英国高校关于提高客户满意度的研究论文：The Profit Value Chain

The Profit Value Chain
利润价值链

Reichheld (1996) work on customer loyalty has been very important in determining the role of customer satisfaction in generating loyalty and prof-itability. Depending on the industrial sector Reichheld’s research has demon-strated that satisfied customers are cheaper to serve, tend to refer on average nine other customer to the business and spend a higher share of their dis-posable income with the company. ‘The profit premium for a 5% increase in loyalty ranges between 95% for Advertising Agencies to 35% for Software companies’ (Reichheld, 1996, p.36).

在确定客户的满意度，忠诚教授和盈利能力的作用，对顾客忠诚的赖克尔德（1996年）的工作一直是非常重要的。根据不同的工业部门赖克尔德的研究有妖strated的，满意的客户是更便宜的服务，往往是指平均9个其他客户的业务，并显示能装腔作势的收入与该公司花了较高的市场份额。“利润溢价，增加了5％的忠诚度范围在95％至35％的软件公司”（赖克尔德，1996年，第36页）的广告。

Reichheld has expanded the discussion on loyalty to all the relationships involving an organisation, a relationship based on loyalty with suppliers and employees lowers costs in the long term since organisations and people ac-cumulate knowledge about their internal customers needs and requirements(Reichheld and Detrick, 2003). Loyalty also builds trust which further allow companies to reduce costs. However not all forms of satisfaction lead to loy-alty and for this reason numerous studies have found weak or no correlation http://www.ukassignment.org/scyxgl/ between satisfaction and loyalty.

赖克尔德已经扩大了讨论的所有关系涉及一个组织，一个关系的基础上与供应商和员工的忠诚度的忠诚度降低成本，在长期的自组织和人交流，累积知识，他们的内部客户的需求和要求（赖克尔德和德特里克，2003）。忠诚度也建立信任，进一步让企业降低成本。然而，并非所有形式的满意度铅洛伊沟通的有益基于这个原因，许多研究发现满意度和忠诚度之间的相关性较弱或无。

Heskett et al. (2003) service value profit chain, assumes as central premise the mirror effect between employee satisfaction and customer satisfaction(Silvestro and Cross, 2000).
赫斯克特等。（2003）服务价值利润链，假定为中心的前提下与员工的满意度和客户满意度“（西尔维斯特和跨，2000年）的镜面效果。

The mirror effect occurs when employee satisfaction is “reflected” in termsof customer’s satisfactions meanwhile staff frustration leads to high turnover and poor customer service (Heskett et al., 1994, 1997).
镜面效果发生时，员工的满意度“，反映”在f顾客的满意度，同时工作人员的挫折导致高营业额和糟糕的客户服务（赫斯克特等人，1994年，1997年）。

The three main relationships that are implied by the theory are between:
之间的三个主要关系理论所暗示的：
1. profit and customer loyalty,
2. employee loyalty and customer loyalty
3. and employee satisfaction and customer satisfaction (Heskett et al.,1997).
1。利润和客户忠诚度，
2。员工的忠诚度和客户忠诚度
3。员工的满意度和客户满意度（赫斯克特等人，1997）。

Moreover, these relationships are mutually reinforcing; that is, satisfied cus-tomers contribute to employee satisfaction and vice versa.
此外，这些关系是相辅相成的，也就是说，满足客户的客户员工的满意度，反之亦然。

In a university environment evidence of only the relation 3 and 1 has been proved (DeShields et al., 2005). In order to test the second relationship in UK HEIs the definition of employee loyalty should be clarified since it is very common in the academic profession to teach in different institutions.
在大学环境只的关系3和1个已被证明（而DeShields Jr等人，2005年）的证据。为了测试第二个在英国高等教育机构的关系应明确的定义，员工的忠诚度，因为它是很常见的学术专业，在不同的机构任教。