This Article Full Text (PDF) References Alert me when this article is cited Alert me if a correction is posted Citation Map Services Email this article to a friend Similar articles in this journal Alert me to new issues of the journal Add to Saved Citations Download to citation manager Request Permissions Request Reprints Add to My Marked Citations Citing Articles Citing Articles via HighWire Citing Articles via Google Scholar Google Scholar Articles by Bansal, H. S. Articles by Taylor, S. F. Search for Related Content Social Bookmarking                   What's this?

The Service Provider Switching Model (SPSM)

A Model of Consumer Switching Behavior in the Services Industry

University of New Brunswick

Shirley F. Taylor

Queen’s University

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. Self-reports of their actual behavior were also collected via telephone.

CiteULike    Connotea    Del.icio.us    Digg    Reddit    Technorati    What's this?

This article has been cited by other articles:

				M. Colgate, V. T.-U. Tong, C. K.-C. Lee, and J. U. Farley Back From the Brink: Why Customers Stay Journal of Service Research, February 1, 2007; 9(3): 211 - 228. [Abstract] [PDF]

				H. S. Bansal, S. F. Taylor, and Y. St. James "Migrating" to New Service Providers: Toward a Unifying Framework of Consumers' Switching Behaviors Journal of the Academy of Marketing Science, January 1, 2005; 33(1): 96 - 115. [Abstract] [PDF]

				H. S. Bansal, P. G. Irving, and S. F. Taylor A Three-Component Model of Customer to Service Providers Journal of the Academy of Marketing Science, July 1, 2004; 32(3): 234 - 250. [Abstract] [PDF]

				G. Fullerton When Does Commitment Lead to Loyalty? Journal of Service Research, May 1, 2003; 5(4): 333 - 344. [Abstract] [PDF]

				T. A. Burnham, J. K. Frels, and V. Mahajan Consumer Switching Costs: A Typology, Antecedents, and Consequences Journal of the Academy of Marketing Science, April 1, 2003; 31(2): 109 - 126. [Abstract] [PDF]

				J. Tahtinen and A. Halinen Research on Ending Exchange Relationships: A Categorization, Assessment and Outlook Marketing Theory, June 1, 2002; 2(2): 165 - 188. [Abstract] [PDF]

				S. M. Keaveney and M. Parthasarathy Customer Switching Behavior in Online Services: An Exploratory Study of the Role of Selected Attitudinal, Behavioral, and Demographic Factors Journal of the Academy of Marketing Science, October 1, 2001; 29(4): 374 - 390. [Abstract] [PDF]