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Impact of technology-Based Self-Service on Employees, Customers, and Sales in the Korean Services Market

Journal of business market management 2009年第3期3卷 171-183页

作者： Lee, Yeonhee Kim, Sooyoung Yoo, Jinsook Technology Innovation & Management Graduate Program Pohang University of Science and Technology Pohang South Korea

For service providers, efficient production and delivery is becoming increasingly important. If customers can play the role of partial employees when participating in the service production and delivery, service providers can reduce the workload and achieve higher productivity. This study’s purpose is to investigate the impact of technology-based self-service (TBSS) which is designed for improvement of operational efficiency of service organizations on employees, customers, and sales, especially focused on South Korea’s service market. In-depth interviews with managers of large service providers and a questionnaire survey of employees were used as the research method. Our findings indicate that technology-based self-service positively influences employee satisfaction, but it provides disadvantages in sales, and in customer satisfaction when the services fail. Moreover, some interesting results were identified. We present the details of the statistical results and the implications found from the study.

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The development and implementation of an expanded capstone design experience by replacing an internship course

The development and implementation of an expanded capstone d...

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2009 ASEE Annual Conference and Exposition

作者： Horton, E. Delbert Elam, Matthew Cranor, Ben Texas A and M University Commerce United States Department of Industrial Engineering Department of Industrial Engineering and Technology Texas A and M University Commerce United States Technology Management Graduate Program Texas A and M University Commerce United States

The Industrial Engineering (IE) program at the authors' university receives continued feedback from industry, the IE program Industry Advisory Board (IAB), and student evaluations. This feedback indicated the program needed to provide the senior-level students with a more realistic industry experience. Currently, the IE internship course, IE 471, and Industrial Systems Design (IE capstone course), IE 495, are in the IE program curriculum to introduce and provide the senior engineering student an insight into the industrial world. These two courses were evaluated according to the continuous improvement plan for the Accreditation Board for Engineering and technology (ABET) and changes were recommended. The IE 471 Internship is offered to give students an occupational experience in an industrial facility. Students and faculty have experienced several disappointing obstacles in executing this IE 471 internship course, including students being unable to convince industry to hire them for an internship course. The students in the authors' IE program are generally nontraditional students. They are generally older students with family and other responsibilities in addition to their education goals. They are generally working 40 hours per week to support the family and meeting a full-time student curriculum. These students are reluctant to give up their current employment and to work for one semester as an intern. These internships are at minimum wage without benefits for the student and his/her family. The student's current job may not be available when he/she returns after the internship. The disappointments the faculty experience stem from students requesting the faculty advisor to consider using their current job responsibilities as their internship. For example, the student may be working as a sales clerk at a cell phone retail store. This position would have no engineering problems or experience. This paper focuses on the development and implementation of a replacement

关键词： Students

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Sample average approximation approach to multi-location transshipment problem with capacitated production

Sample average approximation approach to multi-location tran...

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2009 Winter Simulation Conference, WSC 2009

作者： Özdemir, Deniz Yücesan, Enver Herer, Yale T. Graduate Program in Systems Engineering Universidad Autónoma de Nuevo León San Nicolás de Los Garza N.L. 66450 Mexico Technology and Operations Management Area INSEAD Boulevard de Constance 77305 Fontainebleau Cedex France Faculty of Industrial Engineering and Management Technion Israel Institute of Technology Haifa 32000 Israel

ISBN: (纸本)9781424457700

We consider a supply chain, which consists of N stocking locations and one supplier. The locations may be coordinated through replenishment strategies and lateral transshipments, i.e., transfer of a product among locations at the same echelon level. The supplier has limited production capacity. Therefore, the total amount of product supplied to the N locations is limited in each time period. When total replenishment orders exceed total supply, not all locations will be able to attain their base stock values. Therefore, different allocation rules are considered to specify how the supplier rations its limited capacity among the locations. We team up the modeling flexibility of simulation with sample path optimization to address the multilocation transshipment problem. We solve the sample average approximation problem by random search and by gradient search. With this numerical approach, we can study problems with non-identical costs and correlated demand structures. ©2009 IEEE.

关键词： Location

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Data concealment scheme for HTML documents based on color code

Data concealment scheme for HTML documents based on color co...

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IIH-MSP 2009 - 2009 5th International Conference on Intelligent Information Hiding and Multimedia Signal Processing

作者： Lee, Chin-Feng Chen, Hsing-Ling Department of Information Management Chaoyang University of Technology 168 Jifong E. Rd. Wufong Township Taichung County 41349 Taiwan Graduate Institute of Informatics Doctoral Program Chaoyang University of Technology 168 Jifong E. Rd. Wufong Township Taichung County 41349 Taiwan

ISBN: (纸本)9780769537627

Since networks have progressed remarkably, there is countless information available on the World Wide Web. Generally, this information is formatted as an HTML document. Hence, this paper provides a data concealment scheme for HTML documents based on color code. Our proposed scheme not only avoids increasing the cover file size but also prevents the steganalytic techniques to detect. In addition, the extraction secret data will be meaningless without the assistance of secret key provided. © 2009 IEEE.

关键词： HTML

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Sample average approximation approach to multi-location transshipment problem with capacitated production 09

Sample average approximation approach to multi-location tran...

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Simulation Winter Conference

作者： Deniz Özdemir Enver Yücesan Yale T. Herer Graduate Program in Systems Engineering Universidad Autónoma de Nuevo León San Nicolas de los Garza Nuevo Leon Mexico Technology and Operations Management Area INSEAD Fontainebleau France Faculty of Industrial Engineering and Management Technion-Israel Institute of Technology Haifa Israel

ISBN: (纸本)9781424457717

We consider a supply chain, which consists of N stocking locations and one supplier. The locations may be coordinated through replenishment strategies and lateral transshipments, i.e., transfer of a product among locations at the same echelon level. The supplier has limited production capacity. Therefore, the total amount of product supplied to the N locations is limited in each time period. When total replenishment orders exceed total supply, not all locations will be able to attain their base stock values. Therefore, different allocation rules are considered to specify how the supplier rations its limited capacity among the locations. We team up the modeling flexibility of simulation with sample path optimization to address the multi-location transshipment problem. We solve the sample average approximation problem by random search and by gradient search. With this numerical approach, we can study problems with non-identical costs and correlated demand structures.

关键词： Production Costs Optimization methods Modeling Inventory management technology management Engineering management Silver Design optimization Analytical models

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Architecture and organization: Structure, text and context

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Culture and Organization 2009年第3-4期15卷 382-384页

作者： Allen, Barbara Höpfl, Heather Director of the Graduate Program in Science and Technology Studies Virginia Polytechnic Institute and State University United States Department of Accounting Finance and Management University of Essex United Kingdom

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Effect of bovine colostrum on the growth inhibition and differentiation of human leukemic U937 cells

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Journal of the Science of Food and Agriculture 2009年第6期89卷 965-969页

作者： Ma, Chia-Yu Kung, Hua-Ting Chen, Jian-Nan Chang, Chi-Yue Chang, Huang-Min Wu, James Swi-Bea Department of Restaurant Management Technology and Science Institute of Northern Taiwan Taipei City 112 Taiwan Graduate Institute of Food Science and Technology National Taiwan University Taipei City 106 Taiwan Department and Graduate Program of Bio Industry Technology Dayeh University Changhua 51591 Taiwan

BACKGROUND: Colostrum is the breast milk of female mammals produced within in a short time after giving birth. It is thought to protect neonates from infection as well as to facilitate immune system maturation. In this study the effect of bovine colostrum on the proliferation and differentiation of human leukemic U937 cells was investigated to understand more about its immunomodulatory activity. RESULTS: Human mononuclear cells (MNCs) were stimulated with bovine colostrum (CS) and then filtered to obtain a conditioned medium (CM) (CS-MNC-CM). CS-MNC-CMs prepared with day 1 to day 4 colostrums inhibited U937 cells by 39.4-64.4%. The expressions of surface markers CD11b and CD14 on U937 cells in the treated groups were 30.6-33.5% and 40.0-42.6% respectively. High levels of cytokines IL-1β, IFN-γ and TNF-α were detected in CS-MNC-CMs. CONCLUSION: Evidence indicates that colostrums stimulate human MNCs to secrete cytokines IL-1β, IFN-γ and TNF-α which subsequently inhibit the growth of U937 cells and induce their differentiation into mature monocytes and macrophages. There is a possibility for bovine colostrum to be processed into an anti-leukemia ingredient for use in health foods. © 2009 Society of Chemical Industry.

关键词： Antitumour Colostrum Cytokine Differentiation Leukemic cell Mononuclear cell

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Thermal characteristics and regeneration analyses of adsorbents by differential scanning calorimetry and scanning electron microscope

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Journal of Thermal Analysis and Calorimetry 2009年第3期96卷 765-769页

作者： Su, Chung-Hwei Wu, Sheng-Hung Shen, Sun-Ju Shiue, Gong-Yih Wang, Yih-Weng Shu, Chi-Min Department of Fire Science WuFeng Institute of Technology 117 Chian-Kuo Rd. Sec. 2 Min-Hsiung Chia-Yi 62153 Taiwan Doctoral Program Graduate School of Engineering Science and Technology National Yunlin University of Science and Technology 123 University Rd. Sec. 3 Douliou Yunlin 64002 Taiwan Department of Occupational Safety and Health ChiaNan University of Pharmacy and Science 60 Erh-Jen Rd. Sec. 1 Tainan 71710 Taiwan Department of Chemical Engineering and Biotechnology Hsiuping of Technology 11 Gongye Rd. Dali Taichung 41280 Taiwan Department of Occupational Safety and Health Jen-Teh Junior College of Medicine Nursing and Management 1 Jen-Teh Rd. Houlong Miaoli 35601 Taiwan

Volatile organic compounds (VOCs) are the main factors involved in pollution control and global warming in industrialized nations. Various treatment methods involving incineration, adsorption, etc., were employed to reduce VOCs concentration. Various absorbents, such as activated carbon, zeolite, silica gel or alumina, and so on were broadly used to adsorb VOCs in various industrial applications. Differential scanning calorimetry (DSC) was handled to analyze the thermal characteristics of absorbents. Typically, a scanning electron microscope (SEM) has been used to evaluate the structure variation of absorbents under high temperature situations. In view of pollution control and loss prevention, versatility and analysis of recycled adsorbents are necessary and useful for various industrial applications. © 2009 Akadémiai Kiadó, Budapest, Hungary.

关键词： Zeolites

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Hazard evaluation for redox system of cumene hydroperoxide mixed with inorganic alkaline solutions

Hazard evaluation for redox system of cumene hydroperoxide m...

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作者： Hou, H.-Y. Duh, Y.-S. Lee, W.-L. Shu, C.-M. Department of Occupational Safety and Health Jen-Teh Junior College of Medicine Nursing and Management 1 Jen-Teh Rd. Houlong Miaoli 35664 Taiwan Department of Occupational Safety and Health and Graduate Program Chung Shan Medical University 110 Sec.1 Jianguo N. Rd. Taichung 40201 Taiwan Process Safety and Disaster Prevention Laboratory Department of Safety Health and Environmental Engineering National Yunlin University of Science and Technology 123 University Rd. Douliou Yunlin 64002 Taiwan

In petrochemistry, dicumyl peroxide (DCPO) is used in various resins for improving physical properties, which was produced by cumene hydroperoxide (CHP) with oxidization reaction, redox reaction, and dehydration reaction. The reactant, CHP, is a typical organic hydroperoxide and has been intrinsically unstable and reactive due to its bivalent -O-O- structure which can be broken readily with bond-dissociation energy. This sequence on sensitive study aimed at the thermal hazard evaluation for the reactive and incompatible characteristics of CHP mixed with various inorganic alkaline solutions. Differential scanning calorimetry (DSC) and vent sizing package 2 (VSP2) were used to analyze the thermal hazards and runaway reaction of redox system, such as decomposition of CHP in cumene solution and CHP react with inorganic alkaline solutions, exothermic onset temperature, peak power, heat of decomposition of dynamic scanning tests, adiabatic self-heating rate, pressure rise rate, maximum temperature, maximum pressure of reaction system, etc. The results of the tests have proven helpful in establishing safe handling, storage, transportation, and disposal guidelines. © 2009 Akadémiai Kiadó, Budapest.

关键词： Redox reactions

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Human affordance

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International Journal of Web Based Communities 2009年第2期5卷 255-272页

作者： Ihara, Masayuki Kobayashi, Minoru Sakai, Yoshinori Research and Development Department Core Technology and Program Management Division NTT Comware Corporation 1-6 Nakase Mihama-ku Chiba 261-0023 Japan NTT Cyber Solutions Laboratories NTT Corporation 1-1 Hikari-no-oka Yokosuka 239-0847 Japan Department of Communications and Integrated Systems Graduate School of Science and Engineering Tokyo Institute of Technology 2-12-1 Ookayama Meguro-ku Tokyo 152-8550 Japan

Our final goal is to utilise a cognition viewpoint for the engineering of a better design of human communication tools. In this paper, we extend the concept of affordance to cover human-to-human communication and propose the novel concept of 'human affordance', which is afforded from humans, not artefacts. As one possible utilisation of the concept, we introduce the example of affordance in evaluating the strength of agreement/disagreement phrases. In text-based communication, it is important for mutual understanding to effectively afford information about how a person feels about the text itself. This paper presents experimental results on over/underestimation in understanding the strength of agreement/disagreement in text-based communication. The human affordance identified in typical agreement/disagreement phrases is analysed in order to explore how to better augment human affordance in text-based communication. Copyright © 2009, Inderscience Publishers.

关键词： Affordance augmentation Agreement/disagreement Human affordance Over/underestimation Text-based communication

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