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5. Conclusion
The first aim of this study was to investigate the relationships between customer satisfaction and loyalty and the double conceptualisations of these constructs, as they have been studied together infrequently. Since replication in research is, unfortunately, underestimated, it is essential to construct consistent knowledge (Hunter, 2001), and considering the major shortcomings identified by the authors themselves, such as the nature and size of samples, we decided to test the different models proposed by Jones and Suh (2000), adding repurchasing behaviour as a dependent variable. It therefore also constitutes an answer to Bolton (1998, p. 47), who found ‘no longitudinal studies of how cumulative satisfaction influences the subsequent purchase behaviour of individual customers’.
In comparison with Jones and Suh (2000), the results of this study have tended to reduce the role of transactionspecific satisfaction and to highlight the role played by overall sa
The first aim of this study was to investigate the relationships between customer satisfaction and loyalty and the double conceptualisations of these constructs, as they have been studied together infrequently. Since replication in research is, unfortunately, underestimated, it is essential to construct consistent knowledge (Hunter, 2001), and considering the major shortcomings identified by the authors themselves, such as the nature and size of samples, we decided to test the different models proposed by Jones and Suh (2000), adding repurchasing behaviour as a dependent variable. It therefore also constitutes an answer to Bolton (1998, p. 47), who found ‘no longitudinal studies of how cumulative satisfaction influences the subsequent purchase behaviour of individual customers’.
In comparison with Jones and Suh (2000), the results of this study have tended to reduce the role of transactionspecific satisfaction and to highlight the role played by overall sa
5。结论
本研究探讨与客户满意度和忠诚度以及这些结构的双重conceptualisations关系的首要目标，因为他们经常一起进行了研究。由于复制的研究，不幸的是，低估，必须符合建设知识（猎人，2001年），并考虑由作家亲自如的性质和样本的大小，确定的主要缺点，我们决定采取不同的模式测试提出的琼斯和苏（2000年），增加回购作为因变量的行为。因此，它也构成了答案博尔顿（1998年，第47页），谁发现'的满意度如何累积没有纵向研究，影响了以后的购买行为的个别客户。
与琼斯和苏（2000年）比较，本研究的结果往往减少transactionspecific满意度的作用，以突出整体满意度发挥的作用，即使没有找到与回购行为的环节是重大的。这种差异也许可以解释不同类型的服务，这项研究测试，因为它是由无数的交易之一。进一步的研究测试，同一型号，因此应在其他不同种类的服务领域，以确认身份的双重结构的满意度和忠诚度。