How situational circumstances modify the effects of frontline employees’ competences on customer satisfaction with the store

This article aims to analyze whether the effectiveness of frontline employees' competences (task and interaction) at managing customer satisfaction with the store differ depending on situational circumstances, specifically, on type of query (consultation vs. assistance) and store crowding. A qualitative study was used to investigate the importance of these two situational circumstances in sales encounters. Subsequently, the hypotheses were tested by a quantitative study based on a survey of 575 customers about their shopping experience. The findings indicate that the effect of frontline employees’ task competence on customer satisfaction increases when the store is crowded, while the effect of interaction competence is stronger in relation to consultation queries than to assistance queries. Important theoretical and practical implications for frontline employees and store managers are outlined.     

《产业组织经济学》课程创新性教学研究

产业组织经济学课程兼具理论性和应用性的特点,这一特点决定其教学方式可以采取更加丰富多彩的形式,相对于传统重理论、轻应用的教学方法,讨论式、案例式、情景式、实践式等创新性教学方法,更适应发展的需要,既能培养学生的创新思维能力,又能使学生主动参与,改善教学效果。     

现实人生的一种悲剧显现——浅谈铁凝小说里的残缺描写

铁凝小说把笔触直接指向深层的人生探索，揭示出现实生活的各种残缺，演出一幕幕现实人生的悲剧，作者借此呼唤真情，呼唤完美的人性。她的小说显现出物质残缺、身体残缺、文化残缺等种种残缺的境象。通过大团圆结局、几乎无事的悲剧、凡人的悲剧透露出她的作品的悲剧意蕴。挖掘出社会的落后与贫困、社会变革和社会动乱、封建意识和传统观念、个性泯灭与道德沦丧等造成残缺的原因。通过残缺的揭示体现出个体意识的觉醒、女性意识的复苏、对美好爱情的期盼、对完美人生的呼唤。     

情事变更的界定--兼论情事变更与商业风险之比较

情事变更原则是当代债法中最重要的法律原则之一。情事变更有其特定的适用条件,与商业风险在主 观要素、发生原因、发生时间、法律后果及合同遭受影响的后果方面存在区别。     

太原市高新企业融资与信用担保体系建设

目前,太原高新区许多企业处于初创阶段,由于融资能力不足导致发展受阻。文章通过分析太原市高新区信用担保的发展现状及存在的问题,提出要根据高新技术产业具有的效益外在性特点,借鉴国外发达国家和外省市开展担保业务的宝贵经验,建立一种政府扶持与高新技术企业互助相结合的高新企业信用担保机制。     

信息技术对高校图书馆工作的影响

文章通过介绍吉林交通职业技术学院图书馆自动化建设和网络化服务的情况,从图书馆的管理、服务和馆员三方面论述信息技术对高校图书馆工作的影响。     

英语教学法的主要学派

要了解当前的英语教学法有必要回顾一下过去的英语教学法，因为今天的英语教学法是从昨天的英语教学法的基础上发展起来的。     

浅谈旅游史教学中的情意教学

情意教学作为一种运用现代教育、心理学原理进行教学的新型方法,在当今大学生素质教育中显得非常必要。本文分析了旅游史教学运用情意教学的必要性和意义,探讨了制定旅游史情意教学目标的方法,提出了在旅游史教学中运用情意教学的具体构想,总结了实施情意教学应注意的问题。     

Corporate brand strategy formation: Brand actors and the situational context for a business-to-business brand

Prior literature on corporate branding in the business-to-business (B2B) context fails to provide insight into the dynamics of corporate brand strategy formation, despite the critical need for industrial organizations to move beyond a traditional understanding of brands. This article examines the corporate brand strategy formation of a European-based industrial organization by drawing on strategy-as-practice research and thereby identifying the brand actors who participate in corporate brand strategy formation, the construction of manifestations that subject the brand values to experience, and the situational context—all within a single, ongoing, recursive interaction process.