座席员的心理资本对压力反应和工作满意度的影响

本研究旨在考察呼叫中心座席员的心理资本与工作压力、压力反应和工作满意度之间的影响关系,并探讨心理资本的调节作用。研究者通过对318位座席员进行问卷测量,通过对数据进行相关分析和分层回归分析后发现,座席员的心理资本与压力反应呈显著负相关、与工作满意度呈显著正相关;座席员的心理资本调节了其工作压力源对工作满意度的影响,但对工作压力源和压力反应之间的调节作用不显著。结论:提升心理资本有助于减轻工作压力造成的压力反应,并提高工作满意度。     

产品协同设计的任务分解与耦合机制研究

在产品协同设计的初始阶段,合理的任务分解有利于协同设计的顺利进行,从而提高设计效率与质量。文章研究了任务的分解与耦合策略,采用按功能划分和按结构划分相结合的方式,并根据设计组的满意度对产品协同设计的任务进行了分解,用设计结构矩阵描述设计任务的耦合关系,提出了利用图论中基于邻接矩阵的深度优先搜索算法求出耦合任务集的原理与方法,并通过具体实例验证了该方法。     

A cross-layer optimization based integrated routing and grooming algorithm for green multi-granularity transport networks

With the development of IP networks and intelligent optical switch networks, the backbone network tends to be a multi-granularity transport one. In a multi-granularity transport network (MTN), due to the rapid growth of various applications, the scale and complexity of network devices are significantly enhanced. Meanwhile, to deal with bursty IP traffic, the network devices need to provide continuous services along with excessive power consumption. It has attracted wide attention from both academic and industrial communities to build a power-efficient MTN. In this paper, we design an effective node structure for MTN. Considering the power savings on both IP and optical transport layers, we propose a mathematical model to achieve a cross-layer optimization objective for power-efficient MTN. Since this optimization problem is NP-hard (Hasan et al. (2010)  [11]) and heuristic or intelligent optimization algorithms have been successfully applied to solve such kinds of problems in many engineering domains (Huang et al. (2011)  [13], Li et al. (2011)  [17] and Dong et al. (2011)  [5]), a G  reen integrated R$R$outing and Grooming algorithm based on Biogeography-Based Optimization (Simon (2008)  [23]) (GRG_BBO) is also presented. The simulation results demonstrate that, compared with the other BBO based and state-of-the-art power saving approaches, GRG_BBO improves the power savings at a rate between 2%–15% whilst the high-level multi-user QoS (Quality of Services) satisfaction degree (MQSD) is guaranteed. GRG_BBO is therefore an effective technique to build a power-efficient MTN.     

基于时间满意的覆盖问题及混合遗传算法实现

利用时间满意度函数,从顾客角度考虑覆盖半径,从企业角度考虑覆盖比例,提出了比传统集覆盖问题更一般的基于时间满意的覆盖选址问题.通过建立这一问题的整数规划模型,应用混合遗传算法对该问题求解,并同几种被证明为在覆盖选址问题中计算效果较好的启发式算法进行了对比实验分析,实验显示本文的算法策略可以得到高质量的解.     

顾客满意度评价体系的建立及应用

介绍了顾客满意度评价体系的构建,该体系包括评价指标的构成、权重确定、顾客对评价指标态度的量化等,采用主观赋权等方法确定各评价指标的权重,将顾客对评价指标态度分为五个等级,并通过多层加权方法,给各等级相应赋值。通过对莱钢某产品顾客满意度定量测评,说明该评价体系对挖掘顾客价值取向、指导企业经营改进、开拓市场等方面的作用,并对该评价体系的运用作了进一步的探讨与思考。     

Willing and able to fake emotions: A closer examination of the link between emotional dissonance and employee well-being.

Emotional dissonance resulting from an employee's emotional labor is usually considered to lead to negative employee outcomes, such as job dissatisfaction and emotional exhaustion. Drawing on Festinger's (1957) cognitive dissonance theory, we argue that the relationship between service employees' surface acting and job dissatisfaction and emotional exhaustion is moderated by 2 aspects of a service worker's self-concept: the importance of displaying authentic emotions (reflecting the self-concept's self-liking dimension) and the employee's self-efficacy when faking emotions (reflecting the self-competence dimension). A survey of 528 frontline employees from a wide variety of service jobs provides support for the moderating role of both self-concept dimensions, which moderate 3 out of 4 relationships. Theoretical and practical implications are discussed from the perspectives of cognitive dissonance and emotional labor theories. (PsycINFO Database Record (c) 2011 APA, all rights reserved)     

Improvements in partner support predict sexual satisfaction among individuals with multiple sclerosis.

Purpose: Sexual dysfunction and low sexual satisfaction are common among individuals with multiple sclerosis (MS); however, little is known about factors that influence sexual satisfaction within this population. As such, the purpose of this study was to investigate the extent to which changes in negative and positive partner support predict sexual satisfaction levels over time in individuals with MS. Design: Eighty-one individuals with MS completed measures of sexual dysfunction, sexual satisfaction, partner social support, and depression. Data from baseline and posttreatment follow-up were obtained from a larger randomized clinical trial of telephone-administered psychotherapy for depression in a population with MS. Multiple regression analyses were conducted with change in overall sexual satisfaction from baseline to posttreatment as the outcome variable. Results: After controlling for age, gender, sexual dysfunction, years diagnosed with MS, and depression severity, those with increased positive partner support reported significant improvement in sexual satisfaction over time (β = .50, p     

市政养护施工围栏对安全驾驶的实验研究

目的:近几年随着社会经济的发展,市政养护作业增加,而市政养护部门缺少相关的规范和标准,这造成了养护工作无法有效地正常进行。本研究试图从道路使用者对福州市市政维护的满意程度以及整体状况展开实验调查,为中国的道路养护维修提供有效的客观数据。方法:本研究招募私家车,出租车和公交车司机对市政养护的实际驾驶情景中遇到围栏做出减速、变道的反应时,对围栏的总体满意度以及围栏是否影响驾驶行为等方面进行研究,采用E-prime软件采集数据,结果:发现私家车在遇到施工围栏的减速和变道反应快于出租车和公交车;所有车型司机对于施工作业围栏的满意度只有57%;公交车司机的危险性失误行为低于另外两个车型司机。结论:市政养护施工作业对不同道路使用者的安全驾驶行为产生一定影响。     

Decision making on power customer satisfaction and enterprise profitability analysis using the Analytic Hierarchy Process

The purpose of this paper is to investigate the customer satisfaction of power users using the Analytic Hierarchy Process (AHP) method. The objective is to safeguard the interests of electricity consumers and to increase the profitability of the energy distributer. Compared with previous work based on customer questionnaires describing the level of satisfaction, and where the solution is judged to be random due to the low significance of the studied sample, this paper develops a novel strategy. It is based on a global and transparent process regarding the reliability and economic criteria associated with alternatives, highlighting technical and organisational measures taken by the enterprise. The importance of reliability and economic criteria to the alternatives is processed using reliability indices analysis and cost benefit analysis methods. To analyse the customer's reactions to the decisions taken by the system's manager, and to validate the obtained results using the AHP method, we introduce economic criteria often used in the case of an uncertain future. The obtained results indicate the advantage of investment to improve customer satisfaction and enterprise profitability. It is also shown that reliability criteria are significant in the performance of a business and are an important asset for the justification of new projects.     

供电企业引入服务补救策略探讨

对于供电企业来说,为客户提供完美的服务是一种最理想的状态,但由于客户感知期望值的不断提高和电力服务本身的一系列特性,即使最优秀的企业也不可避免地会出现服务中的失误。阐述供电企业引入服务补救策略的必要性,剖析服务失误的原因,阐明供电企业在引入服务补救后的管理策略,以期为供电企业提高客户满意率提供有益的思路。