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 Experience of European Integration and the Potential for Integration in South America

The experience of the European Union is the most significant and far-reaching among all attempts at regional integration. It is, therefore, the most likely to provide some lessons for those world regions that are just beginning this complex process. In turn, the Common Market of the South (MERCOSUR) and the Andean Community (CAN) are among the regional integration projects that have reached the greatest level of formal accomplishment after the EU. MERCOSUR is a customs union that aspires to become a common market, while avowing the commitment to advance towards political integration. For its part, CAN is a customs union that has already developed supranational institutions such as a Commission, a Parliament and a Court of Justice. In both cases, however, words have progressively tended to wander far from deeds. One reason underlying this phenomenon may be a misunderstanding of the European experience with integration. In this article, we discuss the theories that have been developed to account for integration in Europe and may prove useful to understand integration elsewhere and put forward a set of lessons that could be drawn from the European experience. Subsequently, we introduce a description of the experience of integration in South America and reflect (critically) on how the theories and lessons drawn from the EU could be applied to this region –and beyond.

Communication, cultural identities and the Olympic Games: the Barcelona’92 experience

This document includes the results of the research undertaken by the author on the media planning and coverage of the Barcelona'92 and its cultural implications.

Aspirations of Olympism: a framework for considering the athlete’s experience in the Olympic Movement at the close of the twentieth century

The text corresponds to the lecture given by Prof. Kidd as part the programme of activities during his stay in Barcelona in 1996 as invited professor of the International Chair in Olympism (IOC-UAB).

The Olympic Games as a tool for urban renewal: the experience of Barcelona’92 Olympic Village

Paper discussing on the impact of the Games on the urban development of host cities, analysing in particular the Barcelona'92 Olympic Village. This article was published in the book entitled "Olympic Villages: a hundred years of urban planning and shared experiences" compiling the papers given at the 1997 International Symposium on International Chair in Olympism (IOC-UAB).

Memory in contracts: the experience of the EBRD (1991-2003)

The objective of this paper is to identify the role of memory in repeated contracts with moral hazard in financial intermediation. We use the database we have built containing the contracts signed by the European Bank for Reconstruction and Development EBRD between 1991 and 2003. Our framework is a standard setting of repeated moral hazard. After having controlled for the adverse selection component, we are able to prove that client reputation is the discrimination device according to which the bank fixes the amount of credit for the established clients. Our results unambiguously isolate the effect of memory in the bank's lending decisions.

Patrimoni Digital de Catalunya, a year and a half experience

E-repositories are part of the e-science, and they are based on the e-infrastructure. The Centre de Supercomputació de Catalunya (CESCA) together with the Consorci de Biblioteques Universitàries de Catalunya (CBUC) started in 1999 a cooperative repository, named TDR, to file, in digital format, the full-text of the read thesis at the universities of our country in order to spread them worldwide in open access, while at the same time, preserving the intellectual copyright of the authors. Since then, four additional cooperative repositories have been created: RECERCAT for research papers; RACO for scientific, cultural and erudite Catalan magazines; MDC for Catalan digital collections of pictures, maps, posters and old magazines; and PADICAT for archiving Catalan digital web content; The main objective of the latter is to archive Catalan web sites. That is, PADICAT collects, processes and provides permanent access to the entire cultural, scientific and general output of Catalonia in digital format. The repository manager is the Biblioteca de Catalunya, as the institution responsible for compiling, processing and distributing the bibliographic heritage of Catalonia, while CESCA is the technology partner. On September 11th, 2006 the repository went into operation for the general public, with some thirty websites archived. After one year and a half, it has 2.720 captures of more than 1.000 websites. This includes 34 million files (HTML, images...) and two terabytes of data. The objective of this paper is to present PADICAT and our experience developing and managing it.We describe the repository briefly, we explain the technology used to implement it and we comment our experiences during its first year and a half.

Lowering blood alcohol content levels to save lives: The european experience

Road safety has become an increasing concern in developed countries due to the significant amount of mortal victims and the economic losses derived. Only in 2005 these losses rose to 200.000 million euros, a significant amount - approximately the 2% of its GDP- that easily justifies any public intervention. One tool used by governments to face this challenge is the enactment of stricter policies and regulations. Since drunk driving is one of the most important concerns of public authorities on this field, several European countries decided to lower their illegal Blood Alcohol Content levels to 0.5 mg/ml during the last decade. This study evaluates for the first time the effectiveness of this transition using European panel-based data (CARE) for the period 1991-2003 using the Differences-in-Differences method in a fixed effects estimation that allows for any pattern of correlation (Cluster-Robust). My results show the existence of positive impacts on certain groups of road users and for the whole population when the policy is accompanied by some enforcement interventions. Moreover, a time lag of more than two years is found in that effectiveness. Finally, I also assert the importance of controlling for serial correlation in the evaluation of this kind of policies.

Agglomeration and inequality across space: what can we learn from the European experience?

The purpose of this contribution is to draw a picture of the (uneven) distribution of economic activities across the states of the European Union (EU) and the consequences entailed by it. We will briefly summarize the most salient and recent contributions. Then, in the light of the economic geography theory, we will discuss the economic and social advantages and disadvantages associated with a core- periphery structure. In this sense, particular attention will be addressed to the EU financial system of Structural Funds and the effects they produced. Finally, we will formulate some suggestions, relying on the EU experience, that could be of interest to the current Brazilian regional policy.

Memory in contracts: the experience of the EBRD (1991-2003)

The objective of this paper is to identify the role of memory as a screening device in repeated contracts with asymmetric information in financial intermediation. We use an original dataset from the European Bank for Reconstruction and Development. We propose a simple empirical method to capture the role of memory using the client's reputation. Our results unambiguously isolate the dominant effect of memory on the bank's lending decisions over market factors in the case of established clients.

Recerca versus docència en una experiència d'internalització dels estudis de Geografia a la Universitat de Girona: The faces of landscape, Catalonia and North Karelia = Research versus teaching in one experience of internationalization of the Geography degree studies in the University of Girona: The faces of landscape, Catalonia and North Karelia

Un dels reptes cabdals de la Universitat és enllaçar l’experiència de recerca amb la docència, així com promoure la internacionalització dels estudis, especialment a escala europea, tenint present que ambdues poden actuar com a catalitzadores de la millora de la qualitat docent. Una de les fórmules d’internacionalització és la realització d’assignatures compartides entre universitats de diferents països, fet que suposa l’oportunitat d’implementar noves metodologies docents. En aquesta comunicació es presenta una experiència en aquesta línia desenvolupada entre la Universitat de Girona i la Universitat de Joensuu (Finlàndia) en el marc dels estudis de Geografia amb la realització de l’assignatura 'The faces of landscape: Catalonia and North Karelia'. Aquesta es desenvolupa al llarg de dues setmanes intensives, una en cadascuna de les Universitats. L’objectiu és presentar i analitzar diferents significats del concepte paisatge aportant també metodologies d’estudi tant dels aspectes físics i ecològics com culturals que s’hi poden vincular i que són les que empren els grups de recerca dels professors responsables de l’assignatura. Aquesta part teòrica es completa amb una presentació de les característiques i dinàmiques pròpies dels paisatges finlandesos i catalans i una sortida de camp. Per a la part pràctica es constitueixen grups d’estudi multinacionals que treballen a escala local algun dels aspectes en els dos països, es comparen i es realitza una presentació i defensa davant del conjunt d’estudiants i professorat. La llengua vehicular de l’assignatura és l’anglès.

How to avoid gender bias in classroom interaction? A cooperative learning experience

This project aims to analyse the kind of questions the teacher asks students in order to encourage them to participate in her classes. Consequently, the researcher has read relevant literature and has analysed a short excerpt of a video recorded during her first practicum. She has also analysed a number of activities carried out during her second practicum in order to find out if she had improved her questioning skills in the classroom

A logistic regression approach to estimating customer profit loss due to lapses in insurance

This article focuses on business risk management in the insurance industry. A methodology for estimating the profit loss caused by each customer in the portfolio due to policy cancellation is proposed. Using data from a European insurance company, customer behaviour over time is analyzed in order to estimate the probability of policy cancelation and the resulting potential profit loss due to cancellation. Customers may have up to two different lines of business contracts: motor insurance and other diverse insurance (such as, home contents, life or accident insurance). Implications for understanding customer cancellation behaviour as the core of business risk management are outlined.