Suppliers' willingness of customization, effective communication, and trust: A study of switching cost antecedents

Yu Xiang Yen, Edward Shih Tse Wang, Der Juinn Horng

Research output: Contribution to journalArticlepeer-review

31 Scopus citations

Abstract

Purpose: This study seeks to extend current research by testing a framework for understanding the impact of perceived suppliers' willingness for customization, effective communication, and trust regarding perceived switching costs. Design/methodology/approach: Research data were collected from electronics firms in Taiwan; 281 questionnaires were collected. Structural equation model (SEM) analysis was applied to the data. Findings: The study suggests that perceived trust contributes to perceived switching costs. The perceived willingness of a supplier to customize for a buyer can indirectly impact on perceived switching costs by way of perceived trust toward the supplier. Furthermore, analysis of the direct and indirect effects reveals that effective communication plays a dominant role and has a significant influence on trust and perceived switching costs. Originality/value: While recent research increasingly examines customer switching costs in terms of antecedents, this study provides greater insight into switching costs from the trust-forming perspective to ensure customer retention.

Original languageEnglish
Pages (from-to)250-259
Number of pages10
JournalJournal of Business and Industrial Marketing
Volume26
Issue number4
DOIs
StatePublished - Apr 2011

Keywords

  • Customization
  • Electronics industry
  • Taiwan
  • Trust

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