An empirical study of the antecedents and consequences of calculative commitment in B2B services

This research proposes and empirically analyses a model that considers switching costs andattractiveness of alternative service providers as antecedents to calculative commitment, andrepurchase intentions as one of its consequences. Given that calculatively committedcustomers are important in fading relationships, we test these constructs amongst dissatisfiedbusiness services customers because research on the continuation of troubled businessrelationships is scarce. Data was collected online from 416 businesses using a key informantapproach. Results support the contention that the antecedents of calculative commitment areattractiveness of alternative service providers and switching costs, specifically, benefit-losscosts, customer-service provider relationships costs and post-switching costs. Repurchaseintentions was found to be a consequence of calculative commitment.