客户之间的关系满意,顾客忠诚度,和盈利能力的办法进行实证研究[外文翻译]

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1、毕业论文（设计）外文翻译（参考格式）Therelationshipsofcustomersatisfaction,customerloyalty,andprofitability:anempiricalstudyThispaper'spurposeistoillustratetherelationshipofprofitabilitytointer-mediate,customer-relatedoutcomesthatmanagerscaninfluencedirectly.Itispredominantlyageneralmanagementdiscuss

2、ion,consistentwiththeNordicSchool'sviewthatservicesarehighlyinterdisciplinary,requiringa"servicemanagement"approach(seeGrönroos,1984,1991).Itsfindingssupportthetheorythatcustomersatisfactionisrelatedtocustomerloyalty,whichinturnisrelatedtoprofitability(Heskettetal.,1994,anddiscussed

3、inStorbackaetal.,1994).Whilethistheoryhasbeenadvocatedforservicefirmsasaclass,thispaperpresentsanempiricalanalysisofoneretailbank,limitingthefindings'generalizability.Theserviceprofitchain(Heskettetal.,1994)hypothesizesthat:Customersatisfaction-->customerloyalty-->profitability.Ther

4、esearchpresentedhere,whileunabletodemonstratecausalitybecauseofitsrelianceonOLSregressionofcross-sectionaldata,doesillustratethatcustomersatisfaction,customerloyalty,andprofitabilityarerelatedtooneanother.Thus:Customersatisfaction<-->customerloyalty<-->profitability.Tothisend,thisre

5、searchexaminedtwohypotheses:H1:Customersatisfactionisrelatedtocustomerloyalty.H2:Customerloyaltyisrelatedtoprofitability.Thisresearchintentionallyfocusesatarelativelyhighlevelofabstractioninanefforttocontributetothegrowingbodyoftheoreticalandempiricalknowledgeontherelationshipsamong

6、customersatisfaction,customerloyalty,andprofitability(seeHeskettetal.,1994;Nelsonetal.,1992;RustandZahorik,1991;Storbackaetal.,1994,amongothers).SuchresearchiscalledforinapaperauthoredbyStorbackaetal.(1994)publishedinthisjournal.RelevantliteratureTheliteraturepertainingtorelationshi

7、psamongcustomersatisfaction,customerloyalty,andprofitabilitycanbedividedintotwogroups.Thefirst,servicemanagementliterature,proposesthatcustomersatisfactioninfluencescustomerloyalty,whichinturnaffectsprofitability.ProponentsofthistheoryincluderesearcherssuchasAndersonandFornell(1994)

8、;Gummesson(1993);He