The effect of switching costs on intent to switch: an application in IS service provision markets

Authors:
Dwayne Whitten;Kenneth W. Green Jr.
Affiliations:
Baylor University, One Bear Place No. 98005, Waco, TX 76798, USA.;Henderson State University, 1100 Henderson Street, Arkadelphia, AR 71999 0001, USA
Venue:
International Journal of Mobile Communications
Year:
2005

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Abstract

The focus of this research is to evaluate the relationship between switching costs and customers' intent to switch service providers. Results indicate that service satisfaction both mediates and moderates the relationship and that attractiveness of alternatives moderates but does not mediate the relationship.