外文翻譯--房屋翻修中的服務(wù)管理一種理論方法（節(jié)選）

1、<p>　　1000單詞，6200英文字符，1700漢字</p><p>　　出處：Mats G. Holm. Service management in housing refurbishment: a theoretical approach[J]. Construction Management & Economics, 2000, 18(5):525-533.</p>&l

2、t;p><b>　　原文：</b></p><p>　　Service management in housing refurbishment: a theoretical approach</p><p>　　Mats G. Holm</p><p>　　It is generally acknowledged that custome

3、r satisfaction is essential for sustainable success in business relations. In spite of this observation, many housing refurbishment projects have been undertaken with deficiencies in ultimate customer orientation. Landlo

4、rds and construction companies occasionally conduct questionnaire surveys regarding dweller satisfaction. Nevertheless, survey information is seldom used for major improvements of the refurbishment process.</p>&l

5、t;p>　　In traditional construction management studies of housing refurbishment little attention has been focused on the customer relationship. Only recently have principles of service management been applied to housi

6、ng refurbishment projects in construction research (Ahonen, 1993; Holm and Brochner, 1999).</p><p>　　As a sharp contrast to this scarcity of investigations concerning customer orientation in the field of re

7、furbishment, 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,

8、or service quality, and economic returns.</p><p>　　Service theories</p><p>　　Theories of service management are, with few exceptions, dominated by the issues of customer satisfaction and service

9、 quality.</p><p>　　The need for customer satisfaction</p><p>　　If we consider the whole body of research in the field of service management, it is a fundamental and recurring observation that hi

10、gh 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.</p><p>　　The link between customer satisfac

11、tion or a positive perception of service quality and increased loyalty, in service industries, has strong empirical support. Strong correlation between overall patient satisfaction and behavioural intentions to return

12、 to the same service provider (hospital) was shown by Woodside et al. (1989). Fornell (1992), using the Customer Satisfaction Barometer in Sweden, showed that the importance of customer satisfaction differs from ind

13、ustry to industry. Rust an</p><p>　　How to achieve customer satisfaction</p><p>　　There is a group of investigations based on the idea that consumer satisfaction is a function of expectations an

14、d disconfirmation, as Oliver’s (1980) field study of flu inoculation. In the so-called confirmation/disconfirmation paradigm, the outcome of customer feelings of satisfaction and dissatisfaction depends upon an evaluatio

15、n 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. </p><p>　　There is no general consensus

16、 on the 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 s

17、ervice quality, product quality and price. That service quality leads to customer satisfaction is an opinion held by other researchers also (e.g. Woodside et al., 1989; Reidenbach and Sandifer-Smallwood, 1990; Anders-so

18、n et al., 1994). Furthermore, C</p><p>　　Why satisfy the customer’s customer?</p><p>　　In refurbishment projects the ultimate customers of the</p><p>　　contractor are the tenants or

19、 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 customer’s customer situation is

20、not unique 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 equ

21、ipment for the purpose of runni</p><p>　　Conclusions</p><p>　　In spite of the fact that the significance of customer orientation and service quality has been highlighted in services theories for

22、 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 othe

23、r services: first, since there is a close link between customer satisfaction or a positive perception of service quality and increased customer loya</p><p>　　In this investigation it has been established tha

24、t housing refurbishment is part of the service industry, or at least displays three of the four most commonly applied characteristics of services, although refurbishment has many specific features that are seldom found i

25、n other types of service. Some of these characteristics, such as long turnround time, uncertainty, complexity and the large number of participants, should be highlighted in future empirical studies. Furthermore, the sig

26、nificance o</p><p><b>　　譯文：</b></p><p>　　房屋翻修中的服務(wù)管理：一種理論方法</p><p>　　人們普遍認(rèn)為，客戶滿意在業(yè)務(wù)的可持續(xù)成功中是至關(guān)重要的。盡管如此，根據(jù)觀察，許多房屋的整修項目是在缺少最根本的業(yè)主導(dǎo)向的情況下開展。開發(fā)商和建筑工公司偶爾會進(jìn)行關(guān)于業(yè)主滿意度的調(diào)查。不過，調(diào)查資料很少在

27、翻修過程中起到重大的作用。</p><p>　　在傳統(tǒng)的住房翻修房屋管理研究中，很少有人把注意力放在顧客關(guān)系上。直到最近，物業(yè)服務(wù)管理原則應(yīng)用到住宅建設(shè)的房屋翻修研究中（Ahonen 雜志，1993年；豪爾和Brochner, 1999年）。</p><p>　　由此形成的一個鮮明的對比是，在翻修這一領(lǐng)域缺乏關(guān)于顧客需求為導(dǎo)向的調(diào)查。在過去的幾年中，出現(xiàn)了以顧客滿意度和服務(wù)質(zhì)量為研究的服務(wù)

28、行業(yè)，其數(shù)量還在不斷的增加中，以此顯示了顧客滿意度或者是服務(wù)質(zhì)量與經(jīng)濟(jì)效益之間的關(guān)系。</p><p><b>　　服務(wù)理念</b></p><p>　　服務(wù)管理的理論是：出來少數(shù)情況例外，因以客戶滿意度和服務(wù)質(zhì)量問題為主。</p><p><b>　　顧客滿意度的必要性</b></p><p>　

29、　如果我們考慮在服務(wù)管理領(lǐng)域進(jìn)行全面的研究，那么高顧客滿意度導(dǎo)致優(yōu)越的經(jīng)濟(jì)回報是一個基礎(chǔ)且反復(fù)出現(xiàn)的觀察結(jié)果。 這個可以被解釋為主要概念，如客戶忠誠度和一家公司的良好聲譽(yù)。</p><p>　　客戶滿意或者對良好服務(wù)質(zhì)量與客戶忠誠度之間的聯(lián)系，在服務(wù)行業(yè)對提高忠誠度具有很強(qiáng)的實證支持。病人的整體滿意度和其行為意圖之間具有很強(qiáng)的相關(guān)性，而返回到相同的服務(wù)提供者（醫(yī)院）是由伍德賽德等人表明的(1989年9月初版)。

30、佛奈兒 (1992)利用了瑞典顧客滿意度晴雨表，表明顧客滿意度的重要性因行業(yè)而不同。朗斯特和Zahorik (1993)經(jīng)過數(shù)學(xué)框架和實驗研究，證明了客戶滿意度可能與個人忠誠度有關(guān)。瓊斯和賽斯 (1995) 顯示，在五個市場中客戶滿意度和忠誠度的關(guān)系：汽車行業(yè)、個人電腦銷售行業(yè)、醫(yī)院、航空公司和本地電話服務(wù)行業(yè)。帕拉素拉曼孫利等人 (1994b) 通過實證研究客戶對電腦制造商、零售連鎖，汽車保險公司和人壽保險公司的服務(wù)質(zhì)量和行為意圖的關(guān)

31、系，如忠誠度。關(guān)于家用電器（紐曼和威泊，1973）和有關(guān)食品的產(chǎn)品（LaBarbera和Mazursky，1983）的實證調(diào)查顯示一個產(chǎn)品的滿意度和顧客的忠誠度之間呈正相關(guān) 。</p><p><b>　　如何實現(xiàn)客戶滿意度</b></p><p>　　有一個調(diào)查組基于這樣一種理念：顧客滿意是一個函數(shù)的期望和整合，比如奧利佛（1980）對流感接種領(lǐng)域的研究。在所謂的確

32、認(rèn)/整合范式，客戶滿意或者不滿意的結(jié)果取決于評價的實際性能和一定的標(biāo)準(zhǔn)。因此，當(dāng)你的表現(xiàn)比標(biāo)準(zhǔn)更好時，顧客自然就滿意了。這也被卡多特（1987）等人的一項關(guān)于餐廳顧客的研究所支持。在這里應(yīng)該承認(rèn)，根據(jù)丘吉爾和蘇珀奈特（1982）的假設(shè)購買耐用消費(fèi)品（視屏光盤播放機(jī)）的調(diào)查，滿意度僅僅與性能對應(yīng)。而根據(jù)協(xié)汀和威爾頓（1988）的關(guān)于唱片機(jī)的實驗室研究顯示，知覺性能對顧客滿意的影響力比預(yù)期的更大。斯泊利等人（1996）在一個最近的整合范式的

33、研究中聲稱，欲望需求和信息的滿意度是顧客滿意度的進(jìn)一步?jīng)Q定因素。 </p><p>　　服務(wù)品質(zhì)和顧客滿意之間的關(guān)系尚沒有達(dá)成普遍的共識，但是帕拉素拉曼孫利等人（1994a）提出了一個模型指出，客戶滿意度的交易被認(rèn)為是一個關(guān)于服務(wù)質(zhì)量，產(chǎn)品質(zhì)量和價格的函數(shù)。其他研究人員也提出服務(wù)質(zhì)量會影響顧客滿意度這種觀點(diǎn)（比如1989年伍德賽德等人的研究；1990年瑞德拜斯和桑迪弗-斯莫爾伍德的研究；1994年安德斯父子等人的

34、研究）。此外，克羅寧和泰勒（1992）表示，消費(fèi)者滿意的前提條件是良好的服務(wù)質(zhì)量。</p><p><b>　　結(jié)論</b></p><p>　　盡管顧客導(dǎo)向和服務(wù)質(zhì)量的意義已經(jīng)在服務(wù)理論中強(qiáng)調(diào)了十多年，但是住房翻修還沒有完全能夠運(yùn)用這些知識。本文的服務(wù)管理文獻(xiàn)表明，裝修業(yè)應(yīng)該有從 其他服務(wù)學(xué)習(xí)的巨大潛力：第一，因為顧客滿意度或者良好的服務(wù)質(zhì)量和增加顧客忠誠度之間有著

35、緊密的聯(lián)系；第二，由于滿足客戶或者顧客的良好感觀給了公司一個良好的聲譽(yù)；第三，因為客戶和員工的滿意度之間有著密切的聯(lián)系。然而， 在沒有經(jīng)過進(jìn)一步的、專業(yè)化的實證研究之前，顧客滿意度產(chǎn)生的全面影響還不能在住房裝修中被完全理解。</p><p>　　在本研究中它是建立在住房裝修是服務(wù)行業(yè)的一部分，或者至少顯示了3/4的最常見的服務(wù)業(yè)的特點(diǎn)上的，雖然翻修行業(yè)還有許多特點(diǎn)是在其他類型的服務(wù)行業(yè)中很少見的。其中的一些特征，

36、如周轉(zhuǎn)時間長、不確定性、復(fù)雜性和大量的參與者，在未來的實證研究中應(yīng)該突出。此外，應(yīng)該對客戶和承包商之間的信息交流的意義進(jìn)行分析。這應(yīng)該把注意力集中在承租人或業(yè)主的合作單位和承包商的關(guān)系，并應(yīng)著眼于提高客戶滿意度在房屋翻修中的意義的認(rèn)識。</p><p>　　出處：麥斯特.G..豪爾，《房屋翻新中的服務(wù)管理：一種理論方法》施工管理和經(jīng)濟(jì)雜志，2000年7月/8月，第五期，第18卷，525-533頁。</p&g