Group is two or more individuals interacting with each other to accomplish a common goal. Team is a mature groups with a degree of member interdependence and motivation to achieve a common goal. McGraw-Hill/rwin

Stress: A Stimulus or Response Stimulus Response Treats stress as some The consequence of the characteristic or interaction between and event that may result

DESCRIBE the relationship between job design and quality of work life. IDENTIFY the key elements linking job design and performance. DEFINE the term job analysis. .COMPARE the job design concepts of range and depth

Purposes of Evaluation Judgmental Orientation Developmental Orientation e Provide a basis for reward Stimulate performance allocation Improvement Identify high-potential Develop ways of overcoming employees obstacles and performance barriers

Motivation DESCRIBE the three distinct components of motivation. IDENTIFY the need levels in Maslow's hierarchy. EXPLAIN Alderfer's ERG Theory. COMPARE motivators and hygiene factors DISCUSS the factors that reflect a high need for achievement. DEFINE the key terms in expectancy theory. DISTINGUISH between inputs and outputs in equity theory

Individual Differences The ASA framework Attraction Organizational Behavior Attrition McGraw-Hill/Irwin Copyright 2002 by The McGraw-Hill Companies, Inc. All rights reserved

DEFINE the terms organizational culture socialization. and career OEXPLAIN it is too simplistic to assume tha managers can state that they are creating a firm's culture ODESCRIBE the relationship between a society's culture and organizational culture OIDENTIFY specific practices and programs used by organizations to facilitate socialization

ODISCUSS the importance of human resources to organizational success ODESCRIBE the discipline that have contributed to the field of organizational behavior DISCUSS the importance of understanding behavior in organizations EXPLAIN the goal approach to defining and measuring effectiveness EXPLAIN the relationship between quality and organizational effectiveness

第1章电子商务物流管理导论 第2章电子商务物流市场 第3章电子商务物流技术与设备管理 第5章采购与储存管理 第6章包装与装卸搬运管理 第7章电子商务物流配送管理 第8章物流信息管理 第9章电子商务与国际物流 第10章电子商务物流客户关系管理 第11章物流成本管理 第12章供应链管理 第13章物流管理方法简介

第10章电子商务物流客户关系管理 10.1电子商务物流客户关系管理概述 10.2EC有效客户反应 10.3电子商务物流客户关系管理系统