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首页> 外文会议>International Conference on Auto Industry Innovation; 20061201-03; >The Influencing Factors and Mechanism of Customer Behavior Loyalty——An Empirical Analysis on the Automotive Dealers
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The Influencing Factors and Mechanism of Customer Behavior Loyalty——An Empirical Analysis on the Automotive Dealers

机译：顾客忠诚度的影响因素及其机理-基于汽车经销商的实证分析

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摘要

On the basis of the previous papers and on the background of the service consumer market, the thesis, combining theoretical analysis with empirical research, tries to construct the basic drive model. In the case of automotive dealers, it demonstrate the interior relations among the service quality(SQ) , customer value(CV) , customer satisfaction(CS) , customer expectation(CE), service recovery(SR) , customer behavior loyalty(CL) and their mechanisms on customer behavior loyalty. The findings indicates that, 1st, customer expectation will have positive impact on customer quality, but a negative impact on customer satisfaction; 2nd, service quality does not work with customer behavior loyalty directly, but act indirectly through customer value and customer satisfaction; 3rd, customer value have greater impact on customer behavior loyalty than customer satisfaction; 4th, besides acting on customer behavior intention directly, the result of service recovery act indirectly through customer value, but customer satisfaction and service quality dose not work with customer behavior loyalty directly; 5th, the better the results of service recovery is, the more remarkable customer value, service quality and customer satisfaction will be, and customer behavior loyalty will be also dropped.
机译：本文在前人研究的基础上，结合服务消费者市场的背景，将理论分析与实证研究相结合，试图构建基本驱动模型。以汽车经销商为例，它展示了服务质量（SQ），客户价值（CV），客户满意度（CS），客户期望（CE），服务恢复（SR），客户行为忠诚度（CL）之间的内部关系。及其对客户行为忠诚度的机制。研究结果表明，第一，客户期望将对客户质量产生积极影响，但对客户满意度产生负面影响；第二，服务质量不直接影响客户的行为忠诚度，而是通过客户价值和客户满意度间接发挥作用；第三，客户价值对客户行为忠诚度的影响大于对客户满意度的影响； 4，服务恢复的结果除了直接作用于顾客行为意图外，还通过顾客价值间接起作用，但是顾客满意度和服务质量却不能直接与顾客行为忠诚度相关；第五，服务恢复的结果越好，客户价值，服务质量和客户满意度就越显着，客户行为忠诚度也会下降。

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