电子商务B2B市场营销中英文对照外文翻译文献.docx

电子商务B2B市场营销中英文对照外文翻译文献.docx

《电子商务B2B市场营销中英文对照外文翻译文献.docx》由会员分享，可在线阅读，更多相关《电子商务B2B市场营销中英文对照外文翻译文献.docx（7页珍藏版）》请在冰豆网上搜索。

电子商务B2B市场营销中英文对照外文翻译文献

中英文对照外文翻译

（文档含英文原文和中文翻译）

原文：

Servicequalityandmarketingperformanceinbusiness-to-businessmarkets:

exploringthemediatingroleofclientsatisfaction

Keywords

Servicequalityassurance,Productquality,Informationsystems,

Business-to-businessmarketing,Customerloyalty,Customersatisfaction

Abstract

Drawingonrelevantliterature,theauthorsempiricallytestamodelofbusinessloyaltyinasampleof234clientsofinformationsystemssuppliers,integratingtheconceptsofservicequality,satisfaction,andloyalty.Thestudybuildsonrecentadvancesinservicesmarketingtheoryandassessestherelationshipsunderlyingtheidenti?

edconstructsinthespeci?

cindustry.AclearpatternofservicequalitydimensionsisestablishedfollowingtheGronroosconceptualisation.Severalimportant?

ndingsarereported,includingtheempiricalveri?

cationofthemediatingroleofindustrialsatisfactionintheformationofloyaltyattributes.Industrialsatisfactionfullymediatestherelationshipbetweenaccessibilityandloyaltyandpartiallymediateslatentconstruct’srelationshipwithtechnicalassistanceanddeliveryservice.Theresultsproviderobustevidenceconcerningthedirecteffectofindustrialsatisfactiononloyalty,accessibility,delivery,andproductreliabilityasantecedentsofindustrialsatisfaction.

Introduction

Theadventofrelationshipmarketingandtheincreasedcompetitionthathascharacterisedmarketsoverthepast30yearshasresultedinconsumersatisfactionandrelatedresearchconstructsbecomingcentraltopicsintheservicesliterature.Particularattentionhasbeengiventotheconceptualisationandmeasurementofthevariablesofqualityandsatisfaction.ThesevariablesarecentraltomodernmarketingtheoryandpracticeasprincipalindicatorsofmarketingperformanceBabinandGrif?

n,1998;Walker,1995;JonesandSuh,2000.TheimportanceofstudyingandunderstandingthesetworelatedvariablescanbeillustratedbytheirrelationwithbehaviouralintentionsandloyaltyNewmanandWerbel,1973;LaBarberaandMazursky,1983;CroninandTaylor,1992;Rustetal.,1995;Singh,1990;TaylorandBaker,1994;Zeithamletal.,1996.

Althoughnumerousstudieshavemadeanefforttoclarify,conceptualise,andmeasuretheseconstructsinabusiness-to-consumerenvironment,inabusiness-to-businessB2Bcontexttherecontinuestobedebateregarding:

theidenti?

cationofthevariablesresponsibleforexternaleffects;theformand/orstrengthoftherelationshipsbetweenthem;andthepresenceofinteractionormediationaleffectsbetweenthem.ThereisalargebodyofcontradictoryempiricalevidenceSchellhaseetal.,1999;Parasuraman,1998.Inassessingtheeffectsofperceivedquality,manyresearchershavesuggesteditspositivein?

uenceonloyaltyCarman,1990;Parasuramanetal.,1985,1988;Bouldingetal.,1993.However,recent?

ndingsdemonstratethatthiscorrelationiseithernotsigni?

cantormediatedbysatisfactionCroninandTaylor,1992;SprengandSingh,1993;Croninetal.,2000ThepaucityofresearchassessingqualityandsatisfactioninB2Bmarketshascreatedaneedforconceptualandempiricalresearchto:

establishapatternofdimensionsthatformulatethequalityperceptionsofindustrialbuyers;de?

netheconceptofindustrialsatisfactionandclarifyitsrolewithinaB2Bservicesframework;establishtheoreticalandempiricallinksbetweenthesetwoconstructsintermsofindustrialbehaviouralintentionsandloyaltylevels;andidentifyanappropriatemethodofmeasuringtheconstructsinvolvedOneofthemainobjectivesofthepresentresearchwastoclarifythecontradictoryevidencewithrespecttotherelationshipsamongtheconceptsofservicequality,industrialsatisfaction,andloyalty,andtoprovideevidenceofthemediatingroleofindustrialsatisfactionInparticular,thepurposesofthepresentstudywere:

todevelopavalidatedinstrumentofloyaltymeasurementusingthekeyconstructsofqualityperceptionsandindustrialsatisfaction;tocreatethetheoreticalbasisuponwhichhypothesescanbeformulatedconcerningthevariablesofperceivedquality,industrialsatisfaction,andloyalty;toexploreandidentifyastablepatternofthedimensionsofqualityperceptionsinanindustrialcontext;andtotestthehypothesesandthemediatingroleofindustrialcustomersatisfactionempiricallyThepresentpaperbeginswithanexaminationoftheliteraturepertainingtoeachoftheconceptsinvolvedandthepresentationofthestudy’sconceptualframework.Themethodologyemployedinthisresearchisthenexplainedandthestudyresultsarepresentedanddiscussed.Finally,conclusionsandmanagerialimplicationsofthestudyareprovidedandasetoffutureresearchdirectionsisexamined,asarethelimitationsofthisstudy.

Literaturereview

Servicequality

Intheservicesm