Three seven-point Likert-type items assess the costs associated with establishing a new service relationship, including the effort of finding a new provider, communicating preferences and needs to a new provider, and learning how the new firm operates. Developed for use in a financial services context but generalisable to other professional service relationships.
Bell, S. J., Auh, S., & Smalley, K. (2005). Customer relationship dynamics: Service quality and customer loyalty in the context of varying levels of customer expertise and switching costs. Journal of the Academy of Marketing Science, 33(2), 169–183.
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