Three seven-point Likert-type items assess the perceived inertia associated with switching from a current service or product to an alternative, capturing the bother, costs, and perceived low value of making a switch. The scale was adapted from switching cost measures and used to study consumer trial of new self-service technologies, where resistance to changing habitual ordering methods was a key variable.
Meuter, M. L., Bitner, M. J., Ostrom, A. L., & Brown, S. W. (2005). Choosing among alternative service delivery modes: An investigation of customer trial of self-service technologies. Journal of Marketing, 69(2), 61–83.
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