Search results for: ontological view.

Authors: S.Pancucci

Abstract:

The purpose of this paper is to describe the process of setting up a learning community within an elementary school in Ontario, Canada. The description is provided through reflection and examination of field notes taken during the yearlong training and implementation process. Specifically the impact of teachers- capacity on the creation of a learning community was of interest. This paper is intended to inform and add to the debate around the tensions that exist in implementing a bottom-up professional development model like the learning community in a top-down organizational structure. My reflections of the process illustrate that implementation of the learning community professional development model may be difficult and yet transformative in the professional lives of the teachers, students, and administration involved in the change process. I conclude by suggesting the need for a new model of professional development that requires a transformative shift in power dynamics and a shift in the view of what constitutes effective professional learning.

Keywords: Learning community model, professionaldevelopment, teacher capacity, teacher leadership.

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Authors: A. Lincoln, O. Adedoyin

Abstract:

In recent times, corporations are increasingly under pressure to ensure diversity within their boardrooms and a large number of academic research have reported findings consistent with the view that boards perform better when they include a diverse range of people. Women have unique characteristics needed to positively influence the strategic direction of a corporation and contribute to the growth of firms. In spite of such revelations, evidence suggests that women are under-represented in senior executive and board positions. In many parts of Africa, socio-cultural traditions inhibit women from attaining these roles. Given the emphasis placed on board diversity and inclusion of women as an essential part of good corporate governance, the relationship between gender diversity and board effectiveness deserves both theoretical and empirical investigation. This research is important because it represents the first theoretical review on gender diversity in corporate boards in Nigeria.

Keywords: Boards, Corporate Governance, Gender Diversity, Nigeria.

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Authors: Yogesh D. Bansod, Jiri Bursa

Abstract:

The quantitative study of cell mechanics is of paramount interest, since it regulates the behaviour of the living cells in response to the myriad of extracellular and intracellular mechanical stimuli. The novel experimental techniques together with robust computational approaches have given rise to new theories and models, which describe cell mechanics as combination of biomechanical and biochemical processes. This review paper encapsulates the existing continuum-based computational approaches that have been developed for interpreting the mechanical responses of living cells under different loading and boundary conditions. The salient features and drawbacks of each model are discussed from both structural and biological points of view. This discussion can contribute to the development of even more precise and realistic computational models of cell mechanics based on continuum approaches or on their combination with microstructural approaches, which in turn may provide a better understanding of mechanotransduction in living cells.

Keywords: Cell mechanics, computational models, continuum approach, mechanical models.

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Authors: Jun Luo, Weiguo Zhang., Dabin Qin

Abstract:

It is important to retain customer satisfaction in information technology services. When a service failure occurs, companies need to take service recovery action to recover their customer satisfaction. Although companies cannot avoid all problems and complaints, they should try to make up. Therefore, service failure and service recovery have become an important and challenging issue for companies. In this paper, the literature and the problems in the information technology services were reviewed. An integrated model of profit driven for the service failure and service recovery was established in view of the benefit of customer and enterprise. Moreover, the interaction between service failure and service recovery strategy was studied, the result of which verified the matching principles of the service recovery strategy and the type of service failure. In addition, the relationship between the cost of service recovery and customer-s cumulative value of service after recovery was analyzed with the model. The result attributes to managers in deciding on appropriate resource allocations for recovery strategies.

Keywords: service failure, service recovery, informationtechnology services

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Authors: Raúl González Muñoz, Essam Shehab, Martin Weinitzke, Chris Fowler, Paul Baguley

Abstract:

Software applications have become crucial for the aerospace industry, providing a wide range of functionalities and capabilities. However, due to the considerable time difference between aircraft and software life cycles, obsolescence has turned into a major challenge for industry in last decades. This paper aims to provide a view on the different causes of software obsolescence within aerospace industry, as well as a perception on the importance of each of them. The key research question addressed is what drives software obsolescence in the aerospace industry, managing large software application portfolios. This question has been addressed by conducting firstly an in depth review of current literature and secondly by arranging an industry workshop with professionals from aerospace and consulting companies. The result is a set of drivers of software obsolescence, distributed among three different environments and several domains. By incorporating monitoring methodologies to assess those software obsolescence drivers, benefits in maintenance efforts and operations disruption avoidance are expected.

Keywords: Aerospace industry, obsolescence drivers, software lifecycle, software obsolescence.

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Authors: Omar D. Mohammed, Matti Rantatalo, Uday Kumar

Abstract:

In this paper an analytical crack propagation scenario is proposed which assumes that a crack propagates in the tooth root in both the crack depth direction and the tooth width direction, and which is more reasonable and realistic for non-uniform load distribution cases than the other presented scenarios. An analytical approach is used for quantifying the loss of time-varying gear mesh stiffness with the presence of crack propagation in the gear tooth root. The proposed crack propagation scenario can be applied for crack propagation modelling and monitoring simulation, but further research is required for comparison and evaluation of all the presented crack propagation scenarios from the condition monitoring point of view.

Keywords: Crack propagation, Gear tooth crack, Time varying gear mesh stiffness.

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Authors: Javadi Alimohammad, Javadi Maryam, Feizi Fereidoon

Abstract:

A review of the literature found that Domestic violence and child maltreatment co-occur in many families, the purpose of this study attempts to emphasize the factors relating to intra-family relationships (order point of view) on violence against the children, For this purpose a survey technique on the sample size amounted 200 students of governmental guidance schools of city of Gilanegharb in country of Iran were considered. For measurement of violence against the children (VAC) the CTS scaled has been used .The results showed that children have experienced the violence more than once during the last year. degree of order in family is high. Explanation result indicated that the order variables in family including collective thinking, empathy, communal co-circumstance have significant effects on VAC.

Keywords: Violence, domestic violence, violence against children, order, guidance school, family, children.

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Authors: Dariusz Dymek, Leszek Kotulski

Abstract:

Modeling of the distributed systems allows us to represent the whole its functionality. The working system instance rarely fulfils the whole functionality represented by model; usually some parts of this functionality should be accessible periodically. The reporting system based on the Data Warehouse concept seams to be an intuitive example of the system that some of its functionality is required only from time to time. Analyzing an enterprise risk associated with the periodical change of the system functionality, we should consider not only the inaccessibility of the components (object) but also their functions (methods), and the impact of such a situation on the system functionality from the business point of view. In the paper we suggest that the risk attributes should be estimated from risk attributes specified at the requirements level (Use Case in the UML model) on the base of the information about the structure of the model (presented at other levels of the UML model). We argue that it is desirable to consider the influence of periodical changes in requirements on the enterprise risk estimation. Finally, the proposition of such a solution basing on the UML system model is presented.

Keywords: Risk assessing, software maintenance, UML, graph grammars.

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Authors: N. Paparisteidi, D. Rodamitou

Abstract:

This article focuses on the skills development and path planning of students studying computer science at EPITECH: French private institute of higher education. We examine students’ points of view and experience in a blended learning model based on a skills development curriculum. The study is based on the collection of four main categories of data: semi-participant observation, distribution of questionnaires, interviews, and analysis of internal school databases. The findings seem to indicate that a skills-based program on active learning enables students to develop their learning strategies as well as their personal skills and to actively engage in the creation of their career path and contribute to providing additional information to curricula planners and decision-makers about learning design in higher education.

Keywords: Active learning, blended learning, higher education, skills development.

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Authors: G. Reinhart, S. Schindler

Abstract:

Due to dynamic evolution, the ability of a manufacturing technology to produce a special product is changing. Therefore, it is essential to monitor the established techniques and processes to detect whether a company-s production will fit future circumstances. Concerning the manufacturing technology planning process, companies must decide when to change to a new technology for maintaining and increasing competitive advantages. In this context, the maturity assessment of the focused technologies is crucial. This article presents an approach for defining the maturity of a manufacturing technology from a strategic point of view. The concept is based on the approach of technology readiness level (TRL) according to NASA (National Aeronautics and Space Administration), but also includes dynamic changes. Therefore, the model takes into account the concept of the technology life cycle. Furthermore, it enables a company to estimate the ideal date for implementation of a new manufacturing technology.

Keywords: Maturity Assessment, Manufacturing Technology Planning, Technology Life Cycle, Technology Readiness Level.

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Authors: Amol Lanke, Hadi Hoseinie, Behzad Ghodrati

Abstract:

OEE has been used in many industries as measure of performance. However due to limitations of original OEE, it has been modified by various researchers. OEE for mining application is special version of classic equation, carries these limitation over. In this paper it has been aimed to modify the OEE for mining application by introducing the weights to the elements of it and termed as Mine Production index (MPi). As a special application of new index MPishovel has been developed by authors. This can be used for evaluating the shovel effectiveness. Based on analysis, utilization followed by performance and availability were ranked in this order. To check the applicability of this index, a case study was done on four electrical and one hydraulic shovel in a Swedish mine. The results shows that MPishovel can evaluate production effectiveness of shovels and can determine effectiveness values in optimistic view compared to OEE. MPi with calculation not only give the effectiveness but also can predict which elements should be focused for improving the productivity.

Keywords: Mining, Overall equipment efficiency (OEE), Mine Production index, Shovels.

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Authors: Z. Pavlík, H. Benešová, P. Matiašovský, M. Pavlíková

Abstract:

In this paper, study on carbonation process of several types of advanced plasters on lime basis is presented. The movement of carbonation head was measured by colorimetric method using phenolphtalein. The rate of carbonation was accessed also by gravimetric method. Samples of studied materials were placed into the climatic chamber for simulation of environment with high concentration of CO2. The particular samples were on all lateral sides and on the bottom side provided by epoxy resin in order to arrange 1-D transport of CO2 into the studied samples. The carbonation rates of particular materials pointed to the time dependence of diffusion process of CO2 for all the studied plasters. From the quantitative point of view, the carbonation of advanced modified plasters was much faster than for the reference lime plaster, what is beneficial for the practical application of the tested newly developed materials.

Keywords: Carbonation, colorimetric method, gravimetric method, lime-based plasters, pozzolana admixtures.

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Authors: Nicole Pearcy, Jonathan J. Crofts, Nadia Chuzhanova

Abstract:

In this paper, we employ a directed hypergraph model to investigate the extent to which environmental variability influences the set of available biochemical reactions within a living cell. Such an approach avoids the limitations of the usual complex network formalism by allowing for the multilateral relationships (i.e. connections involving more than two nodes) that naturally occur within many biological processes. More specifically, we extend the concept of network reciprocity to complex hyper-networks, thus enabling us to characterise a network in terms of the existence of mutual hyper-connections, which may be considered a proxy for metabolic network complexity. To demonstrate these ideas, we study 115 metabolic hyper-networks of bacteria, each of which can be classified into one of 6 increasingly varied habitats. In particular, we found that reciprocity increases significantly with increased environmental variability, supporting the view that organism adaptability leads to increased complexities in the resultant biochemical networks.

Keywords: Complexity, hypergraphs, reciprocity, metabolism.

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Authors: Pavla Ruzickova, Petr Teply

Abstract:

There are many debates now regarding undervalued and overvalued currencies currently traded on the world financial market. This paper contributes to these debates from a theoretical point of view. We present the three most commonly used methods of estimating the equilibrium real effective exchange rate (REER): macroeconomic balance approach, external sustainability approach and equilibrium real effective exchange rate approach in the reduced form. Moreover, we discuss key concepts of the calculation of the real exchange rate (RER) based on applied explanatory variables: nominal exchange rates, terms of trade and tradable and non-tradable goods. Last but not least, we discuss the three main driving forces behind real exchange rates movements which include terms of trade, relative productivity growth and the interest rate differential.

Keywords: real exchange rate, real effective exchange rate, foreign exchange, terms of trade

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Authors: Constantin Barbulescu, Gh. Vuc, Stefan Kilyeni, Dan Jigoria-Oprea, Oana Pop

Abstract:

Perhaps no single issue has been cited as either the root cause and / or the greatest challenge to the restructured power system then the lack of adequate reliable transmission. Probabilistic transmission planning has become increasingly necessary and important in recent years. The transmission planning analysis carried out by the authors, spans a 10-year horizon, taking into consideration a value of 2 % load increase / year at each consumer. Taking into consideration this increased load, a probabilistic power flow was carried out, all the system components being regarded from probabilistic point of view. Several contingencies have been generated, for assessing the security of the power system. The results have been analyzed and several important conclusions were pointed. The objective is to achieve a network that works without limit violations for all (or most of) scenario realizations. The case study is represented by the IEEE 14 buses test power system.

Keywords: Contingency, load, operating state, probabilistic power flow, transmission planning

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Authors: M. A. Torkamani, S. Mahmoodzadeh, S. Pourroostaei, C. Lucas

Abstract:

Daily production of information and importance of the sequence of produced data in forecasting future performance of market causes analysis of data behavior to become a problem of analyzing time series. But time series that are very complicated, usually are random and as a result their changes considered being unpredictable. While these series might be products of a deterministic dynamical and nonlinear process (chaotic) and as a result be predictable. Point of Chaotic theory view, complicated systems have only chaotically face and as a result they seem to be unregulated and random, but it is possible that they abide by a specified math formula. In this article, with regard to test of strange attractor and biggest Lyapunov exponent probability of chaos on several foreign exchange rates vs. IRR (Iranian Rial) has been investigated. Results show that data in this market have complex chaotic behavior with big degree of freedom.

Keywords: Chaos, Exchange Rate, Nonlinear Models.

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Authors: Barbara A. Perry

Abstract:

In 1996, the New Zealand government and the Ministry of Education announced that they were setting up a "world class system of inclusive education". As a parent of a son with high and complex needs, a teacher, school Principal and Disability studies Lecturer, this author will track the changes in the journey towards inclusive education over the last 20 years. Strategies for partnering with families to ensure educational success along with insights from one of those on the crest of the wave will be presented. Using a narrative methodology the author will illuminate how far New Zealand has come towards this world class system of inclusion promised and share from personal experience some of the highlights and risks in the system. This author has challenged the old structures and been part of the setting up of new structures particularly for providing parent voice and insight; this paper provides a unique view from an insider’s voice as well as a professional in the system.

Keywords: Disability studies, inclusive education, special education, working with families with children with disability.

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Authors: Yoojin Chung

Abstract:

This paper starts with a critical view of beautiful female images in the mass media being frequently generated by a stereotypical Korean concept of beauty. Several female beauty myths have evolved in Korea during the present decade. Nearly all of them have formed due to a deeply-ingrained androcentric ideology which objectifies women. Mass media causes the public to hold a distorted concept about female beauty. There is a huge gap between women in reality and representative women in the mass media. It is essential to have an unbiased perception of female images presented in the mass media. Due to cosmetic advertisements projecting contemporary images of female beauty to promote products, cosmetics images will be examined in regard to female beauty myths portrayed by the mass media. This paper will analyze features of female beauty myths in Korea and their intrinsic characteristics.

Keywords: Cosmetics Advertisements, Female Beauty Myth, Korean ideologies, Roland Barthes' Mythology Theory

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Authors: Alessandro Bevilacqua, Alessandro Gherardi, Filippo Piccinini

Abstract:

Image mosaicing techniques are usually employed to offer researchers a wider field of view of microscopic image of biological samples. a mosaic is commonly achieved using automated microscopes and often with one “color" channel, whether it refers to natural or fluorescent analysis. In this work we present a method to achieve three subsequent mosaics of the same part of a stem cell culture analyzed in phase contrast and in fluorescence, with a common non-automated inverted microscope. The mosaics obtained are then merged together to mark, in the original contrast phase images, nuclei and cytoplasm of the cells referring to a mosaic of the culture, rather than to single images. The experiments carried out prove the effectiveness of our approach with cultures of cells stained with calcein (green/cytoplasm and nuclei) and hoechst (blue/nuclei) probes.

Keywords: Microscopy, image mosaicing, fluorescence, stem cells.

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Authors: Margareta Ilkova, Petr Teply

Abstract:

The article deals with dividends and their distribution from investors from a theoretical point of view. Some studies try to analyzed the reaction of the market on the dividend announcement and found out the change of dividend policy is associated with abnormal returns around the dividend announcement date. Another researches directly questioned the investors about their dividend preference and beliefs. Investors want the dividend from many reasons (e.g. some of them explain the dividend preference by the existence of transaction cost; investors prefer the dividend today, because there is less risky; the managers have private information about the firm). The most controversial theory of dividend policy was developed by Modigliani and Miller (1961) who demonstrated that in the perfect and complete capital markets the dividend policy is irrelevant and the value of the company is independent of its payout policy. Nevertheless, in the real world the capital markets are imperfect, because of asymmetric information, transaction costs, incomplete contracting possibilities and taxes.

Keywords: dividend distribution, taxation, payout policy, investor, Modigliani and Miller theorem

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Authors: Ajay Verma, Nitin Seth

Abstract:

In this era of competitiveness, there is a growing need for supply chains also to become competitive enough to handle pressures like varying customer’s expectations, low cost high quality products to be delivered at the minimum time and the most important is throat cutting competition at world wide scale. In the recent years, supply chain competitiveness has been, therefore, accepted as one of the most important philosophies in the supply chain literature. Various researchers and practitioners have tried to identify and implement strategies in supply chains which can bring competitiveness in the supply chains i.e. supply chain competitiveness. The purpose of this paper is to suggest select strategies for supply chain competitiveness in the Indian manufacturing sector using an integrated approach of literature review and exploratory interviews with eminent professionals from the supply chain area in various industries, academia and research. The aim of the paper is to highlight the important area of competitiveness in the supply chain and to suggest recommendations to the industry and managers of manufacturing sector.

Keywords: Competitiveness, Supply Chain Competitiveness, Collaboration, Coordination, Cooperation.

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Authors: Thi-Quynh Bui, Oum-El-Kheir Aktouf

Abstract:

This paper studies the dependability of componentbased applications, especially embedded ones, from the diagnosis point of view. The principle of the diagnosis technique is to implement inter-component tests in order to detect and locate the faulty components without redundancy. The proposed approach for diagnosing faulty components consists of two main aspects. The first one concerns the execution of the inter-component tests which requires integrating test functionality within a component. This is the subject of this paper. The second one is the diagnosis process itself which consists of the analysis of inter-component test results to determine the fault-state of the whole system. Advantage of this diagnosis method when compared to classical redundancy faulttolerant techniques are application autonomy, cost-effectiveness and better usage of system resources. Such advantage is very important for many systems and especially for embedded ones.

Keywords: Dependability, diagnosis, middlewares, embeddedsystems, fault tolerance, inter-component testing.

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Authors: Olugbara O.O., Adebiyi A.A.

Abstract:

Most standard software development methodologies are often not applied to software projects in many developing countries of the world. The approach generally practice is close to what eXtreme Programming (XP) is likely promoting, just keep coding and testing as the requirement evolves. XP is an agile software process development methodology that has inherent capability for improving efficiency of Business Software Development (BSD). XP can facilitate Business-to-Development (B2D) relationship due to its customer-oriented advocate. From practitioner point of view, we applied XP to BSD and result shows that customer involvement has positive impact on productivity, but can as well frustrate the success of the project. In an effort to promote software engineering practice in developing countries of Africa, we present the experiment performed, lessons learned, problems encountered and solution adopted in applying XP methodology to BSD.

Keywords: Requirements engineering, Requirements elicitation, Extreme programming, Mobile Work force

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Authors: L. V. Fui, A. Ulugbek, S. S. Dol

Abstract:

The in-cylinder flow and mixture formations are significant in view of today’s increasing concern on environmental issues and stringent emission regulations. In this paper, the numerical simulations of a SI engine at different engine speeds (2000-5000 rpm) at fixed intake flow pressure of 1 bar are studied using the AVL FIRE software. The simulation results show that when the engine speed at fixed intake flow pressure is increased, the volumetric efficiency of the engine decreases. This is due to a richer fuel conditions near the engine cylinder wall when engine speed is increased. Significant effects of impingement are also noted on the upper and side walls of the engine cylinder. These variations in mixture formation before ignition could affect the thermodynamics efficiency and specific fuel consumption that would lead to a reduced engine performance.

Keywords: AVL FIRE, fuel mass, IC engine, LES, RANS, turbulent intensity.

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Authors: Chang-Hsien Tai, Uzu-Kuei Hsu, Jr-Ming Miao, Yong-Jhou Lin

Abstract:

The development and application of wind power for renewable energy has attracted growing interest in recent years. Renewable energy sources are attracting much alteration as they can reduce both environmental damage and dependence on fossil fuels. With the growing need for sustainable energy supplies, a case is made for decentralized, stand-alone power supplies (SAPS) as an alternative to power grids. In the era which traditional petroleum energy resource decreasing and the green house affect significant increasing, the development and usage of regenerative resources is inevitable. Due to the contribution of the pioneers, the development of regenerative resources already has a remarkable achievement; however, in the view of economy and quantity, it is still a long road for regenerative energy to replace traditional petroleum energy. In our prospective, in stead of investigate larger regenerative energy equipment, it is much wiser to think about the blind side and breakthrough of the current technique.

Keywords: regenerative resources, hybrid system, transfer, storage, phase change

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Authors: M. Shakir Saat, M. Noh Ahmad, Dr, Amat Amir

Abstract:

A cart-ball system is a challenging system from the control engineering point of view. This is due to the nonlinearities, multivariable, and non-minimum phase behavior present in this system. This paper is concerned with the problem of modeling and control of such system. The objective of control strategy is to place the cart at a desired position while balancing the ball on the top of the arc-shaped track fixed on the cart. A State-Feedback Controller (SFC) with a pole-placement method will be designed in order to control the system. At first, the mathematical model of a cart-ball system in the state-space form is developed. Then, the linearization of a model will be established in order to design a SFC. The integral control strategy will be performed as to control the cart position of a system. Simulation work is then performed using MATLAB/SIMULINK software in order to study the performance of SFC when applied to the system.

Keywords: Cart-Ball System, Integral Control, Pole-PlacementMethod, State-Feedback Controller.

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Authors: Kuralay Kenzhekanova, Akmaral Dalelbekkyzy

Abstract:

The article is devoted to the problem of political discourse and its reflection on mass cognition. This article is dedicated to describe the myth as one of the main features of political discourse. The dominance of an expressional and emotional component in the myth is shown. Precedent phenomenon plays an important role in distinguishing the myth from the linguistic point of view. Precedent phenomena show the linguistic cognition, which is characterized by their fame and recognition. Four types of myths such as master myths, a foundation myth, sustaining myth, eschatological myths are observed. The myths about the national idea are characterized by national specificity. The main aim of the political discourse with the help of myths is to influence on the mass consciousness in order to motivate the addressee to certain actions so that the target purpose is reached owing to unity of forces.

Keywords: Cognition, myth, linguistic consciousness, types of myths, political discourse, political myth, precedent phenomena.

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Authors: Karima Siham Aoubid, Mohamed Boulemden

Abstract:

The development of the signal compression algorithms is having compressive progress. These algorithms are continuously improved by new tools and aim to reduce, an average, the number of bits necessary to the signal representation by means of minimizing the reconstruction error. The following article proposes the compression of Arabic speech signal by a hybrid method combining the wavelet transform and the linear prediction. The adopted approach rests, on one hand, on the original signal decomposition by ways of analysis filters, which is followed by the compression stage, and on the other hand, on the application of the order 5, as well as, the compression signal coefficients. The aim of this approach is the estimation of the predicted error, which will be coded and transmitted. The decoding operation is then used to reconstitute the original signal. Thus, the adequate choice of the bench of filters is useful to the transform in necessary to increase the compression rate and induce an impercevable distortion from an auditive point of view.

Keywords: Compression, linear prediction analysis, multiresolution analysis, speech signal.

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Authors: А. Pashayev, D. Askerov, R. Sadiqov, A. Samedov, C. Ardil

Abstract:

In contrast to existing methods which do not take into account multiconnectivity in a broad sense of this term, we develop mathematical models and highly effective combination (BIEM and FDM) numerical methods of calculation of stationary and quasistationary temperature field of a profile part of a blade with convective cooling (from the point of view of realization on PC). The theoretical substantiation of these methods is proved by appropriate theorems. For it, converging quadrature processes have been developed and the estimations of errors in the terms of A.Ziqmound continuity modules have been received. For visualization of profiles are used: the method of the least squares with automatic conjecture, device spline, smooth replenishment and neural nets. Boundary conditions of heat exchange are determined from the solution of the corresponding integral equations and empirical relationships. The reliability of designed methods is proved by calculation and experimental investigations heat and hydraulic characteristics of the gas turbine first stage nozzle blade.

Keywords: Modeling, Simulating, Gas Turbine, Cooled Blades.

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Authors: Cheng Fang Hsu, Shinn-Jong Lin

Abstract:

This paper aims at a new challenge of customer satisfaction on mobile customer relationship management. In this paper presents a conceptualization of mCRM on its unique characteristics of customer satisfaction. Also, this paper develops an empirical framework in conception of customer satisfaction in mCRM. A single-case study is applied as the methodology. In order to gain an overall view of the empirical case, this paper accesses to invisible and important information of company in this investigation. Interview is the key data source form the main informants of the company through which the issues are identified and the proposed framework is built. It supports the development of customer satisfaction in mCRM; links this theoretical framework into practice; and provides the direction for future research. Therefore, this paper is very useful for the industries as it helps them to understand how customer satisfaction changes the mCRM structure and increase the business competitive advantage. Finally, this paper provides a contribution in practice by linking a theoretical framework in conception of customer satisfaction in mCRM for companies to a practical real case.

Keywords: Customer Satisfaction; mCRM; MobileCommunication.

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