The Service Provider Switching Model (SPSM)
基于Keaveney的研究，结合营销和心理学文献，构建了服务提供商转换模型，并用加拿大金融机构抵押贷款客户数据进行了实证检验，测量了转换行为的因素和意图。
Building on Keaveney’s work and using related studies from the disciplines of marketing and psychology, a model of service provider switching was developed. It was empirically examined using structural equation modeling with data from customers of mortgage services of various Canadian financial institutions. Factors deemed responsible for switching behavior, along with switching intentions, were measured from mortgage customers. Self-reports of their actual behavior were also collected via telephone.