Understanding the psychological process underlying customer satisfaction and retention in a relational service

This paper reexamines the psychological process underlying the relationship between customer satisfaction and customer retention in a relational service context. It is based on a composite model of the attitude-behavior relation, which takes both attitude toward target and attitude toward behavior into account. Data were collected from a survey with a sample of 209 clients from a major credit counseling organization in the USA. Account data indicating those clients' actual retention behavior were matched with the survey data. A two-step structural equation modeling (SEM) procedure was employed to establish the construct validity and test the hypotheses. The results revealed that the effect of customer satisfaction on retention is mediated by the more proximal determinants of the actual retention behavior. Specifically, customer satisfaction has both direct and indirect effects on customers' attitudes toward remaining in the Debt Management Program (DMP), which is the proximal predictor of customer retention. In addition, satisfaction alone cannot guarantee customer retention. Customers' perceived behavioral control exerts direct effects on their intention to remain and retention.     

礼来寻找自疗的解药

面对制药业的困境，礼来正在进行革命性的探索     

土地用益物权作为企业出资时的问题探析

土地，因其特性而比其他资源更为人们所关注，我国直接涉及土地资源管理的法律有物权法、土地管理法、农村土地承包管理法（以下称“土地承包法”）和城市房地产管理法（以下称“房地产管理法”）。间接涉及的法律法规则更多，难以一一列举。新近发布的《中共中央关于推进农村改革发展若干重大问题的决定》又再次提出，要按照依法自愿有偿原则．允许农民以转包、出租、互换、转让、股份合作等形式流转土地承包经营权这一土地用益物权，发展多种形式的适度规模经营。     

企业文化理论综述

在经济转型过程中,我国企业要适应地区性和全球性经济竞争,必须要实现企业化在跨地区、跨化管理中的有效转变和适应,从而产生了对企业化理论和实践方法的的需要.     

我国家族企业的企业文化建设探讨

本文首先简单回顾我国家族企业的发展，分析了家族企业在企业文化建设方面存在的优势和劣势，提出我国家族企业在企业文化建设方面的建议。     

扬子地台北缘武当推覆体，结构模式及成因分析

地球物理资料和地质研究结果揭示了扬子地台北缘南秦岭造山带武当地区基本构造特征为巨型推覆构造，命名为武当推覆体。该推覆体由北向南可分为汉江推覆岩席、十堰推覆岩席、杨坪推覆岩席、三台推覆岩席及银洞沟推覆岩席。各推覆岩席表现为由印支期前伸展环境下水平滑脱剪切作用所造成的堆垛的武当群岩系在印支期以来南、北两大陆碰撞造山过程中，历经褶皱一韧一脆性推覆和脆性推覆阶段的构造变形，形成由北向南道冲推覆是前展式结构的叠瓦状巨型推覆体。青峰断裂为武当推覆体的前缘断裂带，该断裂向北缓角度延伸构成推覆体的底板主拆离滑脱断层。该区构造变形环境由伸展一挤压并伴随局部伸展一挤压的转化，促成武当推覆体的发生发展和定位。     

农业资源投入与环境友好关系的实证分析——基于湖南省1993～2008年的数据

"两型农业"成为当前和未来农业发展的新方向,也是农业可持续发展的保障.在两型农业内涵中,资源节约和环境友好农业相提并论好像是约定俗成.理论依据是什么呢?需要从它们之间的相关关系进行实证分析.本文根据湖南省1993～2008年三废排放量,农业用肥量,机械动力,用药量,耕地面积及农村用电量等数据,处理后研究农业环境友好度与各项农业资源之间的格兰杰因果关系检验.探讨农业环境友好与农业资源节约之间的经济关系,结果显示,农业环境受到各项资源使用情况的影响.这有利于更好地理解和促进"两型农业"的发展.     

用科学发展观解读GDP、GNP和GNH

任何一个人类文明的社会发展时期,人们总会用定性、定量的数量指标来衡量经济社会的水平和结果,如GDP、GNP和GNH,从不同的层面和侧重点反映全社会生产活动的最终成果.……     

论城市经济与邮政营销体系建设的关系

邮政的发展与城市经济的发展相辅相成。邮政发展要与城市经济发展同步．就应在服务社会经济建设的深度和广度上下功夫,建立独特、完善的营销体系,获得更大的发展空间。文章结合长沙邮政营销体系建设的实际情况,总结归纳出邮政服务城市经济发展的一些可行策略,为城市邮政经济发展探索新的道路。     

Dual-route communication of destination websites

To understand the communication route of destination websites, this study employed the elaboration likelihood model (ELM) which is a dual-route, multi-process model of persuasive message processing. That is, this study proposed a theoretical model for the dual-route persuasive process based on ELM, investigated its antecedents and consequences, and identified the moderating effect of involvement. Structural Equation Modeling (SEM) is used to test the validity of the conceptual model. The results indicate that highly involved people are inclined to elaborate on information (central route), while people with low involvement are likely to make judgments based on simple cues (peripheral route). Website design characteristics are an important antecedent of both central and peripheral-route persuasions. Attitudes resulting from careful consideration via the central route are more predictive of conation and behavior (further information searching and travel intentions) than those formed via the peripheral route. The study provides a foundation for further tourism research investigating the Internet as a persuasive tool, and suggests strategies for website designers.