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Cited by 417

The DOI matches its Crossref record; 19 of the 19 references it cites were found in a registry or an index.

The Service Provider Switching Model (SPSM): A Model of Consumer Switching Behavior in the Services Industry

Bansal, Harvir S., Taylor, Shirley F.·1999·Journal of Service Research
DOI 10.1177/109467059922007
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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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Cites

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Citations

Cites

Show all 19 references

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Cited by

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Metadata

Authors
Bansal, H. S., & Taylor, S. F.
Venue
Journal of Service Research
Publisher
SAGE Publications
Published
1999-11
Volume
2
Issue
2
Pages
200-218
ISSN
  • 1094-6705 (ISSN-L)
  • 1552-7379
DOI
10.1177/109467059922007
OpenAlex
W2061462889
Cited by
417
References
19
FWCI
6.41
Type
journal article
Language
en
Open access
closed
Licence
journals.sagepub.com/page/policies/text-and-data-mining-license (tdm)

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CoChat. (2026). Citation check: The Service Provider Switching Model (SPSM): A Model of Consumer Switching Behavior in the Services Industry. https://app.cochat.ai/papers/10.1177/109467059922007
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Bansal, H. S., & Taylor, S. F. (1999). The Service Provider Switching Model (SPSM): A Model of Consumer Switching Behavior in the Services Industry. Journal of Service Research. https://doi.org/10.1177/109467059922007

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Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).

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