房屋翻修中的服务管理一种理论方法外文翻译-大学论文.docVIP

本科毕业设计（论文）

外文翻译

原文：

Servicemanagementinhousingrefurbishment:atheoreticalapproach.

Itisgenerallyacknowledgedthatcustomersatisfactionisessentialforsustainablesuccessinbusinessrelations.Inspiteofthisobservation,manyhousingrefurbishmentprojectshavebeenundertakenwithdeficienciesinultimatecustomerorientation.Landlordsandconstructioncompaniesoccasionallyconductquestionnairesurveysregardingdwellersatisfaction.Nevertheless,surveyinformationisseldomusedformajorimprovementsoftherefurbishmentprocess.

Intraditionalconstructionmanagementstudiesofhousingrefurbishmentlittleattentionhasbeenfocusedonthecustomerrelationship.Onlyrecentlyhaveprinciplesofservicemanagementbeenappliedtohousingrefurbishmentprojectsinconstructionresearch(Ahonen,1993;HolmandBrochner,1999).

Asasharpcontrasttothisscarcityofinvestigationsconcerningcustomerorientationinthefieldofrefurbishment,arapidlygrowingnumberofstudiesofcustomersatisfactionandservicequalityintheserviceindustrieshavebeenpublishedoverthelastfewyears,showingthecorrelationbetweencustomersatisfaction,orservicequality,andeconomicreturns.

Servicetheories

Theoriesofservicemanagementare,withfewexceptions,dominatedbytheissuesofcustomersatisfactionandservicequality.

Theneedforcustomersatisfaction

Ifweconsiderthewholebodyofresearchinthefieldofservicemanagement,itisafundamentalandrecurringobservationthathighcustomersatisfactionleadstosuperioreconomicreturns.Thiscanbeexplainedbykeyconceptssuchascustomerloyaltyandapositivereputationforthefirm.

Thelinkbetweencustomersatisfactionorapositiveperceptionofservicequalityandincreasedloyalty,inserviceindustries,hasstrongempiricalsupport.Strongcorrelationbetweenoverallpatientsatisfactionandbehaviouralintentionstoreturntothesameserviceprovider(hospita