Provider-Switching Benefits Loss Scale

What it measures

Four items capture the degree to which a customer perceives that changing service providers would mean forfeiting particular privileges, benefits, and preferential treatment built up through the existing relationship. The items frame switching costs as foregone relational gains rather than acquisition costs -- what would be given up rather than what would need to be learned or paid. The scale is one component of a broader multi-dimensional switching costs framework.

Representative items

• 276 customers of a European bank (Study 2)

Citation

Nagengast, L., Evanschitzky, H., Blut, M., & Rudolph, T. (2014). New insights in the moderating effect of switching costs on the satisfaction-repurchase behavior link. Journal of Retailing, 90(3), 408-427.