房屋翻修中的服务管理：一种理论方法外文翻译

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1、中文 1700 字 本科毕业设计（论文） 外 文 翻 译 原文 ： Service management in housing refurbishment: a theoretical approach. It is generally acknowledged that customer satisfaction is essential for sustainable success in business relations. In spite of this observation, many housing refurbishment projects have been under

2、taken with deficiencies in ultimate customer orientation. Landlords and construction companies occasionally conduct questionnaire surveys regarding dweller satisfaction. Nevertheless, survey information is seldom used for major improvements of the refurbishment process. In traditional construction m

3、anagement studies of housing refurbishment little attention has been focused on the customer relationship. Only recently have principles of service management been applied to housing refurbishment projects in construction research (Ahonen, 1993； Holm and Brochner, 1999). As a sharp contrast to this

4、scarcity of investigations concerning customer orientation in the field of refurbishment, a rapidly growing number of studies of customer satisfaction and service quality in the service industries have been published over the last few years, showing the correlation between customer satisfaction, or

5、service quality, and economic returns. Service theories Theories of service management are, with few exceptions, dominated by the issues of customer satisfaction and service quality. The need for customer satisfaction If we consider the whole body of research in the field of service management, it i

6、s a fundamental and recurring observation that high customer satisfaction leads to superior economic returns. This can be explained by key concepts such as customer loyalty and a positive reputation for the firm. The link between customer satisfaction or a positive perception of service quality and

7、increased loyalty, in service industries, has strong empirical support. Strong correlation between overall patient satisfaction and behavioural intentions to return to the same service provider (hospital) was shown by Woodside et al. (1989). Fornell (1992), using the Customer Satisfaction Barometer

8、in Sweden, showed that the importance of customer satisfaction differs from industry to industry. Rust and Zahorik (1993), with a mathematical framework and a pilot study, indicated that customer satisfaction may be linked to individual loyalty. Jones and Sasser (1995) showed customer satisfaction-l

9、oyalty relationships in five markets: automobiles, personal computers procured by businesses, hospitals, airlines and local telephone services. Parasuraman et al. (1994b) showed the rela- tionship between service quality and behavioural intentions, such as loyalty, in an empirical study of customers

10、 of a computer manufacturer, retail chain, automobile insurer and life insurer. A positive correlation between product satisfaction and customer loyalty is shown in empirical investigations regarding household appliances (Newman and Werbel, 1973) and relating to grocery products (LaBarbera and Mazur

11、sky, 1983). How to achieve customer satisfaction There is a group of investigations based on the idea that consumer satisfaction is a function of expectations and disconfirmation, as Olivers (1980) field study of flu inoculation. In the so-called confirmation/disconfirmation paradigm, the outcome of

12、 customer feelings of satisfaction and dissatisfaction depends upon an evaluation of the actual performance and certain standards. Thus satisfaction occurs when the performance is better than the standard. This was supported also by Cadotte et al. (1987) in a study of restaurant customers. It should

13、 be acknowledged here that according to Churchills and Surprenants (1982) investigation of hypothetical purchases of durable goods (video disc players), satisfaction corresponds solely with performance, and according to Tse and Wiltons (1988) laboratory research with record players, perceived perfor

14、mance exerts more influence than expectations do on consumer satisfaction. Spreng et al. (1996), in a more recent study of the disconfirmation paradigm, claim that desires congruency and information satisfaction are further determinants of consumer satisfaction. There is no general consensus on the

15、relationship between service quality and customer satisfaction, but Parasuraman et al. (1994a) have proposed a model where the customers overall satisfaction by a transaction is thought to be a function of service quality, product quality and price. That service quality leads to customer satisfactio

16、n is an opinion held by other researchers also (e.g. Woodside et al., 1989； Reidenbach and Sandifer-Smallwood, 1990； Anders-son et al., 1994). Furthermore, Cronin and Taylor (1992) state that an antecedent of consumer satisfaction is service quality. Why satisfy the customers customer? In refurbishm

17、ent projects the ultimate customers of the contractor are the tenants or owners of cooperative flats or condominiums, but the primary customers, in the contractual sense, are the owners of buildings, possibly boards representing the owners of the flats. This customers customer situation is not uniqu

18、e to the refurbishment industry； it is a common phenomenon. It could be compared with one person in a household shopping for provisions or clothing for the whole family, or a hospital purchasing medical equipment for the purpose of running tests on patients(cf. Anderson, 1992). To quote Goldman et a

19、l. (1995,pp. 267268), Fewer than 10 percent of industrial companies and service companies have end-user consumers as their customers. The authors add that a way to help the customer of a company is to help their customers. Conclusions In spite of the fact that the significance of customer orientatio

20、n and service quality has been highlighted in services theories for more than a decade, housing refurbishment has not fully made use of this knowledge. This review of service management literature shows that the refurbishment industry should have a great potential for learning from other services: first, since there is a close link between customer satisfaction or a positive perception of service quality and increased customer loyalty； second, since a satisfied customer or a customer with a positive