Search results for: service flexibility

Authors: Hassan Adedoyin Rasaq

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The marketing efforts of the present day business is not just geared towards meeting the consumer’s needs at a price, but ensuring good customer satisfaction, and strategizing on how to retain such customers. Customer satisfaction and retention is achievable through the co-ordination of the marketing mixes; Product, Price, Promotion and Place; Relationship Marketing; After-Sales Service; Rebates/Discounts/Price reduction policy and Total Quality Management (TQM). A first-hand customer, If well satisfied, will become a company’s repeat customer, proceeds to become a client and goes further to become an advocate of the company by applauding the company’s products/services and encouraging others to buy from it. It is the objective of this paper, therefore, to guide business organizations on how to enhance customer satisfaction, and retain existing customers as a means of long-term survival in marketing. The responses of 72 randomly selected Marketing personnel spread across three (3) food and beverage companies in Nigeria were analyzed. One hypothesis was tested using a one-way analysis of variance (ANOVA) statistical tool, and it was discovered that Relationship marketing contributed to organizational profitability and growth.

Keywords: customer satisfaction, retention strategies, marketing, marketing mixes

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Authors: (Ted) Edward Holmberg, Mahdi Abdelguerfi, Elias Ioup

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This research details a coverage measure for evaluating the effectiveness of observer node placements in a spatial bipartite network. This coverage measure can be used to optimize the configuration of stationary or mobile spatially oriented observer nodes, or a hybrid of the two, over time in order to fully utilize their capabilities. To demonstrate the practical application of this approach, we construct a SpatioTemporal Bipartite Network (STBN) using real-time crime center (RTCC) camera nodes and NOPD calls for service (CFS) event nodes from New Orleans, La (NOLA). We use the coverage measure to identify optimal placements for moving mobile RTCC camera vans to improve coverage of vulnerable areas based on temporal patterns.

Keywords: coverage measure, mobile node dynamics, Monte Carlo simulation, observer nodes, observable nodes, spatiotemporal bipartite knowledge graph, temporal spatial analysis

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Authors: Cesar Hernández, Diego Giral, Fernando Santa

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The spectral handoff is important in cognitive wireless networks to ensure an adequate quality of service and performance for secondary user communications. This work proposes a benchmarking of performance of the three spectrum handoff models: VIKOR, SAW and MEW. Four evaluation metrics are used. These metrics are, accumulative average of failed handoffs, accumulative average of handoffs performed, accumulative average of transmission bandwidth and, accumulative average of the transmission delay. As a difference with related work, the performance of the three spectrum handoff models was validated with captured data of spectral occupancy in experiments realized at the GSM frequency band (824 MHz-849 MHz). These data represent the actual behavior of the licensed users for this wireless frequency band. The results of the comparative show that VIKOR Algorithm provides 15.8% performance improvement compared to a SAW Algorithm and, 12.1% better than the MEW Algorithm.

Keywords: cognitive radio, decision making, MEW, SAW, spectrum handoff, VIKOR

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Authors: Csaba Kalman

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In spite of the existence of numerous second language (L2) motivation theories, the teacher’s role in motivating learners has remained an under-researched niche to this day. If we narrow down our focus on the teacher’s role on motivating adult learners of English in an English as a Foreign Language (EFL) context in corporate environments, empirical research is practically non-existent. This study fills the above research niche by exploring the most motivating aspects of the teacher’s personality, behaviour, and teaching practices that affect adult learners’ L2 motivation in corporate contexts in Hungary. The study was conducted in a wide range of industries in 18 organisations that employ over 250 people in Hungary. In order to triangulate the research, 21 human resources managers, 18 language teachers, and 466 adult learners of English were involved in the investigation by participating in interview studies, and quantitative questionnaire studies that measured ten scales related to the teacher’s role, as well as two criterion measure scales of intrinsic and extrinsic motivation. The qualitative data were analysed using a template organising style, while descriptive, inferential statistics, as well as multivariate statistical techniques, such as correlation and regression analyses, were used for analysing the quantitative data. The results showed that certain aspects of the teacher’s personality (thoroughness, enthusiasm, credibility, and flexibility), as well as preparedness, incorporating English for Specific Purposes (ESP) in the syllabus, and focusing on the present, proved to be the most salient aspects of the teacher’s motivating influence. The regression analyses conducted with the criterion measure scales revealed that 22% of the variance in learners’ intrinsic motivation could be explained by the teacher’s preparedness and appearance, and 23% of the variance in learners’ extrinsic motivation could be attributed to the teacher’s personal branding and incorporating ESP in the syllabus. The findings confirm the pivotal role teachers play in motivating L2 learners independent of the context they teach in; and, at the same time, call for further research so that we can better conceptualise the motivating influence of L2 teachers.

Keywords: adult learners, corporate contexts, motivation, teacher’s role

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Authors: Berlian Eka Kurnia, Mohamad Very Setiawan, Rahmat Fadhli

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Archives play an important role in organization’s continuity, especially related to the learning activities in the past. Archive management is considered accessible when the archive can be used when needed. University archive can support research activities for institutions, besides, archive management services also have to pay attention to the accessibility that became a barometer of how easy users get the data or information from an archive, use and understand it. This study identifies about the accessibility of archive services at the Universitas Gadjah Mada, with case study method. Universitas Gadjah Mada archives not only provide a service to the academicians, but also for public. Universitas Gadjah Mada archive can be traced online and offline. Online searching archives can be acceessed through an application “SIKS” and offline searching can be accessed by "finding aids" printed. Although Universitas Gadjah Mada Archives has its own procedures to access the archive directly, but they also remain guided by National Archive of Indonesia.

Keywords: archival institution, university archive, archive’s accessibility, archive management

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Authors: Moses Mwangi, Geert Verbeke, Geert Molenberghs

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Cross-over designs are commonly used in randomized clinical trials to estimate efficacy of a new treatment with respect to a reference treatment (placebo or standard). The main advantage of using cross-over design over conventional parallel design is its flexibility, where every subject become its own control, thereby reducing confounding effect. Jones & Kenward, discuss in detail more recent developments in the analysis of cross-over trials. We revisit the simple piecewise linear mixed-effects model, proposed by Mwangi et. al, (in press) for its first application in the analysis of cross-over trials. We compared performance of the proposed piecewise linear mixed-effects model with two commonly cited statistical models namely, (1) Grizzle model; and (2) Jones & Kenward model, used in estimation of the treatment effect, in the analysis of randomized cross-over trial. We estimate two performance measurements (mean square error (MSE) and coverage probability) for the three methods, using data simulated from the proposed piecewise linear mixed-effects model. Piecewise linear mixed-effects model yielded lowest MSE estimates compared to Grizzle and Jones & Kenward models for both small (Nobs=20) and large (Nobs=600) sample sizes. It’s coverage probability were highest compared to Grizzle and Jones & Kenward models for both small and large sample sizes. A piecewise linear mixed-effects model is a better estimator of treatment effect than its two competing estimators (Grizzle and Jones & Kenward models) in the analysis of cross-over trials. The data generating mechanism used in this paper captures two time periods for a simple 2-Treatments x 2-Periods cross-over design. Its application is extendible to more complex cross-over designs with multiple treatments and periods. In addition, it is important to note that, even for single response models, adding more random effects increases the complexity of the model and thus may be difficult or impossible to fit in some cases.

Keywords: Evaluation, Grizzle model, Jones & Kenward model, Performance measures, Simulation

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Authors: Kuei-Chun Liu, Yu-Yu Lai, Ching-Hong Wu, Hsiao-Han Huang

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The number of Android applications (Apps) has increased rapidly in recent years. In order to get better programmatic control over Apps, we designed a record-and-replay mechanism to record Android input events and accessibility service events then make shortcuts. The shortcut is useful for complicated routine works and to Android beginners. We also generated graphical user interface (GUI) API by these shortcuts. GUI API helps developers make integrated Apps which can control other third-party Apps even if the official API is not offered by their providers. We demonstrated the usage of GUI API with two integrated Apps: Universal Bank App and Universal Communication App. Universal Bank App integrates three accounts from different banks and Universal Communication App integrates Line with WhatsApp. Both of them show the advantage of extendable GUI API. Furthermore, using our mechanism, shortcuts could replay almost all of the Top-100 Apps on Google Play correctly. In sum, the approach we present can help both Android developers and general users.

Keywords: graphical user interface, GUI API, record-and-replay, third-party apps

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Authors: S. Saroop, D. Allopi

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In the area of civil infrastructure, there is an urgent need to apply technologies that deliver infrastructure sustainably in a way that is cost-effective. Civil engineering projects can have a significant impact on ecological and social systems if not correctly planned, designed and implemented. It can impact climate change by addressing the issue of flooding and sustainability. Poor design choices now can result in future generations to live in a climate with depleted resources and without green spaces. The objectives of the research study were to rate the sensitivity of various greener infrastructure technologies that can be used in township infrastructure, at the various stages of the project. This paper discusses the Green Township Infrastructure Design Toolkit, that is used to rate the sustainability of infrastructure service projects. Various case studies were undertaken on a range of infrastructure projects to test the sensitivity of various design solution against sustainability criteria. The Green reporting tools ensure efficient, economical and sustainable provision of infrastructure services.

Keywords: eco-efficiency, green infrastructure, green technology, infrastructure design, sustainable development

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Authors: Jo Kwang-Won, Lee Ho-Jun, Choi In-Rak, Park Hong-Gun

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Prefabricated angle truss composited beam is a kind of concrete encased composite beam. It is prefabricated at factory as Pratt truss with steel members. Double angle is used for top, bottom chords and vertical web member. Moreover, diagonal web member is steel plate. Its sectional shape looks like I-shape. This beam system has two stages. The first is construction stage in which the beam is directly connected to the column for resist construction load. This stage beam consists of Pratt truss and precast concrete. The stability of the beam is verified. The second is service stage. After the connection, cast-in-place concrete is used for composite action. Ultimate flexural capacity is verified and show advantage than RC and steel. In this paper, the beam flexural capacity is verified in both stages. And examined the flexural behavior of the beam.

Keywords: composite beam, prefabrication, angle, precast concrete, pratt truss

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Authors: Thomas Meier

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One of the major challenges for sustainable smart building systems is to support device interoperability, i.e. connecting sensor or actuator devices from different vendors, and present their functionality to the external applications. Furthermore, smart building systems are supposed to connect with devices that are not available yet, i.e. devices that become available on the market sometime later. It is of vital importance that a sustainable smart building platform provides an appropriate external interface that can be leveraged by external applications and smart services. An external platform interface must be stable and independent of specific devices and should support flexible and scalable usage scenarios. A typical approach applied in smart home systems is based on a generic device interface used within the smart building platform. Device functions, even of rather complex devices, are mapped to that generic base type interface by means of specific device drivers. Our new approach, presented in this work, extends that approach by using the smart building system’s rule engine to create complex virtual devices that can represent the most diverse properties of real devices. We examined and evaluated both approaches by means of a practical case study using a smart building system that we have developed. We show that the solution we present allows the highest degree of flexibility without affecting external application interface stability and scalability. In contrast to other systems our approach supports complex virtual device configuration on application layer (e.g. by administration users) instead of device configuration at platform layer (e.g. platform operators). Based on our work, we can show that our approach supports almost arbitrarily flexible use case scenarios without affecting the external application interface stability. However, the cost of this approach is additional appropriate configuration overhead and additional resource consumption at the IoT platform level that must be considered by platform operators. We conclude that the concept of complex virtual devices presented in this work can be applied to improve the usability and device interoperability of sustainable intelligent building systems significantly.

Keywords: Internet of Things, smart building, device interoperability, device integration, smart home

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Authors: Harjinder Kaur

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GST was implemented by government with the expectation to reform the taxation system of India. So this study basically seeks to understand the consumers’ awareness, knowledge and perception about the implementation of GST. To conduct this study, 100 respondents of all demographic profile were randomly selected from the Punjab region of India. To investigate the relationship between demographic profile and level of awareness and knowledge about GST, one way ANOVA test was used and it is found that there is a significant relationship between gender, age and qualification and level of awareness and knowledge. Furthermore, due to the lack of information on GST, the respondents had a high negative perception. The study also reveals that the implementation of GST has resulted in higher prices for goods and services and thus this tax may cause burden to people. Also after implementation of GST financial issues such as inflation, rising cost of living, economic instability have impacted many Indian consumers in terms of their spending. But at the same time it is also perceived that GST is designed to remove the burden of many indirect taxes and aims to develop the more efficient tax system which increases the revenue of country.

Keywords: goods and service tax, consumers awareness, knowledge, perception

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Authors: Opeyemi A. Oyewo, Seshibe Makgato

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This paper presents the synthesis, characterization, and application of pelletized chitosan immobilized sawdust cellulose nanocrystals (PCCN) in a fixed-bed column for the continuous adsorption of methyl blue (MB) from water. The product was characterized using FT-IR, XRD, and SEM analysis. Microstructural examination revealed that the pellets are porous and spherical. XRD examination revealed phases that can be attributed to the presence of chitosan in PCCN. The effects of starting concentration, bed depth, and flow rate on synthetic water were explored. To identify MB breakthrough behaviour, performance indices such as bed volume, adsorbent exhaustion rate, and service time were investigated. Furthermore, the breakthrough data were incorporated into both the Thomas and Bohart-Adams models. The Thomas model was suitable for describing MB breakthrough curves. However, more research with diverse water matrices may be required to assess the resilience of PCCN.

Keywords: adsorption, dynamic, methyl blue, pelletization

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Authors: Mohamed R. Mhereeg

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The paper discusses the design of a .NET Windows Service based agent system called MACS (Multi-Agent Classification System). MACS is a system aims to accurately classify spread-sheet developers competency over a network. It is designed to automatically and autonomously monitor spread-sheet users and gather their development activities based on the utilization of the software Multi-Agent Technology (MAS). This is accomplished in such a way that makes management capable to efficiently allow for precise tailor training activities for future spread-sheet development. The monitoring agents of MACS are intended to be distributed over the WWW in order to satisfy the monitoring and classification of the multiple developer aspect. The Prometheus methodology is used for the design of the agents of MACS. Prometheus has been used to undertake this phase of the system design because it is developed specifically for specifying and designing agent-oriented systems. Additionally, Prometheus specifies also the communication needed between the agents in order to coordinate to achieve their delegated tasks.

Keywords: classification, design, MACS, MAS, prometheus

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Authors: Fang Bo Yu, Li Bo Guan

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Biogas slurry is a low-cost source of crop nutrients and can offer extra benefits to soil fertility and fruit quality. However, its current utilization mode and low content of active ingredients limit its application scale. In this report, one growing season field research was conducted to assess the effects of concentrated biogas slurry on soil property, tomato fruit quality, and composition of the microflora in both non-rhizosphere and rhizosphere soils. The results showed that application of concentrated slurry could cause significant changes to tomato cultivation, including increases in organic matter, available N, P, and K, total N, and P, electrical conductivity, and fruit contents of amino acids, protein, soluble sugar, β-carotene, tannins, and vitamin C, together with the R/S ratios and the culturable counts of bacteria, actinomycetes, and fungi in soils. It could be concluded as the application is a practicable means in tomato production and might better service the sustainable agriculture in the near future.

Keywords: concentrated slurry, fruit quality, soil fertility, sustainable agriculture

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Authors: Sandesh Achar

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The cloud computing industry has set new goals for better service delivery and deployment, so anyone can access services such as computation, application, and storage anytime. Cloud computing promises new possibilities for approaching sustainable solutions to deploy and advance their services in this distributed environment. This work explores energy-efficient approaches and how cloud-based architecture can reduce energy consumption levels amongst enterprises leveraging cloud computing services. Adopting cloud-based networking, database, and server machines provide a comprehensive means of achieving the potential gains in energy efficiency that cloud computing offers. In energy-efficient cloud computing, virtualization is one aspect that can integrate several technologies to achieve consolidation and better resource utilization. Moreover, the Green Cloud Architecture for cloud data centers is discussed in terms of cost, performance, and energy consumption, and appropriate solutions for various application areas are provided.

Keywords: greener cloud, cloud computing, energy efficiency, energy consumption, metadata tags, green cloud advisor

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Authors: Nuzsep Almigo, Md Amin Md Taff, Yusop Ahmad, Norkhalid Salimin, Gunathevan Elumalai

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This research aimed to determine the level of self-efficacy in obese trainees before and after the Healthy Lifestyle Program. Self-efficacy is defined as the feeling, belief, perception, belief in the ability to cope with a particular situation that will influence the way individuals cope with the situation. Research instrument used was self efficacy questionnaire consisting of four main factors: (i) cognitive (abilities in a positive and realistic attitudes to the potential of to perform the duties, restrictions, or social desire), (ii) effective (mental management ability, feeling and mood), (iii) motivation (determination and the level of ability to achieve the purpose or goal), and (iv) selective (ability to choose the social conditions confronting and adapting to situations). The study sample consisted of 118 trainees from Healthy Lifestyle Program. The analysis showed there was a significant difference in self-efficacy before and after the Healthy Lifestyle Program (p = 0.00) indicated by increasing self-efficacy in the program.

Keywords: self efficacy, self-confidence, affective, motivation, selective

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Authors: Azadeh Askari, Ali Nasery Mohamad Abadi

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The present study was conducted to investigate the relationship between career anchors and job satisfaction with emphasis on the mediating role of person-job fit. 502 managers and supervisors of ten operational areas of a large energy Company were selected as a cluster sample appropriate to the volume. The instruments used in this study were Career Anchor Questionnaire, Job Satisfaction Questionnaire and Person-job fit Questionnaire. Pearson correlation coefficient was used to analyze the data and AMOS software was used to determine the effect of career anchor variables and person-job fit on job satisfaction. Anchors of service and dedication, pure challenge and security and stability increase the person-job fit among managers and also the person-job fit plays a mediating role in relation to the effect it has on job satisfaction through these anchors. In contrast, the anchors of independence and autonomy reduce the person-job fit. Considering the importance of positive organizational attitudes and in order to have an optimal fit between job and worker, it is better that in human resources processes such as hiring and employing, the career anchors of the person should be considered so that the person can have more job satisfaction; and thus bring higher productivity for themselves and the organization.

Keywords: career anchor, job satisfaction, person-job fit, energy company, managers

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Authors: Stefano Barone

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Seismic retrofit of buildings through base isolation represents a consolidated protection strategy against earthquakes. It consists in decoupling the ground motion from that of the structure and introducing anti-seismic devices at the base of the building, characterized by high horizontal flexibility and medium/high dissipative capacity. This allows to protect structural elements and to limit damages to non-structural ones. For these reasons, full functionality is guaranteed after an earthquake event. Base isolation is applied extensively to both new and existing buildings. For the latter, it usually does not require any interruption of the structure use and occupants evacuation, a special advantage for strategic buildings such as schools, hospitals, and military buildings. This paper describes the application of seismic isolation to three existing masonry buildings in Italy: Villa “La Maddalena” in Macerata (Marche region), “Giacomo Matteotti” and “Plinio Il Giovane” school buildings in Perugia (Umbria region). The seismic hazard of the sites is characterized by a Peak Ground Acceleration (PGA) of 0.213g-0.287g for the Life Safety Limit State and between 0.271g-0.359g for the Collapse Limit State. All the buildings are isolated with a combination of free sliders type TETRON® CD with confined elastomeric disk and anti-seismic rubber isolators type ISOSISM® HDRB to reduce the eccentricity between the center of mass and stiffness, thus limiting torsional effects during a seismic event. The isolation systems are designed to lengthen the original period of vibration (i.e., without isolators) by at least three times and to guarantee medium/high levels of energy dissipation capacity (equivalent viscous damping between 12.5% and 16%). This allows the structures to resist 100% of the seismic design action. This article shows the performances of the supplied anti-seismic devices with particular attention to the experimental dynamic response. Finally, a special focus is given to the main site activities required to isolate a masonry building.

Keywords: retrofit, masonry buildings, seismic isolation, energy dissipation, anti-seismic devices

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Authors: Xiaohui Zhao, Shahan Mafuz

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Context-aware technologies provide system applications with the awareness of environmental conditions, customer behaviour, object movements, etc. Further, with such capability system applications can be smart to adapt intelligently their responses to the changing conditions. Concerning business operations, this promises businesses that their business processes can run more intelligently, adaptively and flexibly, and thereby either improve customer experience, enhance reliability of service delivery, or lower operational cost, to make the business more competitive and sustainable. Aiming at realizing such context-aware business process management, this paper firstly explores its potential benefit and then identifies some gaps between the current business process management support and the expected. In addition, some preliminary solutions are also discussed with context definition, rule-based process execution, run-time process evolution, etc. A framework is also presented to give a conceptual architecture of context-aware business process management system to guide system implementation.

Keywords: business process adaptation, business process evolution, business process modelling, and context awareness

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Authors: Qian Jin

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Museums have been using interactive technology to spark visitor interest and improve understanding. These technologies can play a crucial role in helping visitors understand more about an exhibition site by using multimedia to provide information. Google Arts and Culture and Smartify are two very successful digital heritage products. They used mobile augmented reality to visualise the museum's 3D models and heritage images but did not include 3D models of the collection and audio information. In this research, service-oriented mobile augmented reality application was developed for users to access collections from multiple museums(including V and A, the British Museum, and British Library). The third-party API (Application Programming Interface) is requested to collect metadata (including images, 3D models, videos, and text) of three museums' collections. The acquired content is then visualized in AR environments. This product will help users who cannot visit the museum offline due to various reasons (inconvenience of transportation, physical disability, time schedule).

Keywords: digital heritage, argument reality, museum, flutter, ARcore

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Authors: Zhaoyang Liu

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Oil pollution is typically caused by oil and gas-related operations such as vessel accidents, which can pollute waterways as well as the environment and damage the ecosystem. Tanker ship cleaning contributes to oil spills, which have a negative impact on coastal countries due to protracted service disruption. It is critical for coastal countries to develop efficient oil taint cleanup technology. There are various oil/water separation technologies, such as gravity separation, hydrocyclone, air flotation, and membrane filtration, among others. Among these, membrane filtration has been shown to produce high-quality effluent. Commercial membranes, on the other hand, nevertheless face significant practical challenges, such as a high susceptibility for membrane fouling when dealing with greasy effluent. We developed a unique anti-fouling filtering membrane for oil/water separation in this work. The membrane was made of inorganic nanofibers, which possesses the advantages of low membrane fouling, high permeation flux and long-term durability. This results from this study could facilitate to pave a new way for membranes filtration’s practical applications in oil/gas industry.

Keywords: oil, contaminate, wastewater, removal

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Authors: Dhafer Alqahtani

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Total quality management (TQM) has become a widely accepted approach in the modern industry over recent years. There is a general consensus that by adopting TQM, the overall effectiveness and performance of an industry can be improved. It is also proved that as long as TQM is adopted fully and practiced effectively in the industry, potential benefits of TQM will be delivered. But despite the benefits of TQM as articulated by many quality gurus and academicians, these benefits are not achieved in practice. Many service industries have found it difficult to implement TQM successfully. This paper, therefore, explores the barriers to TQM’s successful implementation in construction firms. The aim is to identify and rank the barriers to successful TQM implementation in order to make them know and get a better understanding by the managers and practitioners of the Construction Industries. The research methodology adopted in this study was an extensive literature review on barriers to TQM implementation followed by a survey of selected construction firms using the self-administered instrument. The results also showed that only lack of effective communication and lack of top management support were not significantly associated with the level of implementation of TQM.

Keywords: total quality management, construction firms, barriers, successful implementation

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Authors: Mehdi Naserian, Mohammad Jooshaki, Mahmud Fotuhi-Firuzabad, Mohammad Hossein Mohammadi Sanjani, Ashknaz Oraee

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In recent years, the development of communication infrastructure and smart meters have facilitated the utilization of demand-side resources which can enhance stability and economic efficiency of power systems. Direct load control programs can play an important role in the utilization of demand-side resources in the residential sector. However, investments required for installing control equipment can be a limiting factor in the development of such demand response programs. Thus, selection of consumers with higher potentials is crucial to the success of a direct load control program. Heating, ventilation, and air conditioning (HVAC) systems, which due to the heat capacity of buildings feature relatively high flexibility, make up a major part of household consumption. Considering that the consumption of HVAC systems depends highly on the ambient temperature and bearing in mind the high investments required for control systems enabling direct load control demand response programs, in this paper, a recent solution is presented to uncover consumers with high air conditioner demand among large number of consumers and to measure the demand response potential of such consumers. This can pave the way for estimating the investments needed for the implementation of direct load control programs for residential HVAC systems and for estimating the demand response potentials in a distribution system. In doing so, we first cluster consumers into several groups based on the correlation coefficients between hourly consumption data and hourly temperature data using K-means algorithm. Then, by applying a recent algorithm to the hourly consumption and temperature data, consumers with high air conditioner consumption are identified. Finally, demand response potential of such consumers is estimated based on the equivalent desired temperature setpoint changes.

Keywords: communication infrastructure, smart meters, power systems, HVAC system, residential HVAC systems

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Authors: Monica Lia

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This article presents a customer data analysis model using business intelligence tools for data modelling, transforming, data visualization and dynamic reports building. Economic organizational customer’s analysis is made based on the information from the transactional systems of the organization. The paper presents how to develop the data model starting for the data that companies have inside their own operational systems. The owned data can be transformed into useful information about customers using business intelligence tool. For a mature market, knowing the information inside the data and making forecast for strategic decision become more important. Business Intelligence tools are used in business organization as support for decision-making.

Keywords: customer analysis, business intelligence, data warehouse, data mining, decisions, self-service reports, interactive visual analysis, and dynamic dashboards, use cases diagram, process modelling, logical data model, data mart, ETL, star schema, OLAP, data universes

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Authors: Kailash C. Madan

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We study four models of a three server queueing system with Bernoulli schedule optional server vacations. Customers arriving at the system one by one in a Poisson process are provided identical exponential service by three parallel servers according to a first-come, first served queue discipline. In model A, all three servers may be allowed a vacation at one time, in Model B at the most two of the three servers may be allowed a vacation at one time, in model C at the most one server is allowed a vacation, and in model D no server is allowed a vacation. We study steady the state behavior of the four models and obtain steady state probability generating functions for the queue size at a random point of time for all states of the system. In model D, a known result for a three server queueing system without server vacations is derived.

Keywords: a three server queue, Bernoulli schedule server vacations, queue size distribution at a random epoch, steady state

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Authors: Kiran Baldavoo, Mishelle Doorasamy

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Universities have a role to play in the preservation of the environment, and the study attempted to evaluate the environmental management accounting (EMA) processes at UKZN. UKZN, a South African university, generates the same direct and indirect environmental impacts as the higher education sector worldwide. This is significant within the context of the South African environment which is constantly plagued by having to effectively manage the already scarce resources of water and energy, evident through the imposition of water and energy restrictions over the recent years. The study’s aim is to increase awareness of having a structured approach to environmental management in order to achieve the strategic environmental goals of the university. The research studied the experiences of key managers within UKZN, with the purpose of exploring the potential factors which influence the decision to adopt and apply EMA within the higher education sector. The study comprised two objectives, namely understanding the current state of accounting practices for managing major environmental costs and identifying factors influencing EMA adoption within the university. The study adopted a case study approach, comprising semi-structured interviews of key personnel involved in Management Accounting, Environmental Management, and Academic Schools within the university. Content analysis was performed on the transcribed interview data. A Theoretical Framework derived from literature was adopted to guide data collection and focus the study. Contingency and Institutional theory was the resultant basis of the derived framework. The findings of the first objective revealed that there was a distinct lack of EMA utilization within the university. There was no distinct policy on EMA, resulting in minimal environmental cost information being brought to the attention of senior management. The university embraced the principles of environmental sustainability; however, efforts to improve internal environmental accountability primarily from an accounting perspective was absent. The findings of the second objective revealed that five key barriers contributed to the lack of EMA utilization within the university. The barriers being attitudinal, informational, institutional, technological, and lack of incentives (financial). The results and findings of this study supported the use and application of EMA within the higher education sector. Participants concurred that EMA was underutilized and if implemented, would realize significant benefits for both the university and environment. Environmental management accounting is being widely acknowledged as a key management tool that can facilitate improved financial and environmental performance via the concept of enhanced environmental accountability. Historically research has been concentrated primarily on the manufacturing industry, due to it generating the greatest proportion of environmental impacts. Service industries are also an integral component of environmental management as they contribute significant environmental impacts, both direct and indirect. Educational institutions such as universities form part of the service sector and directly impact on the environment through the consumption of paper, energy, and water and solid waste generated, with the associated demands.

Keywords: environmental management accounting, environmental impacts, higher education, Southern Africa

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Authors: Kumar Vijayendra, Kumar Raghvendra, Shivanshi Bhadouria

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Using a thematic qualitative analysis, this study aims to identify dominant themes previously highlighted by various systematic literature reviews and studies in the field of sustainability and small and medium-sized enterprises (SMEs). The studies picked for this paper range from the nascent stages of the emergence of the concept of corporate sustainability in business to present-day targeted studies on SMEs. This study has attempted to highlight the recurring, emerging, and neglected themes in the literature and concludes with some key findings: 1) the research on sustainability and SMEs remains focused on generic rather than targeted studies; 2) sustainability frameworks specifically designed for SMEs remain under-researched as opposed to large firms, 3) there is a requirement to look more at the SMEs in the service sector. This paper also highlights other dominant themes in literature and, finally, offers suggestions for areas of future research.

Keywords: sustainability, small and medium-sized enterprises, literature review, sustainable development

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Authors: Hoi-Lam Ma, Sai-Ho Chung

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In traditional integrated berth allocation with quay crane assignment models, time dimension is usually assumed in hourly based. However, nowadays, transshipment becomes the main business to many container terminals, especially in Southeast Asia (e.g. Hong Kong and Singapore). In these terminals, vessel arrivals are usually very frequent with small handling volume and very short staying time. Therefore, the traditional hourly-based modeling approach may cause significant berth and quay crane idling, and consequently cannot meet their practical needs. In this connection, a 15-minute-based modeling approach is requested by industrial practitioners. Accordingly, a Three-level Genetic Algorithm (3LGA) with Quay Crane (QC) shifting heuristics is designed to fulfill the research gap. The objective function here is to minimize the total service time. Preliminary numerical results show that the proposed 15-minute-based approach can reduce the berth and QC idling significantly.

Keywords: transshipment, integrated berth allocation, variable-in-time quay crane assignment, quay crane assignment

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Authors: O. Starineca, I. Voronchuk

Abstract:

Human Resources (HR) selection and training have various implementation possibilities depending on an organization’s abilities and peculiarities. We propose to base HR selection and training decisions about on a competence-based approach. HR selection and training of employees are topical as there is room for improvement in this field; therefore, the aim of the research is to propose rational decision-making approaches for an organization HR selection and training choice. Our proposals are based on the training development and competence-based selection approaches created within previous researches i.e. Analytic-Hierarchy Process (AHP) and Linear Programming. Literature review on non-formal education, competence-based selection, AHP form our theoretical background. Some educational service providers in Latvia offer employees training, e.g. motivation, computer skills, accounting, law, ethics, stress management, etc. that are topical for Public Administration. Competence-based approach is a rational base for rational decision-making in both HR selection and considering HR training.

Keywords: competence-based selection, human resource, training, decision-making

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Authors: Tomaz Oliveira, Rui Medeiros, André Lacerda

Abstract:

Introduction: Cleft lip and/or palate are the most frequent forms of congenital craniofacial anomalies, affecting mainly the middle third of the face and manifesting by functional and aesthetic changes. Bilateral cleft lip represents a reconstructive surgical challenge, not only for the labial component but also for the associated nasal deformation. Recently, the paradigm of the approach to this pathology has changed, placing the focus on muscle reconstruction and anatomical repositioning of the nasal cartilages in order to obtain the best aesthetic and functional results. The aim of this study is to carry out a systematic review of the surgical approach to bilateral cleft lip, retrospectively analyzing the case series of Plastic Surgery Service at Hospital Santa Maria (Lisbon, Portugal) regarding this pathology, the global assessment of the characteristics of the operated patients and the study of the different surgical approaches and their complications in the last 20 years. Methods: The present work demonstrates a retrospective and descriptive study of patients who underwent at least one reconstructive surgery for cleft lip and/or palate, in the CPRE service of the HSM, in the period between January 1 of 1997 and December 31 of 2017, in which the data relating to 361 individuals were analyzed who, after applying the exclusion criteria, constituted a sample of 212 participants. The variables analyzed were the year of the first surgery, gender, age, type of orofacial cleft, surgical approach, and its complications. Results: There was a higher overall prevalence in males, with cleft lip and cleft palate occurring in greater proportion in males, with the cleft palate being more common in females. The most frequently recorded malformation was cleft lip and palate, which is complete in most cases. Regarding laterality, alterations with a unilateral labial component were the most commonly observed, with the left lip being described as the most affected. It was found that the vast majority of patients underwent primary intervention up to 12 months of age. The surgical techniques used in the approach to this pathology showed an important chronological variation over the years. Discussion: Cleft lip and/or palate is a medical condition associated with high aesthetic and functional morbidity, which requires early treatment in order to optimize the long-term outcome. The existence of a nasolabial component and its respective surgical correction plays a central role in the treatment of this pathology. The high rates of post-surgical complications and unconvincing aesthetic results have motivated an evolution of the surgical technique, increasingly evident in recent years, allowing today to achieve satisfactory aesthetic results, even in bilateral cleft lip with high deformation complexity. The introduction of techniques that favor nasolabial reconstruction based on anatomical principles has been producing increasingly convincing results. The analyzed sample shows that most of the results obtained in this study are, in general, compatible with the results published in the literature. Conclusion: This work showed that the existence of small variations in the surgical technique can bring significant improvements in the functional and aesthetic results in the treatment of bilateral cleft lip.

Keywords: cleft lip, palate lip, congenital abnormalities, cranofacial malformations

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