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201.
The effect of management commitment to service quality on employees’ affective and performance outcomes 总被引:1,自引:0,他引:1
Emin Babakus Ugur Yavas Osman M. Karatepe Turgay Avci 《Journal of the Academy of Marketing Science》2003,31(3):272-286
A service recovery performance model is proposed and tested with data from frontline bank employees in Turkey. The model is
derived from Bagozzi's (1992) reformulation of attitude theory. The empirical results suggest that top management commitment
to service quality, as manifested by frontline employees' appraisal of training, empowerment, and rewards, has a significant
effect on their perceptions of service recovery performance. The influence of management commitment to service quality on
service recovery performance is mediated by frontline employees' affective commitment to their organization and job satisfaction.
Implications of the results and further research avenues are discussed.
Emin Babakus (ebabakus@ memphis.edu) (Ph.D., University of Alabama, 1985) is a professor of marketing at the University of Memphis. In
addition to theJournal of the Academy of Marketing Science, his research has been published in such journals as theJournal of Marketing Research, theInternational Journal of Research in Marketing, theJournal of Retailing, theJournal of Business Research, and theJournal of Advertising Research. He serves on the editorial review boards of several journals.
Ugur Yavas (raxyavas@mail.etsu.edu) (Ph.D., Georgia State University, 1976) is a professor of marketing at East Tennessee State University.
Besides theJournal of the Academy of Marketing Science, he has contributed to such journals as theJournal of Marketing Research, theJournal of Business Research, theInternational Journal of Research in Marketing, theEuropean Journal of Marketing, International Marketing Review, theJournal of International Marketing, Management International Review, theJournal of the Market Research Society, theInternational Journal of Service Industry Management, andLong Range Planning. He currently serves as the editor of theJournal of Asia-Pacific Business.
Osman M. Karatepe (osman.karatepe@emu.edu.tr) (Ph.D., Hacettepe University, Ankara, Turkey, 2002) is an assistant professor of marketing at
Eastern Mediterranean University (Turkish Republic of Northern Cyprus). He has contributed to such journals as theJournal of Hospitality and Leisure Marketing, The Service Industries Journal, Tourism Analysis, theInternational Journal of Hospitality and Tourism Administration, andAnatolia: An International Journal of Tourism and Hospitality Research. He currently serves as the associate editor of theEMU Journal of Tourism Research.
Turgay Avci (turgay.avci@emu.edu.tr) (Ph.D., Cukurova University, Adana, Turkey, 1995) is an assistant professor of management at Eastern
Mediterranean University (Turkish Republic of Northern Cyprus). He has contributed to such journals asThe Service Industries Journal, theJournal of Hospitality and Leisure Marketing, Tourism Analysis, theInternational Journal of Hospitality and Tourism Administration, andAnatolia: An International Journal of Tourism and Hospitality Research. He currently serves as the editor-in-chief of theEMU Journal of Tourism Research. 相似文献
202.
An empirical test of trust-building processes and outcomes in sales manager-salesperson relationships 总被引:1,自引:0,他引:1
Thomas G. Brashear James S. Boles Danny N. Bellenger Charles M. Brooks 《Journal of the Academy of Marketing Science》2003,31(2):189-200
This study examines three trust-building processes and outcomes in sales manager-salesperson relationships. This study, based
on a sample of more than 400 business-to-business salespeoples from a variety of industries, shows two trust-building processes
(predictive and identification) to be significantly related to salesperson trust in the sales manager. Interpersonal trust
was found to be most strongly related to shared values and respect. Trust was directly related to job satisfaction and relationalism,
and indirectly related to organizational commitment and turnover intention.
Thomas G. Brashear (brashear@mktg.umass.edu) (Ph.D., Georgia State University) is an assistant professor of marketing in the Isenberg School
of Management at the University of Massachusetts-Amherst.
James S. Boles (jboles@gsu.edu) (Ph.D., Louisiana State University) is an associate professor of marketing in the Robinson College of Business
at Georgia State University. His research has appeared in a variety of journals, including theJournal of Marketing, theJournal of Business Research, theJournal of the Academy of Marketing Science, theJournal of Retailing, theJournal of Personal Selling and Sales Management, and theJournal of Applied Psychology. His areas of research interest include personal selling, sales management, key and strategic account management, and business
relationships.
Danny N. Bellenger (mktdnb@langate.gsu.edu) (Ph.D., University of Alabama) is currently chairman of the Marketing Department in the Robinson
College of Business at Georgia State University. His research has appeared in a number of academic journals including theJournal of Marketing Research, theJournal of Marketing, theJournal of Advertising Research, theCalifornia Management Review, theJournal of Retailing, theJournal of Personal Selling and Sales Management, Industrial Marketing Management, and theJournal of Business Research. He has authored four monographs and four textbooks on marketing research, sales, and retailing.
Charles M. Brooks (brooks@quinnipiac.edu) (Ph.D., Georgia State University) is an associate professor and chair of the Department of Marketing
and Advertising at Quinnipiac University. His research has appeared in theJournal of Business Research, theJournal of Retailing, Marketing Theory, and theJournal of Marketing Theory and Practice. 相似文献
203.
Sandra Rousseau 《Journal of Regulatory Economics》2007,32(1):17-36
Environmental inspection agencies have limited resources. A natural response to this shortage of resources is targeting and
this targeting policy leads to higher compliance than random inspections. This paper uses individual inspection data on the
inspection policy of the environmental agency for the textile industry in Flanders (Belgium). We distinguish between three
types of inspections and use a survival model to show that the environmental agency inspects firms in a non-random way. Even
though the agency solves most environmental problems, it can increase compliance by using the deterrence effect of more stringent
inspections and sanctions.
相似文献
204.
We experimentally investigate whether individuals can reliably detect cooperators (the nice(r) people) in an anonymous decision
environment involving “connected games.” Participants can condition their choices in an asymmetric prisoners’ dilemma and
a trust game on past individual (their partner’s donation share to a self-selected charity) and social (whether their partner
belongs to a group with high or low average donations) information. Thus, the two measures of niceness are the individual
donation share in the donation task, and the cooperativeness of one’s choice in the two games. We find that high donors achieve
a higher-than-average expected payoff by cooperating predominantly with other high donors. Group affiliation proved to be
irrelevant.
Electronic Supplementary Material Supplementary material is available in the online version of this article at .
JEL Classification C91, C72, D3 相似文献
205.
We analyse a disregarded environmental policy instrument: a switch in government expenditure away from energy (or other natural
resources) and toward a composite good which includes energy-saving expenditure. We first develop two variants of an analytical
general equilibrium model. A composite good is produced with constant returns to scale, and energy is imported or produced
domestically with diminishing returns, yielding a differential rent to its owners. The government purchases energy and composite
goods from private firms. Such a policy unambiguously increases employment. It also raises private consumption and welfare
under two conditions: (i) it is not too costly and (ii) the initial share of the resource is smaller in public spending than
in private consumption, or the difference is small enough. We then run numerically a model featuring both importation and
domestic production of energy (oil, gas and electricity), for the OECD as a whole. Simulations show that employment, welfare
and private consumption rise. We provide magnitudes for different parameter values.
Earlier versions of this paper have benefited from conference participants at the European Council for an Energy-Efficient
Economy, International Society for Ecological Economics World Congress, CIRED seminar and EUREQua environmental economics
seminar. We especially thank Michèle Sadoun and two anonymous referees. The usual disclaimer applies. 相似文献
206.
Manfen W. Chen Rohan Christie-David William T. Moore 《Journal of Regulatory Economics》2007,31(3):289-312
We hypothesize that the firm’s regulatory environment influences the sensitivity of its equity value to information. Using
intraday stock price data of utilities operating in differing regulatory environments we test for systematic differences between
the responsiveness of stock prices of utility firms operating in deregulated and regulated environments to a common information
set. Our findings reveal sharp differences in responses, with those of utilities operating in deregulated environments the
strongest, and the responses of utilities in highly regulated environments the weakest. While the evidence supports our hypothesis,
in a broader sense, the evidence suggests that deregulation aids in the process of price discovery. We also find evidence
that suggests that deregulation, per se, does not lead to higher stock price volatility.
相似文献
207.
Synopsis We describe the first effort at creating a global ex-vessel fish price database, which is required for understanding the economic
behavior of participants in the world’s fisheries. We demonstrate potential applications of the database by linking it to
a spatially defined catch database, which makes it possible to attach landed values to species in both time and space. This
is the first database available publicly where interested members of the public, researchers and managers can easily find
and access ex-vessel prices of the world’s major commercial fish species. Preliminary results indicate that the average real
price of a number of species have declined between 1950 and 2002. The estimated landed value of fish globally, in year 2000
dollars, was about US$24 billion in 1950. It increased steadily to about US$90 billion in the early 1970s, reached a peak
of US$100 billion at the end of the 1980s, and declined to about US$80 billion in 2000. The top 15 fishing countries cumulatively
account for 79% of total real landed value, with Japan leading, even though the value of its landings has been declining.
相似文献
208.
David Pearce 《Environmental and Resource Economics》2007,37(1):313-333
This paper addresses from an economic perspective the issue of global biodiversity conservation. It challenges the perception
that the world really cares a great deal about biodiversity and is prepared to pay the full cost of maintaining this stock
of natural capital. Despite the existence of a plethora of international agreements there still seems to be a global ‘deficit
of care’ surrounding efforts to combat challenges such as those posed by global warming and biodiversity conservation. More
light can be thrown on the degree of care by measuring both the actual expenditures and the stated willingness to pay for
biodiversity conservation. However, actual expenditures are much lower than willingness to pay estimates recorded in the published
literature. Using the criteria that the ‘right’ amount of conservation effort is one where the marginal economic benefits
from conservation just equal the marginal costs of conservation, the paper explores the biodiversity conservation conundrum
and concluded that, on the available evidence, the world does not care too much about this natural capital stock and bequests
to future generations.
An erratum to this article can be found at 相似文献
209.
Buyer power and supplier incentives 总被引:3,自引:0,他引:3
This paper analyzes the origins and welfare consequences of buyer power. We show that if suppliers are capacity constrained or have strictly convex costs, there are two different channels through which large buyers can obtain more favorable terms from their suppliers. In particular, we show how the presence of large buyers can then erode the value of suppliers’ outside option. Somewhat surprisingly, we show how this can induce suppliers to undertake strategies that lead to higher output and potentially higher welfare. 相似文献
210.