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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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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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Dylan Rees, Richard C. Roberts, Roberts S. Laramee, Paul Brookes, Tony D?Cruze and Gary A. Smith
The contact center industry represents a large proportion of many country?s economies. For example, 4% of the entire United States and UK?s working population is employed in this sector. As in most modern industries, contact centers generate gigabytes of...
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Roberto Véras de Oliveira, Ana Carmen Navarro de Moraes
Pág. 371
Este artigo tem como objetivo principal analisar, sobretudo a partir de dados estatísticos da Relação Anual de Informações Sociais - RAIS e de fontes documentais, o processo de reconfiguração territorial verificado no Brasil na última década no segmento ...
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Milana Bojanic, Vlado Delic and Alexey Karpov
A call redistribution method for a call center based on speech emotion recognition is proposed. The research goal is efficiency improvement in emergency call centers based on automatic recognition of more urgent callers.
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Rey Benjamin M. Baquirin, Proceso L. Fernandez
Pág. 134 - 144
Artificial Neural Networks (ANNs) have continued to be efficient models in solving classification problems. In this paper, we explore the use of an A NN with a small dataset to accurately classify whet her Filipino call center agents? pronunciations are ...
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Serhat Yuksel, Sinemis Zengin
Pág. 10 - 29
The aim of this paper is to compare the views of internal controllers/auditors and branch/call center personnel of the banks with respect to the operational risk. Within this scope, we made two different surveys to the personnel in Turkish banks in order...
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Reviewed by Regina M. Hechanova
Pág. pp. 65 - 66 pgs.
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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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Shih-Cheng Horng and Shieh-Shing Lin
The stochastic inequality constrained optimization problems (SICOPs) consider the problems of optimizing an objective function involving stochastic inequality constraints. The SICOPs belong to a category of NP-hard problems in terms of computational comp...
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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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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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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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Amna Batool, Seng W. Loke, Niroshinie Fernando and Jonathan Kua
This paper proposes a policy management framework which we call the SANIJO framework. This framework comprises three different types of policy rules that are applicable to smart devices for managing their multiuser?multidevice interactions in IoT collect...
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Jean-Michel Fourneau and Erol Gelenbe
Queueing networks are used to model the performance of the Internet, of manufacturing and job-shop systems, supply chains, and other networked systems in transportation or emergency management. Composed of service stations where customers receive service...
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Jean-Michel Fourneau and Erol Gelenbe
Abstract: Queueing networks are used to model the performance of the Internet, of manufacturing and job-shop systems, supply chains, and other networked systems in transportation or emergency management. Composed of service stations where customers recei...
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Rodrigo Arraes Alvarenga
Pág. 106 - 118
Enterprises are taking on an increasingly important role in society, both in the generation of employment and income, as in identifying niche markets not identified by large corporations. However, year after year a significant number of these companies e...
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Carmen NOVAC,Raluca Silvia CIOCHINA
Pág. 535 - 551
The paper presents the conditions and factors influencing the development of a strategic human capital plan, offering a framework for obtaining competitive advantage and for developing a business plan in which the Human Resources function can actually ma...
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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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Kjersti Karoline Danielsen, May Helena Øydna, Sofia Strömmer and Kenneth Haugjord
Mental health care policies call for health-promoting and recovery-oriented interventions, as well as community-based programs supporting healthier habits. The purpose of this study was to explore how individuals facing mental health challenges experienc...
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