Retention · Survey-based typology and empirical scale/model development.
Consumer switching costs: A typology, antecedents, and consequences
Journal of the Academy of Marketing Science · 2003
Summary
Switching costs include procedural, financial and relational dimensions and influence evaluation and loyalty.
For your marketing
Possible founder application
Map migration costs across data, process, learning and relationships; use onboarding and portability to reduce acquisition friction.
Reported result
What the study found
Switching costs include procedural, financial and relational dimensions and influence evaluation and loyalty.
Research question
What the authors investigated
What types of switching costs matter and how do they affect loyalty?
Design
Survey-based typology and empirical scale/model development.
Sample and setting
Customers switching among service providers.
Scope and transfer
Limitations to keep in view
General service context and perceptual survey; not enterprise software contracts specifically.
Research sources
Publisher abstract/metadata retrieved from the DOI landing page; design and finding summarized from that abstract.