顾客期望管理及其对旅行社员工认同感、胜任感、责任感的影响——以广州为例

本文从员工角度对广州两家大型旅行社的顾客期望管理措施进行调查,通过实证研究的方式深入分析顾客期望管理的构成因素,并在此基础上探讨了顾客期望管理措施对员工的企业认同感、工作胜任感、工作责任感的影响。研究结果表明：顾客期望管理由评估与分析顾客需求、培训和激励员工、给予顾客正确期望等3个因子构成;顾客期望管理措施对员工的企业认同感、工作胜任感、工作责任感有显著的影响。     

以作品《小白菜》为例浅谈声乐演唱艺术中情感的表现

声乐演唱艺术是最情感化的艺术。情是一切艺术之所以感人的根茎,情感是歌唱艺术的灵魂。歌唱时只有做到了声情并茂,才能发挥出作品的全部艺术感染力。本论文结合作品《小白菜》,浅谈声乐演唱艺术中情感的表现。     

宾馆员工工作满意感影响因素研究——人工神经网络方法

本文采用实证的方法,通过因子分析、人工神经网络方法和逻辑回归分析,对宾馆员工工作满意感的影响因素及其影响程度进行研究。本项研究得出以下结论：（1）宾馆员工工作满意感的影响因素有8类,在这8类影响因素中,工作本身对员工工作满意感的影响最大,其后依次是主管管理风格、宾馆政策及实施、同事关系、宾馆经营、个人能力发挥、培训与晋升、工作报酬;（2）人工神经网络方法的预测正确率高于回归分析方法的预测正确率,并且前者的模型拟合优度要优于后者,这说明人工神经网络方法在分析宾馆员工工作满意感时,优于回归分析方法。     

内部营销和内部服务质量对外部服务质量的影响

管理人员应明确员工的工作任务、评估员工的服务质量、指导员工工作、关心员工、高度重视员工培养工作,各个职能部门之间的相互服务质量、员工之间的相互服务质量都会直接或间接地影响宾馆的外部服务质量。作根据数据分析结果,对宾馆管理人员如何加强内部服务质量管理提出了一系列建议。     

宋蒙鄂州之役期间的"议和"问题新探

鄂州之役是宋蒙战争中的一次重要战役,对宋蒙双方后来的历史发展有很大影响.忽必烈在蒙哥去世后选择率军进攻鄂州,但遭到南宋顽强抵抗,未能攻克.结合对相关史料的考察,贾似道确曾派人与蒙古进行议和活动,但其目的不在求和而在于打探军事情报.双方进行过几次交涉,但谈判尚未完成,忽必烈就秘密北撤.因此,"鄂州议和"确有其事,并非蒙古方面刻意编造的说法.贾似道出于掩饰鄂州议和而拘禁郝经使团的说法早在元成宗时期就已经基本成形.     

THE ONTOLOGY OF CAPITAL: ON THE SHARED METHODOLOGICAL LIMITS OF MODERNIZATION THEORY AND ITS CRITICS

This article argues that critical scholarship in historical studies has not overcome the methodological limits of modernization theory for failing to question the ontological principles that construct its object of analysis. I call these principles the “ontology of capital” and explicate them through Bourdieu's conceptualization of the field and capital. I argue that this ontology is established according to a distribution model in which social entities come into the analysis with the amount and value of the capital they hold. This model grasps all social relations in the form of competition, and actors and actions enter into the analysis only when they are involved in such relations. I then analyze Bernard Lewis's The Emergence of Modern Turkey, which is written explicitly from a modernization perspective, to show how the principles of the “ontology of capital” operate in this text. The analysis focuses on how sociohistorical facts are constructed through selection and articulation of empirical evidence that become meaningful only on the basis of this ontology. The aim of this analysis is to show the ontology of capital that constructs the object of analysis in Lewis's text rather than the Eurocentric, teleological, and elitist character of his analysis of history that critics in recent decades have addressed as problems of the modernization paradigm. Based on this, I argue that for a productive critical approach, relational analysis, which characterizes critical scholarship in contrast to essentialism, also has to consider the ontological principles in a historical work to overcome methodological limits. The failure to interrogate this ontology leads to an analytical separation in critical scholarship between the analysis of historical reality and of alternatives to this reality. This separation not only produces a dehistoricized analysis of the present from a critical perspective, but also turns the alternatives into utopian models.     

我国年轻旅游者的网络信息搜索行为研究——以广州高校学生为例

随着互联网在中国的迅速普及,互联网正成为旅游业重要的营销和电子交易工具.与此同时,自助游的崛起,也使旅游电子商务越来越受到年轻旅游者的青睐.但是,目前我国关于旅游者网络消费行为的研究仍不多.本文在前人研究的基础上,分析了年轻人(中国网民最主要的组成部分)的网络信息搜索行为特点.通过对广州中山大学和华南理工大学的在校学生的问卷调查,得出两所高校学生关于旅游网络信息搜索行为的一些特征与偏好,并对我国旅游网站的定位与建设提出了一些建议.