中文摘要：

满意体验一直是企业问关系研究文献忽视的变量。基于此，通过系统的文献梳理，从技术、交互和响应满意体验出发，剖析满意体验与信任～承诺之间的因果链，并结合299个采购主观评价数据和实际销售数据，系统探析对于客户遵从和实际销售额的影响。结果表明：（1）技术、交互和响应满意体验正向影响信任一承诺；（2）信任直接决定客户采购中的遵从行为，但承诺对于销售额的影响并不显著；（3）企业间关系阶段显著影响客户的实际采购，企业间关系处于成熟期客户采购额更高。

英文摘要：

Satisfaction experience （SE） has long been neg/ectea over the va~L y~ organizational relationship. This paper examines the causal chain between SE and trust-commitment from TSE, ISE and RSE based on 299 China＇s self-reports and actual data, with the intention to explore its effect on customer compliance and performance. The results show that TSE, ISE and RSE lead to positive trust-commitment and trust in turn affects compliance, whereas commitment has no significant effect on selling. And the relationship phase exerts significant impact on customers＇ actual purchasing and at the matured-phase customers buy more.