Triggers are factors that are seen to have a long-lasting ef

Triggers are factors that are seen to have a long-lasting effect on customer relationships (Roos 1999; Roos,Edvardsson,and Gustafsson 2004).As mentioned,there are three major types of triggers:situational triggers,or changes in a customer’s private situation that make one reevaluate his or her existing relationship with a service provider (i.e.,a customer becomes more sensitive in his or her evaluation); reactional triggers,which reflect cus­tomers’ increased inclinations to switch to a competitor after experiencing critical incidents; and influential trig­gers,which can be seen in the behavior of frequent switch­ers,the paradox being that their arguments are confusing.