Constructs/dimensions

Operational definitions

Items

Switching cost

Procedural switching cost

Risk cost

Consumers’ cost to worry about the uncontrollable and possible costs after switching the company of mobile phone communication service.

A1. I worry that the service provided by other communication service company might not match my expectation.

A2. I worry that there can be potential cost or expense after switching to new company of communication service.

A3. I worry that there can be unexpected trouble after switching to new communication service company.

Evaluation cost

Consumers’ cost to understand and compare the companies of mobile phone communication service.

B1. I do not have sufficient time to understand the information of other communication service companies.

B2. I must spend plenty of time or efforts to evaluate other communication service companies.

B3. It is difficult to compare current company with others.

Learning cost

Consumers’ cost to learn and adapt to the services provided by new company of mobile phone communication service.

C1. It takes efforts to adapt the services provided by a communication service company.

C2. After the switching, it still takes time and efforts to learn the service of new communication service company.

C3. It is easy to learn the services of other communication service companies (reverse item).

Setup cost

Consumers’ cost of first use of services provided by new company of mobile phone communication service.

D1. It will spend plenty of time and efforts to use the service of new communication service company at the beginning.

D2. It takes time to construct the relationship with new communication service company.

D3. It requires complicated steps to switch to other communication service companies.

Financial switching cost

Benefit loss cost

Consumers lose the original benefits after switching to new company of mobile phone communication service.

E1. If I switch to other communication service company, I will lose the accumulated benefits in current communication service company.

E2. If I switch to other communication service company, my efforts accumulated will be in vain.

E3. If I switch to other communication service company, I will lose the benefits as a long-term user.

Monetary loss cost

Consumers’ payment before experiencing the services provided by current company of mobile phone communication service.

F1. I think I will lose some money by switching to other companies before the due of the contract.

F2. I must lose some money in order to switch to other communication service companies.

F3. I think I will not lose a lot by switching to other communication service companies before the due of the contract (reverse item).

Relational switching cost

Personal relationship loss cost

Consumers lose the benefits upon the interpersonal relationship in current company of mobile phone communication service.

G1. If I switch to other communication service company, I will miss the original service personnel.

G2. The service personnel of current communication service company are more comfortable for me than those in other communication service companies.

G3. I enjoy talking or chatting with current service personnel.