Using the "commitment -trust" theory for reference, the authors analyze the route to satisfaction and loyalty and make an empirical test of the relationship between the variables.
为此，笔者借鉴“承诺-信任”理论，对满意与忠诚的路径进行了剖析，并实证检验了变量之间的路径关系。
2
At first, this paper has reviewed the theory about the service guarantee, service failure, service recovery, customer trust, affective commitment, repurchase intention and "Word-of-Mouth".