Title: The effect of switching costs on intent to switch: an application in IS service provision markets

Authors: Dwayne Whitten, Kenneth W. Green Jr.

Addresses: Baylor University, One Bear Place No. 98005, Waco, TX 76798, USA. ' Henderson State University, 1100 Henderson Street, Arkadelphia, AR 71999–0001, USA

Abstract: The focus of this research is to evaluate the relationship between switching costs and customers| intent to switch service providers. Results indicate that service satisfaction both mediates and moderates the relationship and that attractiveness of alternatives moderates but does not mediate the relationship.

Keywords: switching costs; switching intentions; service satisfaction; alternative attractiveness; internet service providers; ISPs; mobile communications; mobile commerce; m-commerce.

DOI: 10.1504/IJMC.2005.007027

International Journal of Mobile Communications, 2005 Vol.3 No.4, pp.428 - 444

Available online: 04 May 2005 *

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