Obtaining customer knowledge represents a key task across all firms given its importance for potential competitive advantage, improving service quality and achieving long-term relationships with agents. However, despite the fact that the interaction between customers and frontline employees during service encounters is considered a valuable source of customer knowledge, our understanding of the role of frontline employees as brokers in this respect remains embryonic. The purpose and motivation of this research are to explore the factors-namely, enablers and barriers-that influence frontline employees' motivation to serve as knowledge brokers. The process through which knowledge brokers transfer customer knowledge during service encounters is also considered important. This study further contributes to the theory of knowledge management by formulating a valid conceptual framework that illustrates the process of knowledge-brokering during these service encounters. This thesis adopted a qualitative research approach using an in-depth multiple case study analysis. In total, 30 semi-structured interviews with different informants (i.e. managers and employees) from three top commercial banks in Jordan were undertaken. In addition, other data sources, including documents and observations, were also informed the primary data collection. Contextually, Jordan's service-oriented economy combined with its developing nature provided a rich research environment for exploring these issues. The study reveals that frontline employees engage in knowledge-brokering during service encounters transfer through three types of customer knowledge, namely, knowledge about customers, knowledge for customers, and knowledge from customers. Furthermore, the main findings demonstrate four critical sets of factors facilitating or impeding knowledge-brokering during these events, i.e.; organisational-level factors (e.g. organisational culture, organisational structure, and organisational support), individual-level factors (e.g. job experience, prior customer knowledge, ability to understand customer knowledge, self-efficacy, and workload), technological-level factors (e.g. bank information system and a lack of a customer-relationship management system) and knowledge-level factors (e.g. tacit or explicit). It was also found that the process of knowledge-brokering during service encounters is accomplished in two ways: knowledge-brokering for the customer and knowledge-brokering for the organisation. This study also reports a set of managerial implications that provide a better understanding of the influential factors inherent in establishing and seeking to succeed in knowledge-brokering during the course of frontline bank employees' interactions during service encounters. Keywords: knowledge-brokering, frontline employees, customer knowledge, service encounters.

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by Ma Yiguang. / "April 2000." / Thesis (Ph.D.)--Chinese University of Hong Kong, 2000. / Includes bibliographical references (p. 117-[124]). / Electronic reproduction. Hong Kong : Chinese University of Hong Kong, [2012] System requirements: Adobe Acrobat Reader. Available via World Wide Web. / Mode of access: World Wide Web. / Abstracts in English and Chinese.

The capability of the organisation in capturing customer value of experience (VoE) has led to continuous social interaction and spawned innovative ways to collaborate and co-create with the customers. This notion of reciprocal engagement is referred to as social co-creation. The co-creation paradigm represents value and is referred to as a function of experience other than the product itself. However, there is a critically needs for the organisation to formulate a 'value capture strategy' through the lens of social co-creation. It is evident that the fundamental question of the causal relationship between social media and co-creation has not been fully explained. The research developed a value capture framework in order to have a clear need to understand the various perceptions of four important conditions, social co-creation, customer engagement, engagement platform and organisation capability on value capture. The theoretical aspect of 'Absorptive Capacity Theory (ACT)' is used to demonstrate the organisational capability in order to recognise, identify, assimilate and implement the VoE in the organisation as part of competitive advantage along with existing of social technologies. In this respect, an original conceptual framework was formulated based on evidence within the current literature where a series of constructs are reported to guide the empirical fieldwork in identifying a 'value capture strategy'. The research adopted a qualitative methodology for the data collection approach which consequently enabled an exploratory and interpretive investigation. This included three pilot studies, twentyeight semi-structured interviews and one validation phase with experienced senior managers involved in co-creation within the technology and services industry who were regarded as valid respondents. The findings addressed external and internal conditions of value capture framework for VoE as a result of the analysis. The external condition focuses on organisation capability in recognising a customer active participation with the engagement platform. The internal condition enables an organisational strategy to assimilate and implement the VoE through co-creation initiatives in capturing the VoE. The research considers the organisation role as an actioner purposes on using a social co-creation for direct communication as part of the organisations practice. 9 The study not only contributes to the knowledge of social co-creation generally, but also extending the needs for the organisation on considering the internal condition for the organisation to identifies the VoE from customer participation. With that regards, the social co-creation engagement works as the interface before extending on cocreation stages which more direct, in-depth conversations with customers internally. The evidence is presented which confirms that a value capture strategy in cocreation is important for organisations stability and enhanced service delivery. By formulating a value capture framework, it creates a much deeper understanding of how each element were related and correlated to reach potential end result for the organisation. The implications of the study are that organisations should carefully consider the role of social media on engaging with the customers and propose to develop an online engagement network with their customers in order to have more direct and effective communication tools. This would allow them to have the right strategy on selecting the right customer to engage, for the right purposes at the right time is far more important from creating a massive communication.

by Kelvin Kwok-wai Law. / Thesis (M.Phil.)--Chinese University of Hong Kong, 1997. / Includes bibliographical references (leaves 66-68). / Abstract --- p.i / Acknowledgments --- p.iii / Chapter 1 --- Introduction --- p.1 / Chapter 1.1 --- Background --- p.1 / Chapter 1.2 --- Motivation --- p.2 / Chapter 1.3 --- Scope --- p.3 / Chapter 1.4 --- Dissertation Outline --- p.4 / Chapter 2 --- Background and Related Researches --- p.6 / Chapter 2.1 --- Interactive Services --- p.6 / Chapter 2.2 --- VOD Architecture --- p.7 / Chapter 2.3 --- Video Compression --- p.10 / Chapter 2.3.1 --- DCT Based Compression --- p.11 / Chapter 2.3.2 --- Subband Video Compression --- p.12 / Chapter 2.4 --- Related Research --- p.14 / Chapter 3 --- Multiple Resolutions Video File System --- p.16 / Chapter 3.1 --- Physical Disk Storage System --- p.16 / Chapter 3.2 --- Multi-resolution Video Data Placement Scheme --- p.17 / Chapter 3.3 --- Example of our Video Block Assignment Algorithm --- p.23 / Chapter 3.4 --- An Assignment Algorithm for Homogeneous Video Files --- p.26 / Chapter 4 --- Disk Scheduling and Admission Control --- p.33 / Chapter 4.1 --- Disk Scheduling Algorithm --- p.33 / Chapter 4.2 --- Admission Control --- p.40 / Chapter 5 --- Load Balancing of the Disk System --- p.43 / Chapter 6 --- Buffer Management --- p.49 / Chapter 6.1 --- Buffer Organization --- p.49 / Chapter 6.2 --- Buffer Requirement For Different Video Playback Mode --- p.51 / Chapter 7 --- Conclusions --- p.63 / Bibliography --- p.66

by Jan, Ting-Wai and Ng, To-Tung. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1998. / Includes bibliographical references (leaves 66-67). / ABSTRACT --- p.i / TABLE OF CONTENTS --- p.ii / LIST OF FIGURES --- p.iv / LIST OF TABLES --- p.v / CHAPTER / Chapter I --- INTRODUCTION --- p.1 / Objective --- p.1 / The Industrial Gases Industry --- p.1 / The Products --- p.2 / Competition within an Industrial Park --- p.3 / A SCENARIO IN THE INDUSTRY --- p.3 / Chapter II --- DESIGN OF THE GAME --- p.4 / The Environment --- p.4 / The Time Line --- p.5 / The Game in Extensive Form --- p.7 / Chapter III --- EVALUATION OF THE EXPECTED PAYOFFS --- p.10 / Payoff criterion: Net Present Value Vs Internal Rate of Return --- p.10 / Calculation of Payoffs at End Nodes --- p.12 / Cash Flow Assumptions --- p.13 / The Product Selling Price --- p.13 / Utilities Consumption in Relation to Plant Utilization --- p.14 / Chapter IV --- ANALYSIS OF THE GAME --- p.16 / The First Iteration --- p.16 / The Right Side of the Tree --- p.17 / The Left Side of the Tree --- p.18 / Payoffs of Portion A (Investment Options) --- p.19 / If Firm F2 sells at Year -1 --- p.20 / Is It a Fair Deal for Firm F1 at Node 4? --- p.21 / Can Firm F2 Increase Its Payoff at Year -1 ? --- p.22 / Determine a New Product Selling Price Between Firms F1 and F2 --- p.24 / Revised Expected Payoffs for Nodes 6 to 9 at Year-1 --- p.25 / The second Iteration (Final Outcome) --- p.27 / Risk if Firms Make Irrational Decisions --- p.27 / Chapter V --- INDUSTRY PRACTICE IN LONG TERM CAPACITY PLANNING --- p.29 / The Decision Tree of Firm F1 --- p.29 / The Decision Tree of Firm F2 --- p.30 / The Implications of Making Decisions Based on Individual Decision Trees --- p.31 / By Firm F1 and F2 --- p.31 / Chapter VI --- CONCLUSION --- p.33 / APPENDIX A SUMMARY OF ASSUMPTIONS IN CASH FLOW --- p.34 / APPENDIX B SUMMARY OF CASH FLOW FOR VARIOUS PAYOFFS AT FIRST ITERATION --- p.35 / APPENDIX C SUMMARY OF CASH FLOW FOR VARIOUS PAYOFFS FOR FINAL OUTCOME --- p.55 / BIBLIOGRAPHY --- p.66

Este trabalho descreve o desenvolvimento e aplicações práticas de uma nova e simples metodologia eletroquímica para a determinação da capacidade antioxidante de moléculas modelo específicas e/ou algumas amostras complexas de alimentos normalmente consumidas no Brasil. Outros sistemas de interesse teórico ou tecnológico também foram investigados. O método se baseia no uso de uma quantidade conhecida de um íon inorgânico como oxidante e na determinação cronoamperométrica de sua concentração remanescente após reação com as espécies antioxidantes de interesse. Contudo, testes iniciais para diferentes marcas comerciais de sucos de laranjas usando Fe3+ como oxidante (ensaio FRAP modificado), só obtiveram êxito quando o antioxidante apresenta um comportamento eletroquímico totalmente irreversível como, por exemplo, o ácido ascórbico. Para superar esse problema, o ensaio foi então desenvolvido usando o Ce4+ como oxidante (ensaio CRAC) uma vez que sua redução após reação pode ser realizada em 0,8 V vs Ag/AgCl, uma região de potencial na qual não ocorre a redução das espécies formadas pela oxidação reversível ou quase reversível do antioxidante. Devido ao elevado potencial anódico requerido quando o Ce4+ é usado, foi necessário um filme de diamante dopado com boro como eletrodo de trabalho. Após uma rigorosa caracterização do sistema eletroquímico, foram realizadas determinações da capacidade antioxidante de oito compostos padrões (ácido ascórbico, ácido gálico, ácido tânico, BHA, catequina, quercetina, rutina e trolox), usando o ensaio CRAC. Os resultados mostraram uma correlação satisfatória com ensaios mais complexos reportados na literatura e foram aplicados em um conjunto de sucos de frutas industrializados, mostrando valores máximos com quase uma ordem de grandeza superior ao apresentado pelo composto de referência (trolox), com a seguinte seqüência de capacidade antioxidante: caju > goiaba > uva > manga > laranja > maracujá. Considerando a busca da indústria local de \"cachaça\" por madeiras alternativas em contrapartida aos tonéis de carvalho, o ensaio CRAC foi realizado usando quatro extratos etanólicos de madeiras brasileiras [Pequi (Caryocar brasiliense), Imbuia (Octea porosa), Cabreúva (Myrocarpus frondosus) e Cabreúva-vermelha (Myroxylon balsamum)] assim como um extrato de Carvalho (Quercus sp), para comparação. Os resultados indicaram um aumento na capacidade antioxidante na ordem apresentada acima e, apesar da melhor amostra (Cabreúva-vermelha) ter apenas 60% da capacidade antioxidante apresentada pelo carvalho, sua disponibilidade e preço despertam o interesse por pesquisas futuras. Uma avaliação comparativa dos resultados obtidos usando os ensaios CRAC e DPPH foi realizado para extratos metanólicos de cana-de-açúcar e polpa de maracujá. Essa comparação revelou uma diferença quantitativa entre os valores dos ensaios, porém, a hierarquia foi mantida para cada conjunto de resultado. Esse efeito foi atribuído às diferenças nos mecanismos dominantes para a desativação radicalar, bem como para as condições experimentais de cada ensaio. A correlação entre a estrutura e a atividade antioxidante de moléculas modelo de flavonóides sob investigação foi relatada devido à presença de certos grupos substituintes na estrutura de difenilpirano. A atividade hierárquica para tais grupos foi estabelecida como: OH(C2´C4´) > OH(C4´) ~ OH(C3´C4´) > C2=C3 + 4-oxo > OH(C3,C5) + 4-oxo > OH(C3) + 4-oxo > OH(C5) + 4-oxo > OH(C3,C5). A formação de complexos entre flavonóides e íons metálicos, tal como o Fe2+, tem um forte efeito sobre a capacidade antioxidante e o ensaio CRAC mostrou que para a morina, quercetina e fisetina, esse aumento foi de 15,3; 31,8 e 27,9%, respectivamente. Por outro lado, para a catequina e crisina, o aumento foi de apenas 1,8 e 7,8%, respectivamente. Esses aumentos foram relatados devido à presença de, pelo menos, um dos três tipos de sítios ativos na molécula polifenólica que interage com íons metálicos. Todos esses resultados confirmam que o ensaio CRAC é uma ferramenta simples e viável para a determinação da capacidade antioxidante de uma variedade de sistemas práticos e moléculas modelo. / This work describes the development and practical applications of a novel and simple electrochemical methodology for the determination of the antioxidant capacity of specific model molecules and/or some complex food samples currently consumed in Brazil. Other systems having either theoretical or technological interest were also investigated. The method is based on the use of a known amount of an inorganic ion as the oxidant and in the chronoamperometric determination of its remaining concentration after reaction with the chosen antioxidant species. However, initial tests for different commercial brands of orange juices using Fe3+ as the oxidant (modified FRAP assay) were only successful when the antioxidant has a totally irreversible electrochemical behavior as, for example, ascorbic acid. To overcome this problem, the assays were then performed using Ce4+ as the oxidant (the CRAC assay) since its reduction after reaction can be carried out at 0.8 V vs Ag/AgCl, a potential region where the reduction of species formed by the reversible or quasi-reversible oxidation of the antioxidant does not occur. Due to the high anodic potentials required when using Ce4+, it was necessary to have a boron-doped diamond film as the working electrode. After a rigorous characterization of the electrochemical systems, measurements of the antioxidant capacity of eight standard compounds (ascorbic acid, gallic acid, tannic acid, BHA, catechin, quercetin, rutin and trolox) were carried out using the CRAC assay. The results showed a satisfactory correlation with those reported in the literature using other more complex assays and these studies were then applied to a set of industrialized fruit juices showing maximum values almost one order of magnitude higher than that of the reference compound (trolox) and following the antioxidant capacity sequence: cashew>guava>grape>mango>orange>passion fruit. Considering that the local \"cachaça\" industry is looking for alternative woods to the use of oak barrels, CRAC assays were carried out using four ethanol extracts of Brazilian woods [Pequi (Caryocar brasiliense), Imbuia (Octea porosa), Cabreúva (Myrocarpus frondosus) e Cabreúva-vermelha (Myroxylon balsamum)] as well as an Oak (Quercus sp) extract, for comparison. The results indicate an increasing antioxidant capacity in the order presented above and, although the best sample (Cabreúva-vermelha) has only 60% of the capacity shown by oak, its local availability and price makes it interesting for further research. A comparative evaluation of the results obtained using the CRAC and the DPPH assays was carried out for methanol extracts of sugar cane juice and passion fruit pulp. That comparison revealed a quantitative difference between the assay values but the hierarchy was maintained for each set of results. Such effect was attributed to differences in the prevailing mechanism for radical deactivation, as well as, the experimental conditions used for each assay. The correlation between structure and antioxidant activity of model flavonoid molecules under investigation was related to the presence of certain groups in the diphenilpyrene structure. The activity hierarchy for them was established as: OH(C2´C4´) > OH(C4´) ~ OH(C3´C4´) > C2=C3 + 4-oxo > OH(C3,C5) + 4-oxo > OH(C3) + 4-oxo > OH(C5) + 4-oxo > OH(C3,C5). The complex formation between flavonoids and metal ions, such as Fe2+, has a strong effect on the antioxidant capacity and CRAC assay showed that for morin, quercetin and fisetin the increase was 15.3, 31.8 and 27.9%, respectively. On the other hand, for catechin and chrysin the increase was only 1.8 and 7.8%, respectively. These increases were related to the presence of, at least, one of three types of active sites in the polyphenolic molecule that can interact with metal ions. All these findings confirm that the CRAC assay is simple and convenient tool for the determination of the antioxidant capacity of a variety of practical systems and model molecules.

Este trabalho avalia a influência de veículos de grande porte na capacidade de interseções rodoviárias em nível não semaforizadas, verificando as variações no comportamento de caminhões e ônibus durante manobras de cruzamento, em função de seu comprimento e de sua relação potência/peso. Foram realizadas análises das distribuições dos tempos de cruzamento e da aceitação de \"gaps\" por diferentes tipos de veículos, sendo utilizados modelos Logit para representar o comportamento desses veículos nos cruzamentos. Estes modelos serviram como base na elaboração de um simulador, para determinar a capacidade potencial das interseções e para calcular os fatores de conversão de veículos de grande porte em veículos de passageiro. / This study assesses the influence of heavy vehicles on the capacity of unsignalized rural intersections. This is done through the study of vehicle behavior during crossing maneuvers that can be attributed to length and power-to-weight ratio. Crossing time distributions and gap acceptance of diferent types of vehicles were analysed, and Logit models were used to represent their behavior. These models and a simulation model were used to determine the potencial capacity of intersections and to calculate factors to convert heavy vehicles into passenger vehicles.

Development aid has long been a major policy tool of the discourse and policy practiceof bilateral and multilateral donors alike. Originally used for servicing the reconstructionof post-war economies and the wider geo-political aspirations of the period, moderndevelopment aid was quickly transformed to an ever-growing industry which hasexpanded to the most remote locations of the globe. Large countries and internationalorganisations swiftly set up a variety of specialised agencies, institutes and researchcentres in order to promote their aid programmes and projects to the poor countries ofthe South. The persistent failure of the development industry to achieve substantialresults in the poorest regions of the world has meant that discourse and priority areashave been redirected multiple times according to the trends of every period. However, itis not clear how far development practice actually alters in correspondence with changesin aid discourse. This dissertation provides an empirical study of the relationshipbetween the two in the context of the move to bottom-up 'partnership' discourse andJapan International Cooperation Agency (JICA) development practise in Ghana. During the last ten years Ghana has geared its development policies towards achievingthe Millennium Development Goals and entering the group of countries classified ashaving (lower) middle-income status. Major donor agencies like JICA have gathered inthe country to provide their 'expertise' and to 'assist' Ghana in reaching the targets ofthe Millennium Declaration. Drawing from two JICA case studies of TechnicalCooperation for Capacity Development in Ghana in health and education this thesissheds light on the differences between JICA's aid rhetoric and practice. This studyargues that despite JICA's aid discourse for a 'demand-driven', 'relevant' and'participatory' aid understanding, its implementation practice contradicts the substantivenormative meanings of these terms and is instead reticent of the past orthodox and 'topdown'aid practices of big donor countries and organisations.

With a growing ageing population decline in physical function has become a major public health issue, as it is associated with disability in later life. Recent evidence suggests that blockade of the renin-angiotension-aldosterone system may have a role in improving physical function in older people.We hypothesised that inhibition of the renin-angiotensin-aldosterone system with spironolactone would improve physical function in older people without heart failure. In a double-blind, randomised controlled clinical trial 120 participants, aged >65 years with functional impairment were randomized to receive 25mg spironolactone or placebo for 20 weeks. The primary outcome was the change in six-minute walking distance over 20 weeks. Secondary outcomes were change in Timed-Get-Up and Go test, Incremental Shuttle Walk Test, measures of health related quality of life (EuroQol health questionnaire and Functional Limitation Profile) and measures of psychological state (Hospital Anxiety and Depression Scale). Outcomes measures were repeated at 10 and 20 weeks.Participant mean age was 75 years (SD 6), 65/120 (54%) were male. Only 8/120 participants (6.6%) dropped out (5 from the placebo group, 3 from the spironolactone group). Of the 112 participants who completed the study 95% (106/112) remained on medication at 20 weeks. There was no significant change in six minute walking distance at 20 weeks with a -3.2 (95% CI -28.9, 22.5) metres difference between the spironolactone group related to the placebo group (p=0.81). There was however a significant improvement in quality of life at 20 weeks (a secondary outcome) with a rise in EuroQol EQ-5D score of 0.10 (95% CI 0.03, 0.18) in the spironolactone group relative to the placebo group (p=<0.01). There were no significant changes between groups in the other secondary outcomes. This trial found that spironolactone was safe and well tolerated, but did not improve physical function in older people who did not have heart failure. Quality of life improved, but the biological plausibility and possible mechanisms for this require further study.