资源描述：
《从商业对商业服务环境，分析顾客价值，满意度，忠诚和转移成本。【外文翻译】》由会员上传分享，免费在线阅读，更多相关内容在学术论文-天天文库。
1、外文翻译原文CustomerValue,Satisfaction,Loyalty,andSwitchingCosts:AnIllustrationFromaBusiness-to-BusinessServiceContext.MaterialSource:www.chinajournal.net.cnAuthor:shunyinlamAlthoughresearchersandmanagerspayincreasingattentiontocustomervalue,satisfaction,loyalty,andswitchingcosts,notmuchi
2、sknownabouttheirinterrelationships.Priorresearchhasexaminedtherelationshipswithinsubsetsoftheseconstructs,mainlyinthebusiness-to-consumer(B2C)environment.Theauthorsextendpriorresearchbydevelopingaconceptualframeworklinkingalloftheseconstructsinabusiness-to-business(B2B)servicesettin
3、g.Onthebasisofthecognition-affect-behaviormodel,theauthorshypothesizethatcustomersatisfactionmediatestherelationshipbetweencustomervalueandcustomerloyalty,andthatcustomersatisfactionandloyaltyhavesignificantreciprocaleffectsoneachother.Furthermore,thepotentialinteractioneffectofsati
4、sfactionandswitchingcosts,andthequadraticeffectofsatisfaction,onloyaltyareexplored.TheauthorstestthehypothesesondataobtainedfromacourierserviceproviderinaB2Bcontext.Theresultssupportmostofthehypothesesand,inparticular,confirmthemediatingroleofcustomersatisfaction.Customerloyaltyhasa
5、powerfulimpactonfirms'performanceandisconsideredbymanycompaniesanimportantsourceofcompetitiveadvantage(Heskett,Sasser,andSchlesinger1997;Rust,Zeithaml,andLemon2000;Woodruff1997).Theconsequencesofenhancedcustomerloyaltyinservicefirmsareincreasedrevenue,reducedcustomeracquisitioncosts
6、,andlowercostsofservingrepeatpurchasers,leadingtogreaterprofitability(Reichheld1993;ReichheldandSasser1990).Customerloyaltyhasalsobeenshowntobeimportantintheonlineenvironment(Shankar,Smith,andRangaswamy2003).Indeed,customerloyaltyconstitutesanunderlyingobjectiveforstrategicmarketpla
7、nning(Kotler1997).Whilemuchresearchhasfocusedoncustomerloyaltyinbusiness-to-consumer(B2C)contexts,customerloyaltyisimportantinbusiness-to-business(B2B)contextsaswell.Inorganizationalbuyer-sellerrelationships,loyalbuyersaremorelikelytofocusonlong-termbenefitsandengageincooperativeact
8、ionsbeneficialtobot
