unanticipated component of ACSI announcements[J].Journal of Marketing.2012：23-36.
[29] Rust R T，Huang M H.Optimizing service productivity[J].Journal of Marketing.2012，76（2）：47-66.
[30] Gremler D D，Brown S W.Service loyalty：Its nature，importance，and implications，advancing service qualify：A global perspec-
tive[J].International Service Quality Association.1996：171-180.
[31] Oliver R L.Whence customer loyalty？[J].Journal of Marketing SCIence.1999：99-144.
[32] Jacoby J，Chestnut R W.Brand loyalty measurement and management[M].Wiley New York.1978：98-133.
[33] Dick A S，Basu K.Customer loyalty：Toward an integrated conceptual framework[J].Journal of Academy of Marketing Science.1994，
22（1）：99-113.
[34] Zhang J，Breugelmans E.The impact of an item-based loyalty program on customer purchase behavior[J].Journal of Marketing
Research.2012，49（1）：50-65.
[35] 張新安.中國消費者的顧客價值形成機制：以手機為對象的實證研究[J].管理世界，2010，（1）：107-118.
[36] Ataman M B，Van Heerde H J，Mela C F.The long-term effect of marketing strategy on brand sales[J].Journal of Marketing Research.
2010，47（5）：866-882.
[37] Stahl G K，Maznevski M L，Voigt A，et al.Unraveling the effects of cultural diversity in teams：A meta-analysis of research on
multicultural work groups[J].Journal of International Business Studies.2009，41：690-709.
[38] 喬申，周悅誠，王曉云.人力資源管理實踐與組織績效關系的元分析：從不同實踐內容和文化視角切入[J].管理學報，2012，
（3）：401-406.
[39] Winterich K P，Haws K L.Helpful hopefulness：The effect of future positive emotions on consumption[J].Journal of Consumer
Research.2011，38（3）：505-524.
[40] Finn A.Customer delight： Distinct construct or zone of nonlinear response to customer satisfaction？[J]Journal of Service Research.
2011，（15）：99-110.
Dose It Rely on Target Product or Supportive Service to Improve Customer Loyalty
——A Meta-Analysis on Customer satisfaction and Customer Loyalty
LIN Ye-jin1，ZHANG Hong-na2
（1.Yunnan University of Finance and economics，Kunming 300387，China；
2.Beijing University of Posts and Telecommunications，Beijing 100876，China）
Abstract： It is a great marketing target of enterprise to cultivate the customer loyalty through improving customer satisfaction.Under the process of improving customer loyalty，different customer satisfaction aspect makes different sense.In this study，the meta-analysis is done to research the relationship between customer satisfaction and customer loyalty with 141 empirical researches which contain 21 Chinese researches and 120 foreign references and the total sample size is 72670.In this study，it draws the conclusion is that the first it is positive relationship between customer satisfaction and customer loyalty and the second is different customer satisfaction aspect has different influence to customer loyalty；target product satisfaction has deeper degree of influence than supportive service satisfaction to customer loyalty and the third is attitude loyalty is more sensitive with supportive service satisfaction，and behavior loyalty is more sensitive with target product satisfaction.
Key words： target product satisfaction；supportive service satisfaction；customer loyalty
[責任編輯 陳丹丹]
[29] Rust R T，Huang M H.Optimizing service productivity[J].Journal of Marketing.2012，76（2）：47-66.
[30] Gremler D D，Brown S W.Service loyalty：Its nature，importance，and implications，advancing service qualify：A global perspec-
tive[J].International Service Quality Association.1996：171-180.
[31] Oliver R L.Whence customer loyalty？[J].Journal of Marketing SCIence.1999：99-144.
[32] Jacoby J，Chestnut R W.Brand loyalty measurement and management[M].Wiley New York.1978：98-133.
[33] Dick A S，Basu K.Customer loyalty：Toward an integrated conceptual framework[J].Journal of Academy of Marketing Science.1994，
22（1）：99-113.
[34] Zhang J，Breugelmans E.The impact of an item-based loyalty program on customer purchase behavior[J].Journal of Marketing
Research.2012，49（1）：50-65.
[35] 張新安.中國消費者的顧客價值形成機制：以手機為對象的實證研究[J].管理世界，2010，（1）：107-118.
[36] Ataman M B，Van Heerde H J，Mela C F.The long-term effect of marketing strategy on brand sales[J].Journal of Marketing Research.
2010，47（5）：866-882.
[37] Stahl G K，Maznevski M L，Voigt A，et al.Unraveling the effects of cultural diversity in teams：A meta-analysis of research on
multicultural work groups[J].Journal of International Business Studies.2009，41：690-709.
[38] 喬申，周悅誠，王曉云.人力資源管理實踐與組織績效關系的元分析：從不同實踐內容和文化視角切入[J].管理學報，2012，
（3）：401-406.
[39] Winterich K P，Haws K L.Helpful hopefulness：The effect of future positive emotions on consumption[J].Journal of Consumer
Research.2011，38（3）：505-524.
[40] Finn A.Customer delight： Distinct construct or zone of nonlinear response to customer satisfaction？[J]Journal of Service Research.
2011，（15）：99-110.
Dose It Rely on Target Product or Supportive Service to Improve Customer Loyalty
——A Meta-Analysis on Customer satisfaction and Customer Loyalty
LIN Ye-jin1，ZHANG Hong-na2
（1.Yunnan University of Finance and economics，Kunming 300387，China；
2.Beijing University of Posts and Telecommunications，Beijing 100876，China）
Abstract： It is a great marketing target of enterprise to cultivate the customer loyalty through improving customer satisfaction.Under the process of improving customer loyalty，different customer satisfaction aspect makes different sense.In this study，the meta-analysis is done to research the relationship between customer satisfaction and customer loyalty with 141 empirical researches which contain 21 Chinese researches and 120 foreign references and the total sample size is 72670.In this study，it draws the conclusion is that the first it is positive relationship between customer satisfaction and customer loyalty and the second is different customer satisfaction aspect has different influence to customer loyalty；target product satisfaction has deeper degree of influence than supportive service satisfaction to customer loyalty and the third is attitude loyalty is more sensitive with supportive service satisfaction，and behavior loyalty is more sensitive with target product satisfaction.
Key words： target product satisfaction；supportive service satisfaction；customer loyalty
[責任編輯 陳丹丹]