Service Provider Switching Intention

What it measures

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.

Response format

7-point rating scale (1=not at all, 7=very much)

Scale items

• I use the services of this service provider because it is the best choice for me. (r)
• To me, the service quality this service provider offers is higher than the service quality of other service providers. (r)
• I have grown to like this service provider more than other service providers in this category. (r)
• This service provider is my preferred service provider in this category. (r)
• I have acquired the services of this organization less frequently than before.
• I have switched to a competitor of the service organization.
• I will not acquire services of this organization anymore in the future.
• I intend to switch to a competitor of the service organization in the future.

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

Usage notes & scoring

Adapted from Oliver (1996). No validity examination was reported. Items 1–4 are reverse-scored loyalty indicators; items 5–8 reflect active switching behaviour. Scale anchors were not at all and very much.

Citation

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.

Keywords