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261.
王进 《技术经济与管理研究》2012,(10):61-64
研究以五种网络自助服务类型为调查样本,分别比较它们在消费者满意度上的差异性,并以风险承担态度与信任态度做为干扰变数.结果发现:消费者满意度的影响因子分别为系统品质、信息品质、服务品质,转换成本对于交易性质的WBSS较敏感,对于转换成本较低的WBSS有较高的消费者满意度,但对于服务性质的WBSS则较不敏感;不同的网络自助服务在消费者满意度构面上有显著的差异;而风险承担与信任态度皆对消费者满意度有干扰效果,消费者在不同的WBSS中,其风险承担态度对满意度有部分显著影响,只有系统品质构面显著,其信任态度对满意度有部分影响,只有信息品质构面显著.通过对消费者使用满意度的实证研究,以期为网络自助服务的和谐发展提供有益的路径指引. 相似文献
262.
Continuous improvement in managing customer relationships is a necessity for companies wishing to remain competitive in today's global marketplace. The two studies presented herein respond to this need by developing and testing a new nomological net that features social presence and its moderators as antecedents to service satisfaction. Study 1 discovers that when service experiences are positive, social presence enhances service satisfaction. Study 2 examines the interaction between service experience valence, social presence type and self-construal prime. The results show that when an interdependent self-construal is primed, social presence (both in-group and out-group) increases service satisfaction (dissatisfaction) during a positive (negative) service encounter, whereas, when an independent self-construal is primed, social presence exerts little impact on service satisfaction. Managers can benefit from these findings by considering the impact of social presence as they design their servicescapes. 相似文献
263.
264.
Comparing the main effects and moderating effects of education among three models in IT service: a quantitative approach 总被引:1,自引:0,他引:1
This study examines the formation of relationship quality and loyalty for an ISP (Internet service provider). Three conceptual
models are tested for comparison. In the models, relational selling behavior, network quality, and service recovery indirectly
influence loyalty with an ISP through the mediation of relationship quality. That is, in model 1, relationship quality is
examined as a single construct, rather than the second-order construct comprising satisfaction and trust in model 2. In model
3, satisfaction and trust are examined as two different constructs. Customer education moderates several paths of the three
models. The moderating effects are simultaneously examined using data from customers of a Taiwan’s leading ISP. The test results
indicate that the influence of satisfaction on loyalty and that of network quality on satisfaction are stronger for low education
customers than high education customers, while the influence of trust on loyalty and that of network quality on trust are
stronger for high education customers than low education customers. Furthermore, the influences of relational selling behavior
and service recovery on satisfaction and trust are similar for both high education customers and low education customers.
Implications of the empirical findings are also discussed. 相似文献
265.
房屋租赁的替代效应与福利评价 总被引:2,自引:1,他引:1
租房还是买房是每位住房需求者需要面临的重大决策。本文通过建立代表性消贡者购房与租房决策选择模型,对代表性消费者不同住房决策间的相互影响进行了理论分析。并通过引入空间计量分析方法,以中国216个地级市2000年的统计数据为样本对理论分析结果进行了相关实证检验。结论显示,住房租赁市场的发展在空间上具有显著的外溢性,经济适用房的“不经济”引致了住房租赁市场的活跃。以全国和北京市的两次抽样为样本的回归结果显示,获得房屋的产权和提高居住面积均有利于增强住房者对生活的满意程度。 相似文献
266.
Rebekah Bennett Author Vitae Charmine E.J. Härtel Author Vitae Janet R. McColl-Kennedy Author Vitae 《Industrial Marketing Management》2005,34(1):97-107
This paper examines the relative influence of two key antecedents of brand loyalty—satisfaction and involvement and the moderating role of experience, using a sample of business buyers. The central argument of this paper is that the strength of the effect of these variables on attitudinal brand loyalty will vary with the level of customer experience with purchasing the service. Building on previous research which examined low-risk, customer product settings [Kim, J., Lim, J.S., & Bhargava, M. (1998). The role of affect in attitude formation: A classical conditioning approach. Journal of the Academy of Marketing Science 26 (2): pp. 143-152; Shiv, B., & Fedorikhin, A. (1999). Heart and mind in conflict: The interplay of affect and cognition in consumer decision-making. Journal of Consumer Research 26: 278], this study shows that for a high-risk setting, involvement with the service category will be more dominant in its influence on brand loyalty than satisfaction with the preferred brand. Furthermore, it was found that experience moderated the influence of involvement and satisfaction on attitudinal brand loyalty for a high-risk business-to-business service. This study provides new insights into the theory and practice of buyer behavior and business-to-business brands. 相似文献
267.
Joseph M. Spiteri Author Vitae Author Vitae 《Industrial Marketing Management》2004,33(8):675-687
The objective was to test a customer value variable, as operationalized by a modification of Ulaga and Eggert's scale, as a direct explanatory concept in predicting satisfaction, loyalty, and market performance in a hybrid veterinary pharmaceuticals market. The market was considered to be a hybrid because physicians purchase on behalf of their clients. The scale proved to be reliable and valid in a detail intensive market using 220 veterinary physicians as respondents. To achieve an acceptable structural equation modeling fit, the customer value variable had to be dropped. The final model indicated a direct influence by product, strategic, and personal benefits as well as perceived sacrifices on the dependent variables. Management implications of the study are described. 相似文献
268.
Jason B. MacDonald Author Vitae 《Industrial Marketing Management》2004,33(2):107-116
Sellers are embracing technology-mediated sales communication tools such as videoconferencing systems, cellular phones, web sites, and electronic data interchange (EDI) systems in an attempt to control selling costs while maintaining the personal touch. What is unclear at this point, however, is if investment in communication technology actually pays dividends for industrial suppliers. This research explores the topic by examining the effects of buyer satisfaction with the adoption of technology-mediated communication (STMC) on channel partner relationships. STMC is found to have significant, positive, direct effects on future intentions (FI). Furthermore, these effects are found to be partially mediated by trust and commitment. 相似文献
269.
主观变量是影响个体创新行为的重要因素。通过对16省份59家生物医药企业的问卷调查,探讨主动性人格、工作满意度、工作水平和组织任期等变量与员工创新行为的关系。结果发现,主动性人格对员工创新行为具有正向影响,工作满意度对二者关系具有非线性调节作用,工作水平和组织任期也起调节作用。 相似文献
270.