customer satisfaction
Customer satisfaction is the customer-to-business and enterprise product / service satisfaction. Customer satisfaction, the enterprise is a state of feeling, and feelings in such a state more likely to arouse trading activities. A commonly used statistical results are: a satisfied customer, six times in a dissatisfied customers more willing to continue to buy that product or service enterprises.
In an increasingly competitive, customer-oriented market environment, more and more companies began chasing the upgrading of customer satisfaction. However, many companies chasing the results were not satisfactory. We found that business if it is only the pursuit of customer satisfaction and often can not solve the ultimate problem, because very often, enterprises improve customer satisfaction, does not mean that corporate profits immediately improved. Only contributions to the company "profit" is a direct customer value customers. Moreover, the value of the profits of enterprises also contribute to the high and low points. Therefore, enterprises should operate on the scarce resources to optimize the allocation and concentrate on high-value enhancing customer satisfaction at the same time, we should also look at potential high-value customers, gradual increase their satisfaction. From all customer satisfaction, to the value of customer satisfaction, to the high-value customer satisfaction, the final key to the high-value customer satisfaction factors, it is enterprises to enhance the "customer satisfaction value in return," "process."
Customer loyalty
Customer loyalty from the concept of customer satisfaction leads to the concept of customer satisfaction is the result of a product brand or company's trust, and hope to maintain a repeat of psychological tendency. Customer loyalty is actually a continuity of customer behavior, customer loyalty, customer loyalty is the corporate level. Customer loyalty for the two forms of performance, is a corporate customer loyalty in the wishes of a customer loyalty is in the behaviour of enterprises. And general enterprises tend to be confused with two forms of this fact, a fundamental difference between the two, the former is not for the businesses themselves have a direct value of the enterprises while the latter is very valuable; The reason is very simple Customers only wishes, but no action, for enterprises of no significance. Enterprises should do is, first, to promote customers from "will" to "act" conversion; Second, through cross-selling and additional marketing to further enhance customer and business transactions frequency.
Customer satisfaction does not mean that customer loyalty, customer satisfaction is a kind of psychological satisfaction, in consumption is revealed by the attitude of, but customer loyalty is a continuous transactions, is to promote the occurrence of repeat customers. Measuring customer loyalty is the key indicators of customers (CustomerRetention), which describes enterprises and maintaining customer relationships length of time; customers share (CustomerShare), namely, the budget will be spent on the company's ratio. Data show that only the customer satisfaction is not enough. When a better product suppliers, large customers may change suppliers.
Satisfaction is measured by customer expectations and feelings, and customer loyalty reflect the purchase of future actions and purchase commitments. Customer satisfaction surveys customer purchase experience of the past views and ideas, can only reflect the past and not the future acts as a reliable forecast. Loyalty survey can predict what products customers want most, and when to buy, how many of these could have purchased sales.
Customer satisfaction and their actual purchase behavior is not necessarily directly linked, satisfied customers may not be able to guarantee that they will always be faithful enterprises, a repeat purchase behavior. In a "worthless customer satisfaction, customer loyalty Extreme priceless" (Cus tomer Satis faction Is Worthles s, Cus tomer Loyalty Is Priceles s) of the "customer loyalty" of the best-selling book, the author debate: "Customers satisfied with the worthless, because satisfied customers still buy the products of other enterprises. process of the transaction are satisfied with every aspect of the customer will be better because of the price of a replacement suppliers, customers and sometimes even though your products and satisfied with the service is not absolute, you have been able to lock the customer. "
For example, many users of Microsoft products such as the views and dissatisfaction, but if you change the use of other great products to pay the costs, they will always adhere to the use of Microsoft products. A recent survey found that about 25 per cent of mobile phone users to keep their phone numbers, the current contract would tolerate imperfect service providers and not to sign other telecommunications providers, but if one day they turn around at the same time be able to retain the original number, I believe that they will act immediately.
Loyalty must have access to a minimum level of customer satisfaction, in this horizon satisfaction, loyalty will be significantly decreased. However, customer satisfaction is not an important condition for customer loyalty!
Ooh, sometimes
The truth is harder than the pain inside, yeah
Ooh, sometimes
It's the broken heart that decides
At night BUT on Monday nights
试论佤族经济社会的发展战略 On the economic and social development strategy of the Va [Wa] Nationality
摘 要：佤族是我国云南省独有的同时也是跨境而居的民族，主要聚居在我国云南省南部边疆地区和缅甸佤邦。当前，在国家的大力扶持下，佤族经济水平较解放前有所提高，但情形仍不乐观，受历史、科技、资金、交通等因素以及不合理的开发和一些落后的发展决策的影响，使得佤族与外界的贫富差距逐渐增大。因此，必须用新的思想和策略来指导佤族经济社会的发展。
关键词：佤族；经济；社会；发展。
Abstract: The Wa people of Yunnan Province in China is also unique cross-border residents living in the nation, mainly live in southern China's Yunnan Province and Myanmar border areas Wa. Currently, the country's strong support, Wa improved economic level than before liberation, but the situation is still not optimistic, by the history, technology, finance, transportation and other factors as well as a number of irrational development and the impact of development decisions behind the making Wa gap with the outside world increases. Therefore, we must use new ideas and strategies to guide economic and social development Wa.
Key words: Wa; economy; society; development.
巧用计算机创新小学英语教育
在经济全球化的形势下,随着我国改革开
放的进一步深入和经济的迅速发展,英汉双语
教学日益红火。有关双语教学实践证明,多种
语言同时学习,更有利于学习者语言素养的提
高[1]。但是,由于我国汉语环境的限制,小学生
的初学年龄[2]、英语师资质量的欠缺以及小学
生专用的英语教辅材的缺乏等因素,影响了小
学生英语的兴趣,降低了教学质量[3]。
为了提高教学质量,在教学中大量使用电
脑辅助小学生学英语,把英语学习与电脑学习
结合在一起,以字母教学和电脑指法练习作为
儿童英语学习的切入点,通过英语和电脑双项
有机结合训练,使语言教学与技能训练有机结
合,手脑并用,既增强儿童对英文的记忆,又训
练儿童初步操作电脑的基本技能;在此过程中,
配合美妙的音乐旋律,寓教于“机”,寓教于
“乐”,可大大提高儿童英语学习兴趣和学习效
率,为小学英语素质教育提供了一种新型教学
方法。
一、手脑并用,以机代笔
传统小学英语教育中计算机只是英语教学
的一种辅助手段。这里的巧用计算机,是指在
传统媒体对教学作用基础上,在字母教学最初
阶段,通过键盘字母所在位置教学字母,让学生
手脑并用,以机代笔,真正做到英语教学与电脑
教学的完美结合。
字母教学是儿童英语学习乃至成人英语学
习中至关重要的一个环节,如果儿童英语教学
仅仅停留在一般简单的口语训练上,很难持续
下去作更深入地学习,因此恰恰是26个字母教
学是儿童英语学习中最重要的基础与关键。电
脑中指法练习使得这一学习变得轻松、活泼、自
由、充满生趣。以机代笔,从小便让他们使用现
代化的学习工具,培养儿童的现代化意识。当
孩子们好奇的大眼瞪着五颜六色的键盘进行各
种操作,他们所有的感官能够被充分地调动。
托尼.斯托克威尔说:“要想快速有效地学习任
何东西,你必须看它、听它和感觉它。”(《快速
学习的理论和实践》)传统儿童英语教学中正
因为缺乏这一充满趣味的“感觉”而显得枯燥、
单调、无味。电脑中的指法练习则在儿童接触
英语的最初一刹那就捕捉到每一位儿童好奇之
心,让他们在愉悦的身心活动、游戏中,不知不
觉走上了英语学习的人生历程。
字母教学与电脑指法练习相结合仅是方法
而非目的本身,其最终目标是为了讲说英语、学
习英语。儿童具有内语言倾向即天生的语言能
力,母语与非母语是相对的,越是儿童时期,这
种内在的语言能力越强(2岁左右),而正是这
种强大的内在语言能力在驱使并影响着儿童的
字母学习与指法练习,使这种训练以最快捷的
方式为语言学习服务。
二、字母教学打破思维定式
利用电脑键盘所在位置教学字母,改变了
传统的字母顺序教学方法,打破了学生思维定
式,有利于知识的掌握。传统的字母教学,一般
是将二十六个字母│a, b, c, d, e│,f g, h, ,i j│
k, ,l m, n│o, p, q, r│s, ,t u, v│w, x, y, z│分几
组来教学,只是简单地化难为易,既杂乱又没有
规律可循。其实小学三年级的学生,早已通过
汉语拼音的学习对26个字母的顺序熟记于心,
且用此顺序教学,易使汉语拼音的读音对英语
字母的学习产生负效应。因此当老师教授英文
字母的正确读音时,有的学生则根据已掌握的
字母顺序顺出字母的读音,从而再也没有耐心
跟老师认真模仿,而当老师再将字母顺序打乱,
让其认读时,有的学生却不能见其形,读其音,
要么将形状相近的字母读音混淆,如“i”和“j”,
“I”和“J”,“p”和“q”等等,要么读汉语拼音的
发音,如“a”读成“啊”、“j”读成“季”、“i”读成
“依”、“g”读成“咯”,有的学生几年英语学下
来,仍然认不全26个字母。而人民教育出版社
和新加坡泛太平洋出版有限公司合作出版的新
小学英语教材,则把26个字母按其读音分成│
a, h│,j k│e, b│c, d│g, p│,t v│,i y│o│u│
q│w│,f l│m, n│s, x, z│r│等,分十四课时
完成二十六个字母的教学,尽管也打破了字母
顺序教学的常规,但每课时学两、三个字母看来
容易,但是字母学习历时太长,难免前学后忘,
效果不十分理想。按照二十六个字母在键盘上
的位置,将字母分为│a, s, d, ,f g│h, ,j k, l│q,
w, e, r, t│y, u, ,i o, p│z, x, c, v, b│n,m│等六
组来教学效果则不同,每教一组字母时,都是先
教给学生字母的正确读音,然后让学生在键盘
上找字母,再在老师的示范下将手指与字母在
键盘上一一对应,然后老师朗读字母,学生边跟
读,边在键盘上用手指点击该字母,速度由慢到
快,由单一的左手到右手到左右手交替,到任意
字母,待熟练后,再用电脑上《CAI》指法练习的
软件和字母游戏软件进行按键练习,直至自由
练习,最后打单词、句子。通过一个阶段的学习
后,我们再将26个字母按发音规律,用不同的
颜色做成卡片,先让学生按顺序朗读,再将顺序
打乱,本以为会出现混淆,或认不得的现象,没
想到学生却个个字母发音准确,然后我们又将
同色字母让学生读出,并要求说出其中的发音
规律,学生读完一组字母后,纷纷举手说出其中
包含的一个共同的发音│ei│、│ai│、│:i│
等。由此可见,利用电脑改变传统字母教学顺
序的方法,便于知识的掌握,尤其在发音的准
确、辨别方面是任何其他方法无可比拟的。
三、多种感官协调配合
字母教学与电脑指法练习相结合使多种感
官协调活动,促进了学生的智力发展,同时也激
发了儿童的学习兴趣,情智统一发展自然得到
很好的体现。
以往的字母学习巩固是通过拼读单词来进
行的,如“face, f-a-c-e”,现在通过英文打字
练习,就可达到巩固目的,既丰富多彩,又快速
而令人激动,在认读字母的同时,使用电脑软件
进行按键指法练习,并使这一练习在单词、句型
学习时得到延伸,学什么,打什么,学生在练习
的同时,看到电脑屏幕上的正确的击键手指,字
母所在键盘的位置,听到了电脑指令的发音,如
“pressA(B…)”口中重复,手指在键盘上敲击,
大脑还要思考,搜索字母的位置等。这种能调
动多种感官参与的学习,无疑提高了学习的效
率,同时也激发了学生的学习兴趣,使所学知识
在应用中得到了进一步的巩固。
1981年的生理学诺贝尔奖获得者之一,美
国医学生理学家斯佩理教授发现,左脑的最大
特征是管理“语言中枢”,负责理解语言及数字
计算,它能将复杂的事务细分为单纯要素,有条
不紊地进行理化思维,也就是逻辑思维。右脑
负责处理旋律、音乐、图像和幻想即所谓创造性
的活动(形象思维)。心理学家的研究发现我
国7-10岁的儿童文字的辨认是左半球优势。
让儿童学英语的同时,进行电脑操作和各种游
戏就需要动用右脑,以及左右谐调开动的系统
活动,使学生大脑左右半球均势,有利于学生思
维的发展,特别是右脑能积极活跃起来。又如
我们在教动物名词时(共有二十个),先由媒体
播放一组动物图像,请“学生对子(2个学生)”
上台,一个模仿,另一个用英语猜名称,然后伴
随着动物的叫声,媒体展示该英语单词,教师组
织学生认真模仿,启发学生归纳其读音,再让学
生模仿小动物的样子、叫声,到讲台前表演,最
后再唱带有声、形、文的卡拉OK歌曲《This IsA
Cat》。这种不断变化的学习形式、方法,调动了
多种器官。同时也提高了儿童的学习兴趣,使
他们锻炼得耳更聪、目更明、手更巧、心更灵。
为高智能新人的成长奠定了生理和心理基础。
四、音乐、节奏的教学模式
歌曲、童谣可训练儿童的语言模仿能力,而
它们的节奏、音乐又能使儿童情绪愉快,促进情
感与美感等心理品质的发展,有利于学生心理
素质的全面发展。
儿童在母亲的怀腹之中即一直生活在节奏
之中,胎儿在羊水中波荡,胎儿大脑随着母亲的
呼吸、心跳节奏而不断发育,胎儿与生俱来就生
活在大自然的美妙节奏之中。事实上成功的儿
童英语教学往往少不了音乐、歌曲。为了验证
音乐对英语教学的辅助性作用。在指法练习
中,我们可以把学生分成两大组,一组在练习时
播放音乐《Do,Re,Me》,而另一组则不配音乐。
实验初步发现:播放音乐的一组,学生随着音乐
有节奏、有序地而整齐的练习,而未播放音乐的
一组则很难组织,效率差,这说明音乐节奏在儿
童指法练习中作用较大。学习字母也同样如
此。在指法教学中让孩子想象自己在弹钢琴,
只不过弹出的不是音符而是字母,弹到哪个字
母就把哪个字母唱出来,如1234554321(asdfgg-
fdsa)用简单音阶唱出字母所在键盘的顺序,儿
童们完全为这一鲜明的节奏所感染所陶醉,他
们的手、口、眼、脚、身体每一部分,尤其是他们
的大脑和心灵都一直处于有节奏的音乐之中,
特里怀特.韦布说“音乐是通向记忆系统的州
际高速公路”,保加利亚心理学家、教育家乔
治.罗扎诺夫从20世纪50年代开始的研究表
明“我们每个人都有一种‘最佳的学习状态’”。
他说“出现心跳,呼吸频率和脑波流畅地同步
之时,身体是放松的,而头脑注意力集中并准备
接受新的信息”。因此歌曲教学是儿童乃至成
人语言学习的一个重要方法。
要提高小学生全面英语素质,必须找出小
学生能够接受的不同于成人教学的新方法。计
算机辅助教学以其鲜明的教学特点、丰富的教
学资源、形象生动的情境,充分调动学生的主体
作用,使学生在学习中真正成为信息处理的主
体和知识的主动建构者,有利于改革传统的课
堂教学方法,培养学生自主学习能力,并实现小
学生全面英语教育的现代化。笔者在小学英语
教学中,巧用计算机及相关教学辅助光盘,增强
了小学生的学习兴趣,提高了学习成绩及效率,
为儿童英语学习找到了较好的学习方法,为小
学英语素质教育提供了一种新的教学模式。
参考文献:
[ 1 ] 柳袁照.双语教育:学校发展的必然选择[J].教育
发展研究. 2004(1): 31-33.
[ 2 ] 左焕琪.试论外语教学的起始年龄问题[J].华东
师范大学学报(教育科学版), 1996(4): 55-61.
[ 3 ] 郑书林,田震华,李义举.构建小学双语教学课程
体系的研究与实践[J].教育理论与实践, 2006, 26
(2): 62-64.
