Antecedents and consequences of customer satisfaction with interactive voice response

The aim of this study was to empirically test a model of antecedents and consequences of customers’ satisfaction with interactive voice response (IVR). IVR is a commonplace selfservice technology, yet it has seldom been the focus of academic research. As customers’ frustration with IVR is apparent, understanding how customers evaluate IVR and their subsequent behavioural intentions is important. Findings of a study of Australian Football League members who were users of its IVR system indicated that customer satisfaction resulted when it was easy to use, offered fast service and provided customers with feelings of control. Overall satisfaction with the IVR system was related to customers’ intentions to reuse it and their trust in the AFL. Managerial implications of the findings are discussed.

Giving the people a voice? Experiments with consultative authoritarian institutions in China

In the last decade Chinese consultative authoritarianism has been renewed through many political and administrative innovations and tools. Authoritarian rule in China is now permeated by a wide variety of consultative and deliberative practices. These practices stabilize and strengthen authoritarian rule, leading to deliberative authoritarianism, an advanced form of consultative authoritarianism. This paper discusses two experiments—deliberative polling at Zeguo, Zhejiang, and a township election in Ya'an, Sichuan. Through these two cases we examine the direction which the development of consultative authoritarianism is presently taking, and the potentials and limitations of such input mechanisms in an authoritarian setting.

Mathematical modelling of downflow floating medium filter (DFF) with in-line flocculation arrangement

A laboratory-scale set-up consisting of rapid mixing device and floating medium filter was used to study the use of a downflow floating medium filter (DFF) with an in-line flocculation arrangement as a static flocculator and a prefilter. The semi-empirical mathematical model formulated incorporates flocculation within the filter, particle/floc attachment onto the filter and the detachment of flocs from the medium. The mathematical model for filtration takes into account the expansion of the filter bed. The removal efficiency of DFF and headless development were successfully simulated for different conditions of filtration velocity, filter depth and influent suspended solids (SS). The values of attachment coefficient a(p)β and headless coefficient β1 were found to be independent of filtration velocity, filter depth and influent SS concentration.

Incorporating domain knowledge with video and voice data analysis in news broadcasts

This paper addresses the area of video annotation, indexing and retrieval, and shows how a set of tools can be employed, along with domain knowledge, to detect narrative structure in broadcast news. The initial structure is detected using low-level audio visual processing in conjunction with domain knowledge. Higher level processing may then utilize the initial structure detected to direct processing to improve and extend the initial classification.

The structure detected breaks a news broadcast into segments, each of which contains a single topic of discussion. Further the segments are labeled as a) anchor person or reporter, b) footage with a voice over or c) sound bite. This labeling may be used to provide a summary, for example by presenting a thumbnail for each reporter present in a section of the video. The inclusion of domain knowledge in computation allows more directed application of high level processing, giving much greater efficiency of effort expended. This allows valid deductions to be made about structure and semantics of the contents of a news video stream, as demonstrated by our experiments on CNN news broadcasts.

A Novel Mo and Nb Microalloyed Medium Mn TRIP Steel with Maximal Ultimate Strength and Moderate Ductility

The multi-phase, metastable, and multi-scale (M3) constitution of a novel transformation-induced plasticity (TRIP) steel (Fe-0.17C-6.5Mn-1.1Al-0.22Mo-0.05Nb, wt pct) was designed through thermodynamic calculations combined with experimental analysis. In this study, Mo and Nb microalloying was used to control the fraction of retained austenite and its mechanical stability during tensile deformation and to improve the yield strength. Thermodynamic calculations were developed to determine the critical annealing temperature, at which a large fraction of retained austenite (~38 pct) would be obtained through the effects of solute enrichment. The experimental observation was in good agreement with the predicted results. According to the critical annealing temperature, such an ultrafine (<200 nm) M3, microstructure with optimum mechanical stability was successfully achieved. The results of this work demonstrated the superior performance with improved yield strength of 1020 to 1140 MPa and excellent ductility (>30 pct), as compared with other TRIP steels. Both angle-selective backscatter and electron backscatter diffraction techniques were employed to interpret the transformation from the deformed martensitic laths to the ultrafine austenite and ferrite duplex structure.

Cameras and body memory create new blends of performance with visual art practice

I propose that a learnt somatic experience of dance can translate into another discipline such as visual art. In my visual art practice I combine both photography, which is traditionally seen as a still medium, and performance in order to create a new form of embodiment. I have developed two series of art works of prints and video made in response to the Australian landscape. By analyzing my method of movement and photography I will describe how an embodied dance language can result in a material outcome – a series of drawings of light and movement, a body signature made possible through old and new technology. I have activated a performative state while capturing images discovering new ways of using technology reliant upon my knowledge of dance, performance and photography. Making a human size camera to make analogue prints I gained an intuitive knowledge of light – a skill that has become foundational in performance and photography. In response to space and light in the Australian landscape I then built a custom made camera that allows for the longest possible time to capture an image. I move while taking the image and use the camera as if an eye at the end of my arm. In this way I activate dance skills and embodied knowledge of space, timing and light, opening up a radical space for new thinking, making and performing.Furthermore this process engages memory and sentiment embodied through age. Many artists have responded to the unique qualities of the Australian landscape and by using a performative/photographic approach I have engaged with my own body memory. Being brought up in the landscape and training in ballet my body has acquired memories at a cellular level. My method has given memory a voice. In doing these works I have become conscious of how unconscious memories of the space and light in the landscape is a movement vocabulary activated in a way that ‘feels’ like dancing. As an ageing person this experience is profound and the resultant materialisation of the photographs and videos leave a material record of the event. The sentiments evoked through my process bridge the past with the present, the body with the mind, memory with body and space connecting disciplines in a new way.The materialisation of artworks itself continues cross-disciplinary processes using a technique that is a continuum of the performative. Through using technology I release memory of the landscape and pixel by pixel build imagery that relies on and is a part of the performative process. It is a photographic performance dance manifesting as pigment on paper exhibited a gallery context. The exhibition allows a space for the viewer to respond - re-membering the universal the act of moving. The works titled ‘body signatures’ and ‘Fly Rhythm’ become a communicative device in the gallery context.My paper through an analysis of process and methods used in making the two series will talk to several of the subjects listed and reveal a new way of connecting performance and visual art and old and new technologies.

The contours of employee voice in SMEs: the importance of context

This article develops a context-sensitive approach to analyse how and why voice operates in small- to medium-sized enterprises (SMEs), an area that remains under-theorised and under-researched. By building on a priori frameworks with proven ability to unpack complexity and take account of the wider context of SMEs, this article explores how resources (human and social capital) and constraints (product market, labour market and strategic orientation) interact to shape voice practices. The article finds significant differences between 'reported' compared with 'actual' practices in situ, and identifies different types of firms ('strategic market regulation', 'strategic market-led' and 'non-strategic market-led') along with the factors that influence the form and practice of voice. Overall, the article argues that researchers should further pursue research that appreciates the layered nature of ontology and the role played by firm context to explain complex organisational phenomena, if we are to advance our understanding of voice practices in SMEs and beyond.

Chemically induced immunotoxicity in a medium-term multiorgan bioassay for carcinogenesis with Wistar rats

A variety of chemicals can adversely affect the immune system and influence tumor development. The modifying potential of chemical carcinogens on the lymphoid organs and cytokine production of rats submitted to a medium-term initiation-promotion bioassay for carcinogenesis was investigated. Male Wistar rats were sequentially initiated with N-nitrosodiethylamine (DEN), N-methyl-N-nitrosourea (MNU), N-butyl-N-(4hydroxybutyl)nitrosamine (BBN), dihydroxy-di-n-propylnitrosamine (DHPN), and 1,2-dimethylhydrazine (DMH) during 4 weeks. Two initiated groups received phenobarbital (PB) or 2-acetyl amino fluorene (2-AAF) for 25 weeks and two noninitiated groups received only PB or 2-AAF. A nontreated group was used as control. Lymphohematopoietic organs, liver, kidneys, lung, intestines, and Zymbal's gland were removed for histological analysis. Interleukin (IL)-2, IL-12, interferon gamma (IFN-gamma), tumor necrosis factor alpha (TNF-alpha), IL-10, and transforming growth factor betal (TGF-beta1) levels were determined by ELISA in spleen cell culture supernatants. At the fourth week, exposure to the initiating carcinogens resulted in cell depletion of the thymus, spleen and bone marrow, and impairment of IL-2, IL-12, and IFN-gamma production. However, at the 30th week, no important alterations were observed both in lymphoid organs and cytokine production in the different groups. The results indicate that the initiating carcinogens used in the present protocol exert toxic effects on the lymphoid organs and affect the production of cytokines at the initiation step of carcinogenesis. This early and reversible depression of the immune surveillance may contribute to the survival of initiated cells facilitating the development of future neoplasia. (C) 2003 Elsevier B.V. All rights reserved.

Influence of a Fluoridated Medium with Different pHs on Commercially Pure Titanium-Based Implants

Fundação de Amparo à Pesquisa do Estado de São Paulo (FAPESP)

Laryngeal and voice disorders in patients with gastroesophageal symptoms. Correlation with pH-monitoring

OBJETIVO: Investigar as alterações laríngeas e vocais em pacientes com sintomas de refluxo gastroesofágico e correlacioná-las com o exame de phmetria. MÉTODOS: Estudo prospectivo que incluiu os pacientes atendidos nos ambulatórios de Distúrbios da Voz da Faculdade de Medicina de Botucatu no período de cinco anos com sintomas vocais e gastroesofágicos. Os pacientes foram submetidos à videolaringoscopia, às análises vocais perceptivo-auditivas, a analise vocal acústica computadorizada e ao exame de pHmetria de dois canais com monitorização durante 24 horas. RESULTADOS: Foram incluídos 57 pacientes (entre 21 a 65 anos; 45 mulheres e 12 homens). Desses, 18 apresentavam pHmetria normal (31,6%) e 39 alterada (68,4%). As videolaringoscopias registraram diversas lesões laríngeas tanto nos pacientes com pHmetria normal como alterada, sendo mais relevantes neste último grupo, destacando-se a paquidermia posterior. As avaliações vocais perceptivo-auditivas identificaram alterações vocais de diversas intensidades em ambos os grupos, mais importantes nos pacientes com pHmetria alterada. Todos os parâmetros acústicos, exceto Fo, mostraram-se alterados em ambos os grupos, quando comparados aos controles. CONCLUSÕES: Alterações vocais perceptivas e acústicas, e lesões laríngeas foram registradas tanto nos pacientes com phmetria normal como alterada, sinalizando para a importância da historia clínica e dos achados videolaringoscópicos no diagnóstico das laringites ácidas.

Stabilization of a light bullet in a layered Kerr medium with sign-changing nonlinearity

Using the numerical solution of the nonlinear Schrodinger equation and a variational method, it is shown that (3+1)-dimensional spatiotemporal optical solitons, known as light bullets, can be stabilized in a layered Kerr medium with sign-changing nonlinearity along the propagation direction.

Mycelial growth and microscopic characteristics of Thermomyces lanuginosus Tsiklinskaya in YpSs medium with different carbon sources

Muitos fungos termofílicos são conhecidos como sendo produtores de lipases e o potencial dessas enzimas nas reações de esterificação (reação inversa à hidrólise), há muito tem sido reconhecida. O aspecto do micélio e diversas observações microscópicas foram efetuadas em Thermomyces lanuginosus cultivado em Placas de Petri com meios de culturas YpSs (extrato de levedura + amido + agar) e mais quatro variações na fonte de carbono neste meio. As matérias-primas usadas e avaliadas foram pentaeritritol, ácido oléico e dioleato de pentaeritritol como possíveis fontes de carbono disponíveis ao microrganismo são comumente encontradas na indústria química como intermediários clássicos na síntese de diversos ésteres. Com o crescimento de Thermomyces lanuginosus em todos os meios propostos e a manutenção da capacidade de reprodução mostramos ser esse fungo altamente promissor em futuros trabalhos de biocatálise com microrganismos vivos.