Affiliation:
1. University of New Brunswick
2. Queen’s University
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.
Subject
Organizational Behavior and Human Resource Management,Sociology and Political Science,Information Systems
Cited by
238 articles.
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