【正文】 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 petition that has characterised markets over the past 30 years has resulted in consumer satisfaction and related research constructs being 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。 Cronin and Taylor, 1992。 Zeithaml et al., 1996). Although numerous studies have made an effort to clarify, conceptualise, and measure these constructs in a businesstoconsumer environment, in a businesstobusiness (B2B) context there continues to be debate regarding: the identi?cation of the variables responsible for external effects。 Parasuraman et al., 1985, 1988。 de?ne the concept of industrial satisfaction and clarify its role within a B2B services framework。 to explore and identify a stable pattern of the dimensions of quality perceptions in an industrial context。 Rust and Oliver, 1994。 Woodruff and Gardial, 1996。 LaBarbera and Mazursky). Previous research has used various methods of satisfaction measurement. Objective measures of satisfaction have included the acquisition of data on variables such as market share and loyalty as indicators of client satisfaction (Oliver, 1980。 Kristensen et al., 1999。 Oliver, 1999。 Fournier and Yao, 1997). Speci?cally, the concept of loyalty in a B2B context is not clearly de?ned and there are numerous ways of de?ning and measuring this matter on a consumer market basis. Oliver (1999, p. 34) de?ned brand loyalty as follows: ... a deeply held mitment to rebuy or repatronize a preferred product/service consistently in the future, thereby causing repetitive same brand or same brandset purchasing, despite situational in?uences and marketing efforts havingthe potential to cause switching behavior. This de?nition emphasises the two principal aspects of brand loyalty that have been studied in previous studies: behavioural and attitudinal (Aaker, 1991。 Jacoby and Kyner, 1973。 Patterson and Spreng, 1997。 Cronin and Taylor, 1992。這項研究建立在服務(wù)營銷理論的近代成果 之上 ，并 評價了以特定行業(yè)為基礎(chǔ)的基本關(guān)系。這 一 成果提供了最有力 的 涉及有關(guān)忠誠的產(chǎn)業(yè)滿意的直接影響的證據(jù)。這些變量是現(xiàn)代營銷理論的核心，并作為營銷性能的首要評價標(biāo)準(zhǔn) (Babin and Grif?n, 1998； Walker, 1995； Jones and Suh, 2020)。然而，最近的研究結(jié)果表明，這種相關(guān)性不僅無意義而且被滿意度所取代 (Cronin and Taylor, 1992； Spreng and Singh, 1993； Cronin 等人 , 2020)。探索和確立一個 穩(wěn)定的關(guān)于在某種工業(yè)環(huán)境中的產(chǎn)業(yè)質(zhì)量感知維度的模型；并且通過經(jīng)驗 去測試這個假設(shè)和產(chǎn)業(yè)顧客滿意度的調(diào)解角色。 文獻綜述 服務(wù)質(zhì)量 在服務(wù)營銷文獻中，服務(wù)質(zhì)量的概念是一個受爭議的主題 (Brady 和 Cronin, 2020； Zeithaml, 2020； Zins, 2020； Rust 和 Oliver, 1994； Lapierre 等人 , 1996)。第三， 由 Rust 和 Oliver 等人提出，考慮服務(wù)質(zhì)量的總體感知 的時候，可以根據(jù)客戶服務(wù)接觸的三個方面進行評價：顧客和員工 的互動 ，服務(wù)環(huán)境和服務(wù)的結(jié)合）。 Woodruff 和 Gardial, 1996。當(dāng)考慮一個商業(yè) 客戶的滿意度時，評估那些 與商業(yè)提供商 采購中心 有關(guān) 的不同成分的滿意度是有必要的。如果表現(xiàn)超出預(yù)期，則產(chǎn)生滿意 (Churchill and Surprenant, 1982； Bearden and Tell, 1983； LaBarbera and Mazursky)。屬性取向程序利用諸如投訴數(shù)據(jù)， 間接地收集有關(guān)滿意度 信息 。整體滿意度可以被看作為移動的 且相 當(dāng)穩(wěn)定的平均線，類似于一個整體態(tài)度 (Parasuraman 等， 1994)。 為了使感知服務(wù)質(zhì)量概念化，奧利弗以質(zhì)量為基礎(chǔ) ， 而不是特性 為基礎(chǔ) ，通過維數(shù)來區(qū)分質(zhì)量和滿意度 – 無論他們是誘因還是屬性 (Bolton 和 Drew, 1991)。在作出這項聲明時，他們的觀點與 Dick 和 Basu (1994), Anderson 和 Fornell (1994), Iacobucci (1995), Sivadas 和 Baker Prewitt (2020), 和 OdekerkenSchroder 等人 (2020)保持一致。這就引出了以下假設(shè)的提出 : 假設(shè) 1：在 B2B 環(huán)境中，質(zhì)量認知對商業(yè) 滿意水平具有積極的影響。品牌忠誠的另一個重要 組成部分是已有的產(chǎn)品或服務(wù)的支持在溝通過程 中的表達 – 忠誠顧客積極的口頭宣傳將為競爭策略帶來更大的效益 (Arndt,