The role of human interaction in complaint handling

2021 ◽  
Vol 62 ◽  
pp. 102670
Author(s):  
Sophie Jeanpert ◽  
Laure Jacquemier-Paquin ◽  
Sophie Claye-Puaux
Keyword(s):  
Human Interaction ◽  
Complaint Handling

The role and relationship of mindreading and social attunement in HRI – position statements of interdisciplinary researchers. Workshop HRI'20

2020 ◽  
Author(s):  
Agnieszka Wykowska ◽  
Jairo Pérez-Osorio ◽  
Stefan Kopp
Keyword(s):  
Mental States ◽  
Human Robot Interaction ◽  
Human Interaction ◽  
Artificial Agents ◽  
The Novel ◽  
Robot Interaction ◽  
Novel Coronavirus ◽  
Relationship Of ◽  
The Relationship

This booklet is a collection of the position statements accepted for the HRI’20 conference workshop “Social Cognition for HRI: Exploring the relationship between mindreading and social attunement in human-robot interaction” (Wykowska, Perez-Osorio & Kopp, 2020). Unfortunately, due to the rapid unfolding of the novel coronavirus at the beginning of the present year, the conference and consequently our workshop, were canceled. On the light of these events, we decided to put together the positions statements accepted for the workshop. The contributions collected in these pages highlight the role of attribution of mental states to artificial agents in human-robot interaction, and precisely the quality and presence of social attunement mechanisms that are known to make human interaction smooth, efficient, and robust. These papers also accentuate the importance of the multidisciplinary approach to advance the understanding of the factors and the consequences of social interactions with artificial agents.

The Role of Constraints and Human Interaction in Evolving MEMS Designs: Microresonator Case Study

2004 ◽  
Author(s):  
Raffi Kamalian ◽  
Alice M. Agogino ◽  
Hideyuki Takagi
Keyword(s):  
Genetic Algorithms ◽  
Geometric Constraints ◽  
Human Interaction ◽  
Design System ◽  
Current State ◽  
Mems Resonator ◽  
Computer Aided ◽  
Generative Methods

In this paper we review the current state of automated MEMS synthesis with a focus on generative methods. We use the design of a MEMS resonator as a case study and explore the role that geometric constraints and human interaction play in a computer-aided MEMS design system based on genetic algorithms.

scholarly journals Genetic Algorithm based Emotional State Evaluation from Filtered EEG Data

2019 ◽  
Vol 5 (3) ◽  
pp. 8
Author(s):  
Charu Gitey
Keyword(s):  
Research Work ◽  
Feature Reduction ◽  
Human Interaction ◽  
Emotional States ◽  
Area Of Interest ◽  
State Evaluation ◽  
Positron Emission ◽  
Recognition Of Emotions ◽  
Magnetic Resonance Imaging Mri

Emotion plays an important role in the daily life of man and is an important feature of human interaction. Because of its role of adaptation, it motivates people to respond quickly to stimuli in their environment to improve communication, learning and decision making. With the increasing role of the brain-computer interface (BCI) in user-computer interaction, automatic recognition of emotions has become an area of interest in the last decade. The recognition of emotions could be facial expression, gesture, speech and text and could be recorded in different ways, such as electroencephalogram (EEG), positron emission tomography (PET), magnetic resonance imaging (MRI), etc. In this research work, feature extraction feature reduction and classification of emotions have been evaluated on different methods to recognize and classify different emotional states such as fear, sad, frustrated, happy, pleasant and satisfied from inner emotion EEG signals.

THE ROLE OF LEADER IN EMPLOYEE PERFORMANCE ACHIEVEMENT (STUDIES IN REGIONAL EMPLOYMENT AGENCY SURABAYA)

JOURNAL ASRO ◽  
2020 ◽  
Vol 11 (03) ◽  
pp. 135
Author(s):  
Sukmo Hadi Nugroho ◽  
Heru Kreshna Reza
Keyword(s):  
Employee Performance ◽  
Human Interaction ◽  
Research Focus ◽  
Organizational Goals ◽  
Performance Achievement ◽  
Regional Employment ◽  
Employment Agency ◽  
The Relationship ◽  
Goals And Objectives

In the organization of human interaction are incorporated in them, such as the relationship with subordinate leaders, that they will work together in performing the tasks that have been planned to achieve organizational goals. A leader in the proficient and skilled capable expected should also be willing and have the willingness to work effectively and efficiently. The task of a leader is to plan, mobilize and supervise every activity in the organization. One of the main tasks of a leader is to be able to achieve the performance of employees which in turn can achieve the goals and objectives of the organization are in leader. The method used in this research is a descriptive qualitative approach His research focus is 1) the role of the leader in achieving the performance of employees at the Regional Employment Agency of Surabaya (BKD). 2) the performance of employees in the Regional Employment Agency of Surabaya. The results showed that the role of the leader in achieving the performance of employees in Surabaya Regional Employment Agency can already be quite well where leaders are able to carry out their role so as to achieve better performance of employees in order to realize the objectives of the organization.   Keywords: Leader, Employee Performance, Regional Employment Agency Surabaya

Social Influence and Human Interaction with Technology

2010 ◽  
pp. 1-20
Author(s):  
Robert S. Friedman ◽  
Desiree M. Roberts ◽  
Jonathan D. Linton
Keyword(s):  
Communication Networks ◽  
Internal Communication ◽  
Human Interaction ◽  
Sources Of Information ◽  
External Sources ◽  
Internal Information ◽  
Rival Firms ◽  
Successful Innovation ◽  
Share Information

This chapter discusses how information that supports innovation flows throughout an organization, the construction and effects of team composition, the innovative processes that teams employ, and the development, implementation, and evaluation of systems used to manage the flow and distribution of information. As Allen and Cohen (1969) point out, effective communicators rise in their organizations as a result of their willingness to engage information—by reading and conversing outside of their immediate settings, but as Tushman (1977) explains, that kind of outreach precipitates special boundary roles, which come about to satisfy an organization’s communication network’s role of bridging an internal information network to external sources of information. Thompson (1965) investigates the conditions necessary to move an organization from a single-minded focus on productivity to one of those that facilitate innovation. At times, that means engaging rival firms, and von Hippel (1987) demonstrates that information sharing is economically beneficial to the organizations doing the trading. Freeman’s (1991) finding that information regarding innovative processes entails the development of effective information networks confirms how important it is for successful innovation that there exist effective external and internal communication networks, and that individuals collaborate to share information. von Hippel (1994) returns later in the chapter to qualify this point by showing that there is a direct correlation between the level of stickiness and the expense related to moving that information to a location where it can be applied to solving a problem.

The Model Selection Curse

2019 ◽  
Vol 1 (2) ◽  
pp. 127-140 ◽  
Author(s):  
Kfir Eliaz ◽  
Ran Spiegler
Keyword(s):  
Machine Learning ◽  
Model Selection ◽  
Learning Algorithms ◽  
Personal Data ◽  
Estimation Procedure ◽  
Machine Learning Algorithms ◽  
Human Interaction ◽  
Truth Telling ◽  
Agent Based

A statistician takes an action on behalf of an agent, based on the agent’s self-reported personal data and a sample involving other people. The action that he takes is an estimated function of the agent’s report. The estimation procedure involves model selection. We ask the following question: Is truth-telling optimal for the agent given the statistician’s procedure? We analyze this question in the context of a simple example that highlights the role of model selection. We suggest that our simple exercise may have implications for the broader issue of human interaction with machine learning algorithms. (JEL C52)

Complaint management in hospitality organizations: The role of empowerment and other service recovery attributes impacting loyalty and satisfaction

2016 ◽  
Vol 17 (2) ◽  
pp. 204-216 ◽  
Author(s):  
Godwin-Charles A Ogbeide ◽  
Stefanie Böser ◽  
Robert J Harrinton ◽  
Michael C Ottenbacher
Keyword(s):  
Frontline Employees ◽  
Complaint Management ◽  
Complaint Handling ◽  
Management Procedures ◽  
Hospitality Organizations ◽  
Fair Compensation ◽  
Service Oriented ◽  
Guest Satisfaction ◽  
Intention To Return

The purpose of this study was to analyze the relationship among employee empowerment and other complaint management procedures concerning guest satisfaction, intention to return, and intention to recommend the firm to others. The results indicated the importance of empowering frontline employees to properly accept, process, and react to complaints for an efficient complaint management strategy. In addition, the results showed that the three critical attributes for overall firm satisfaction, customer loyalty, and intention to recommend the firm to others included welcoming and understanding guest complaints, providing fair compensation, and promptness of complaint handling process. This study will enable hospitality and other service-oriented organizations to identify aspects of their operations that require more investment in order to ensure service improvements that would ultimately lead to better performance.

14 Redress

2016 ◽  
Author(s):  
Morris Simon
Keyword(s):  
Consumer Protection ◽  
Financial Services ◽  
Compensation Scheme ◽  
Complaint Handling ◽  
Regulated Firms ◽  
Consumer Interests ◽  
The Way

This chapter concerns the seven principal aspects of redress under the Financial Services and Markets Act (FSMA) 2000. Redress may be due when the primary goal of consumer protection has failed to attain its objective and a customer suffers loss or inconvenience. This chapter considers the Financial Conduct Authority’s (FCA) requirements for firms with regard to complaint handling. It also looks at the process by which disputes between retail customers and regulated firms can be brought to the Financial Ombudsman Service (FOS) and the way in which the FOS will decide a dispute. The process by which a designated consumer body can bring complaints to the FCA regarding consumer interests, and the role of the Financial Services Compensation Scheme (FSCS), are explained. Finally, the role of consumer redress schemes, restitution orders, and other circumstances where consumers may obtain redress are explained.

scholarly journals Language As a Memory Carrier Of Perceptually-Based Knowledge. Selected Aspects Of Imagery In Chaucer’s Knight’s Tale And Troilus And Criseyde

2015 ◽  
Vol 41 (1) ◽  
pp. 127-141
Author(s):  
Katarzyna Stadnik
Keyword(s):  
Cultural Evolution ◽  
Cultural Transmission ◽  
Human Interaction ◽  
Present Moment ◽  
Human Knowledge ◽  
Troilus And Criseyde ◽  
Language And Culture ◽  
The Past ◽  
Cumulative Cultural Evolution

AbstractIn the paper, we address the question of the relation between language and culture from a Cognitive Linguistic perspective. While accounting for the role of language as an aid to cultural transmission in maintaining the community’s conceptual order, we address the question of whether the concept of a linguistic worldview aptly captures the interplay between language and culture. We suggest that, due to cumulative cultural evolution spurred by the incessant development of human knowledge, layers of conceptualisations accumulate over time. It is proposed that this palimpsest of conceptualisations results from human interaction that transcends the constraints of the present moment, encompassing the past and present, as well as delineating possible developments of the community’s future conceptual order.

The Human Factors Issues in Information Security: What are They and Do They Matter?

1998 ◽  
Vol 42 (4) ◽  
pp. 439-443
Author(s):  
Pamela R. McCauley-Bell ◽  
Lesia L. Crumpton
Keyword(s):  
Information Technology ◽  
Information Systems ◽  
Information Security ◽  
Human Factors ◽  
Human Error ◽  
System Security ◽  
Security Protocol ◽  
Human Interaction ◽  
Security Issues

The information technology field has been increasingly plagued by threats to the security of information systems, networks, and communication media. The solutions to these problems have primarily focused on the techniques to more closely safeguard networks (i.e. firewalls) with similar efforts being put into assessing the vulnerabilities of the hardware and software aspects of the systems. With the exception of discussions into more creative password selection, discussion pertaining to the role of the user, can play in reducing the risk of human error and thus promoting system security has been extremely limited. This lecture will present an overview of information security issues impacted by human interaction that may or may not play a role in promoting system security. Understanding that information systems are in fact composed of hardware and software components which must be addressed using traditional information security protocol, this lecture will provide an understanding of the possible risk that the human/user poses to an information system. Once the risks or factors associated with the human in the security of the system are identified, the next question is do the factors matter? The objective of this lecture is to present an intellectual discussion of human factors issues and their impact on information security. This is an important discussion topic that the information technology field can not afford to ignore.

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