Figure 3
The framework shows three ovals arranged vertically and labeled from top to bottom as follows: “Dissatisfaction”, “Switching Costs”, and “Alternative Attractiveness”. From “Dissatisfaction”, a right-pointing arrow labeled “H 1” points to an oval labeled “Switching Intention”. From “Switching Costs”, a right-pointing arrow labeled “H 2” points to an oval labeled “Switching Intention”. From “Alternative Attractiveness”, a right-pointing arrow labeled “H 3” points to an oval labeled “Switching Intention”. From “Switching Intention”, a right-pointing arrow labeled “H 4” points to an oval labeled “Switching Behavior”. At the top left, a text box titled “Moderators” is shown with the following description: “Provider versus technology switch (H 5) Monetary versus non-monetary switching costs (H 6) Contractual versus non-contractual relation (H 7) Control moderators”. From “Moderators”, three dashed arrows extend downward and point to the “H 1”, “H 2”, and “H 3” arrows.Conceptual framework