: A meta-analysis of the empirical evidence , 2001 .