Eight seven-point items measure the intention to switch service providers, combining reverse-scored loyalty items (preference for the current provider, comparative quality perceptions) with direct switching behaviour items (reduced usage, past switching, future switching intention). The scale was adapted from Oliver (1996) and used to examine the behavioural consequences of anger in service failure contexts.
Bougie, R., Pieters, R., & Zeelenberg, M. (2003). Angry customers don't come back, they get back: The experience and behavioral implications of anger and dissatisfaction in services. Journal of the Academy of Marketing Science, 31(4), 377–393.
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