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101.
When consumers complain: A path analysis of the key antecedents of consumer complaint response estimates 总被引:9,自引:0,他引:9
When do consumers complain? This study probes this question by developing a conceptual framework that includes multiple theoretical perspectives, empirically testing a portion of the proposed model, and using dissatisfaction/complaint data from three different service industries. The hypothesized model uses multidimensional consumer complaint response estimates including voice, private, and third-party responses as dependent variables. Results support several proposed relationships, provide a high level of explained variance, and indicate a moderating role for dissatisfaction intensity. The complaint response estimates are characterized by disparate influence pathways, and expectancy value judgments emerge as critical determinants with positive and negative crossover effects. Attitude toward complaining is more dominant under low dissatisfaction intensity than it is under the high dissatisfaction condition. Important differences emerge across service categories. Implications of this work for managers and researchers in understanding when consumers complain are enumerated. 相似文献
102.
103.
Consumer outshopping research has shown there are significant, but weak, relationships between consumers' attitudes toward
local retailers and the degree to which they shop in local versus outlying areas. An alternative attitude measurement, retail
patronage loyalty, is proposed and empirically evaluated. The loyalty scale was shown to be a stronger and more generalizable
predictor of consumer outshopping behavior. 相似文献
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105.
Ida E. Berger Peggy H. Cunningham Minette E. Drumwright 《Journal of the Academy of Marketing Science》2006,34(2):128-137
The authors studied social alliances, a type of corporate societal marketing initiative. Their research finds that social
alliances are an important means whereby employees identify more closely with their organizations while gaining a greater
sense of being whole, integrated persons. Furthermore, this integration allows both organizations and their members to align
their commercial identities with their moral and social identities. As organizational members struggled to resolve conflicts
within their own identities, they were aided by social alliances, which in turn led them to identify more with their organizations.
Unlike previous research, the findings suggest that the kind of connections referred to by the informants went well beyond
the cold, rational associations described in previous research to emotional attachments that appear to be critical to organizational
identification. The results also suggest that participation in social alliances may result in multiple forms of identification:
intra- and interorganiza-tion identification.
Ida E. Berger (bergeri@ryerson.ca) is the associate director of faculty affairs and a professor of marketing in the School of Business
Management at Ryerson University. She received her Ph.D. from the University of Toronto. Her articles have appeared in leading
marketing journals, including theJournal of Consumer Research, Public Policy and Marketing, theJournal of Consumer Psychology, andCalifornia Management Review. Her current research interests include social alliances, voluntary and nonprofit sector studies, diversity, and the value
of sports in social inclusion. Her teaching interests include marketing theory, consumer behavior, and marketing communications.
Peggy H. Cunningham (pcunningham@business.queensu.ca) is the Marie Shantz Teaching Associate Professor of Marketing, School of Business, in the
Queen’s University. She completed her Ph.D. at Texas A&M University. Dr. Cunningham’s research interests revolve around two
related themes: marketing ethics and marketing partnerships (international strategic alliances, partnerships between for-profit
and not-for-profit organizations, relationships between firms and their customers). These areas of study are linked by their
focus on the concepts of trust, integrity, and commitment. She is the coauthor of the Canadian editions of a number of marketing
textbooks (Marketing Management; Principles of Marketing; and Marketing: An Introduction). Her work is published in a number of journals, including theJournal of the Academy of Marketing Science, the Journal of International Marketing, and California Management Review.
Minette E. Drumwright (mdrum@mail.utexas.edu) is an associate professor with a joint appointment in the College of Communication (Department of
Advertising) and the College of Liberal Arts at The University of Texas at Austin. Previously, Dr. Drumwright was on the marketing
faculties of Harvard Business School and the University of Texas Business School. She currently is the faculty chair of the
Bridging Disciplines Program in Ethics and Leadership at the University of Texas. She has a Ph.D. in business administration
(marketing) from the University of North Carolina at Chapel Hill. Dr. Drumwright’s current research is in the areas of corporate
social responsibility, marketing for nonprofit organizations, and business ethics. Her focus is on understanding how managers
and consumers integrate noneco-nomic criteria related to society into their decision making. Dr. Drumwright has studied noneconomic
criteria in various contexts, including cause-related marketing, partnerships between companies and nonprofit organizations,
socially responsible buying behavior, and corporate volunteerism. Her articles and cases have been published in various books
and journals, includingCalifornia Management Review, theJournal of Advertising, and theJournal of Marketing. 相似文献
106.
鄂嘉薇 《中小企业管理与科技》2021,(10):195-196
合理控制工程成本,对于建筑施工企业意义重大。论文从BIM技术在建筑工程施工成本全过程管理中应用的实际效果入手,对BIM技术的信息完备性、信息关联性、信息一致性、可视化、模拟性以及可出图性等应用优势进行分析,结合BIM技术在具体施工阶段的应用案例,探讨在科学控制施工成本、提升施工企业经济效益方面如何运用BIM技术以发挥其积极作用,为工程成本管理工作提供借鉴和参考。 相似文献
107.
Management Review Quarterly - Additive manufacturing (AM) is regarded as a technology that has transformative and disruptive potential in nearly all industries. However, AM is not only about new... 相似文献
108.
Kronson ME 《Monthly labor review / U.S. Department of Labor, Bureau of Labor Statistics》1991,114(4):3-10
In summary, substance abuse is a serious problem in America. In fact, a Gallup poll ranked drug use as the Nation's number one problem. As a rapidly accelerating component of health care costs, charges for alcohol and drug abuse treatment are helping to drive up medical care expenses. The substance abuse crisis is also affecting employers, both public and private, who are struggling to provide needed health benefits while controlling spiraling plan costs. Despite the upward pressure on health costs, the problem is so serious that there has been a steady increase in the incidence of coverage for substance abuse treatment in employer-provided medical care plans, to the point that virtually all plans now provide some benefits. Nevertheless, health plans typically cover substance abuse treatment on a more restrictive basis than other illnesses. This may change, however, as the interest in, and the need for, comprehensive substance abuse treatment benefits grows. 相似文献
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110.