The Service Provider Switching Model (SPSM): A Model Of Consumer Switching Behavior In The Services Industry  

Oleh:

Bansal, Harvir S. ; Taylor, Shirley F.

Jenis: Article from Journal - ilmiah internasional
Dalam koleksi: Journal Of Service Research vol. 2 no. 2 (Nov. 1999), page 200-218.
Fulltext: 200.pdf (145.69KB)

Isi artikel

Building on Keaveney’s work and using related studies from the disciplines of marketing and psychology, a model of service provider switching was developed. It was empirically examined using structural equation modeling with data from customers of mortgage services of various Canadian financial institutions. Factors deemed responsible for switching behavior, along with switching intentions, were measured from mortgage customers. Selfreports of their actual behavior were also collected via telephone.

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