Abstract
Switching costs has been recognised as a primary reason why dissatisfied customers stay with their suppliers. While a validated multidimensional scale of switching costs exists in a business-to-consumer context, there has been little empirical research effort devoted to operationalising different types of switching costs in business service relationships. This research strives to develop a model taking into consideration the various types of switching costs. Data was collected online from 453 Australian businesses using a key informant approach. While the initial Exploratory Factor Analysis (EFA) failed to produce the hypothesised six-factor model, a re-run of EFA identified a five-factor model, with Confirmatory Factor Analysis (CFA) demonstrating good fit statistics. The model has been empirically tested for unidimensionality, reliability and validity using CFA.
| Original language | English |
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| Title of host publication | Advancing theory, maintaining relevance |
| Editors | Yunus Ali, Ms Maria van Dessel |
| Place of Publication | Brisbane, Qld |
| Publisher | Queensland University of Technology |
| Pages | 9 |
| Number of pages | 1 |
| ISBN (Electronic) | 1741071593 |
| Publication status | Published - 2006 |
| Event | Australian and New Zealand Marketing Academy (ANZMAC) Conference - Fremantle, Perth, Australia Duration: 05 Dec 2006 → 07 Dec 2006 |
Conference
| Conference | Australian and New Zealand Marketing Academy (ANZMAC) Conference |
|---|---|
| Country/Territory | Australia |
| Period | 05/12/06 → 07/12/06 |