Loading…

Consumer Switching Costs: A Typology, Antecedents, and Consequences

The management of customer switching costs has been hampered by the lack of a comprehensive typology for conceptualizing, categorizing, and measuring consumers' perceptions of these costs. A switching cost typology is developed that identifies 3 types of switching costs: 1. procedural switching...

Full description

Saved in:
Bibliographic Details
Published in:Journal of the Academy of Marketing Science 2003-04, Vol.31 (2), p.109-126
Main Authors: Burnham, Thomas A., Frels, Judy K., Mahajan, Vijay
Format: Article
Language:English
Subjects:
Citations: Items that cite this one
Online Access:Get full text
Tags: Add Tag
No Tags, Be the first to tag this record!
cited_by cdi_FETCH-LOGICAL-c362t-4fc961a2ae373aea12f74d8d10c491f1238c8bfdd4ec1e499bcdb6b4f296c9873
cites
container_end_page 126
container_issue 2
container_start_page 109
container_title Journal of the Academy of Marketing Science
container_volume 31
creator Burnham, Thomas A.
Frels, Judy K.
Mahajan, Vijay
description The management of customer switching costs has been hampered by the lack of a comprehensive typology for conceptualizing, categorizing, and measuring consumers' perceptions of these costs. A switching cost typology is developed that identifies 3 types of switching costs: 1. procedural switching costs, primarily involving the loss of time and effort, 2. financial switching costs, involving the loss of financially quantifiable resources, and 3. relational switching costs, involving psychological or emotional discomfort due to the loss of identity and the breaking of bonds. The antecedents and consequences of switching costs are examined. The results suggest that consumers' perceptions of product complexity and provider heterogeneity, their breadth of product use, and their alternative provider and switching experience drive the switching costs they perceive.
doi_str_mv 10.1177/0092070302250897
format article
fullrecord <record><control><sourceid>proquest_cross</sourceid><recordid>TN_cdi_proquest_journals_2786686575</recordid><sourceformat>XML</sourceformat><sourcesystem>PC</sourcesystem><sourcerecordid>319910691</sourcerecordid><originalsourceid>FETCH-LOGICAL-c362t-4fc961a2ae373aea12f74d8d10c491f1238c8bfdd4ec1e499bcdb6b4f296c9873</originalsourceid><addsrcrecordid>eNp1kEtLw0AAhBdRMFbvHhe9Nrqv7MNbCb6g4MF6Dpt91JR2t-6mSP69CfUkeJrDfDMDA8A1RncYC3GPkCJIIIoIqZBU4gQUuKpIKSRhp6CY7HLyz8FFzhuEEKOcFaCuY8iHnUvw_bvrzWcX1rCOuc8PcAFXwz5u43qYw0XonXHWhT7PoQ4WTjH3dXDBuHwJzrzeZnf1qzPw8fS4ql_K5dvza71YloZy0pfMG8WxJtpRQbXTmHjBrLQYGaawx4RKI1tvLXMGO6ZUa2zLW-aJ4kZJQWfg9ti7T3Gczn2ziYcUxsmGCMm55JWoRurmX4owKTCVaoTQETIp5pycb_ap2-k0NBg105_N3z_pD7mgZlY</addsrcrecordid><sourcetype>Aggregation Database</sourcetype><iscdi>true</iscdi><recordtype>article</recordtype><pqid>224871389</pqid></control><display><type>article</type><title>Consumer Switching Costs: A Typology, Antecedents, and Consequences</title><source>EBSCOhost Business Source Ultimate</source><source>ABI/INFORM Global</source><source>Springer Nature</source><creator>Burnham, Thomas A. ; Frels, Judy K. ; Mahajan, Vijay</creator><creatorcontrib>Burnham, Thomas A. ; Frels, Judy K. ; Mahajan, Vijay</creatorcontrib><description>The management of customer switching costs has been hampered by the lack of a comprehensive typology for conceptualizing, categorizing, and measuring consumers' perceptions of these costs. A switching cost typology is developed that identifies 3 types of switching costs: 1. procedural switching costs, primarily involving the loss of time and effort, 2. financial switching costs, involving the loss of financially quantifiable resources, and 3. relational switching costs, involving psychological or emotional discomfort due to the loss of identity and the breaking of bonds. The antecedents and consequences of switching costs are examined. The results suggest that consumers' perceptions of product complexity and provider heterogeneity, their breadth of product use, and their alternative provider and switching experience drive the switching costs they perceive.</description><identifier>ISSN: 0092-0703</identifier><identifier>EISSN: 1552-7824</identifier><identifier>DOI: 10.1177/0092070302250897</identifier><identifier>CODEN: JAMSDE</identifier><language>eng</language><publisher>New York: Springer Nature B.V</publisher><subject>Brand loyalty ; Consumers ; Costs ; Customer relationship management ; Customer retention ; Customer satisfaction ; Customer services ; Market entry ; Marketing ; Statistical analysis ; Studies</subject><ispartof>Journal of the Academy of Marketing Science, 2003-04, Vol.31 (2), p.109-126</ispartof><rights>Copyright SAGE PUBLICATIONS, INC. Spring 2003</rights><rights>Academy of Marketing Science 2003.</rights><lds50>peer_reviewed</lds50><woscitedreferencessubscribed>false</woscitedreferencessubscribed><citedby>FETCH-LOGICAL-c362t-4fc961a2ae373aea12f74d8d10c491f1238c8bfdd4ec1e499bcdb6b4f296c9873</citedby></display><links><openurl>$$Topenurl_article</openurl><openurlfulltext>$$Topenurlfull_article</openurlfulltext><thumbnail>$$Tsyndetics_thumb_exl</thumbnail><linktopdf>$$Uhttps://www.proquest.com/docview/2786686575/fulltextPDF?pq-origsite=primo$$EPDF$$P50$$Gproquest$$H</linktopdf><linktohtml>$$Uhttps://www.proquest.com/docview/2786686575?pq-origsite=primo$$EHTML$$P50$$Gproquest$$H</linktohtml><link.rule.ids>314,777,781,11669,11887,27905,27906,36031,36041,44342,44344,74642,74644</link.rule.ids></links><search><creatorcontrib>Burnham, Thomas A.</creatorcontrib><creatorcontrib>Frels, Judy K.</creatorcontrib><creatorcontrib>Mahajan, Vijay</creatorcontrib><title>Consumer Switching Costs: A Typology, Antecedents, and Consequences</title><title>Journal of the Academy of Marketing Science</title><description>The management of customer switching costs has been hampered by the lack of a comprehensive typology for conceptualizing, categorizing, and measuring consumers' perceptions of these costs. A switching cost typology is developed that identifies 3 types of switching costs: 1. procedural switching costs, primarily involving the loss of time and effort, 2. financial switching costs, involving the loss of financially quantifiable resources, and 3. relational switching costs, involving psychological or emotional discomfort due to the loss of identity and the breaking of bonds. The antecedents and consequences of switching costs are examined. The results suggest that consumers' perceptions of product complexity and provider heterogeneity, their breadth of product use, and their alternative provider and switching experience drive the switching costs they perceive.</description><subject>Brand loyalty</subject><subject>Consumers</subject><subject>Costs</subject><subject>Customer relationship management</subject><subject>Customer retention</subject><subject>Customer satisfaction</subject><subject>Customer services</subject><subject>Market entry</subject><subject>Marketing</subject><subject>Statistical analysis</subject><subject>Studies</subject><issn>0092-0703</issn><issn>1552-7824</issn><fulltext>true</fulltext><rsrctype>article</rsrctype><creationdate>2003</creationdate><recordtype>article</recordtype><sourceid>M0C</sourceid><recordid>eNp1kEtLw0AAhBdRMFbvHhe9Nrqv7MNbCb6g4MF6Dpt91JR2t-6mSP69CfUkeJrDfDMDA8A1RncYC3GPkCJIIIoIqZBU4gQUuKpIKSRhp6CY7HLyz8FFzhuEEKOcFaCuY8iHnUvw_bvrzWcX1rCOuc8PcAFXwz5u43qYw0XonXHWhT7PoQ4WTjH3dXDBuHwJzrzeZnf1qzPw8fS4ql_K5dvza71YloZy0pfMG8WxJtpRQbXTmHjBrLQYGaawx4RKI1tvLXMGO6ZUa2zLW-aJ4kZJQWfg9ti7T3Gczn2ziYcUxsmGCMm55JWoRurmX4owKTCVaoTQETIp5pycb_ap2-k0NBg105_N3z_pD7mgZlY</recordid><startdate>20030401</startdate><enddate>20030401</enddate><creator>Burnham, Thomas A.</creator><creator>Frels, Judy K.</creator><creator>Mahajan, Vijay</creator><general>Springer Nature B.V</general><scope>AAYXX</scope><scope>CITATION</scope><scope>3V.</scope><scope>7WY</scope><scope>7WZ</scope><scope>7XB</scope><scope>87Z</scope><scope>88G</scope><scope>8FI</scope><scope>8FJ</scope><scope>8FK</scope><scope>8FL</scope><scope>ABUWG</scope><scope>AFKRA</scope><scope>AZQEC</scope><scope>BENPR</scope><scope>BEZIV</scope><scope>CCPQU</scope><scope>DWQXO</scope><scope>FRNLG</scope><scope>FYUFA</scope><scope>F~G</scope><scope>GHDGH</scope><scope>GNUQQ</scope><scope>K60</scope><scope>K6~</scope><scope>L.-</scope><scope>M0C</scope><scope>M2M</scope><scope>PQBIZ</scope><scope>PQBZA</scope><scope>PQEST</scope><scope>PQQKQ</scope><scope>PQUKI</scope><scope>PSYQQ</scope><scope>Q9U</scope></search><sort><creationdate>20030401</creationdate><title>Consumer Switching Costs: A Typology, Antecedents, and Consequences</title><author>Burnham, Thomas A. ; Frels, Judy K. ; Mahajan, Vijay</author></sort><facets><frbrtype>5</frbrtype><frbrgroupid>cdi_FETCH-LOGICAL-c362t-4fc961a2ae373aea12f74d8d10c491f1238c8bfdd4ec1e499bcdb6b4f296c9873</frbrgroupid><rsrctype>articles</rsrctype><prefilter>articles</prefilter><language>eng</language><creationdate>2003</creationdate><topic>Brand loyalty</topic><topic>Consumers</topic><topic>Costs</topic><topic>Customer relationship management</topic><topic>Customer retention</topic><topic>Customer satisfaction</topic><topic>Customer services</topic><topic>Market entry</topic><topic>Marketing</topic><topic>Statistical analysis</topic><topic>Studies</topic><toplevel>peer_reviewed</toplevel><toplevel>online_resources</toplevel><creatorcontrib>Burnham, Thomas A.</creatorcontrib><creatorcontrib>Frels, Judy K.</creatorcontrib><creatorcontrib>Mahajan, Vijay</creatorcontrib><collection>CrossRef</collection><collection>ProQuest Central (Corporate)</collection><collection>ABI/INFORM Collection</collection><collection>ABI/INFORM Global (PDF only)</collection><collection>ProQuest Central (purchase pre-March 2016)</collection><collection>ABI/INFORM Global (Alumni Edition)</collection><collection>Psychology Database (Alumni)</collection><collection>Hospital Premium Collection</collection><collection>Hospital Premium Collection (Alumni Edition)</collection><collection>ProQuest Central (Alumni) (purchase pre-March 2016)</collection><collection>ABI/INFORM Collection (Alumni Edition)</collection><collection>ProQuest Central (Alumni)</collection><collection>ProQuest Central</collection><collection>ProQuest Central Essentials</collection><collection>ProQuest Central</collection><collection>Business Premium Collection</collection><collection>ProQuest One Community College</collection><collection>ProQuest Central Korea</collection><collection>Business Premium Collection (Alumni)</collection><collection>Health Research Premium Collection</collection><collection>ABI/INFORM Global (Corporate)</collection><collection>Health Research Premium Collection (Alumni)</collection><collection>ProQuest Central Student</collection><collection>ProQuest Business Collection (Alumni Edition)</collection><collection>ProQuest Business Collection</collection><collection>ABI/INFORM Professional Advanced</collection><collection>ABI/INFORM Global</collection><collection>Psychology Database</collection><collection>ProQuest One Business</collection><collection>ProQuest One Business (Alumni)</collection><collection>ProQuest One Academic Eastern Edition (DO NOT USE)</collection><collection>ProQuest One Academic</collection><collection>ProQuest One Academic UKI Edition</collection><collection>ProQuest One Psychology</collection><collection>ProQuest Central Basic</collection><jtitle>Journal of the Academy of Marketing Science</jtitle></facets><delivery><delcategory>Remote Search Resource</delcategory><fulltext>fulltext</fulltext></delivery><addata><au>Burnham, Thomas A.</au><au>Frels, Judy K.</au><au>Mahajan, Vijay</au><format>journal</format><genre>article</genre><ristype>JOUR</ristype><atitle>Consumer Switching Costs: A Typology, Antecedents, and Consequences</atitle><jtitle>Journal of the Academy of Marketing Science</jtitle><date>2003-04-01</date><risdate>2003</risdate><volume>31</volume><issue>2</issue><spage>109</spage><epage>126</epage><pages>109-126</pages><issn>0092-0703</issn><eissn>1552-7824</eissn><coden>JAMSDE</coden><abstract>The management of customer switching costs has been hampered by the lack of a comprehensive typology for conceptualizing, categorizing, and measuring consumers' perceptions of these costs. A switching cost typology is developed that identifies 3 types of switching costs: 1. procedural switching costs, primarily involving the loss of time and effort, 2. financial switching costs, involving the loss of financially quantifiable resources, and 3. relational switching costs, involving psychological or emotional discomfort due to the loss of identity and the breaking of bonds. The antecedents and consequences of switching costs are examined. The results suggest that consumers' perceptions of product complexity and provider heterogeneity, their breadth of product use, and their alternative provider and switching experience drive the switching costs they perceive.</abstract><cop>New York</cop><pub>Springer Nature B.V</pub><doi>10.1177/0092070302250897</doi><tpages>18</tpages></addata></record>
fulltext fulltext
identifier ISSN: 0092-0703
ispartof Journal of the Academy of Marketing Science, 2003-04, Vol.31 (2), p.109-126
issn 0092-0703
1552-7824
language eng
recordid cdi_proquest_journals_2786686575
source EBSCOhost Business Source Ultimate; ABI/INFORM Global; Springer Nature
subjects Brand loyalty
Consumers
Costs
Customer relationship management
Customer retention
Customer satisfaction
Customer services
Market entry
Marketing
Statistical analysis
Studies
title Consumer Switching Costs: A Typology, Antecedents, and Consequences
url http://sfxeu10.hosted.exlibrisgroup.com/loughborough?ctx_ver=Z39.88-2004&ctx_enc=info:ofi/enc:UTF-8&ctx_tim=2025-01-18T23%3A04%3A40IST&url_ver=Z39.88-2004&url_ctx_fmt=infofi/fmt:kev:mtx:ctx&rfr_id=info:sid/primo.exlibrisgroup.com:primo3-Article-proquest_cross&rft_val_fmt=info:ofi/fmt:kev:mtx:journal&rft.genre=article&rft.atitle=Consumer%20Switching%20Costs:%20A%20Typology,%20Antecedents,%20and%20Consequences&rft.jtitle=Journal%20of%20the%20Academy%20of%20Marketing%20Science&rft.au=Burnham,%20Thomas%20A.&rft.date=2003-04-01&rft.volume=31&rft.issue=2&rft.spage=109&rft.epage=126&rft.pages=109-126&rft.issn=0092-0703&rft.eissn=1552-7824&rft.coden=JAMSDE&rft_id=info:doi/10.1177/0092070302250897&rft_dat=%3Cproquest_cross%3E319910691%3C/proquest_cross%3E%3Cgrp_id%3Ecdi_FETCH-LOGICAL-c362t-4fc961a2ae373aea12f74d8d10c491f1238c8bfdd4ec1e499bcdb6b4f296c9873%3C/grp_id%3E%3Coa%3E%3C/oa%3E%3Curl%3E%3C/url%3E&rft_id=info:oai/&rft_pqid=224871389&rft_id=info:pmid/&rfr_iscdi=true