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In a competitive environment that increasingly awards a clever approach to customer relationship management (CRM), firms need to systematize the way they interact with their customers. The relationships that often lay in the hands of managers and salespeople need to be thoughtfully organized to maximize both customer satisfaction and the effectiveness of the marketing efforts. CRM software packages can be an answer to organize and systematize the management of such commercial relationships. However, decision makers may not have the time and the competencies to identify the most suitable solution for their needs, among the hundreds existing, and may ultimately resort to an external expert. Since the existing methods to select a CRM software package suffer from several limitations, this article introduces a novel four‐step method allowing to actively involve the decision makers in the CRM software package selection, simultaneously minimizing the effort requested to them and maximizing the extent to which the final choice suits their specific needs and preferences. The method resorts to a coordinated use of the analytic hierarchy process and of its fuzzy adaptation. The article also presents an exemplification of the method in a small Italian firm.  相似文献   
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Although previous studies have generally explored the important role played by customers' negative feedback in shaping employees' behaviour, these studies have only briefly discussed the one-sided effects of such feedback on employees' cognition or emotions. In addition, previous studies have not discussed in depth whether customers' negative feedback has both positive and negative effects. Based on the theoretical background of the cognitive–affective processing system, we constructed a dual-path model of the impact of customers' negative feedback on job crafting via both cognitive and affective paths and investigated the moderating effect of the error management climate in this context. A three-stage survey design was used to examine these assumptions by referencing data collected from 382 frontline employees working in various tourism and hospitality companies. In line with our expectations, we found that customers' negative feedback can have a double-edged sword effect via these two paths and that the error management climate moderates this dual-path mechanism. We conclude this research by discussing the theoretical and practical implications of our findings.  相似文献   
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The rise of home-based teleworking and the ageing of the workforce constitute two major trends impacting the future of work. Managing these trends well requires a good understanding of how worker age and telework intersect and which mechanisms link age and telework outcomes. We integrated perspectives of boundary theory and the lifespan model of selection, optimization, and compensation and investigated in two studies the relationship between employee age and two telework outcomes (work–life balance and unfinished tasks) as mediated by boundary management tactics aimed at segmenting work and nonwork roles. Across Study 1 (a two-wave study with 172 teleworkers) and Study 2 (a three-wave study with 282 teleworkers), we found positive associations between age and use of segmenting boundary management tactics during telework. We further identified indirect effects of age on higher productivity in terms of fewer unfinished tasks (both studies) and better work–life balance (Study 2) through boundary management tactics use. Robustness checks indicated that age effects remain significant after controlling for a number of demographic characteristics, work and home demands, motivational factors, and self-regulatory skills. Findings suggest that older workers effectively navigate the blurred work-nonwork boundaries in home-based telework using self-regulatory behaviour that supports positive telework outcomes.  相似文献   
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This study reports on the predictive value and clinical usefulness of the Dutch parental version of the Dental Subscale of the Children's Fear Survey Schedule (CFSS-DS). Parents of 718 children (4–12 years) completed this CFSS-DS version before or during the child's visit. The dentist rated the child's dental fear during treatment on a 5-point Likert-type Scale from 1 (not afraid at all) to 5 (very afraid). Reliability analysis was performed, and correlation coefficients between the two measures were calculated. The reliability of the scale proved to be high (Cronbach's = .93) and significant correlation coefficients were found (r = .58 and r = .68, p < .01). The negative predictive value of the CFSS-DS was high (.96), whereas its positive predictive value was relatively low (0.41). It was concluded that the CFSS-DS might be of clinical value as a screening device of dental fear, whereas its predictive value of fearful behavior should not be overestimated.  相似文献   
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Parenting and family stress treatment outcomes in the MTA study were examined. Male and female (579), 7–9-year-old children with combined type Attention Deficit Hyperactivity Disorder (ADHD), were recruited at six sites around the United States and Canada, and randomly assigned to one of four groups: intensive, multi-faceted behavior therapy program alone (Beh); carefully titrated and monitored medication management strategy alone (MedMgt); a well-integrated combination of the two (Comb); or a community comparison group (CC). Treatment occurred over 14 months, and assessments were taken at baseline, 3, 9, and 14 months. Parenting behavior and family stress were assessed using parent-report and child-report inventories. Results showed that Beh alone, MedMgt alone, and Comb produced significantly greater decreases in a parent-rated measure of negative parenting, Negative/Ineffective Discipline, than did standard community treatment. The three MTA treatments did not differ significantly from each other on this domain. No differences were noted among the four groups on positive parenting or on family stress variables. Results are discussed in terms of the theoretical and empirically documented importance of negative parenting in the symptoms, comorbidities and long-term outcomes of ADHD.  相似文献   
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Most of the existing research on outcomes of job insecurity has identified individual-level burdens such as reduced attitudinal attachments toward work and well being. Far fewer studies have examined work-related outcomes that are of substantial concern to organizational success. In this paper, we investigated four new work-related outcomes of job insecurity that are part of the literature on key account management (KAM): customer performance, effectiveness with customers, adaptiveness to changing competitive conditions, and esprit de corps. A total of 353 U.S. based employees participated. The findings of this research suggest that job insecure workers perceive their organizations to be ineffective in delivering on all four KAM outcomes.  相似文献   
28.
We evaluated an outcome management program for increasing choice opportunities provided by 2 job coaches for 5 supported workers with severe multiple disabilities in a community job. The program involved specifying and monitoring behavioral outcomes among workers and staff, training staff, and supportive and corrective feedback. Increased choice provision occurred for both job coaches across a 1-year period. Results indicate how outcome management can help translate advances in choice research into routine practice.  相似文献   
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The Comprehensive Services Act for At Risk Youth and Families of Virginia (CSA), is a service, funding, and organizational reform initiative designed to improve the provision of child centered and family focused services within a community setting. We conducted this study in order to assess the feasibility of applying utilization management principles to the CSA in order to improve the appropriateness, quality, and cost effectiveness of this service delivery system. Data were gathered through focus groups, surveys, clinical profiling, and analysis of costs, and service utilization. While overall program costs increased since inception of the program, the costs per child served rose less than the rate of inflation. CSA appeared to be serving children with a high degree of emotional and behavioral difficulties. There was considerable variation among localities in placement patterns. A majority of survey and focus group respondents were willing to consider the application of utilization management principles to the CSA as long as decision making remained within localities. We concluded that there is a constructive role for utilization management approaches to improve the appropriateness and quality of services as well as enhancing efficiency in child mental health.  相似文献   
30.
We evaluated the effectiveness of a staff training and management package on nutritional practices in two community-based group homes serving adults with developmental disabilities. Food storage, menu development, and meal preparation were trained in a multiple baseline format, followed by supervisor feedback. All staff behaviors increased after training and were maintained for up to 1 year. Biological indices reflected collateral improvements in the health of consumers, and surveys of staff and parents established social validity.  相似文献   
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