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1、本科畢業(yè)設(shè)計（論文）外文翻譯原文：Servicemanagementinhousingrefurbishment:atheoreticalapproach.Itisgenerallyacknowledgedthatcustomersatisfactionisessentialforsustainablesuccessinbusinessrelations.Inspiteofthisobservation,manyhousingrefurbishmentprojectshavebeenundertake
2、nwithdeficienciesinultimatecustomerorientation.Landlordsandconstructioncompaniesoccasionallyconductquestionnairesurveysregardingdwellersatisfaction.Nevertheless,surveyinformationisseldomusedformajorimprovementsoftherefurbishmentprocess.Intraditionalcons
3、tructionmanagementstudiesofhousingrefurbishmentlittleattentionhasbeenfocusedonthecustomerrelationship.Onlyrecentlyhaveprinciplesofservicemanagementbeenappliedtohousingrefurbishmentprojectsinconstructionresearch(Ahonen,1993;HolmandBrochner,1999).Asasharp
4、contrasttothisscarcityofinvestigationsconcerningcustomerorientationinthefieldofrefurbishment,arapidlygrowingnumberofstudiesofcustomersatisfactionandservicequalityintheserviceindustrieshavebeenpublishedoverthelastfewyears,showingthecorrelationbetweencust
5、omersatisfaction,orservicequality,andeconomicreturns.ServicetheoriesTheoriesofservicemanagementare,withfewexceptions,dominatedbytheissuesofcustomersatisfactionandservicequality.TheneedforcustomersatisfactionIfweconsiderthewholebodyofresearchinthefieldof
6、servicemanagement,itisafundamentalandrecurringobservationthathighcustomersatisfactionleadstosuperioreconomicreturns.Thiscanbeexplainedbykeyconceptssuchascustomerloyaltyandapositivereputationforthefirm.Thelinkbetweencustomersatisfactionorapositivepercept
7、ionofservicequalityandincreasedloyalty,inserviceindustries,hasstrongempiricalsupport.Strongcorrelationbetweenoverallpatientsatisfactionandbehaviouralintentionstoreturntothesameserviceprovider(hospital)wasshownbyWoodsideetal.(1989).Fornell(1992),usingthe
8、CustomerSatisfactionBarometerinSweden,showedthattheimportanceofcustomersatisfactiondiffersfromindustrytoindustry.RustandZahorik(1993),withamathematicalframeworkandapilotstudy,indicatedthatcustomersatisfactionmaybelinkedtoindividu
