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1、畢業(yè)論文(設(shè)計(jì))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
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