The Service Provider Switching Model (SPSM)
- 1 November 1999
- journal article
- research article
- Published by SAGE Publications in Journal of Service Research
- Vol. 2 (2) , 200-218
- https://doi.org/10.1177/109467059922007
Abstract
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.Keywords
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