外文翻译--在B2B市场中服务质量和市场营销的性能：探索客户满意度的媒介作用.docVIP

外文原文 Service quality and marketing performance in business-to-business markets: exploring the mediating role of client satisfaction Keywords Service quality assurance, Product quality, Information systems, Business-to-business marketing, Customer loyalty, Customer satisfaction Abstract Drawing on relevant literature, the authors empirically test a model of business loyalty in a sample of 234 clients of information systems suppliers, integrating the concepts of service quality, satisfaction, and loyalty. The study builds on recent advances in services marketing theory and assesses the relationships underlying the identi?ed constructs in the speci?c industry. A clear pattern of service quality dimensions is established following the Gronroos conceptualisation. Several important ?ndings are reported, including the empirical veri?cation of the mediating role of industrial satisfaction in the formation of loyalty attributes. Industrial satisfaction fully mediates the relationship between accessibility and loyalty and partially mediates latent construct’s relationship with technical assistance and delivery service. The results provide robust evidence concerning the direct effect of industrial satisfaction on loyalty，accessibility, delivery, and product reliability as antecedents of industrial satisfaction. Introduction The advent of relationship marketing and the increased competition that has characterised markets over the past 30 years has resulted in consumer satisfaction and related research constructs becoming central topics in the services literature. Particular attention has been given to the conceptualisation and measurement of the variables of quality and satisfaction. These variables are central to modern marketing theory and practice as principal indicators of marketing performance (Babin and Grif?n, 1998; Walker, 1995; Jones and Suh, 2000). The importance of studying and understanding these two related variables can be illustrated by their relation with behavi