Service Provider Retention Intention

What it measures

Three items measure a customer's desire and intention to remain with their current service provider, including absence of search behaviour and valuation of the relationship.

Response format

Response format not stated; likely 5- or 7-point Likert

Scale items

• I am not looking for another __________ to replace the present one.
• The relationship is important to me.
• I wish to retain my relationship with __________.

Full scale items shown. Always cite the original source when using this scale in research.

Usage notes & scoring

Original to Patterson and Smith (2003); validated through a two-country, two-language process. Alphas .87–.91 (Australia) and .83–.87 (Thailand) across three service types. Blanks should be replaced with the service provider type.

Recommended companion scales

Citation

Patterson, P. G., & Smith, T. (2003). A cross-cultural study of switching barriers and propensity to stay with service providers. Journal of Retailing, 79(2), 107–120.

Keywords