外文翻譯---影響顧客忠誠度：不同的因素對(duì)不同水平的顧客忠誠度有影響嗎-免費(fèi)閱讀
【正文】 這意味著親密關(guān)系是重要關(guān)系的一個(gè)決定因素。 Weiss（ 2020）指出三個(gè)方面可能會(huì)增加關(guān)系的重要性： ?戰(zhàn)略意義的產(chǎn)品 。 Spekman（ 1988）指出信任是戰(zhàn)略協(xié)作伙伴關(guān)系的基石。 其次，根據(jù)社會(huì)認(rèn)同理論，人們往往會(huì)把自己分成不同的社會(huì)類別。 品牌或者供應(yīng)商的形象是最復(fù)雜的因素之一，起碼從兩方面影響忠誠度。在 ACSI模型中， 顧客 滿意度有三個(gè)要因：品質(zhì)認(rèn)知度，價(jià)值認(rèn)知度和 顧客 期望。 基于上述理論文獻(xiàn)，下圖是對(duì)電信供應(yīng)商中 顧客 忠誠度的市場(chǎng)細(xì)分（請(qǐng)參見圖 1） ： ?堅(jiān)定和 情感性忠誠的顧客 ——使用提供商提供的服務(wù)宣稱在以后與該供應(yīng)商合作并向 別人推薦此供應(yīng)商。 Wernerfelt提出了 ―新品牌忠誠度 ‖，在這里，品牌公用事業(yè)對(duì)于品牌的選擇有著積極的影響（ Wernerfelt 1991:231）。nholdt等人 2020）。這種關(guān)系對(duì)于那些做出最大努力來維護(hù)它的人們來說很重要（ Morgan等人 1995； Reichheld 2020； Moorman等人 1992）。直到推出品牌忠誠度的二維概念，既規(guī)定忠誠度的評(píng)估需包括行為和態(tài)度這兩方面。相反，公司靠與 顧客 的長(zhǎng)期合作關(guān)系取得成功。 Gummeson 1998。 ? Disloyal reducers – customers who have reduced or will reduce the percentage of the provider’s services in their usage。 Reichheld 2020: 9。 McConnell 1968:14。 Wernerfelt 1991: 231). These approaches looked at brand loyalty in terms of outes (repeat purchase behavior) rather than reasons, until Day (1969) introduced the twodimensional concept of brand loyalty, which stated that loyalty should be evaluated with both behavioral and attitudinal criteria. Contemporary researches consider and accent the psychological (mostly attitudinal and emotional) factor of loyalty (Jacoby et al. 1973:2。 Moorman et al. 1992: 316) Highly bonded customers will buy repeatedly from a provider to which they are bonded, remend that provider to others, and strongly defend these choices to others – insisting that they have chosen the ―best‖ product or service. (Butz et al. 1996: 65) Behaviorally loyal customers could be divided to subsegments by the reason of acting: ? Forced to be loyal, ? Loyal due to inertia or ? Functionally loyal. Customers are forced to be loyal when they have to be clients even if they do not want to. Customers may be forced to consume certain products or products/services offered by certain vendor . when the pany acts as a monopoly or the poor financial status of the customer is limiting his selection of goods. Gr246。 ? Leavers – customers who declare, that they will certainly leave this provider. Factors affecting customer loyalty The impact of satisfaction on loyalty has been the most popular subject of studies. Several studies have revealed that there exists a direct connection between satisfaction and loyalty: satisfied customers bee loyal and dissatisfied customers move to another vendor. (Heskett et al. 1993: 165–167) The primary objective of creating ACSI (American Customer Satisfaction Index) in 1984 was to explain the development of customer loyalty. In ACSI model customer satisfaction has three antecedents: perceived quality, perceived value and customer expectations. (Anderson et al. 2020: 873) In the ECSI (European Customer Satisfaction Index) model perceived quality is divided into two elements: ―hard ware‖, which consists of the quality of the product or service attributes, and ―human ware‖, which represents the associated customer interactive elements in service, . the personal behaviour and atmosphere of the service environment. (Gr246。 Hofmeyr et al. 2020). Marriage is one of the most personal and important relationships. That means that intimacy is one determinant for importance of relationship. Levitt (1983: 89) has considered a role of salesman in making relationship more personal. Summarising the discussion above following figure 2 is presenting the major groups of factors affecting customer loyalty. Figure 2. Factors affecting loyalty. 出處： Andres customer loyalty[D].Tartu: Tartu University Press,2020, . 二、翻譯文章 標(biāo)題： 影響顧客忠誠度：不同的因素對(duì)不同水平的顧客忠誠度有影響 嗎 ？ 譯文： 摘要 本文研究各種因素對(duì) 顧客 忠誠度的影響。根據(jù)以往的研究，它可以投入比現(xiàn)有多達(dá) 6倍的資金贏得新 顧客 （ Rosenberg等人 1984
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