Search results for: Emotional deep action strategy

Authors: Ming-Hsiung Wu, Yu-Hsi Yuan

Abstract:

The aim of the research is to understand whether the accuracy of customer detection of employee emotional labor strategy would influence the overall service satisfaction. From path analysis, it was found that employee-s positive emotions positively influenced service quality. Service quality in turn influenced Customer detection of employee emotional deep action strategy and Customer detection of employee emotional surface action strategy. Lastly, Customer detection of employee emotional deep action strategy and Customer detection of employee emotional surface action strategy positively influenced service satisfaction. Based on the analysis results, suggestions are proposed to provide reference for human resource management and use in relative fields.

Keywords: Emotional labor, Emotional deep action strategy, Emotional surface action strategy, Service satisfaction

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Authors: Wentian Shi, Daming Shi, Maysam Orouskhani, Feng Tian

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Currently the most prevalent deep learning methods require a large amount of data for training, whereas few-shot learning tries to learn a model from limited data without extensive retraining. In this paper, we present a loss function based on triplet loss for solving few-shot problem using metric based learning. Instead of setting the margin distance in triplet loss as a constant number empirically, we propose an adaptive margin distance strategy to obtain the appropriate margin distance automatically. We implement the strategy in the deep siamese network for deep metric embedding, by utilizing an optimization approach by penalizing the worst case and rewarding the best. Our experiments on image recognition and co-segmentation model demonstrate that using our proposed triplet loss with adaptive margin distance can significantly improve the performance.

Keywords: Few-shot learning, triplet network, adaptive margin, deep learning.

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Authors: Hassan Jorfi, Saeid Jorfi, Hashim Fauzy Bin Yaccob, Ishak Mad Shah

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In today's complex global environment, emotional intelligence in educational administrations encompasses self-regard that is formed to utilize communication effectiveness. The paper is undertaken to understand the relationship between managers- emotional intelligence especially self-regard and employees to improve communication effectiveness in educational administrations of Iran. Data (N = 145) for this study were collected through questionnaires that participants were managers and employees educational administrations of Iran. The aim of this paper assess the emotional intelligence especially self-regard of managers and employees and its relationship with communication effectiveness in educational administrations of Iran. This paper explained self-regard that has a high relationship with communication especially communication effectiveness. Self-regard plays an important role in communication effectiveness. Individuals with high self-regard tend to have higher emotional intelligence and this action lead to improve communication effectiveness. The result of the paper shows a strong correspondence between self-regard and communication effectiveness in educational administrations.

Keywords: Emotional intelligence, self-regard, communication effectiveness, motivation.

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Authors: Mansour A. Mohamed, George G. Karady, Ali M. Yousef

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This paper proposes transient angle stability agents to enhance power system stability. The proposed transient angle stability agents divided into two strategy agents. The first strategy agent is a prediction agent that will predict power system instability. According to the prediction agent-s output, the second strategy agent, which is a control agent, is automatically calculating the amount of active power reduction that can stabilize the system and initiating a control action. The control action considered is turbine fast valving. The proposed strategies are applied to a realistic power system, the IEEE 50- generator system. Results show that the proposed technique can be used on-line for power system instability prediction and control.

Keywords: Multi-agents, Fast Valving, Power System Transient Stability, Prediction methods,

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Authors: Ali Reza Mehrabian, Caro Lucas

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In this paper a new control strategy based on Brain Emotional Learning (BEL) model has been introduced. A modified BEL model has been proposed to increase the degree of freedom, controlling capability, reliability and robustness, which can be implemented in real engineering systems. The performance of the proposed BEL controller has been illustrated by applying it on different nonlinear uncertain systems, showing very good adaptability and robustness, while maintaining stability.

Keywords: Learning control systems, emotional decision making, nonlinear systems, adaptive control.

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Authors: Mahfuz Judeh

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The main aim of the current study was to examine the effect of emotional intelligence on retention. The study also aimed at analyzing the role of job involvement, as a moderator, in the effect of emotional intelligence on retention. Using data gathered from 241 employees working with hotels and tourism corporations listed in Amman Stock Exchange in Jordan, emotional intelligence, job involvement and retention were measured. Hierarchical regression analyses were used to test the three main hypotheses. Results indicated that retention was related to emotional intelligence. Moreover, the study yielded support for the claim that job involvement had a moderating effect on the relationship between emotional intelligence and retention.

Keywords: Emotional Intelligence, Job Involvement, Jordan, Retention.

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Authors: Farzaneh Noori

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Entrepreneurs face different sort of difficulties especially with customers, organizations and employees. Emotional intelligence which is the ability to understand and control the emotions is an important factor to help entrepreneurs end up challenges to the result they prefer. So it is assumed that entrepreneurs especially those who have passed the first challenging years of starting a new business, have high emotional intelligence. In this study the Iranian established entrepreneurs have been surveyed. According to Iran Gem 2014 report the percentage of established entrepreneur in Iran is 10.92%. So by using Cochran sample formula (1%) 96 Iranian established entrepreneurs have been selected and Emotional intelligence appraisal questionnaire distributed to them. The SPSS19 result shows high emotional intelligence in Iranian established entrepreneurs.

Keywords: Emotional intelligence, Emotional intelligence appraisal questionnaire, Entrepreneurs, Iran.

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Authors: Nor Hafizah S., Salfarina A. G., Intan Hashimah H., Juliana A. W.

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Collective action can be an effective means for local development as well as important strategy to enhance livelihoods especially among rural people. This article explores the level of collective action among members of Fishermen-s Wives Group (KUNITA) in Malaysia. KUNITA was established by the Malaysian Fishery Development Authority (LKIM) with an objective to increase the socio-economic status of fishermen-s families. The members who are mostly the wives and daughters of fishermen are strongly encouraged by LKIM to venture into entrepreneurship activities. The objective of this research was to see the level of collective action among members in KUNITA groups in the state of Selangor. The finding shows that high level of collective action among KUNITA members is strongly based on volunteerism. However, the level of cooperation among members in the group is relatively low. The findings present significant challenges for the group in maintaining the sustainability of KUNITA organization.

Keywords: Collective action, entrepreneurship, fishermen' swives group, LKIM.

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Authors: Jia-Ru Li, Ching-Wen Lin

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The study was designed to develop a measurement of the positive emotion regulation questionnaire (PERQ) that assesses positive emotion regulation strategies through self-report. The 14 items developed for the surveying instrument of the study were based upon literatures regarding elements of positive regulation strategies. 319 elementary students (age ranging from 12 to14) were recruited among three public elementary schools to survey on their use of positive emotion regulation strategies. Of 319 subjects, 20 invalid questionnaire s yielded a response rate of 92%. The data collected wasanalyzed through methods such as item analysis, factor analysis, and structural equation models. In reference to the results from item analysis, the formal survey instrument was reduced to 11 items. A principal axis factor analysis with varimax was performed on responses, resulting in a 2-factor equation (savoring strategy and neutralizing strategy), which accounted for 55.5% of the total variance. Then, the two-factor structure of scale was also identified by structural equation models. Finally, the reliability coefficients of the two factors were Cronbach-s α .92 and .74. Gender difference was only found in savoring strategy. In conclusion, the positive emotion regulation strategies questionnaire offers a brief, internally consistent, and valid self-report measure for understanding the emotional regulation strategies of children that may be useful to researchers and applied professionals.

Keywords: Emotional regulation, emotional regulation strategies, scale, SEM.

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Authors: R.Anita, V.Ganga Bharani, N.Nityanandam, Pradeep Kumar Sahoo

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The explosive growth of World Wide Web has posed a challenging problem in extracting relevant data. Traditional web crawlers focus only on the surface web while the deep web keeps expanding behind the scene. Deep web pages are created dynamically as a result of queries posed to specific web databases. The structure of the deep web pages makes it impossible for traditional web crawlers to access deep web contents. This paper, Deep iCrawl, gives a novel and vision-based approach for extracting data from the deep web. Deep iCrawl splits the process into two phases. The first phase includes Query analysis and Query translation and the second covers vision-based extraction of data from the dynamically created deep web pages. There are several established approaches for the extraction of deep web pages but the proposed method aims at overcoming the inherent limitations of the former. This paper also aims at comparing the data items and presenting them in the required order.

Keywords: Crawler, Deep web, Web Database

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Authors: Martin Popescu D. Dana Maria

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The aims of this research are to broaden the study on the relationship between emotional intelligence and counterproductive work behavior (CWB). The study sample consisted in 441 Romanian employees from companies all over the country. Data has been collected through web surveys and processed with SPSS. The results indicated an average correlation between the two constructs and their sub variables, employees with a high level of emotional intelligence tend to be less aggressive. In addition, labeling was considered an individual difference which has the power to influence the level of employee aggression. A regression model was used to underline the importance of emotional intelligence together with labeling as predictors of CWB. Results have shown that this regression model enforces the assumption that labeling and emotional intelligence, taken together, predict CWB. Employees, who label themselves as victims and have a low degree of emotional intelligence, have a higher level of CWB.

Keywords: Aggression, CWB, emotional intelligence, labeling.

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Authors: Barbara Gawda, Ewa Szepietowska, Agnieszka Gawda

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The aim of this study is to describe the associations between the temperamental traits and the narrative emotional expression. The Temperament Questionnaire was used: The FCB-TI of Zawadzki & Strelau. A sample of 85 persons described three emotional situations: love. hate, and anxiety. This study analyzes the verbal form of expression by means of a written account of emotions. The relationship between the narratives of love, hate and anxiety and temperament characteristics were studied. Results indicate that vigorousness (VI), perseverance (PE), sensory sensitivity (SS), emotional reactivity (ER), endurance (EN) and activeness (AC) have a significant impact on the emotional expression in narratives. The temperamental traits are linked to the form of emotional language. It means that temperament has an impact on cognitive representations of emotions.

Keywords: Emotional narratives, Cognitive representation, Love, Hate, Anxiety, Temperament.

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Authors: Ibtisam Mahmoud Mohammed Sultan

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The present research aims at identifying the level of both emotional security and emotional competence among Tikrit University students. It also meant to know the statistically significant differences according to variables such as gender variables (m-f) and specialization variables (scientific-humanities). The research also attempts to learn what kind of relationship is there between emotional security and emotional efficiency Tikrit University students have achieved. We constructed emotional security measure which consists of 54 items as well as a measure of emotional competence consisting of 46 items. We extracted full psychometric characteristics of both scales. The research sample consisted of 600 students selected randomly and applying the scales on a basic research sample and processed statistical data using a variety of methods, including statistical measure Pearson correlation coefficient, we found a set of results as follows: Tikrit University students possess a high level of emotional security, males enjoy more emotional security than females, there is no difference between students of scientific and humanitarian specialization in variable emotional security, Tikrit University students enjoy a high level of emotional competence, females outperform males in emotional competence level, the humanitarian specialization students excel in emotional competence more than those specialized in non-humanitarian sciences. Furthermore, the research comes up with a positive correlative relationship between these two variables. Through research results, we developed a set of conclusions, proposals, and recommendations.

Keywords: Emotional security, gender variable, specialization variable, Tikrit University students.

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Authors: Y. Heyrani Birak, R. Hizaji, J. Shahkarami

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Reinforced Concrete (RC) deep beams are special structural elements because of their geometry and behavior under loads. For example, assumption of strain- stress distribution is not linear in the cross section. These types of beams may have simple supports or fixed supports. A lot of research works have been conducted on simply supported deep beams, but little study has been done in the fixed-end RC deep beams behavior. Recently, using of fixed-ended deep beams has been widely increased in structures. In this study, the behavior of fixed-ended deep beams is investigated, and the important parameters in capacity of this type of beams are mentioned.

Keywords: Deep beam, capacity, reinforced concrete, fixed-ended.

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Authors: A. Aarabzadeh, R. Hizaji

Abstract:

Reinforced Concrete (RC) deep beams are a special type of beams due to their geometry, boundary conditions, and behavior compared to ordinary shallow beams. For example, assumption of a linear strain-stress distribution in the cross section is not valid. Little study has been dedicated to fixed-end RC deep beams. Also, most experimental studies are carried out on simply supported deep beams. Regarding recent tendency for application of deep beams, possibility of using fixed-ended deep beams has been widely increased in structures. Therefore, it seems necessary to investigate the aforementioned structural element in more details. In addition to experimental investigation of a concrete deep beam under cyclic load, different failure mechanisms of fixed-ended deep beams under this type of loading have been evaluated in the present study. The results show that failure mechanisms of deep beams under cyclic loads are quite different from monotonic loads.

Keywords: Deep beam, cyclic load, reinforced concrete, fixed-ended.

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Authors: B. Golchin, N. Riahi

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One of the most significant issues as attended a lot in recent years is that of recognizing the sentiments and emotions in social media texts. The analysis of sentiments and emotions is intended to recognize the conceptual information such as the opinions, feelings, attitudes and emotions of people towards the products, services, organizations, people, topics, events and features in the written text. These indicate the greatness of the problem space. In the real world, businesses and organizations are always looking for tools to gather ideas, emotions, and directions of people about their products, services, or events related to their own. This article uses the Twitter social network, one of the most popular social networks with about 420 million active users, to extract data. Using this social network, users can share their information and opinions about personal issues, policies, products, events, etc. It can be used with appropriate classification of emotional states due to the availability of its data. In this study, supervised learning and deep neural network algorithms are used to classify the emotional states of Twitter users. The use of deep learning methods to increase the learning capacity of the model is an advantage due to the large amount of available data. Tweets collected on various topics are classified into four classes using a combination of two Bidirectional Long Short Term Memory network and a Convolutional network. The results obtained from this study with an average accuracy of 93%, show good results extracted from the proposed framework and improved accuracy compared to previous work.

Keywords: emotion classification, sentiment analysis, social networks, deep neural networks

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Authors: Sonia Arradaza-Pajaron

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College students are expected to engage in an on-the-job training or internship for completion of a course requirement prior to graduation. In this scenario, they are exposed to the real world of work outside their training institution. To find out their readiness both emotionally and academically, this study has been conducted. A descriptive-correlational research design was employed and random sampling technique method was utilized among 265 randomly selected third year college students of PIT, SY 2014-15. A questionnaire on Emotional Intelligence (bearing the four components namely; emotional literacy, emotional quotient competence, values and beliefs and emotional quotient outcomes) was fielded to the respondents and GWA was extracted from the school automate. Data collected were statistically treated using percentage, weighted mean and Pearson-r for correlation.

Results revealed that respondents’ emotional intelligence level is moderately high while their academic performance is good. A high significant relationship was found between the EI component; Emotional Literacy and their academic performance while only significant relationship was found between Emotional Quotient Outcomes and their academic performance. Therefore, if EI influences academic performance significantly when correlated, a possibility that their OJT performance can also be affected either positively or negatively. Thus, EI can be considered predictor of their academic and academic-related performance. Based on the result, it is then recommended that the institution would try to look deeply into the consideration of embedding emotional intelligence as part of the (especially on Emotional Literacy and Emotional Quotient Outcomes of the students) college curriculum. It can be done if the school shall have an effective Emotional Intelligence framework or program manned by qualified and competent teachers, guidance counselors in different colleges in its implementation.

Keywords: Academic performance, emotional intelligence, emotional literacy, emotional quotient competence, emotional quotient outcomes, values and beliefs.

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Authors: R. A. Harun, N. M. Ishak, N. Yusoff, S. Amat

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This quantitative research is aimed to identify the level of leadership quality and emotional intelligence for members of Students' Representatives Council (SRC) of Malaysian Public Universities (MPU). The variables include the leadership quality and emotional quotient (EQ). 238 SRC members in MPU were selected as subjects of the study. Data were collected using two instruments i.e. Malaysian Emotional Quotient Inventory (MEQI) and Ayu-Noriah Leadership Audit Trail Inventory (Ayu-Noriah, LATI). Data were analyzed using descriptive (mean and percentage). Research findings showed that the subjects scored highly in four out of five EQ domains (Self-Regulations, Self-Motivation, Empathy and Social Skills). However, the subjects scored medium to low in Self-Awareness. Analysis on the sub domains (a total of 28 sub domains) showed that the subjects scored high in 17 sub domains for EQ, whilst another 11 were at medium level. The overall analysis indicates that the subjects have high level of EQ. Findings on their leadership qualities showed that they obtained high scores in all seven factors that were measured i.e. Strategy and Leadership Model, Recruit, Review Performance and Honor, Deploy Strategically, Developing, Engage and Retain and Built HR Capabilities/Line Ownership. The overall score for leadership qualities was found to be high.

Keywords: Emotional intelligence, leadership, students.

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Authors: Yasser F. Hassan

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Deep learning structure is a branch of machine learning science and greet achievement in research and applications. Cellular neural networks are regarded as array of nonlinear analog processors called cells connected in a way allowing parallel computations. The paper discusses how to use deep learning structure for representing neural cellular automata model. The proposed learning technique in cellular automata model will be examined from structure of deep learning. A deep automata neural cellular system modifies each neuron based on the behavior of the individual and its decision as a result of multi-level deep structure learning. The paper will present the architecture of the model and the results of simulation of approach are given. Results from the implementation enrich deep neural cellular automata system and shed a light on concept formulation of the model and the learning in it.

Keywords: Cellular automata, neural cellular automata, deep learning, classification.

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Authors: Gemma García López

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The goal of this study is to analyze if search queries carried out in search engines such as Google, can offer emotional information about the user that performs them. Knowing the emotional state in which the Internet user is located can be a key to achieve the maximum personalization of content and the detection of worrying behaviors. For this, two studies were carried out using tools with advanced natural language processing techniques. The first study determines if a query can be classified as positive, negative or neutral, while the second study extracts emotional content from words and applies the categorical and dimensional models for the representation of emotions. In addition, we use search queries in Spanish and English to establish similarities and differences between two languages. The results revealed that text search queries performed by users on the Internet can be classified emotionally. This allows us to better understand the emotional state of the user at the time of the search, which could involve adapting the technology and personalizing the responses to different emotional states.

Keywords: Emotion classification, text search queries, emotional analysis, sentiment analysis in text, natural language processing.

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Authors: Serin Lee, Takashi Kubota, Ichiro Nakatani

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The approaches to make an agent generate intelligent actions in the AI field might be roughly categorized into two ways–the classical planning and situated action system. It is well known that each system have its own strength and weakness. However, each system also has its own application field. In particular, most of situated action systems do not directly deal with the logical problem. This paper first briefly mentions the novel action generator to situatedly extract a set of actions, which is likely to help to achieve the goal at the current situation in the relaxed logical space. After performing the action set, the agent should recognize the situation for deciding the next likely action set. However, since the extracted action is an approximation of the action which helps to achieve the goal, the agent could be caught into the deadlock of the problem. This paper proposes the newly developed hybrid architecture to solve the problem, which combines the novel situated action generator with the conventional planner. The empirical result in some planning domains shows that the quality of the resultant path to the goal is mostly acceptable as well as deriving the fast response time, and suggests the correlation between the structure of problems and the organization of each system which generates the action.

Keywords: Situated reasoning, situated action, planning, hybrid architecture

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Authors: Andreas Ahrens, Jelena Zascerinska

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Emotions are crucial in online classes in adult education. Despite that, a little attention was devoted to the emotional experience of being an online teacher in the field of andragogy, and the online teacher’s emotional perspectives in ever changing environments have to be analysed. The paper aims at the analysis of teachers’ emotional experience in online classes in adult education in selected European countries. The research tends to propose implications for training of teachers who work in online classes in adult education. The survey was conducted in April 2022. In the selected European countries 78 respondents took part in the study. Among them, 30 respondents represented Germany, 28 respondents Greece, and 20 respondents were from Italy. The theoretical findings allow defining teacher emotional experience. The analysis of the elements of the respondents’ emotional experience allows concluding that teachers’ attitude to online classes has to be developed. The key content for teacher training is presented. Directions of further work are proposed.

Keywords: Adult education, online classes, teacher emotional experience, European countries.

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Authors: Faris Tarlochan, Siva Mahesh Tangutooru

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Lateral Geniculate Nucleus (LGN) is the relay center in the visual pathway as it receives most of the input information from retinal ganglion cells (RGC) and sends to visual cortex. Low threshold calcium currents (IT) at the membrane are the unique indicator to characterize this firing functionality of the LGN neurons gained by the RGC input. According to the LGN functional requirements such as functional mapping of RGC to LGN, the morphologies of the LGN neurons were developed. During the neurological disorders like glaucoma, the mapping between RGC and LGN is disconnected and hence stimulating LGN electrically using deep brain electrodes can restore the functionalities of LGN. A computational model was developed for simulating the LGN neurons with three predominant morphologies each representing different functional mapping of RGC to LGN. The firings of action potentials at LGN neuron due to IT were characterized by varying the stimulation parameters, morphological parameters and orientation. A wide range of stimulation parameters (stimulus amplitude, duration and frequency) represents the various strengths of the electrical stimulation with different morphological parameters (soma size, dendrites size and structure). The orientation (0-1800) of LGN neuron with respect to the stimulating electrode represents the angle at which the extracellular deep brain stimulation towards LGN neuron is performed. A reduced dendrite structure was used in the model using Bush–Sejnowski algorithm to decrease the computational time while conserving its input resistance and total surface area. The major finding is that an input potential of 0.4 V is required to produce the action potential in the LGN neuron which is placed at 100 μm distance from the electrode. From this study, it can be concluded that the neuroprostheses under design would need to consider the capability of inducing at least 0.4V to produce action potentials in LGN.

Keywords: Lateral geniculate nucleus, visual cortex, finite element, glaucoma, neuroprostheses.

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Authors: Sinee Sankrusme

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Boon Rawd Brewery is a beer company based in Thailand that has an exemplary image, both as a good employer and a well-managed company with a strong record of social responsibility. The most famous of the company’s products is Singha beer. To study the company’s marketing strategy, a case study analysis was conducted together with qualitative research methods. The study analyzed the marketing strategy of Boon Rawd Brewery before the liberalization of the liquor market in 2000. The company’s marketing strategies consisted of the following: product line strategy, product development strategy, block channel strategy, media strategy, trade strategy, and consumer incentive strategy. Additionally, the company employed marketing mix strategy based on the 4Ps: product, price, promotion and place (of distribution).

Keywords: Beer, Boon Rawd Brewery Company, Marketing Strategy.

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Authors: N. Fujisaka

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This sociological case study analyzes a sequence of student maltreatment in an elementary school in Japan, based on narratives from former students. Among various forms of student maltreatment, emotional maltreatment has received less attention. One reason for this is that emotional maltreatment is often considered part of education and is difficult to capture in surveys. To discuss the challenge of recognizing emotional maltreatment, it is necessary to consider the social background in which student maltreatment occurs. Therefore, from the perspective of the sociology of education, this study aims to clarify the process through which emotional maltreatment was embraced by students within a Japanese classroom. The research employs retrospective narrative data collected through interviews and autoethnography. The research results imply a pattern of emotional maltreatment that is challenging to differentiate from education. The finding is analyzed and discussed in conjunction with the cycle of violence theory and the deschooling theory. The cycle of violence theory explains how violence in a specific relationship can be tolerated. The deschooling theory provides a sociological explanation for how emotional maltreatment can be overlooked in society. Analyzing the case in association with these two theories highlights the characteristics of teachers’ behaviors that rationalize maltreatment as education and hinder students from escaping emotional maltreatment. This study deepens our understanding of the causes of student maltreatment and provides a perspective for future qualitative and quantitative research.

Keywords: Emotional maltreatment, education, student maltreatment, Japan.

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Authors: Jaroslav Pavlíček

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Company strategy expresses a basic idea of how to reach company objectives. A whole range of models of strategic management are used in practice. The concept of strategic management should fulfill some basic requirements to make it applicable for both the typical, but also more specific company environment. The financial strategy plays an important role in corporate strategy. The paper develops a methodology of strategic model implementing into the category of micro, small and medium-sized enterprises (SMEs). Furthermore, the methodology recommends procedures while solving an up-to-date worldwide task of the definition of the company strategy and its financial strategy.

Keywords: corporate strategy, financial strategy, corporate planning

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Authors: Walaa Mohammed Metwally

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This case study used the action research concept as a tool to integrate the innovation in a learning experience on a design course. The action research was investigated at Prince Sultan University, College of Engineering in the Interior Design and Architecture Department in January 2015, through the Higher Education Academy program. The action research was presented first with the definition of the research, leading to how it was used and how solutions were found. It concluded by showing that once the action research application in interior design and architecture were studied it was an effective tool to improve student’s learning, develop their practice in design courses, and it discussed the negative and positive issues that were encountered.

Keywords: Action research, innovation, intervention, learning experience, peer review.

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Authors: Kiyoko Yoshimura, Yasunobu Kino

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Focusing on professional call centers where workers with expertise perform services, this study aims to clarify the relationships between emotional labor and job satisfaction and the effects of recognition of customer feedback. Since the professional call center operators consist of professional license holders (qualification holders) and those who do not (non-holders), the following three points are analyzed in the two groups by using covariance structure analysis and simultaneous multi-population analysis: 1) The relationship between emotional labor and job satisfaction, 2) customer feedback and job satisfaction, and 3) the intermediation effect between the emotional labor of customer feedback and job satisfaction. The following results are obtained: i) No direct effect is found between job satisfaction and emotional labor for qualification holders and non-holders, ii) for qualification holders and non-holders, recognition of positive feedback and recognition of negative feedback had positive and negative effects on job satisfaction, respectively, iii) for qualification and non-holders, “consideration for colleagues” influences job satisfaction by recognizing positive feedback, and iv) only for qualification holders, the factors “customer-oriented emotional expression” and “emotional disharmony” have a positive and negative effect on job satisfaction, respectively, through recognition of positive feedback and recognition of negative feedback.

Keywords: Call center, emotional labor, professional service, job satisfaction, customer feedback.

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Authors: R.L. Sanders, L. McKeown

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An international cooperation between educators in Australia and the US has led to a reconceptualization of the teaching of a library science course at Appalachian State University. The pedagogy of Action Learning coupled with a 3D virtual learning environment immerses students in a social constructivist learning space that incorporates and supports interaction and reflection. The intent of this study was to build a bridge between theory and practice by providing students with a tool set that promoted personal and social reflection, and created and scaffolded a community of practice. Besides, action learning is an educational process whereby the fifty graduate students experienced their own actions and experience to improve performance.

Keywords: action learning, action research, reflection, metacognition, virtual worlds

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Authors: Wan-Ting Liao, Angela K. Tzeng

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Empathy has been an important issue in psychology, education, as well as cognitive neuroscience. Empathy has two major components: cognitive and emotional. Cognitive component refers to the ability to understand others’ perspectives, thoughts, and actions, whereas emotional component refers to understand how others feel. Empathy can be induced, attitude can then be changed, and with enough attitude change, helping behavior can occur. This finding leads us to two questions: is attitude change really necessary for prosocial behavior? And, what roles cognitive and affective empathy play? For the second question, participants with different psychopathic personality (PP) traits are critical because high PP people were found to suffer only affective empathy deficit. Their cognitive empathy shows no significant difference from the control group. 132 college students voluntarily participated in the current three-stage study. Stage 1 was to collect basic information including Interpersonal Reactivity Index (IRI), Psychopathic Personality Inventory-Revised (PPI-R), Attitude Scale, Visual Analogue Scale (VAS), and demographic data. Stage two was for empathy induction with three controversial scenarios, namely domestic violence, depression with a suicide attempt, and an ex-offender. Participants read all three stories and then rewrite the stories by one of two perspectives (empathetic vs. objective). They would then complete the VAS and Attitude Scale one more time for their post-attitude and emotional status. Three IVs were introduced for data analysis: PP (High vs. Low), Responsibility (whether or not the character is responsible for what happened), and Perspective-taking (Empathic vs. Objective). Stage 3 was for the action. Participants were instructed to freely use the 17 tokens they received as donations. They were debriefed and interviewed at the end of the experiment. The major findings were people with higher empathy tend to take more action in helping. Attitude change is not necessary for prosocial behavior. The controversy of the scenarios and how familiar participants are towards target groups play very important roles. Finally, people with high PP tend to show more public prosocial behavior due to their affective empathy deficit. Pre-existing value and belief as well as recent dramatic social events seem to have a big impact and possibly reduce the effect of the independent variables (IV) in our paradigm.

Keywords: Affective empathy, attitude, cognitive empathy, prosocial behavior, psychopathic traits.

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