本文通过抽样调查方法检验了在长期服务关系中顾客信任和承诺对顾客行为的影响机制。研究发现,顾客信任和承诺对顾客合作和正面口碑都具有类似的积极影响;顾客承诺可以降低顾客机会主义行为,而信任没有这一功能;顾客信任可以提高顾客在服务关系中的灵活性,而承诺则不起作用;顾客信任还提高了顾客正式控制机制的使用效果,顾客承诺则降低了对服务企业单方面行为的默许。 This paper examines the impact of customer trust and commitment on customer behavior in long-term service relationships by means of sample surveys. The study found that customer trust and commitment have a similar positive impact on customer cooperation and positive word of mouth; customer commitment can reduce customer opportunism behavior, while trust does not have this function; customer trust can improve customer flexibility in service relationship Promises are ineffective; customer trust also increases the effectiveness of formal customer control mechanisms, while customer commitment reduces the tacit approval of unilateral acts by service companies.