The Service Provider Switching Model (SPSM)

Harvir S. Bansal · Shirley F. Taylor

419 citations0/0 files storedJournal of Service Research

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Customer Service Quality and Loyalty Service and Product Innovation Customer churn and segmentation

Abstract

Building on Keaveney’s work and using related studies from the disciplines of marketing and psychology, a model of service provider switching was developed. It was empirically examined using structural equation modeling with data from customers of mortgage services of various Canadian financial institutions. Factors deemed responsible for switching behavior, along with switching intentions, were measured from mortgage customers. Self-reports of their actual behavior were also collected via telephone.

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References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 1991The theory of planned behavior 1977Self-efficacy: Toward a unifying theory of behavioral change.1975Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research 1977Self-efficacy: Toward a unifying theory of behavioral change.1988On the Evaluation of Structural Equation Models 1980Understanding Attitudes and Predicting Social Behavior 1990Comparative fit indexes in structural models.

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