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Stefania Fantinelli, Teresa Galanti, Gloria Guidetti, Federica Conserva, Veronica Giffi, Michela Cortini and Teresa Di Fiore
With the increasing complexity and dynamism of the modern work experience, the importance of the psychological contract has become increasingly clear. Organizations and researchers alike have recognized the implications of this contract for employee perf...
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Teresa Gonçalves, Rute Veladas, Hua Yang, Renata Vieira, Paulo Quaresma, Paulo Infante, Cátia Sousa Pinto, João Oliveira, Maria Cortes Ferreira, Jéssica Morais, Ana Raquel Pereira, Nuno Fernandes and Carolina Gonçalves
This paper presents an analysis of the calls made to the Portuguese National Health Contact Center (SNS24) during a three years period. The final goal was to develop a system to help nurse attendants select the appropriate clinical pathway (from 59 optio...
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Gabriele Papadia, Massimo Pacella, Massimiliano Perrone and Vincenzo Giliberti
The paper deals with the analysis of conversation transcriptions between customers and agents in a call center of a customer care service. The objective is to support the analysis of text transcription of human-to-human conversations, to obtain reports o...
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Jeong-Hyun Yoon, Dong-Ham Kim, Sang-Woong Yun, Hye-Jin Kim and Sewon Kim
Container terminals are at the center of global logistics, and are highly dependent on the schedule of vessels arriving. Conventional ETA records from ships, utilized for terminal berth planning, lack sufficient accuracy for effective plan implementation...
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Moo-Kyeong Jeon, HyunJoong Yoon and Yuha Yang
This research was designed to test and extend the model of emotional dissonance. Previous models of emotional dissonance, such as the Job Demand-Resource (JD-R) and the Stress-Strain-Outcome (SSO) models, are limited in that they do not account for the i...
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Shirish Singh, Florence Laker, Najib L. Bateganya, Allan G. Nkurunziza, Swaib Semiyaga and Damir Brdjanovic
Various business models for fecal sludge emptying and transport have been developed to address challenges and their advantages have been documented; however, their evaluation has not been investigated. This study developed an evaluation framework, which ...
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Tomohiro Saito, Ryuichi Shibasaki, Shinsuke Murakami, Kenmei Tsubota and Takuma Matsuda
This study applied graph theory to conduct an empirical analysis of the evolution of global maritime container shipping networks, mainly focusing on the 1970s. In addition to analyzing the change in overall structures of the networks over the long term (...
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Murad Huseynli, Udo Bub and Michael Chima Ogbuachi
This paper outlines the path towards a method focusing on a process model for the integrated engineering of Digital Innovation (DI) and Design Science Research (DSR). The use of the DSR methodology allows for achieving both scientific rigor and practical...
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Gabriele Papadia, Massimo Pacella and Vincenzo Giliberti
This paper focuses on the automatic analysis of conversation transcriptions in the call center of a customer care service. The goal is to recognize topics related to problems and complaints discussed in several dialogues between customers and agents. Our...
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Masiala Mavungu
This paper addresses the modeling and the control of an autonomous bicycle robot where the reference point is the center of gravity. The controls are based on the wheel heading?s angular velocity and the steering?s angular velocity. They have been develo...
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