Search results for: customer path

Authors: Sang Ho Lee, Tae Heon Moon, Youn Taik Leem, Kwang Woo Nam

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Knowledge and IT inputs to other industrial production have become more important as a key factor for the competitiveness of national and regional economies, such as knowledge economies in smart cities. Knowledge and IT industries lead the industrial innovation and technical (r)evolution through low cost, high efficiency in production, and by creating a new value chain and new production path chains, which is referred as knowledge and IT dynamics. This study aims to investigate the knowledge and IT dynamics in Korea, which are analyzed through the input-output model and structural path analysis. Twenty-eight industries were reclassified into seven categories; Agriculture and Mining, IT manufacture, Non-IT manufacture, Construction, IT-service, Knowledge service, Non-knowledge service to take close look at the knowledge and IT dynamics. Knowledge and IT dynamics were analyzed through the change of input output coefficient and multiplier indices in terms of technical innovation, as well as the changes of the structural paths of the knowledge and IT to other industries in terms of new production value creation from 1985 and 2010. The structural paths of knowledge and IT explain not only that IT foster the generation, circulation and use of knowledge through IT industries and IT-based service, but also that knowledge encourages IT use through creating, sharing and managing knowledge. As a result, this paper found the empirical investigation on the knowledge and IT dynamics of the Korean economy. Knowledge and IT has played an important role regarding the inter-industrial transactional input for production, as well as new industrial creation. The birth of the input-output production path has mostly originated from the knowledge and IT industries, while the death of the input-output production path took place in the traditional industries from 1985 and 2010. The Korean economy has been in transition to a knowledge economy in the Smart City.

Keywords: Knowledge and IT industries, input-output model, structural path analysis, dynamics of knowledge and IT, knowledge economy, knowledge city, smart city.

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Authors: Chaudhuri Manoj Kumar Swain, Susmita Das

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This paper explores a detailed procedure of predicting a path loss (PL) model and its application in estimating the coverage probability in a WiMAX network. For this a hybrid approach is followed in predicting an empirical PL model of a 2.65 GHz WiMAX network deployed in a suburban environment. Data collection, statistical analysis, and regression analysis are the phases of operations incorporated in this approach and the importance of each of these phases has been discussed properly. The procedure of collecting data such as received signal strength indicator (RSSI) through experimental set up is demonstrated. From the collected data set, empirical PL and RSSI models are predicted with regression technique. Furthermore, with the aid of the predicted PL model, essential parameters such as PL exponent as well as the coverage probability of the network are evaluated. This research work may assist in the process of deployment and optimisation of any cellular network significantly.

Keywords: WiMAX, RSSI, path loss, coverage probability, regression analysis.

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Authors: Masao Ohta, Yoshiyuki Higuchi

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This study analyses store layout among the many factors that underlie supermarket store design, this; in terms of what to display in a shop and where to place the items. This report examines newly-opened stores and evaluates their interior shop floor layouts, which we then attempt to categorize by various styles. We then consider the interaction between shop floor layout and customer behavior from the perspective of the supermarket as the seller. At this point, we focus on the “store magnets"–the main sections within the shop likely to attract customers into the store.

Keywords: Supermarket Store Layout, Sales magnet, Customer Circulation Rate, Section Drop-by Rates.

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Authors: Yibo Fan, Takeshi Ikenaga, Yukiyasu Tsunoo, Satoshi Goto

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This paper proposes a low-cost reconfigurable architecture for AES algorithm. The proposed architecture separates SubBytes and MixColumns into two parallel data path, and supports different bit-width operation for this two data path. As a result, different number of S-box can be supported in this architecture. The throughput and power consumption can be adjusted by changing the number of S-box running in this design. Using the TSMC 0.18μm CMOS standard cell library, a very low-cost implementation of 7K Gates is obtained under 182MHz frequency. The maximum throughput is 360Mbps while using 4 S-Box simultaneously, and the minimum throughput is 114Mbps while only using 1 S-Box

Keywords: AES, Reconfigurable architecture, low cost

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Authors: Anastasis Kounoudes, Stephanos Mavromoustakos

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Electronic commerce is growing rapidly with on-line sales already heading for hundreds of billion dollars per year. Due to the huge amount of money transferred everyday, an increased security level is required. In this work we present the architecture of an intelligent speaker verification system, which is able to accurately verify the registered users of an e-commerce service using only their voices as an input. According to the proposed architecture, a transaction-based e-commerce application should be complemented by a biometric server where customer-s unique set of speech models (voiceprint) is stored. The verification procedure requests from the user to pronounce a personalized sequence of digits and after capturing speech and extracting voice features at the client side are sent back to the biometric server. The biometric server uses pattern recognition to decide whether the received features match the stored voiceprint of the customer who claims to be, and accordingly grants verification. The proposed architecture can provide e-commerce applications with a higher degree of certainty regarding the identity of a customer, and prevent impostors to execute fraudulent transactions.

Keywords: Speaker Recognition, Biometrics, E-commercesecurity.

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Authors: B. Zatwarnicka-Madura

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The objective of the article was to identify the impacts of gamification on customers' behaviour. The most important applications of games in marketing and mechanisms of gamification are presented in the article. A detailed analysis of the influence of gamification on customers using two brands, Foursquare and Nike, was also presented. Research studies using auditory survey methods were carried out among 176 young respondents, who are potential targets of gamification. The studies confirmed a huge participation of young people in customer loyalty programs with relatively low participation in other gamificationbased marketing activities. The research findings clearly indicate that gamification mechanisms are the most attractive.

Keywords: Customer loyalty, games, gamification, social aspects.

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Authors: Davide Pierattoni, Ivan Macor, Pier Luca Montessoro

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In the recent years multimedia traffic and in particular VoIP services are growing dramatically. We present a new algorithm to control the resource utilization and to optimize the voice codec selection during SIP call setup on behalf of the traffic condition estimated on the network path. The most suitable methodologies and the tools that perform realtime evaluation of the available bandwidth on a network path have been integrated with our proposed algorithm: this selects the best codec for a VoIP call in function of the instantaneous available bandwidth on the path. The algorithm does not require any explicit feedback from the network, and this makes it easily deployable over the Internet. We have also performed intensive tests on real network scenarios with a software prototype, verifying the algorithm efficiency with different network topologies and traffic patterns between two SIP PBXs. The promising results obtained during the experimental validation of the algorithm are now the basis for the extension towards a larger set of multimedia services and the integration of our methodology with existing PBX appliances.

Keywords: Integrated voice-data communication, computernetwork performance, resource optimization.

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Authors: Wanida Suwunniponth

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The objectives of this research paper were to study the expectation and satisfaction of tourists in five tourism service quality dimensions, namely, website quality, service ability, trust ability, customer empathy, and responsiveness to customer and also to study the influences of satisfaction affecting loyalty toward quality service of the online tourism enterprises located in Bangkok Thailand. This research utilized both quantitative and qualitative research methods. In terms of quantitative method, a questionnaire was used as a tool to collect data from 400 tourists who were using in online travel services. Statistics analysis included descriptive statistics, t-test and Multiple Regression Analysis. In terms of qualitative analysis, an in-depth interview and content analysis were used along with 10 individual management levels of e-commerce enterprises.

The results revealed that the respondents had higher expectations than their level of satisfaction in all five categories. However, the respondents were more satisfied with online travel services than without online service. The demographic factors such as gender and age had no influence on the level of satisfaction whereas the demographic factors of education, occupation, and income had influenced the level of satisfaction. The test results also indicated that the level of satisfaction from responsiveness to customer had the highest influence on the loyalty of tourists who used online travel. The level of satisfaction from customer empathy had the highest influence on the tourists to recommend others to use online travel services. Also, the level of satisfaction from service ability had the highest influence on tourists to take an actual trip.

Keywords: Satisfaction, Loyalty, Service Quality, Online Tourism Enterprises.

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Authors: Zone-Ching Lin, Hao-Yuan Jheng, Shih-Hung Ma

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The present paper proposes using atomic force microscopy (AFM) and the concept of specific down force energy (SDFE) to establish a method for fabricating and cutting the burr for Y shape nanochannel on silicon (Si) substrate. For fabricating Y shape nanochannel, it first makes the experimental cutting path planning for fabricating Y shape nanochannel until the fifth cutting layer. Using the constant down force by AFM and SDFE theory and following the experimental cutting path planning, the cutting depth and width of each pass of Y shape nanochannel can be predicted by simulation. The paper plans the path for cutting the burr at the edge of Y shape nanochannel. Then, it carries out cutting the burr along the Y nanochannel edge by using a smaller down force. The height of standing burr at the edge is required to be below the set value of 0.54 nm. The results of simulation and experiment of fabricating and cutting the burr for Y shape nanochannel is further compared.

Keywords: Atomic force microscopy, nanochannel, specific down force energy, Y shape, burr, silicon.

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Authors: Tayeb Lardjane, Rabah Messaci

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We consider a network of two M/M/1 parallel queues having the same poisonnian arrival stream with rate λ. Upon his arrival to the system a customer heads to the shortest queue and stays until being served. If the two queues have the same length, an arriving customer chooses one of the two queues with the same probability. Each duration of service in the two queues is an exponential random variable with rate μ and no jockeying is permitted between the two queues. A new numerical method, based on linear programming and convex optimization, is performed for the computation of the steady state solution of the system.

Keywords: Steady state solution, matrix formulation, convex set, shortest queue, linear programming.

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Authors: Doraid Dalalah

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A topologically oriented neural network is very efficient for real-time path planning for a mobile robot in changing environments. When using a recurrent neural network for this purpose and with the combination of the partial differential equation of heat transfer and the distributed potential concept of the network, the problem of obstacle avoidance of trajectory planning for a moving robot can be efficiently solved. The related dimensional network represents the state variables and the topology of the robot's working space. In this paper two approaches to problem solution are proposed. The first approach relies on the potential distribution of attraction distributed around the moving target, acting as a unique local extreme in the net, with the gradient of the state variables directing the current flow toward the source of the potential heat. The second approach considers two attractive and repulsive potential sources to decrease the time of potential distribution. Computer simulations have been carried out to interrogate the performance of the proposed approaches.

Keywords: Mobile robot, Path Planning, Mesh, Potential field.

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Authors: Baoshan Wei, Shuai Han, Xing Zhang

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Local obstacle avoidance is critical for mobile robot navigation. It is a challenging task to ensure path optimality and safety in cluttered environments. We proposed an Environment Aware Dynamic Window Approach in this paper to cope with the issue. The method integrates environment characterization into Dynamic Window Approach (DWA). Two strategies are proposed in order to achieve the integration. The local goal strategy guides the robot to move through openings before approaching the final goal, which solves the local minima problem in DWA. The adaptive control strategy endows the robot to adjust its state according to the environment, which addresses path safety compared with DWA. Besides, the evaluation shows that the path generated from the proposed algorithm is safer and smoother compared with state-of-the-art algorithms.

Keywords: Adaptive control, dynamic window approach, environment aware, local obstacle avoidance, mobile robots.

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Authors: Sung Ho Ha, Seong Hyeon Joo, Hyun U. Pae

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In terms of total online audience, newspapers are the most successful form of online content to date. The online audience for newspapers continues to demand higher-quality services, including personalized news services. News providers should be able to offer suitable users appropriate content. In this paper, a news article recommender system is suggested based on a user-s preference when he or she visits an Internet news site and reads the published articles. This system helps raise the user-s satisfaction, increase customer loyalty toward the content provider.

Keywords: Content classification, content recommendation, customer profiling, documents clustering.

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Authors: Tasneem Halawani, Yamen Khateeb

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With customers’ ever-increasing expectations for fast services provisioning for all their business needs, information technology (IT) organizations, as business partners, have to cope with this demanding environment and deliver their services in the most effective and efficient way. The purpose of this paper is to identify optimization and automation opportunities for the top requested IT services in a heterogenic digital environment and widely spread customer base. In collaboration with systems, processes, and subject matter experts (SMEs), the processes in scope were approached by analyzing four-year related historical data, identifying and surveying stakeholders, modeling the as-is processes, and studying systems integration/automation capabilities. This effort resulted in identifying several pain areas, including standardization, unnecessary customer and IT involvement, manual steps, systems integration, and performance measurement. These pain areas were addressed by standardizing the top five requested IT services, eliminating/automating 43 steps, and utilizing a single platform for end-to-end process execution. In conclusion, the optimization of IT service request processes in a heterogenic digital environment and widely spread customer base is challenging, yet achievable without compromising the service quality and customers’ added value. Further studies can focus on measuring the value of the eliminated/automated process steps to quantify the enhancement impact. Moreover, a similar approach can be utilized to optimize other IT service requests, with a focus on business criticality.

Keywords: Automation, customer value, heterogenic, integration, IT services, optimization, processes.

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Authors: Iau-Teh Wang, Chin-Yu Lee

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The impact force of a rockfall is mainly determined by its moving behavior and velocity, which are contingent on the rock shape, slope gradient, height, and surface roughness of the moving path. It is essential to precisely calculate the moving path of the rockfall in order to effectively minimize and prevent damages caused by the rockfall. By applying the Colorado Rockfall Simulation Program (CRSP) program as the analysis tool, this research studies the influence of three shapes of rock (spherical, cylindrical and discoidal) and surface roughness on the moving path of a single rockfall. As revealed in the analysis, in addition to the slope gradient, the geometry of the falling rock and joint roughness coefficient ( JRC ) of the slope are the main factors affecting the moving behavior of a rockfall. On a single flat slope, both the rock-s bounce height and moving velocity increase as the surface gradient increases, with a critical gradient value of 1:m = 1 . Bouncing behavior and faster moving velocity occur more easily when the rock geometry is more oval. A flat piece tends to cause sliding behavior and is easily influenced by the change of surface undulation. When JRC <1.4 the moving velocity decreases and the bounce height increases as JRC increases. If the gradient is fixed, when JRC is greater, the bounce height will be higher, while the moving velocity will experience a downward trend. Therefore, the best protecting point and facilities can be chosen if the moving paths of rockfalls are precisely estimated.

Keywords: rock shape, surface roughness, moving path.

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Authors: Bundit Pungnirund

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The objective of this research was to study the influence of marketing mix on customers purchasing behavior. A total of 397 respondents were collected from customers who were the patronages of the Chatuchak Plaza market. A questionnaire was utilized as a tool to collect data. Statistics utilized in this research included frequency, percentage, mean, standard deviation, and multiple regression analysis. Data were analyzed by using Statistical Package for the Social Sciences. The findings revealed that the majority of respondents were male with the age between 25-34 years old, hold undergraduate degree, married and stay together. The average income of respondents was between 10,001-20,000 baht. In terms of occupation, the majority worked for private companies. The research analysis disclosed that there were three variables of marketing mix which included price (X2), place (X3), and product (X1) which had an influence on the frequency of customer purchasing. These three variables can predict a purchase about 30 percent of the time by using the equation; Y1 = 6.851 + .921(X2) + .949(X3) + .591(X1). It also found that in terms of marketing mixed, there were two variables had an influence on the amount of customer purchasing which were physical characteristic (X6), and the process (X7). These two variables are 17 percent predictive of a purchasing by using the equation: Y2 = 2276.88 + 2980.97(X6) + 2188.09(X7).

Keywords: Influences, Marketing Mixed, Purchasing Behavior.

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Authors: Dulal Acharjee, Punyaban Patel

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For collecting data from all sensor nodes, some changes in Dynamic Source Routing (DSR) protocol is proposed. At each hop level, route-ranking technique is used for distributing packets to different selected routes dynamically. For calculating rank of a route, different parameters like: delay, residual energy and probability of packet loss are used. A hybrid topology of DMPR(Disjoint Multi Path Routing) and MMPR(Meshed Multi Path Routing) is formed, where braided topology is used in different faulty zones of network. For reducing energy consumption, variant transmission ranges is used instead of fixed transmission range. For reducing number of packet drop, a fuzzy logic inference scheme is used to insert different types of delays dynamically. A rule based system infers membership function strength which is used to calculate the final delay amount to be inserted into each of the node at different clusters. In braided path, a proposed 'Dual Line ACK Link'scheme is proposed for sending ACK signal from a damaged node or link to a parent node to ensure that any error in link or any node-failure message may not be lost anyway. This paper tries to design the theoretical aspects of a model which may be applied for collecting data from any large hanging iron structure with the help of wireless sensor network. But analyzing these data is the subject of material science and civil structural construction technology, that part is out of scope of this paper.

Keywords: Metallic corrosion, Multi Path Routing, DisjointMPR, Meshed MPR, braided path, dual line ACK link, route rankingand Fuzzy Logic.

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Authors: Faizal A. Samman, Thomas Hollstein, Manfred Glesner

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This paper presents design trade-off and performance impacts of the amount of pipeline phase of control path signals in a wormhole-switched network-on-chip (NoC). The numbers of the pipeline phase of the control path vary between two- and one-cycle pipeline phase. The control paths consist of the routing request paths for output selection and the arbitration paths for input selection. Data communications between on-chip routers are implemented synchronously and for quality of service, the inter-router data transports are controlled by using a link-level congestion control to avoid lose of data because of an overflow. The trade-off between the area (logic cell area) and the performance (bandwidth gain) of two proposed NoC router microarchitectures are presented in this paper. The performance evaluation is made by using a traffic scenario with different number of workloads under 2D mesh NoC topology using a static routing algorithm. By using a 130-nm CMOS standard-cell technology, our NoC routers can be clocked at 1 GHz, resulting in a high speed network link and high router bandwidth capacity of about 320 Gbit/s. Based on our experiments, the amount of control path pipeline stages gives more significant impact on the NoC performance than the impact on the logic area of the NoC router.

Keywords: Network-on-Chip, Synchronous Parallel Pipeline, Router Architecture, Wormhole Switching

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Authors: Almutasim Billa A. Alanazi, Hal S. Tharp

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Artificial Intelligence (AI), specifically Reinforcement Learning (RL), has proven helpful in many control path planning technologies by maximizing and enhancing their performance, such as navigation systems. Since it learns from experience by interacting with the environment to determine the optimal policy, the optimal policy takes the best action in a particular state, accounting for the long-term rewards. Most navigation systems focus primarily on "arriving faster," overlooking safety and efficiency while estimating the optimum path, as safety and efficiency are essential factors when planning for a long-distance journey. This paper represents an RL control model that proposes a control mechanism for improving navigation systems. Also, the model could be applied to other control path planning applications because it is adjustable and can accept different properties and parameters. However, the navigation system application has been taken as a case and evaluation study for the proposed model. The model utilized a Q-learning algorithm for training and updating the policy. It allows the agent to analyze the quality of an action made in the environment to maximize rewards. The model gives the ability to update rewards regularly based on safety and efficiency assessments, allowing the policy to consider the desired safety and efficiency benefits while making decisions, which improves the quality of the decisions taken for path planning compared to the conventional RL approaches.

Keywords: Artificial intelligence, control system, navigation systems, reinforcement learning.

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Authors: Ramya Dorai, M. Rajaram

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A Mobile Adhoc Network (MANET) is a collection of mobile nodes that communicate with each other with wireless links and without pre-existing communication infrastructure. Routing is an important issue which impacts network performance. As MANETs lack central administration and prior organization, their security concerns are different from those of conventional networks. Wireless links make MANETs susceptible to attacks. This study proposes a new trust mechanism to mitigate wormhole attack in MANETs. Different optimization techniques find available optimal path from source to destination. This study extends trust and reputation to an improved link quality and channel utilization based Adhoc Ondemand Multipath Distance Vector (AOMDV). Differential Evolution (DE) is used for optimization.

Keywords: Mobile Adhoc Network (MANET), Adhoc Ondemand Multi-Path Distance Vector (AOMDV), Trust and Reputation, Differential Evolution (DE), Link Quality, Channel Utilization.

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Authors: Prateep Wajeetongratana

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This study is a descriptive-normative research. It attempted to investigate the restaurants’ firm performance in terms of the customers and restaurant personnel’s degree of satisfaction. A total of 12 restaurants in Bangkok, Thailand that offer Thai cuisine were included in this study. It involved 24 stockholders/managers, 120 subordinates and 360 customers. General Managers and restaurants’ stockholders, 10 staffs, and 30 costumers for each restaurant were chosen for random sampling. This study found that respondents are slightly satisfied with their work environment but are generally satisfied with the accessibility to transportation, to malls, convenience, safety, recreation, noise-free, and attraction; customers find the Quality of Food in most Thai Cuisines like services, prices of food, sales promotion, and capital and length of service satisfactory. Therefore, both stockholder-related and personnel-related factors which are influenced by restaurant, personnel, and customer-related factors are partially accepted whereas; customer-related factors which are influenced by restaurant, personnel and customer-related factors are rejected.

Keywords: Firm performance, Thai Cuisine, Tourism industry.

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Authors: Gao Xian-Zhong, Hou Zhong-xi, Guo Zheng, Liu Jian-xia

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Gliding during night without electric power is an efficient method to enhance endurance performance of solar aircrafts. The properties of maximum gliding endurance path are studied in this paper. The problem is formulated as an optimization problem about maximum endurance can be sustained by certain potential energy storage with dynamic equations and aerodynamic parameter constrains. The optimal gliding path is generated based on gauss pseudo-spectral method. In order to analyse relationship between altitude, velocity of solar UAVs and its endurance performance, the lift coefficient in interval of [0.4, 1.2] and flight envelopes between 0~30km are investigated. Results show that broad range of lift coefficient can improve solar aircrafts- long endurance performance, and it is possible for a solar aircraft to achieve the aim of long endurance during whole night just by potential energy storage.

Keywords: Solar UAVs, Gliding Endurance, gauss pseudo-spectral method, optimization problem

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Authors: José Maria A. Pangilinan, Gerrit K. Janssens

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This paper presents an overview of the multiobjective shortest path problem (MSPP) and a review of essential and recent issues regarding the methods to its solution. The paper further explores a multiobjective evolutionary algorithm as applied to the MSPP and describes its behavior in terms of diversity of solutions, computational complexity, and optimality of solutions. Results show that the evolutionary algorithm can find diverse solutions to the MSPP in polynomial time (based on several network instances) and can be an alternative when other methods are trapped by the tractability problem.

Keywords: Multiobjective evolutionary optimization, geneticalgorithms, shortest paths.

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Authors: Gyu-Jin Shim, Seung-Moon Baek, Choon-Geun Moon, Ho-Saeng Lee, Jung-In Yoon

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The experimental thermal performance of two heat exchangers in closed-wet cooling tower (CWCT) was investigated in this study. The test sections are heat exchangers which have multi path that is used as the entrance of cooling water and are consisting of bare-type copper tubes between 15.88mm and 19.05mm. The process fluids are the cooling water that flows from top part of heat exchanger to bottom side in the inner side of tube, and spray water that flows gravitational direction in the outer side of it. Air contacts its outer side of that as it counterflows. Heat and mass transfer coefficients and cooling capacity were calculated with variations of process fluids, multi path and different diameter tubes to figure out the performance of characteristics of CWCT. The main results were summarized as follows: The results show this experiment is reliable with values of heat and mass transfer coefficients comparing to values of correlations. Heat and mass transfer coefficients and cooling capacity of two paths are higher than these with one path using 15.88 and 19.05mm tubes. Cooling capacity per unit volume with 15.88mm tube using one and two paths are higher than 19.05mm tube due to increase of surface area per unit volume.

Keywords: Closed–Wet Cooling Tower, Cooling Capacity, Heatand Mass Transfer Coefficients.

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Authors: Angelo Corallo, Maria Elena Latino, Marta Menegoli

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Agri-food value chain involves various stakeholders with different roles. All of them abide by national and international rules and leverage marketing strategies to advance their products. Food products and related processing phases carry with it a big mole of data that are often not used to inform final customer. Some data, if fittingly identified and used, can enhance the single company, and/or the all supply chain creates a math between marketing techniques and voluntary traceability strategies. Moreover, as of late, the world has seen buying-models’ modification: customer is careful on wellbeing and food quality. Food citizenship and food democracy was born, leveraging on transparency, sustainability and food information needs. Internet of Things (IoT) and Analytics, some of the innovative technologies of Industry 4.0, have a significant impact on market and will act as a main thrust towards a genuine ‘4.0 change’ for agriculture. But, realizing a traceability system is not simple because of the complexity of agri-food supply chain, a lot of actors involved, different business models, environmental variations impacting products and/or processes, and extraordinary climate changes. In order to give support to the company involved in a traceability path, starting from business model analysis and related business process a Framework to Manage Product Data in Agri-Food Supply Chain for Voluntary Traceability was conceived. Studying each process task and leveraging on modeling techniques lead to individuate information held by different actors during agri-food supply chain. IoT technologies for data collection and Analytics techniques for data processing supply information useful to increase the efficiency intra-company and competitiveness in the market. The whole information recovered can be shown through IT solutions and mobile application to made accessible to the company, the entire supply chain and the consumer with the view to guaranteeing transparency and quality.

Keywords: Agriculture 4.0, agri-food supply chain, Industry 4.0, voluntary traceability.

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Authors: Shaheena Erkiah, Adjnu Damar Ladkoo

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Worldwide, improving tourism competitiveness has been on the agendas of many stakeholders of the hotel sector, and they seem to have agreed that one of the best ways to compete is via the implementation of electronic customer relationship management (e-CRM). In so doing, the organizations enjoy strategic positioning on the competitive market by managing better not only the customers but, other business components including knowledge and employee management. Over the recent years, the tourism industry in Mauritius has witnessed a drastic economic boom at international and national levels; providing a new outlook to boost business performance through existing and potential customers. E-CRM has been one of the management tools used to achieving this position. Thus, this insightful context- Mauritius- was opted for the study. The aim was to assess the effectiveness of e-CRM as a strategic tool in the hotel sector in Mauritius through the implementation of business strategy to create competitive advantage and impact on the business performance. To achieve the objectives of the study, a quantitative research methodology was adopted and the research revealed that e-CRM is indeed an effective strategic tool in the hotel industry in Mauritius that can provide a competitive advantage and impact positively on the organization’s performance.

Keywords: Customer, electronic, management, relationship, strategic.

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Authors: T.C. Manjunath,

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This paper features the trajectory planning design of a indigenously developed 4-Axis SCARA robot which is used for doing successful robotic manipulation task in the laboratory. Once, a trajectory is being designed and given as input to the robot, the robot's gripper tip moves along that specified trajectory. Trajectories have to be designed in the work space only. The main idea of this paper is to design a continuous path trajectory model for the indigenously developed SCARA robot arm during its maneuvering from one point to another point (during pick and place operations) in a workspace avoiding all the obstacles in its path of motion.

Keywords: SCARA, Trajectory, Planning.

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Authors: Miloš Šeda

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Finding the shortest path between two positions is a fundamental problem in transportation, routing, and communications applications. In robot motion planning, the robot should pass around the obstacles touching none of them, i.e. the goal is to find a collision-free path from a starting to a target position. This task has many specific formulations depending on the shape of obstacles, allowable directions of movements, knowledge of the scene, etc. Research of path planning has yielded many fundamentally different approaches to its solution, mainly based on various decomposition and roadmap methods. In this paper, we show a possible use of visibility graphs in point-to-point motion planning in the Euclidean plane and an alternative approach using Voronoi diagrams that decreases the probability of collisions with obstacles. The second application area, investigated here, is focused on problems of finding minimal networks connecting a set of given points in the plane using either only straight connections between pairs of points (minimum spanning tree) or allowing the addition of auxiliary points to the set to obtain shorter spanning networks (minimum Steiner tree).

Keywords: motion planning, spanning tree, Steiner tree, Delaunay triangulation, Voronoi diagram.

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Authors: Rajasekhar Mamilla, Janardhana G., Anjan Babu G.

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The present research study analyses the students’ satisfaction with university performance regarding the reliability dimension, ability of professors and staff to perform the promised services with quality to students in the post-graduate courses offered by Sri Venkateswara University in India. The research is done with the notion that the student compares the perceived performance with prior expectations. Customer satisfaction is seen as the outcome of this comparison. The sample respondents were administered with schedule based on stratified random technique for this study. Statistical techniques such as factor analysis, t-test and correlation analysis were used to accomplish the respective objectives of the study.

Keywords: Satisfaction, Reliability, Service Quality.

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Authors: Taru Hakanen, Mervi Murtonen

Abstract:

This study aims to increase understanding of the transition of business models in servitization. The significance of service in all business has increased dramatically during the past decades. Service-dominant logic (SDL) describes this change in the economy and questions the goods-dominant logic on which business has primarily been based in the past. A business model canvas is one of the most cited and used tools in defining end developing business models. The starting point of this paper lies in the notion that the traditional business model canvas is inherently goods-oriented and best suits for product-based business. However, the basic differences between goods and services necessitate changes in business model representations when proceeding in servitization. Therefore, new knowledge is needed on how the conception of business model and the business model canvas as its representation should be altered in servitized firms in order to better serve business developers and interfirm co-creation. That is to say, compared to products, services are intangible and they are co-produced between the supplier and the customer. Value is always co-created in interaction between a supplier and a customer, and customer experience primarily depends on how well the interaction succeeds between the actors. The role of service experience is even stronger in service business compared to product business, as services are co-produced with the customer. This paper provides business model developers with a service business model canvas, which takes into account the intangible, interactive, and relational nature of service. The study employs a design science approach that contributes to theory development via design artifacts. This study utilizes qualitative data gathered in workshops with ten companies from various industries. In particular, key differences between Goods-dominant logic (GDL) and SDLbased business models are identified when an industrial firm proceeds in servitization. As the result of the study, an updated version of the business model canvas is provided based on service-dominant logic. The service business model canvas ensures a stronger customer focus and includes aspects salient for services, such as interaction between companies, service co-production, and customer experience. It can be used for the analysis and development of a current service business model of a company or for designing a new business model. It facilitates customer-focused new service design and service development. It aids in the identification of development needs, and facilitates the creation of a common view of the business model. Therefore, the service business model canvas can be regarded as a boundary object, which facilitates the creation of a common understanding of the business model between several actors involved. The study contributes to the business model and service business development disciplines by providing a managerial tool for practitioners in service development. It also provides research insight into how servitization challenges companies’ business models.

Keywords: Boundary object, business model canvas, managerial tool, service-dominant logic.

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