Table 3 Most frequently cited...

Table 3

Most frequently cited measurement scales

Scale	Items	Source
Dissatisfaction	How do you feel about your overall experience with [service]? Very satisfied/very dissatisfied Very pleased/very displeased Very contented/very frustrated Absolutely delighted/absolutely terrible	Bhattacherjee (2001)
Switching costs	On the whole, I would spend a lot of time and money to switch from [service] Generally speaking, the costs in time, money, effort, and grief to switch from [service] would be high Overall, I would spend a lot and lose a lot if I switched from [service] Considering everything, the costs to stop doing business with [service] and start up with a new [service] would be high	Bansal et al. (2005)
Alternative attractiveness	All in all, competitors would be much more fair than [service] Overall, competitors’ policies would benefit me much more than [service] policies I would be much more satisfied with the services available from competitors than the service provided by my [service] In general, I would be much more satisfied with competitors than I am with [service] Overall, competitors would be better to do business with than [service]	Bansal et al. (2005)
Switching intention	I am considering switching from my current [service] The chance of my switching to another [service] is high I am determined to switch to another [service]	Kim et al. (2006)
Switching behavior	Did you switch your [service] in the past 2 months?	Bansal et al. (2005)

Scale	Items	Source
Dissatisfaction	How do you feel about your overall experience with [service]? Very satisfied/very dissatisfied Very pleased/very displeased Very contented/very frustrated Absolutely delighted/absolutely terrible	Bhattacherjee (2001)
Switching costs	On the whole, I would spend a lot of time and money to switch from [service] Generally speaking, the costs in time, money, effort, and grief to switch from [service] would be high Overall, I would spend a lot and lose a lot if I switched from [service] Considering everything, the costs to stop doing business with [service] and start up with a new [service] would be high	Bansal et al. (2005)
Alternative attractiveness	All in all, competitors would be much more fair than [service] Overall, competitors’ policies would benefit me much more than [service] policies I would be much more satisfied with the services available from competitors than the service provided by my [service] In general, I would be much more satisfied with competitors than I am with [service] Overall, competitors would be better to do business with than [service]	Bansal et al. (2005)
Switching intention	I am considering switching from my current [service] The chance of my switching to another [service] is high I am determined to switch to another [service]	Kim et al. (2006)
Switching behavior	Did you switch your [service] in the past 2 months?	Bansal et al. (2005)

Note(s): Dissatisfaction: 7-point semantic differential scale; the endpoints were reversed from the original to measure Dissatisfaction rather than Satisfaction, as is commonly done in PPM studies; Switching Costs, Alternative Attractiveness, Switching Intention: 7-point Likert scale ranging from strongly disagree to strongly agree; Switching Behavior: Yes/No; measured 2 months later than the other variables; [service] needs to be replaced depending on the research context

Source(s): Author’s own work

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