Four five-point items assess the perceived evaluation costs associated with switching service providers, specifically the time and effort required to gather, process, and compare information about alternatives. Items address time constraints, effort needed to feel comfortable evaluating alternatives, difficulty of comparison, and general toughness of evaluating other providers.
Burnham, T. A., Frels, J. K., & Mahajan, V. (2003). Consumer switching costs: A typology, antecedents and consequences. Journal of the Academy of Marketing Science, 31(2), 109–126.
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