Customer service providers' attitudes relating to customer service and customer satisfaction in the customer-server exchange.

The authors proposed and tested a model describing the relationship between customer service providers' perceptions and attitudes toward their service-related duties and their customers' perceptions of satisfaction with their service experiences. Results indicated that the perception of having standards for service delivery in an organization is strongly related to line-level employees' perceptions of support from coworkers and supervisors. Perceived support from coworker, was significantly related to service providers' customer orientation, whereas perceived support from supervisors showed a weaker relationship to a customer orientation. Ultimately, service providers' customer orientation was strongly related to customers' satisfaction with service. Finally, a set of post hoc analyses indicated that coworker and supervisory support explained a greater proportion of incremental variance in the model than did perceived organizational support alone. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Beyond Boundary Objects: Collaborative Reuse in Aircraft Technical Support

Boundary objects are a critical, but understudied, theoretical construct in CSCW. Through a field study of aircraft technical support, we examined the role of boundary objects in the practical achievement of safety by service engineers. Their resolution of repair requests was preserved in the organization’s memory via three compound boundary objects. These crystallizations did not manifest a static interpretation, but instead were continually reinterpreted in light of meta-negotiations. This suggests design implications for organizational memory systems which can more fluidly represent the meta-negotiations surrounding boundary objects.     

Uncertainty,belief, and probability1

We introduce a new probabilistic approach to dealing with uncertainty, based on the observation that probability theory does not require that every event be assigned a probability. For a nonmeasurable event (one to which we do not assign a probability), we can talk about only the inner measure and outer measure of the event. In addition to removing the requirement that every event be assigned a probability, our approach circumvents other criticisms of probability-based approaches to uncertainty. For example, the measure of belief in an event turns out to be represented by an interval (defined by the inner and outer measures), rather than by a single number. Further, this approach allows us to assign a belief (inner measure) to an event E without committing to a belief about its negation -E (since the inner measure of an event plus the inner measure of its negation is not necessarily one). Interestingly enough, inner measures induced by probability measures turn out to correspond in a precise sense to Dempster-Shafer belief functions. Hence, in addition to providing promising new conceptual tools for dealing with uncertainty, our approach shows that a key part of the important Dempster-Shafer theory of evidence is firmly rooted in classical probability theory. Cet article présente une nouvelle approche probabiliste en ce qui concerne le traitement de l'incertitude; celle-ci est basée sur l'observation que la théorie des probabilityés n'exige pas qu'une probabilityé soit assignée à chaque événement. Dans le cas d'un événement non mesurable (un événement pour lequel on n'assigne aucune probabilityé), nous ne pouvons discuter que de la mesure intérieure et de la mesure extérieure de l'évenément. En plus d'éliminer la nécessité d'assigner une probabilityéà l'événement, cette nouvelle approche apporte une réponse aux autres critiques des approches à l'incertitude basées sur des probabilityés. Par exemple, la mesure de croyance dans un événement est représentée par un intervalle (défini par la mesure intérieure et extérieure) plutǒt que par un nombre unique. De plus, cette approche nous permet d'assigner une croyance (mesure intérieure) à un événement E sans se compromettre vers une croyance à propos de sa négation -E (puisque la mesure intérieure d'un événement et la mesure intérieure de sa négation ne sont pas nécessairement une seule et unique mesure). II est intéressant de noter que les mesures intérieures qui résultent des mesures de probabilityé correspondent d'une manière précise aux fonctions de croyance de Dempster-Shafer. En plus de constituer un nouvel outil conceptuel prometteur dans le traitement de l'incertitude, cette approche démontre qu'une partie importante de la théorie de l'évidence de Dempster-Shafer est fermement ancrée dans la theorie classique des probabilityés.     

What do we learn from binding features? Evidence for multilevel feature integration.

Four experiments were conducted to investigate the relationship between the binding of visual features (as measured by their aftereffects on subsequent binding) and the learning of feature-conjunction probabilities. Both binding and learning effects were obtained, but they did not interact. Interestingly, (shape-color) binding effects disappeared with increasing practice, presumably because of the fact that only 1 of the features involved was relevant to the task. However, this instability was only observed for arbitrary, not highly overlearned combinations of simple geometric features and not for real objects (colored pictures of a banana and strawberry), where binding effects were strong and resistant to practice. These findings suggest that learning has no direct impact on the strength or resistance of bindings or on speed with which features are bound; however, learning does affect the amount of attention particular feature dimensions attract, which again can influence which features are considered in binding. (PsycINFO Database Record (c) 2011 APA, all rights reserved)     

Active set truncated-Newton algorithm for simultaneous optimization of distillation column

An active set truncated-Newton algorithm (ASTNA) is proposed to solve the large-scale bound constrained sub-problems. The global convergence of the algorithm is obtained and two groups of numerical experiments are made for the various large-scale problems of varying size. The comparison results between ASTNA and the subspace limited memory quasi-Newton algorithm and between the modified augmented Lagrange multiplier methods combined with ASTNA and the modified barrier function method show the stability and effectiveness of ASTNA for simultaneous optimization of distillation column.     

Hammerstein系统参数的集员辨识

本文运用多输入多输出系统参数的集员辨识的结果讨论了Ｈａｍｍｅｒｓｔｅｉｎ系统参数的集员辨识．在系统动态噪声有界的假定下导出了Ｈａｍｍｅｒｓｔｅｉｎ系统参数的成员集是个椭球，并证明了在一定条件下椭球趋向于一点，文中还给出了仿真例子．     

有环境约束时完成一族跟踪任务的力控制

本文为工业机器人提出了一种极点配置控制法，这种控制方法的优点有：一是它的积分作用消除了机器人的微小扰动和稳态误差；二是能任意设置系统的极点，因此能保证闭环系统的稳定性和规定状态变量的暂态响应；三是加入了加速度反馈，抑制了由电枢电感所引起的机械手的振动，最后，给出了ＰＵＭＡ５６２机器人的计算机仿真和实验结果验证了此控制法的有效性。     

《周培德三角剖分不是最小权三角剖分》一文商榷——反例不成立

周培协三角剖分是否能得到最小权三角剖分，周培德在《周培德三角部分不是最小权三角剖分》一文撰写之前已有新的结论，本文还指出《周培德三角剖分不是最小权三角剖分》一文所举反例不成立。     

石油企业办社会的“悖理行为”辨疑

企业办社会虽与市场经济的客观要求相悖，但石油企业大量办社会的事实仍揭示了所具备的理性面。认为国家作为不受所有者监督的代理者对石油企业的要求，石油企业的行业特性以及在传统体制下长期运作所成的定热是石油企业办社会的主要原因。     

模糊Petri网及知识表示

在建造专家系统中虽然有很多种知识表示方法，但都有不尽人意的地方，本文试图用一种新的方法－Ｐｅｔｒｉ网模型来表示知识。本文给出了Ｆｕｚｚｚｙ Ｐｅｔｒｉ网和广义Ｆｕｚｚｙ Ｐｅｔｒｉ网两种模型，并给出了相应的推理算法，一旦专家知识用Ｐｅｔｒｉ网表示后，根据Ｐｅｔｒｉ网固有的特性，我们就能处理专家系统中并行推理、无回溯推理，反向推理等问题。