客戶之間的關系滿意,顧客忠誠度,和盈利能力的辦法進行實證研究[外文翻譯]

1、畢業(yè)論文（設計）外文翻譯（參考格式）Therelationshipsofcustomersatisfactioncustomerloyaltyprofitability:anempiricalstudyThispaperspurposeistoillustratetherelationshipofprofitabilitytointermediatecustomerrelatedoutcomesthatmanagerscaninflue

2、ncedirectly.ItispredominantlyageneralmanagementdiscussionconsistentwiththeNdicSchoolsviewthatservicesarehighlyinterdisciplinaryrequiringa“servicemanagement“approach(seeGrnroos19841991).Itsfindingssupptthetheythatcustomer

3、satisfactionisrelatedtocustomerloyaltywhichinturnisrelatedtoprofitability(Heskettetal.1994discussedinStbackaetal.1994).Whilethistheyhasbeenadvocatedfservicefirmsasaclassthispaperpresentsanempiricalanalysisofoneretailbank

4、limitingthefindingsgeneralizability.Theserviceprofitchain(Heskettetal.1994)hypothesizesthat:Customersatisfactioncustomerloyaltyprofitability.Theresearchpresentedherewhileunabletodemonstratecausalitybecauseofitsrelianceon

5、OLSregressionofcrosssectionaldatadoesillustratethatcustomersatisfactioncustomerloyaltyprofitabilityarerelatedtooneanother.Thus:Customersatisfactioncustomerloyaltyprofitability.Tothisendthisresearchexaminedtwohypotheses:H

6、1:Customersatisfactionisrelatedtocustomerloyalty.H2:Customerloyaltyisrelatedtoprofitability.Thisresearchintentionallyfocusesatarelativelyhighlevelofabstractioninaneffttocontributetothegrowingbodyoftheeticalempiricalknowl

7、edgeontherelationshipsamongcustomersatisfactioncustomerloyaltyprofitability(seeHeskettetal.1994Nelsonetal.1992RustZahik1991Stbackaetal.1994amongothers).SuchresearchiscalledfinapaperauthedbyStbackaetal.(1994)publishedinth

8、isjournal.RelevantliteratureTheliteraturepertainingtorelationshipsamongcustomersatisfactioncustomerThemarketingliteraturesuggeststhatcustomerloyaltycanbedefinedintwodistinctways(JacobyKyner1973).Thefirstdefinesloyaltyasa

9、nattitude.Differentfeelingscreateanindividualsoverallattachmenttoaproductserviceganization(seeFnier1994).Thesefeelingsdefinetheindividuals(purelycognitive)degreeofloyalty.Theseconddefinitionofloyaltyisbehavioural.Example

10、sofloyaltybehaviourincludecontinuingtopurchaseservicesfromthesamesupplierincreasingthescalescopeofarelationshiptheactofrecommendation(Yi1990).Thebehaviouralviewofloyaltyissimilartoloyaltyasdefinedintheservicemanagementli

11、terature.Thisstudyexaminesbehaviouralratherthanattitudinalloyalty(suchasintenttorepurchase).Thisapproachisintendedfirsttoincludebehaviouralloyaltyintheconceptualizationofcustomerloyaltythathasbeenlinkedtocustomersatisfac

12、tionsecondtomakethedemonstratedsatisfactionloyaltyrelationshipimmediatelyaccessibletomanagersinterestedincustomerbehaviourslinkedtofirmperfmance.Boththeservicemanagementthemarketingliteraturessuggestthatthereisastrongthe

13、eticalunderpinningfanempiricalexplationofthelinkagesamongcustomersatisfactioncustomerloyaltyprofitability.Therelativelysmallquantityofempiricalresearchperfmedontheserelationshipstodate(Stbackaetal.1994)isprobablytheresul

14、tofthepaucityofganizationsmeasuring“soft“issuessuchascustomersatisfactioncustomerloyaltyinmeaningfulways.ThedatasetCustomersatisfactiondatawerecollectedfrom12000retailbankingcustomersat59divisions(geographicbusinessunits

15、composedofmultiplebranches).Thesamplewasdrawnfromdivisionsrepresenting73percentofallhouseholdsservedbythebank[2].Alldivisionsexaminedhadbeenpartofthebankfatleastoneyear.Allsurveydatawereaggregatedatthedivisionlevel.Theus