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2021 ◽  
Vol 2 (1) ◽  
pp. 117-128
Author(s):  
Mary Joy V Sienes ◽  
Jasper Eric C Catan

The Philippines is a global leader in business process outsourcing (BPO). Many foreign investors view the Philippines as a viable location for their call center operations due to the Filipinos' strength in English proficiency. This study focuses on inbound call center accounts that deal with a variety of call situations, ranging from information requests to difficult calls that require more time to handle, such as complaint calls. Since the goal of any business is customer satisfaction, this research aims to investigate how Filipino call center agents mitigate and reduce the liability and guilt towards customers. Results show that the 90 call center representatives have successfully produced 'perfect apologies' by providing all five strategies posited by Cohen et al. (1986) in most of their complaint calls. However, the sequence is distorted by emphasizing more on offering a repair. This leads to a recommendation that calls center training on apology be emphasized on building personal connections rather than a mechanical response to situations.


Author(s):  
Ahmed Alturkistany

On the 9th of September 2015, the Saudi Spine Society (SSS) was birthed. Now, the society is six years old and, despite its comparative youth, it has become a regional and global leader in the field of spine care. The Saudi Spine Society is a multidisciplinary scientific association which aims to promote spine care in the Kingdom of Saudi Arabia. Its membership includes a wide range of specialist fields concerning the prevention, management and rehabilitation of all spine related ailments. To read the full text, please download the PDF or view the article HTML.


2021 ◽  
Vol 129 (1) ◽  
pp. 32-47
Author(s):  
Sharmila Parmanand

The Philippines is a global leader in deploying microcredit to address poverty. These programmes are usually directed at women. Research on these programmes focuses on traditional economic indicators such as loan repayment rates but neglects impacts on women’s agency and well-being, or their position in the household and relationships with their partners and children. It is taken for granted that access to microcredit leads to enhanced gender freedoms. In line with the growing body of work in feminist scholarship that critiques the instrumentalist logic of microfinance institutions (MFIs) in relation to women, this research foregrounds stories from interviews with female borrowers in Zamboanga City in Southern Philippines to provide grounded illustrations of how microcredit is reshaping relationships between women and their families, women and poverty and women and the state. Borrowers used loans to meet their family’s needs even at the cost of harassment from creditors, indebtedness, increased workloads and conflict with partners. These narratives challenge the dominant neoliberal discourse of female empowerment through access to credit by exposing how microcredit is part of a complex set of regulations around ‘good motherhood’ and consumption, where women’s moral worth is based on their willingness and ability to lift their families out of poverty.


2021 ◽  
pp. 149-170
Author(s):  
Dominika Janus

China is home to some 800 smart cities projects aspiring to win the global race toward building advanced data-driven society - causing both awe and concern around the world. CCP leadership has been signalling the importance of smart cities development, to the point of including it in national strategy - over the past decade, China has become a global leader in smart city initiatives – advancements in big data and artificial intelligence (AI) powered analysis undoubtedly improved urban management and digital technologies are extensively interwoven into the everyday life of denizens of Chinese cities and villages. The government has been presenting initiatives related to smart city programme as a way of bringing the citizens closer to the state, building a “harmonious society” through a “culture of honesty”. But what is the extent to which integration of citizen into smart systems changes life in data-enabled cities? This paper will present an overview of the findings in current research of the implications of Chinese approach to smart city concept. It will be also an attempt to highlight the crucial elements of cyber security in the context of Internet of Things (IoT) and smart solutions employed in China.


2021 ◽  
Vol 1 (1) ◽  
Author(s):  
Panpan Zhou ◽  
Ben M. Chen

AbstractWe study in this paper a semi-global leader-following output consensus problem for multiple heterogeneous linear systems in the presence of actuator position and rate saturation over a directed topology. For each follower, via the low gain feedback design technique and output regulation theory, both a state feedback consensus protocol and an output feedback consensus protocol are constructed. In the output feedback case, different distributed observers are designed for the informed followers and uninformed followers to estimate the state of the leader and the follower itself. We show that the semi-global leader-following output consensus of heterogeneous linear systems can be achieved by the two consensus protocols if each follower is reachable from the leader in the directed communication topology.


Plant Disease ◽  
2021 ◽  
Author(s):  
Juan Moral Moral ◽  
MARÍA TERESA GARCÍA LOPEZ ◽  
Ana Gordon ◽  
Alejandro Ortega-Beltran ◽  
Ryan D Puckett ◽  
...  

Aflatoxin contamination of almond kernels, caused by Aspergillus flavus and A. parasiticus, is a severe concern for growers due to its high toxicity. In California, the global leader of almond production, aflatoxin can be managed by applying the biological control strain AF36 of A. flavus and selecting resistant cultivars. Here, we classified the almond genotypes by K-Means cluster analysis into three groups [Susceptible (S), Moderately Susceptible (MS), or Resistant (R)] based on aflatoxin content of inoculated kernels. The protective effects of the shell and seedcoat in preventing aflatoxin contamination were also examined. The presence of intact shells reduced aflatoxin contamination over 100-fold. The seedcoat provided a layer of protection, but not complete. In kernel inoculation assays, none of the studied almond genotypes showed a total resistance to the pathogen. However, nine traditional cultivars and four advanced selections were classified as R. Because these advanced selections contained germplasm derived from peach, we compared the kernel resistance of three peach cultivars to that shown by kernels of a R (‘Sonora’) and a S (‘Carmel’) almond cultivar and five pistachio cultivars. Overall, peach kernels were significantly more resistant to the pathogen than almond kernels, which were more resistant than pistachio kernels. Finally, we studied the combined effect of the cultivar resistance and the biocontrol strain AF36 in limiting aflatoxin contamination. For this, we co-inoculated almond kernels of R ‘Sonora’ and S ‘Carmel’ with AF36 72 h before or 48 h after inoculating with an aflatoxin-producing strain of A. flavus. The percentage of aflatoxin reduction by AF36 strain was greater in kernels of ‘Carmel’ kernels (98%) than in those of ‘Sonora’ (83%). Cultivar resistance also affected the kernel colonization by the biological control strain. AF36 strain limited aflatoxin contamination in almond kernels even when applied 48 h after the aflatoxin-producing strain. Our results show that biocontrol combined with the use of cultivars with resistance to aflatoxin contamination can result in a more robust protection strategy than the use of either practices in isolation.


2021 ◽  
pp. 019262332110379
Author(s):  
Mark Hoenerhoff ◽  
Stacey Fossey ◽  
Charlotte Keenan ◽  
Agathe Bédard ◽  
Typhaine Lejeune ◽  
...  

The Society of Toxicologic Pathology (STP, https://www.toxpath.org /) was founded in North America in 1971 as a nonprofit scientific and educational association to promote the professional practice of pathology as applied to pharmaceutical and environmental safety assessment. In the ensuing 50 years, the STP has become a principal global leader in the field. Society membership has expanded to include toxicologic pathologists and allied scientists (eg, toxicologists, regulatory reviewers) from many nations. In addition to serving membership needs for professional development and networking, major STP outreach activities include production of articles and presentations designed to optimize toxicologic pathology procedures (“best practice” recommendations), communicate core principles of pathology evaluation and interpretation (“points to consider” and “opinion” pieces), and participation in international efforts to harmonize diagnostic nomenclature. The STP has evolved into an essential resource for academic, government, and industrial organizations that employ and educate toxicologic pathologists as well as use toxicologic pathology data across a range of applications from assessing product safety (therapies, foods, etc) to monitoring and maintaining environmental and occupational health. This article recapitulates the important milestones and accomplishments of the STP during its first 50 years.


2021 ◽  
pp. 154805182110309
Author(s):  
Katherine C. Cotter

Existing research and theory provides support for the assertion that the survival of organizations in the globalized world is contingent upon the match between their external complexity and the complexity of their internal systems, including their leadership processes. Global leaders high in self-complexity are equipped to lead the successful adaptation of their organizations to their global environments. Unfortunately, the absence of clear conceptualization and valid, reliable measures have prevented the advancement of our understanding of self-complexity in general, and global leader self-complexity in particular. To help close this research gap, I put forth a theory of global leader self-complexity, which I then operationalize with the Global Leader Self-Complexity Scale (GLSCS). I assess the factor structure, reliability, and validity in three studies. The Study 1 results suggest that global leader self-complexity is a two-dimensional construct comprised of global leader self-differentiation and self-integration. The Study 2 results provide evidence for the test-retest reliability and convergent, divergent, and predictive validity of the GLSCS. Obtained with a sample of hundreds of global leaders from around the world, the Study 3 results provide evidence for the generalization validity of the GLSCS. The theoretical implications for the nomological network of global leader self-differentiation are self-integration are discussed, as well as practical implications for the development and selection of effective global leaders. Finally, I suggest avenues for future researchers to advance the research of global leader self-complexity and leader self-complexity more broadly.


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