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中文摘要：
在界定关系价值的概念及其构成维度的基础上，构建了关系价值维度对顾客忠诚影响的理论模型，并通过来自中国B2C网络商店消费者的数据，对关系价值量表及其理论模型进行了实证检验。研究结果表明，消费者与网络商店的关系价值包括3个关系利益维度和2个关系成本维度，这5个维度会通过关系满意和关系承诺的中间作用影响顾客忠诚，其中关系利益维度正向影响顾客忠诚，关系成本负向影响顾客忠诚。
英文摘要：
The conception and the dimensions of relationship value were defined, and the model that describes the influences of relationship value dimensions on customer loyalty was built. Using the data of the consumers of Chinese E-tailers, the scale and the theoretical model were tested. Results indicate that relationship value includes three relationship benefit dimensions and two relationship cost dimensions. These five dimensions influence the customer loyalty indirectly through relationship satis- faction and relationship commitment. Relationship benefits influence customer loyalty positively, and relationship costs influence customer loyalty negatively.
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