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In the research literature trigger is used in several different meanings and ways. The application in relationship marketing has traditionally been connected to critical incidents with implication for relationships between customers and service providers. The behavioural consequences of triggers have accordingly had a limited and narrow association with relationships. In this article we include triggers in a switching-intention model that gives not only the connection between trigger and critical incidents, but includes also the context to the behavioural consequences of triggers. The model reflects a dynamic switching path that describes on ongoing process of customer sensitiveness for switching. In other words, the trigger divides the customers due to their sensitivity for switching into customer groups indicating differing levels regarding the strength of their relationship with a certain service provider.IntroductionIn a longer time perspective as in the relationship view customers seem to fluctuate in their evaluation of their service providers. The fluctuation may be considered as changes in their perceptions of the service providers. The reasons for the changes differ regarding factors that are important for the relationship continuation. The changed perceptions again are likely to influence the stability of the relationships regardless of the seemingly existing maintenance of the relationship. Therefore, the real state of the relationship temperature regarding true stability and thus the reasons and motivation for the change becomes essential. Recent marketing literature suggests that a discrimination of switching customers from continuers deepens the understanding concerning the matter of fluctuating perceptions in customer relationships (Ganesh et al. 2000; Keaveney and Parhasarathy 2001). The authors of those articles imply further that the effect of customer relationships history on future customer perceptions of relationships is possible to discern by d

In the present study a survey was performed in order to investigate if the use of heuristics in decision-making has an influence on the impulse buying tendency. Another aim of the study was to see if there were any age differences with regard to the use of heuristics and the impulse buying tendency. The study was conducted with students from Göteborg University and Karlstad University in Sweden (n = 69), with different educational backgrounds. Participants filled out a booklet of questions divided in two parts. One part measured impulse buying tendencies, and the second part measured the use of heuristics in decision-making. One hypothesis was that impulse buyers would use heuristics to a higher degree than planned buyers. It was also hypothesized that young participants would be more impulsive buyers because they use heuristics more than older participants. The results gave no support to the hypothesis that impulse buyers would use heuristics to a higher degree than planned buyers. Support for the second hypothesis was received as 20-24 year old high achievers on the heuristics test were found to be significantly more impulsive buyers than low achievers in the same age group.

I denna artikel har vi beskrivit den situation som offentlig tjänsteverksamhet befinner sig i med stora utmaningar och krav på förändring. Det handlar om att få ut mer av insatta resurser, att skapa mervärden genom en bättre totalkvalitet i relation till kostanden. För att hantera dessa förändringar har vi lyft fram tjänsteutveckling som det strategiskt viktigaste området. Området är nästan helt outvecklat inom offentlig sektor. Vi hävdar att offentliga verksamheter kan och skall jämföra sig med och lära av det som finns om tjänsteutveckling inom näringslivet och den akademiska forskningen. Vi har beskrivit tjänstelogiken och ett antal framgångsfaktorer i utvecklingen av nya tjänster. Vi har redo-visat resultat från en världsomspännande studie kring tjänsteutveckling med tyngdpunkt på telekombaserade tjänster