【正文】 Gustafson, 2000). Overall, however, our results are quite promising. The pure price construct functioned as anticipated with respect to both satisfaction and loyalty. Cumulative satisfaction was found to update corporate image, which in turn impacts customer loyalty. Cumulative satisfaction is also an antecedent to relational mitment, which in turn has a relatively large impact on customer loyalty. As a result, the new NCSB model explains significantly more variance in loyalty than other national index models and can serve as a basis for future national index models. One potential limitation of our study is that it was based on data from a small economy. However, Norway is known to have a very open and petitive economy making it a good context to test the proposed model. But going forward, it will be important to test the new model in a wider range of both industries and countries. 11 / 11。s consumption experiences (satisfaction) should have some influence on their perceptions of corporate image. The model is successful at isolating the corporate image construct, and the construct behaves as expected. Satisfaction has a consistently large effect on corporate image in each industry (ranging from for trains to for banks). This reflects the contribution that consumption experiences have on corporate image as well as the consistency between a customer39。s ability to explain variation in loyalty vis224。 Johnson, 1999). In contrast, while satisfaction should influence the economics of switching, customers may be held economically hostage to particular service providers or locations even when satisfaction is low (Jones amp。 Andreassen amp。s largest industries. The American Customer Satisfaction Index (ACSI) was introduced in the fall of 1994 and reports results for approximately 200 panies from 34 industries (Fornell, 1996). The Norwegian Customer Satisfaction Barometer (Andreassen amp。s (1988) general framework for understanding economic “well being”. This framework views economic well being as one ponent of an individual39。 Bryant, 1996) and Norway (Andreessen amp。展望未來(lái)，這對(duì)考驗(yàn)新模型能否在更廣泛的工業(yè)產(chǎn)業(yè)和國(guó)家實(shí)施來(lái)說(shuō)是很重要的。但是。NCSB新模型在解釋顧客滿意度和顧客忠誠(chéng)度上較其他國(guó)內(nèi)指數(shù)模型更加顯著，并且能作為未來(lái)全國(guó)性指數(shù)模型的基礎(chǔ)來(lái)服務(wù)大眾。但是，從總體上看，我們的成績(jī)是很可觀的。我們的建議是，要么運(yùn)用國(guó)內(nèi)整體產(chǎn)品型號(hào)和/或服務(wù)質(zhì)量建構(gòu)（如用在ACSI、ECSI的型號(hào)），要么增加工業(yè)公司或者特定公司的滿意（Johnson amp。然而，我們的結(jié)果顯示這樣的測(cè)評(píng)標(biāo)準(zhǔn)還有問(wèn)題，比如有系統(tǒng)模式問(wèn)題、有具體模型構(gòu)建問(wèn)題。顧客對(duì)于所要訂購(gòu)產(chǎn)品或服務(wù)的質(zhì)量如何取決于細(xì)節(jié)層次的研究與一般性預(yù)期。相比之下，ACSI模型利用了總體素質(zhì)框架，而ECSI模型運(yùn)用了整體服務(wù)和區(qū)分整體服務(wù)的產(chǎn)品質(zhì)量框架。調(diào)查結(jié)果也符合博爾頓（1999）的看法，他認(rèn)為，修復(fù)服務(wù)中的不足對(duì)餐飲和旅館的大多數(shù)顧客來(lái)說(shuō)是無(wú)效的。最可能的解釋是，投訴管理體系的產(chǎn)業(yè)并非特別有效或能創(chuàng)造顧客滿意、顧客忠誠(chéng)。因?yàn)橥对V處理日益成為提高顧客滿意度的重要手段，我們把顧客滿意度和顧客忠誠(chéng)度作為衡量處理客戶投訴滿意程度的指標(biāo)。SERVQUAL的建構(gòu)和投訴處理這兩個(gè)范疇的示范演示并沒(méi)有如我們預(yù)期的那樣。整體效應(yīng)都直接和間接影響著顧客滿意度與忠誠(chéng)度，、銀行、公共汽車、火車和加油站。這直接影響對(duì)那些公司形象或承諾建構(gòu)的公司捕捉顧客的滿意度的效果表示滿意。我們相信這將持續(xù)影響對(duì)于那些最終考慮購(gòu)買（即審議確定）的企業(yè)客戶了解公司品牌形象。這反映了顧客的消費(fèi)經(jīng)歷、顧客的經(jīng)驗(yàn)、企業(yè)的形象都在顧客對(duì)企業(yè)的滿意度的測(cè)評(píng)中起著重要作用。成功的模型是孤立于企業(yè)形象建設(shè)以及構(gòu)建企業(yè)意料之中的行為。這個(gè)改變是基于全國(guó)橫斷面性質(zhì)的指數(shù)數(shù)據(jù)。加上已承諾變數(shù)大大增加，有利于新模型在顧客忠誠(chéng)度的解釋能力上較之全國(guó)其他指數(shù)模型影響力加大。對(duì)于四個(gè)五大類產(chǎn)業(yè)的效果是顯著的，而公共汽車運(yùn)輸仍是例外。（Jonesamp。Johnson,1999）。這并不令人驚訝。至于對(duì)物價(jià)的滿意效果，唯一的例外是公共汽車運(yùn)輸業(yè)。我們相信公司和客戶之間建立起積極情感關(guān)系已經(jīng)有一段時(shí)間。價(jià)格忠誠(chéng)在兩個(gè)價(jià)格競(jìng)爭(zhēng)力強(qiáng)的行業(yè)——航空公司和銀行的直接影響力是巨大的，這一點(diǎn)是不足為奇的。忠誠(chéng)的直接效果在五個(gè)行業(yè)，航空公司和銀行（）是顯著的。這是因?yàn)闈M意度作為一種態(tài)度型構(gòu)造，可能只是作用于質(zhì)量和價(jià)格忠誠(chéng)的局部的影響。這種模型成功分離了顧客的知覺(jué)價(jià)格，成功取代了模型中的“價(jià)值”概念，消除了模型中指標(biāo)的重疊，例如：ACSI、ECSI模型。我們總結(jié)和討論對(duì)于每一個(gè)擬議改變的結(jié)果。這種模型中用以衡量顧客滿意度與關(guān)系構(gòu)建中至關(guān)重要的指數(shù)的有效性和可靠性在