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。

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.

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本文首先对服务承诺、服务失误和服务补救、补救后满意度、顾客信任、情感承诺、重购意向和口碑传播等相关理论作了回顾。

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".

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