外文翻译--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.docVIP

外文原文： The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study This papers purpose is to illustrate the relationship of profitability to inter- mediate, customer-related outcomes that managers can influence directly. It is predominantly a general management discussion, consistent with the Nordic Schools view that services are highly interdisciplinary, requiring a service management approach (see Gr?nroos, 1984, 1991). Its findings support the theory that customer satisfaction is related to customer loyalty, which in turn is related to profitability (Heskett et al., 1994, and discussed in Storbacka et al., 1994). While this theory has been advocated for service firms as a class, this paper presents an empirical analysis of one retail bank, limiting the findings generalizability. The service profit chain (Heskett et al., 1994) hypothesizes that: Customer satisfaction -- customer loyalty -- profitability. The research presented here, while unable to demonstrate causality because of its reliance on OLS regression of cross-sectional data, does illustrate that customer satisfaction, customer loyalty, and profitability are related to one another. Thus: Customer satisfaction -- customer loyalty -- profitability. To this end, this research examined two hypotheses: H1: Customer satisfaction is related to customer loyalty. H2: Customer loyalty is related to profitability. This research intentionally focuses at a relatively high level of abstraction in an effort to contribute to the growing body of theoretical and empirical knowledge on the relationships among customer satisfaction, customer loyalty, and profitability (see Heskett et al., 1994; Nelson et al., 1992; Rust and Zahorik, 1991; Storbacka et al., 1994, among others). Such research is called for in a paper authored by Storbacka et al. (1994) published in this journal. Relevant literature The literature pertaining to relationships among customer satisfaction, cust