中文摘要：

通过对298个网络团购顾客的问卷调查,基于惰性和容忍区视角探讨了服务质量、顾客信任和转移成本对顾客忠诚的影响及作用机制。结果表明：服务质量、顾客信任、转移成本和顾客惰性对顾客忠诚有显著的正向影响;顾客惰性在服务质量、顾客信任、转移成本与顾客忠诚之间起着部分中介作用;顾客容忍区显著调节顾客惰性与顾客忠诚之间关系。

英文摘要：

Through the 298 valid questionnaires,this paper discusses the influence and its inner mechanism of service quality,customer trust and switching costs on customer loyalty based on inertia and zone of tolerance perspectives. Results indicate that,service quality,customer trust,switching costs and customer inertia have a significantly positive effect on customer loyalty; customer inertia plays a partial mediating role in the relationship between service quality,customer trust,switching costs and customer loyalty; zone of tolerance significantly moderates the relationship between customer inertia and customer loyalty.