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| Author: | Patterson, P. G. Smith, T. |
| Title: | A cross-cultural study of switching barriers and propensity to stay with service providers |
| Journal: | Journal of Retailing
2003 : VOL. 79:2, p. 107-120 |
| Index terms: | Culture Service Australia Thailand |
| Freeterms: | Switching barriers |
| Language: | eng |
| Abstract: | The role that switching barriers play in the propensity to stay with service providers is examined in this study. Three service types were studied across two diverse cultures: Australia, Western, individualistic culture and Thailand, Eastern, collectivistic culture. Six potential switching barriers are examined: search costs, loss of social bounds, setup costs, functional risk, attractiveness of alternatives and loss of special treatment benefits. The results from a series of multiple regression analyses show switching costs capture a substantial amount of the explained variance in the dependent variable, propensity to stay with a focal service provider. |
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