在台湾通过服务质量暗示提高饭店消费者价值外文翻译.doc

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：Increasing hotel customer value through service quality cues in Taiwan 原文: This study analyses how service quality cues and customer value are related. Athanassopoulos (2000) stated that features of service quality may affect perceptions of value. However, to our knowledge, no work has yet identified whether service quality dimensions and customer value are related. For instance, functional value may be affected by service reliability and assurance cues of service if managers improve the specialisation of employees (reliability) and the detail of account information (assurance). Correspondingly, this study explores how hotel service quality cues and the customer value of Taiwanese consumers are related. In the current competitive environment, providing value-added products and services is essential to the survival of service organisations, since value is considered to guide the retention decisions of customers (Gassenheimer, Houston, & Davis, 1998). Correspondingly, Athanassopoulos (2000) identified customer value as a function of consumer perceptions of service quality. Service quality type influences customer perceptions of value. For instance, empathy of service quality influences consumer emotional value. The ability of managers to identify unique critical cues (e.g., tangible service quality) which consumers use to assess the social value of a product or service would enable them to optimise their investments in either intrinsic cue (tangible service quality improvements) based on their relative importance to the consumers. Service managers require a comprehensive framework of causal relationships linking service quality and customer value. If lacking comprehensive information on product or service attributes, purchasers make choices based on the available information cues (Dodds, Monroe, & Grewal, 1991). Nisbett and Ross (1980) asserted that every individual is an active interpreter making educated guess