私人银行服务质量中英文外文文献翻译2017.docVIP

本科毕业设计（论文） 中英文对照翻译 (此文档为word格式,下载后您可任意修改编辑!) 文献出处：Markus Rock. The study on the service quality in the private banking [J]. Financial Markets and Portfolio Management, 2017, 2(12): 173-185. 原文 The study on the service quality in the private banking Markus Rock 1 Introduction Service quality is the core concept for ensuring a successful supply of services in general. This holds in particular for the private banking sector, which is a pure service industry (Chase 1981) in which the service is performed almost entirely in the presence of the customer. Private banking involves intangible goods requiring the participation of the customer in the production process (Gronroos 1984). In such an environment, the suppliers of private banking services aim to optimize the service quality in order to achieve a higher outcome level. The outcomes of service quality, i.e. what firms gain by delivering a good service quality, is analyzed in the literature. In particular, the return on quality concept of Rust et al. (1995), the service profit chain of Heskett et al. (1997) and Schlesinger and Heskett (1991) and the work of Zeithaml (2000) were developed for many services but not yet for private banking. Schlesinger and Heskett (1991) and Heskett et al. (1997) establish linkages between service quality, the value of the service, customer satisfaction, customer loyalty and financial results. Service quality can be defined as the customer’s satisfaction with the actual performance of the service. This is often modeled using the disconfirmation paradigm, in which service quality is evaluated as a difference between customers’ expectations about a service and the actual performance of the service (Gronroos 1984; Parasuraman et al. 1988). Parasuraman et al. (1988), Bitner (1990) and Bolton and Drew (1991) see service quality as the superordinate construct to customer satisfaction, which is confirmed by Cronin and Taylor (1992) in their empirical analysis. Rust et al. (1995), Pont and McQ