Text2Emotion: un gestor d'experiències SOA : extracció d'emocions per al suport a la gestió de relació amb clients

Customer Experience Management (CEM) se ha convertido en un factor clave para el éxito de las empresas. CEM gestiona todas las experiencias que un cliente tiene con un proveedor de servicios o productos. Es muy importante saber como se siente un cliente en cada contacto y entonces poder sugerir automáticamente la próxima tarea a realizar, simplificando tareas realizadas por personas. En este proyecto se desarrolla una solución para evaluar experiencias. Primero se crean servicios web que clasifican experiencias en estados emocionales dependiendo del nivel de satisfacción, interés, … Esto es realizado a través de minería de textos. Se procesa y clasifica información no estructurada (documentos de texto) que representan o describen las experiencias. Se utilizan métodos de aprendizaje supervisado. Esta parte es desarrollada con una arquitectura orientada a servicios (SOA) para asegurar el uso de estándares y que los servicios sean accesibles por cualquier aplicación. Estos servicios son desplegados en un servidor de aplicaciones. En la segunda parte se desarrolla dos aplicaciones basadas en casos reales. En esta fase Cloud computing es clave. Se utiliza una plataforma de desarrollo en línea para crear toda la aplicación incluyendo tablas, objetos, lógica de negocio e interfaces de usuario. Finalmente los servicios de clasificación son integrados a la plataforma asegurando que las experiencias son evaluadas y que las tareas de seguimiento son automáticamente creadas.

The causal relationship between Individual’s choice behavior and self-reported satisfaction: the case of residential mobility in the EU

One of the most persistent and lasting debates in economic research refers to whether the answers to subjective questions can be used to explain individuals’ economic behavior. Using panel data for twelve EU countries, in the present study we analyze the causal relationship between self-reported housing satisfaction and residential mobility. Our results indicate that: i) households unsatisfied with their current housing situation are more likely to move; ii) housing satisfaction raises after a move, and; iii) housing satisfaction increases with the transition from being a renter to becoming a homeowner. Some interesting cross-country differences are observed. Our findings provide evidence in favor of use of subjective indicators of satisfaction with certain life domains in the analysis of individuals’ economic conduct.

Individual Aspirations and Satisfaction:Quantifying the Importance of Homeownership

Residential satisfaction is often used as a barometer to assess the performance of public policy and programmes designed to raise individuals' well-being. However, the fact that responses elicited from residents might be biased by subjective, non-observable factors casts doubt on whether these responses can be taken as trustable indicators of the individuals' housing situation. Emotional factors such as aspirations or expectations might affect individuals' cognitions of their true residential situation. To disentangle this puzzle, we investigated whether identical residential attributes can be perceived differently depending on tenure status. Our results indicate that tenure status is crucial not only in determining the level of housing satisfaction, but also regarding how dwellers perceive their housing characteristics. Keywords: Housing satisfaction, subjective well-being, homeownership. JEL classification: D1, R2.

Adaptación del CSS al marketing político

Resum El present treball és un estudi sobre l’adaptació de la coneguda tècnica de marketing dels Estudis de Satisfacció de Clients -Costumers Satisfaction Survey (CSS)- al marketing polític. En ell es desenvolupa el concepte estratègic de client així com la importància d’una bona gestió de la cartera de clients en l’empresa. Fent un compendi dels atributs més rellevants dels CSS, s’estableix un paral•lelisme entre empresa i administració per extrapolar-ne els CSS i obtenir els Estudis de Satisfacció Ciutadana –Citizen Survey Satisfaction (CzSS). Finalment, s’estudia la utilitat dels CzSS, i la seva aplicació al marketing polític, plantejant-ne un cas pràctic amb el disseny d’una enginyeria de CzSS pel Perú.

Mobility and Housing Satisfaction: An Empirical Analysis for Twelve EU Countries

Using panel data for twelve EU countries, we analyze the relationship between selfreported housing satisfaction and residential mobility. Our results indicate the existence of a positive link between the two variables and that housing satisfaction exerts a mediating effect between residential characteristics and dwellers' mobility propensities. Some interesting cross-country differences regarding the effect of other variables on mobility are also observed. Our results can be used in defining, implementing and evaluating housing and neighbourhood policies. Residential satisfaction is put forward as one of the most appropriate indicators of the success or failure of such policies. Keywords: Housing satisfaction, residential mobility JEL classification: R21, D19

Disentangling the Housing Satisfaction Puzzle: Does Homeownership Really Matter?

There is a general consensus that homeownership has beneficial effects for both individuals and society in many outcomes. However, research regarding the effect of homeownership on individuals' subjective well-being remains inconclusive. In this paper, for the first time, we provide empirical evidence for the link between homeownership and housing satisfaction using panel data. We use the eight waves of the European Community Household Panel (ECHP) covering the period 1994-2001. We observe that renters who become homeowners not only experience a significant increase in housing satisfaction, but also after changing their tenure status, they obtain a different utility from the same housing context. This evidence might provide support to the hypothesis that a share of the differences in the perceived utility derived from housing can be attributed to (un)fulfilled expectations or aspirations regarding homeownership. Keywords: Housing satisfaction, subjective well-being, homeownership, fixed-effects, housing aspirations JEL classification: D1, R2.

Contextualizing the impact of work organization on employee satisfaction

The paper assesses the relationship between the use of alternative workplace practices (AWP) and job satisfaction. Using a unique employeremployee data set with rich information on both firm and employee characteristics we test whether there is a positive impact of AWPs on job satisfaction (motivation hypothesis) or it is negative (intensification hypothesis). We expand a growing empirical literature focusing on small and medium size firms from a southern European area. Our results show an overall positive effect, depending on the specific practice considered. We also obtain some sort of time-dependence with the effects turning from negative to positive once the practice has been implemented for some time. Keywords: Job satisfaction, work organization, unobserved heterogeneity.

Decomposing the Tourist’s Satisfaction Gap: The Role of Expectations and Cognitions

In this paper we present an empirical methodology that allows the tourist’s satisfaction gap between two destinations to be decomposed into two components. One explains the role of differences in observed characteristics of the tourists and the stay (endowments). The other captures the share of the gap due to differences in the utility that tourists derive from those characteristics (cognitive). To illustrate the use of this method, we employ data coming from a sample of tourists visiting two touristic enclaves in Tarragona (Spain). Our results indicate that the cognitive component explains most of the satisfaction gap. Keywords: Satisfaction, expectations, cognition, touristic destination

Portal web (Liferay-Portlet) : Gestió de clients i facturació

Aquest projecte pretén ser una solució puntual en l'entorn de la gestió eficient dels serveis proporcionats per a una petita empresa, aportant una solució en forma d'aplicació Web 2.0 basada en l'àrea J2EE. Les J2EE són tecnologies basades en Java que proporcionen solucions empresarials, traient el màxim profit de l'orientació a objectes, amb patrons de disseny i bastiments (Framework) com Spring Framework, amb la gestió d'accés a dades (DAO) a través del framework Hibernate. La presentació a l'usuari es fa a través de JSP utilitzant JSTL i incorporant les tecnologies revolucionàries JQuery i Ajax per proporcionar un aspecte visual en l'entorn de les noves aplicacions web.

Portals espanyols : massa productes per a pocs clients?

D'un temps ençà, amb diversos alts i baixos, sembla que en el nostre país es viu el que podríem anomenar febre dels portals. Aquest fet ha comportat que es posessin en marxa una gran quantitat d'aquestes plataformes a Internet sense cap mena de model clar i amb els objectius poc definits. En aquest article es proposa una evolució històrica dels portals, una anàlisi dels seus continguts i serveis i una proposta de model de negoci, així com l'esbós del possible futur.

(Endogenous) occupational choices and job satisfaction among recent PhD recipients: evidence from Catalonia

Drawing on data from two successive cohorts of PhD graduates, this paper analyses differences in overall job satisfaction and specific job domain satisfaction among PhDs employed in different sectors four years after completing their doctorate degrees. Covariate-adjusted job satisfaction differentials suggest that, compared to faculty members, PhD holders employed outside traditional academic and research jobs are more satisfied with the pecuniary facets of their work (principally, because of higher earnings), but significantly less satisfied with the content of their job and with how well the job matches their skills (and, in the case of public sector workers, with their prospects of promotion). The evidence regarding the overall job satisfaction of the PhD holders indicates that working in the public or private sectors is associated with less work well-being, which cannot be fully compensated by the better pecuniary facets of the job. It also appears that being employed in academia or in research centres provides almost the same perceived degree of satisfaction with the job and with its four specific domains. We also take into account the endogenous sorting of PhD holders into different occupations based on latent personal traits that might be related to job satisfaction. The selectivity-corrected job satisfaction differentials reveal the importance of self-selection based on unobservable traits, and confirm the existence of a certain penalisation for working in occupations other than academia or research, which is especially marked in the case of satisfaction with job content and job-skills match. The paper presents additional interesting evidence about the determinants of occupational choice among PhD holders, highlighting the relevance of certain academic attributes (especially PhD funding and pre-and-post-doc research mobility) in affecting the likelihood of being employed in academia, in a research centre or in other public or private sector job four years after completing their doctorate programme.

Desenvolupament d’un nou component de gestió de clients i facturació d’una immobiliària per Joomla

Disseny i implementació d’ una aplicació per incorporar noves funcionalitats a la gestió de propietats immobles. En els últims anys, el lloguer d’apartaments i cases ha augmentat el seu volum de reserves a través d’Internet, i és per això, que moltes empreses del sector han dedicat molts esforços en potenciar aquest canal i fer tots els tràmits a través de la xarxa. L’hivern del 2009 l’empresa a qui va dirigida aquest projecte, va decidir fer aquest salt i irrompre a Internet. En aquell moment es van plantejar diferents opcions per a la gestió d’immobles: fer una aplicació totalment nova i a mida, comprar una aplicació ja feta a empreses especialitzades o adaptar una aplicació gratuïta a les necessitats de l’empresa. Analitzats amb detall els tres casos, es va decidir implementar la tercera opció ja que satisfeia les necessitats de l’empresa i amb modificacions o adaptacions aconseguiria el resultat esperat. L’aplicació gratuïta és el “com-property” i la seva posada en marxa va ser en dos mesos

Application of the european customer satisfaction index to postal services. Structural equation models versus partial least squars

Customer satisfaction and retention are key issues for organizations in today’s competitive market place. As such, much research and revenue has been invested in developing accurate ways of assessing consumer satisfaction at both the macro (national) and micro (organizational) level, facilitating comparisons in performance both within and between industries. Since the instigation of the national customer satisfaction indices (CSI), partial least squares (PLS) has been used to estimate the CSI models in preference to structural equation models (SEM) because they do not rely on strict assumptions about the data. However, this choice was based upon some misconceptions about the use of SEM’s and does not take into consideration more recent advances in SEM, including estimation methods that are robust to non-normality and missing data. In this paper, both SEM and PLS approaches were compared by evaluating perceptions of the Isle of Man Post Office Products and Customer service using a CSI format. The new robust SEM procedures were found to be advantageous over PLS. Product quality was found to be the only driver of customer satisfaction, while image and satisfaction were the only predictors of loyalty, thus arguing for the specificity of postal services

Implantació d'un sistema per donar suport remot als clients de l'empresa XUOC

Gestió d'un projecte per donar suport remot a 100 clients arreu d'Espanya i Portugal.

Constraint satisfaction techniques under uncertain conditions for fault diagnosis in nonlinear dynamic systems

The speed of fault isolation is crucial for the design and reconfiguration of fault tolerant control (FTC). In this paper the fault isolation problem is stated as a constraint satisfaction problem (CSP) and solved using constraint propagation techniques. The proposed method is based on constraint satisfaction techniques and uncertainty space refining of interval parameters. In comparison with other approaches based on adaptive observers, the major advantage of the presented method is that the isolation speed is fast even taking into account uncertainty in parameters, measurements and model errors and without the monotonicity assumption. In order to illustrate the proposed approach, a case study of a nonlinear dynamic system is presented