Electronic Commerce Customer Relationship Management: A Research Agenda

In this paper, we approach electronic commerce Customer Relationship Management (e-CRM) from the perspective of five research areas. Our purpose is to define a conceptual framework to examine the relationships among and between these five research areas within e-CRM and to propose how they might be integrated to further research this area. We begin with a discussion of each of the research areas through brief reviews of relevant literature for each and a discussion of the theoretical and strategic implications associated with some CRM technologies and research areas. Next we present our framework, which focuses on e-CRM from the five research perspectives. We then present a theoretical framework for e-CRM in terms of the five research areas and how they affect one another, as well as e-CRM processes and both performance and non-performance outcomes.     

Monitoring activities from multiple video streams: establishing acommon coordinate frame

Monitoring of large sites requires coordination between multiple cameras, which in turn requires methods for relating events between distributed cameras. This paper tackles the problem of automatic external calibration of multiple cameras in an extended scene, that is, full recovery of their 3D relative positions and orientations. Because the cameras are placed far apart, brightness or proximity constraints cannot be used to match static features, so we instead apply planar geometric constraints to moving objects tracked throughout the scene. By robustly matching and fitting tracked objects to a planar model, we align the scene's ground plane across multiple views and decompose the planar alignment matrix to recover the 3D relative camera and ground plane positions. We demonstrate this technique in both a controlled lab setting where we test the effects of errors in the intrinsic camera parameters, and in an uncontrolled, outdoor setting. In the latter, we do not assume synchronized cameras and we show that enforcing geometric constraints enables us to align the tracking data in time. In spite of noise in the intrinsic camera parameters and in the image data, the system successfully transforms multiple views of the scene's ground plane to an overhead view and recovers the relative 3D camera and ground plane positions     

Managing service level agreements in Premium IP networks: a business-oriented approach

This paper presents a market-enabling framework where users, content providers and network operators can interact in the seamless, transparent sale and delivery of a wide range of services. The framework allows for dynamic creation, configuration and delivery of services with quality assurance, via automated management of Service Level Agreements (SLAs). We propose an approach relying on a systemic treatment of business, service and network layer issues, which translates into a layered architecture where components belonging to different levels interact on the basis of a mediation paradigm. We use mediation as a generic term for a combination of negotiation, brokerage and state notification, jointly concurring to the realization of the entire life-cycle of a service.     

Information Sharing Among Disaster Responders - An Interactive Spreadsheet-Based Collaboration Approach

Recent natural disasters have led crisis management organizations to revise their protocols so as to rely on the contribution of a wider range of actors, including simple citizens as well as expert operators, to support decision making activities. Reliable and timely information sharing among members of distributed teams of disaster responders has become paramount for the success of the overall crisis management process. In this paper we propose a crisis management system based on spreadsheet-mediated collaboration among on-site responders and decision makers. To share data a common spreadsheet artifact has been developed by using a participatory design approach which is accessed through mobile user interfaces. The evaluation results showed that the use of the spreadsheet artifact has resulted in more effective decision making relating to set of earthquake management scenarios in high-risk areas located in Italy.     

Introducing QoS awareness in distributed programming: QTcl

A number of distributed applications require communication services with quality of service (QoS) guarantees. Building global‐scale distributed systems with predictable properties is one of the great challenges for computer systems engineering in the new century. Work undertaken within the Internet Engineering Task Force has led to the definition of novel architectural models for the Internet with QoS support. According to these models, the network has to be appropriately configured in order to provide applications with the required performance guarantees. In next‐generation networks, enabling applications to interact with the underlying QoS services is of primary importance. Hence, several special‐purpose application programming interfaces (APIs) have been defined to let applications negotiate QoS parameters across QoS‐capable networks. However, so far, none of these APIs are available in different operating environments. We believe that such features should be embedded in programming environments for distributed applications. In this work we present how we included QoS control features in Tcl, a programming language that has been widely adopted for the development of distributed multimedia applications. Our work has led to the implementation of QTcl, an extended Tcl interpreter that provides programmers with a new set of primitives, in full compliance with the standard SCRAPI programming interface for the RSVP protocol. QTcl in highly portable, in that it enables standard QoS negotiation to be performed in a seamless fashion on the most common operating systems. Copyright © 2003 John Wiley & Sons, Ltd.     

Transport properties of textured Bi2Sr2CaCu2O8+y,thin films

Superconducting films of the high-T _c compound Bi₂Sr₂CaCu₂O_8+y , have been grown on (111)-oriented gadolinium gallium garnet substrates by a liquid-phase technique. The films show a very high degree of preferential orientation with thec-axis perpendicular to the substrates. The onset of the resistive transition was 85 K while zero resistance was obtained at 78 K. Results concerning the critical current properties of the films are described. Measurements of the paraconductivity effects on the electrical resistivity above the superconducting transition due to thermodynamic fluctuations are also reported.     

Relationship between plasma phospholipid transfer protein activity and HDL subclasses among patients with low HDL and cardiovascular disease

NK lysin is a 9-kDa polypeptide that was originally isolated from porcine intestinal tissue based on its antibacterial activity. It is produced by cytolytic lymphocytes and is cytolytic against a number of different types of tumor cells. Here we report the binding of NK lysin to lipopolysaccharide (LPS) and its anti-LPS activity. NK lysin binds to matrix-coated LPS from Escherichia coli, Pseudomonas aeruginosa, and different strains of Salmonella enterica. Lipid A and polymyxin B inhibited the binding, demonstrating a preferential interaction of NK lysin with the lipid part of LPS. Chromium-labeled lymphoma cells were lysed by NK lysin, and LPS dose-dependently inhibited the cytolysis at equimolar amounts. In the same manner, NK lysin inhibited certain LPS-stimulated effects on mouse bone marrow cells as well as LPS binding to mouse granulocytes. These results suggest that NK lysin may be a another natural LPS-binding protein from lymphocytes that may participate in the endogenous defense response associated with elevated concentrations of LPS.     

Light-dependent changes in outer segment free-Ca2+ concentration in salamander cone photoreceptors

Simultaneous measurements of photocurrent and outer segment Ca2+ were made from isolated salamander cone photoreceptors. While recording the photocurrent from the inner segment, which was drawn into a suction pipette, a laser spot confocal technique was employed to evoke fluorescence from the outer segment of a cone loaded with the Ca2+ indicator fluo-3. When a dark-adapted cone was exposed to the intense illumination of the laser, the circulating current was completely suppressed and fluo-3 fluorescence rapidly declined. In the more numerous red-sensitive cones this light-induced decay in fluo-3 fluorescence was best fitted as the sum of two decaying exponentials with time constants of 43 +/- 2.4 and 640 +/- 55 ms (mean +/- SEM, n = 25) and unequal amplitudes: the faster component was 1.7-fold larger than the slower. In blue-sensitive cones, the decay in fluorescence was slower, with time constants of 140 +/- 30 and 1,400 +/- 300 ms, and nearly equal amplitudes. Calibration of fluo-3 fluorescence in situ from red-sensitive cones allowed the calculation of the free-Ca2+ concentration, yielding values of 410 +/- 37 nM in the dark-adapted outer segment and 5.5 +/- 2.4 nM after saturating illumination (mean +/- SEM, n = 8). Photopigment bleaching by the laser resulted in a considerable reduction in light sensitivity and a maintained decrease in outer segment Ca2+ concentration. When the photopigment was regenerated by applying exogenous 11-cis-retinal, both the light sensitivity and fluo-3 fluorescence recovered rapidly to near dark-adapted levels. Regeneration of the photopigment allowed repeated measurements of fluo-3 fluorescence to be made from a single red-sensitive cone during adaptation to steady light over a range of intensities. These measurements demonstrated that the outer segment Ca2+ concentration declines in a graded manner during adaptation to background light, varying linearly with the magnitude of the circulating current.