Switching Inertia

What it measures

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.

Response format

7-point Likert (1=strongly disagree, 7=strongly agree)

Scale items

• Changing __________ would be a bother.
• For me, the cost in time, effort, and grief to switch __________ is high.
• It's just not worth the hassle for me to switch __________.

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

Usage notes & scoring

Adapted from Gremler (1995) and Ping (1993). Alphas of .90 and .91 across two studies. CFA measurement model fit was acceptable with significant factor loadings and discriminant validity evidence. The name of the focal good or service should be placed in the blanks.

Citation

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.

Keywords