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1、毕业论文（设计）外文翻译题 目： 饭店服务质量与消费者购后行为关系研究 一、外文原文标题：IncreasinghotelcustomervaluethroughservicequalitycuesinTaiwan原文:Thisstudyanalyseshowservicequalitycuesandcustomervaluearerelated.Athanassopoulos(2000)statedthatfeaturesofservicequalitymayaffectperceptionsofvalue.However,toourknowledge,nowo
2、rkhasyetidentifiedwhetherservicequalitydimensionsandcustomervaluearerelated.Forinstance,functionalvaluemaybeaffectedbyservicereliabilityandassurancecuesofserviceifmanagersimprovethespecialisationofemployees(reliability)andthedetailofaccountinformation(assurance).Correspondingly,thisstud
3、yexploreshowhotelservicequalitycuesandthecustomervalueofTaiwaneseconsumersarerelated.Inthecurrentcompetitiveenvironment,providingvalue-addedproductsandservicesisessentialtothesurvivalofserviceorganisations,sincevalueisconsideredtoguidetheretentiondecisionsofcustomers(Gassenheimer,Housto
4、n,&Davis,1998).Correspondingly,Athanassopoulos(2000)identifiedcustomervalueasafunctionofconsumerperceptionsofservicequality.Servicequalitytypeinfluencescustomerperceptionsofvalue.Forinstance,empathyofservicequalityinfluencesconsumeremotionalvalue.Theabilityofmanagerstoidentifyuniquecrit
5、icalcues(e.g.,tangibleservicequality)whichconsumersusetoassessthesocialvalueofaproductorservicewouldenablethemtooptimisetheirinvestmentsineitherintrinsiccue(tangibleservicequalityimprovements)basedontheirrelativeimportancetotheconsumers.Servicemanagersrequireacomprehensiveframeworkofcau
6、salrelationshipslinkingservicequalityandcustomervalue.Iflackingcomprehensiveinformationonproductorserviceattributes,purchasersmakechoicesbasedontheavailableinformationcues(Dodds,Monroe,&Grewal,1991).NisbettandRoss(1980)assertedthateveryindividualisanactiveinterpretermakingeducatedguesse
7、saboutevents,whichcannotbeinterpreteddirectly,anddrawinginferencesregardingassociationsandcausalrelations.Servicequalityisconsideredtobedeterminedbyanystimuliconveyingrelevantinformation.Steenkamp(1991)foundthattangiblecues(suchaspersonnelappearance,physicalfacilities)andintang
