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Cited by 1,858Customer Service Quality and LoyaltyConsumer Market Behavior and PricingCustomer churn and segmentation

Consumer Switching Costs: A Typology, Antecedents, and Consequences

Burnham, Thomas A., Frels, Judy K., Mahajan, Vijay·2003·Journal of the Academy of Marketing Science
DOI 10.1177/0092070302250897
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Crossref · 10.1177/0092070302250897

Cites

56 of 56 references verified0 citation errors · 0 not checkable

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Each is checked against this paper’s own text: does it say what the citing paper says it does?

  • Favorable or positive emotion/affect or behavioral intentions influence customer retention, and customers are less likely to switch to another service provider.

    “Favorable or positive emotion/affect or behavioral intentions influence customer retention, and customers are less likely a switch to another service provider (Burnham et al. 2003; Colgate and Hedge 2001; Jones et al. 2007).”

    From Health insurance policy renewal: an exploration of reputation, performance, and affect to understand customer inertia (2022) · cites this paper as Burnham et al. 2003

  • Switching costs hold customers in business relationships regardless of their satisfaction with the service provider.

    “The switching costs are acknowledged as a means for holding customers in business relationships, irrespective of their level of satisfaction with the service provider (Bansal et al. 2004; 2005; Burnham et al. 2003; Jones et al. 2002).”

    From Health insurance policy renewal: an exploration of reputation, performance, and affect to understand customer inertia (2022) · cites this paper as Burnham et al. 2003

  • Burnham et al. recognized three dimensions of switching costs: procedural, relational and financial.

    “Burnham et al (2003) recognized three dimensions of switching costs, each with a few subcategories, i.e., procedural, relational and financial.”

    From Health insurance policy renewal: an exploration of reputation, performance, and affect to understand customer inertia (2022) · cites this paper as Burnham et al (2003)

  • Customers planning to switch from an organization risk not only incurring direct financial costs but also losing knowledge, forgoing special benefits, and perhaps relinquishing personal relationships.

    “Customers planning to switch from an organization risk not only incurring direct financial costs (i.e., set-up costs and monetary losses) but also losing knowledge (i.e., learning the service provider's processes), forgoing special benefits (e.g., customized services), and perhaps relinquishing personal relationships (Burnham et al. 2003).”

    From Understanding and managing customer relational benefits in services: a meta-analysis (2020) · cites this paper as Burnham et al. 2003

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Authors
Burnham, T. A., Frels, J. K., & Mahajan, V.
Affiliations
  • Santa Clara University (US)
  • University of Maryland, College Park (US)
  • The University of Texas at Austin (US)
ORCID
Burnham, Thomas A.
Venue
Journal of the Academy of Marketing Science
Publisher
Springer Science and Business Media LLC
Published
2003-04-01
Volume
31
Issue
2
Pages
109-126
ISSN
  • 0092-0703 (ISSN-L)
  • 0000-0000
DOI
10.1177/0092070302250897
OpenAlex
W2014818400
Cited by
1,858
References
56
Citations by year
2026: 57 · 2025: 51 · 2024: 79 · 2023: 78 · 2022: 76 · 2021: 86 · 2020: 125 · 2019: 86 · 2018: 92 · 2017: 103 · 2016: 110 · 2015: 112 · 2014: 118 · 2013: 101 · 2012: 111
FWCI
60.13
Type
journal article
Language
en
Open access
closed
Locations
Journal of the Academy of Marketing Science (publishedVersion)
Funders
  • University of Arkansas
  • University of Arkansas for Medical Sciences
  • University of Texas at Austin
Topics
  • Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
  • Social Sciences › Business, Management and Accounting › Marketing › Consumer Market Behavior and Pricing
  • Social Sciences › Business, Management and Accounting › Marketing › Customer churn and segmentation
Keywords
switching costs, customer retention, switching intention, product complexity, customer satisfaction, service providers

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Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.

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