Provider-Switching Learning Cost Scale

What it measures

Four items capture the cognitive and behavioural effort a consumer anticipates incurring when switching service providers -- specifically the need to become familiar with a new provider's policies, learn how the system works, and navigate unfamiliar procedures. The scale reflects post-switching adjustment costs rather than transition costs paid upfront, measuring the anticipated friction of re-establishing competent use of a new provider's service.

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.