bluuebunny/crossref_metadata_2025_split huggingface dataset:
Extraction of DC busbar parasitics in PWM inverters
Authors: Çay Zarife , Henze Olaf , Weiland Thomas 
Published: August 2009

PurposeThe purpose of this paper is to present and apply a parasitic extraction approach for the calculation of DC busbar inductances.Design/methodology/approachA computational approach based on the finite integration technique and computed magnetic energy is developed to extract parasitic inductances. The finite integration analysis is conducted via the magnetoquasistatic solver of CST EM Studio® capturing the 3D geometrical effects of the design, as well as the skin and proximity effects.FindingsThe method is applied successfully to evaluate the leakage inductances of two printed circuit boards structures; a backplane sample for the verification purpose and a real DC bus employed in a three‐phase pulse width modulation inverter.Research limitations/implicationsThe paper demonstrates that the method calculates the loop inductances accurately. It does not, however, verify the used technique to split loop inductances into partial inductances.Practical implicationsThe extraction method is easy‐to‐use and able to handle complex geometries within acceptable computation time and accuracy.Originality/valueThe paper introduces a way to compute the parasitic inductances from the results of a numerical electromagnetic field solver.
Plane elliptic or toroidal multipole expansions for static fields
Authors: Schnizer P. , Schnizer B. , Akishin P. , Fischer E. 
Published: August 2009

PurposeThe purpose of this paper is to present new basis functions suitable to parameterize two‐dimensional static potentials or (magnetic) fields and to show their application in practical cases.Design/methodology/approachRegular multipole solutions of the potential equation in plane elliptic coordinates are found by separation. The resulting set of functions is reduced to complete subsets suitable for expanding regular potentials or irrotational source‐free fields. Approximate regular plane solutions of the potential equation in local toroidal coordinates are computed by R‐separation and power series expansions in the inverse aspect ratio. The harmonic signals induced in a coil rotating in such a toroidal multipole field are computed from the induction law by similar expansions.FindingsThe elliptic expansions are useful in a larger area than circular multipole expansions and give better fits. The toroidal expansions permit one to estimate the effect of the curvature of magnets on the field and give better adapted expansions. However, while the scalar multipoles for the potential are orthogonal the vector fields derived for the two‐dimensional field are not.Research limitations/implicationsDerivations presuppose analytical fields.Practical implicationsField data obtained from numeric field calculations or measurements do not represent exactly analytic fields. Application of the expansion requires care and checks.Originality/valueThe paper presents novel approaches for parameterizing longitudinally uniform cylindrical or toroidally uniform potentials and fields.
Comparison between continuous and discrete frequency domain solution methods for structural steady state calculations with the finite element method
Authors: Rainer O. Bíró S. , Stermecki A. 
Published: August 2009

PurposeDifferent solution methods, using finite element method in continuous and discrete frequency domain, are compared with each other in order to find the most appropriate method for the estimation of steady state vibrations in linear structural and mechanical problems. The purpose of this paper is to describe the procedures.Design/methodology/approachThe continuous and some relevant discrete frequency domain solution methods are compared by an analytical investigation as well as by the numerical examination of a simple model. Finally, results for a more relevant example using finite elements are presented.FindingsIt is shown that the steady state computation using the continuous frequency domain system description delivers the exact solution for a given system.Originality/valueBased on the presented results, the use of continuous frequency domain system description is recommendable in most cases.
Discontinuous Galerkin formulation for eddy‐current problems
Authors: Außerhofer S. , Bíró O. , Preis K. 
Published: August 2009

PurposeThe purpose of this paper is to describe a method for solving eddy current problems. Discontinuous basis functions are applied to conducting regions in eddy‐current problems. This results in a block‐diagonal mass matrix allowing explicit time stepping without having to solve large algebraic systems.Design/methodology/approachThe effect of the basis functions in the conducting region is limited to the respective finite element. This yields to a block‐diagonal mass matrix, whereas each block in this matrix belongs to one finite element. In the nonconducting region, traditional finite elements are used which leads to well‐conditioned system matrices. For the two regions, different time steps are used.FindingsTo avoid instability, a term which penalizes the tangential jump of the magnetic vector potential A has to be added. A value for weighting this term is suggested and tested on a simple two dimensional example.Originality/valueThe proposed method leads to a potentially fast method for solving eddy‐current problems.
Extraction of circuit parameters from PCB by FDTD and SIBC
Authors: Hollaus Karl , Bíró Oszkár , Matzenauer Gernot , Stockreiter Christian , Weiß Bernhard , Caldera Peter , Paoli Gerhard 
Published: August 2009

PurposeThe purpose of this paper is to study the extraction of scattering parameters (SPs) from simple structures on a printed circuit board (PCB) by the finite difference time domain (FDTD) method with the aid of a surface impedance boundary condition (SIBC).Design/methodology/approachThe incorporation of SIBC into the FDTD method is described for the general case. The excitation of a field problem by a field pattern and the transition from the field solution to a circuit representation by SPs is discussed.FindingsSPs obtained by FDTD with SIBC are validated with semi‐analytic solutions and compared with results obtained by different numerical methods. Results of a microstrip with a discontinuity considering losses are presented demonstrating the capability of the present method.Originality/valueThe comparison of numerical results obtained by different methods demonstrates the capability of the present method to extract SPs from PCBs very efficiently.
Enhanced homogenization technique for magnetomechanical systems using the generalized finite element method
Authors: Hauck A. , Lahmer T. , Kaltenbacher M. 
Published: August 2009

PurposeThe purpose of this paper is to present a homogenization approach to model mechanical structures with multiple scales and periodicity, as they occur, e.g. in power transformer windings, subjected to magnetic forces.Design/methodology/approachThe idea is based on the framework of generalized finite element methods (GFEM), where the normal polynomial finite element basis functions are enriched by problem dependent basis functions, which are, in this case, the eigenmodes of a quasi‐periodic unit cell setup. These eigenmodes are used to enrich the standard polynomial basis functions of higher order on a coarse grid modeling the whole periodic structure.FindingsIt is shown that heterogeneous magnetomechanical structures can be homogenized with the developed method, as demonstrated by homogenization of a transformer coil setup.Originality/valueAn efficient homogenization procedure is proposed on the basis of the GFEM, which is extended using a special set of enrichment functions, i.e. the mechanic eigenmodes of a generalized eigenvalue problem.
Closing the gap between perceived and actual waiting times in a call center: results from a field study
Authors: Whiting Anita , Donthu Naveen 
Published: August 2009

PurposeThe purpose of this paper is to investigate what factors influence the gap between caller's perception of how long they think they waited and how long they actually waited on hold and to determine what call managers can do to reduce this gap called estimation error.Design/methodology/approachA field experiment was conducted with a corporation's call center.FindingsThe findings were: the higher the estimation error of callers, the less satisfied they are; music increases estimation error, unless callers can choose the music; waiting information reduces estimation error; callers with urgent issues have more estimation error and they overestimate more; and females have higher estimation error and they overestimate more than males.Research limitations/implicationsLimitations are one call center in one context. Implications are identification of antecedents of overestimation.Practical implicationsThe paper provides guidelines for call center managers for reducing estimation error and increasing caller satisfaction. It discusses the need for understanding callers and measuring items that are important to them.Originality/valueThe study investigates an under researched variable called estimation error. Study also provides information about some of the causes for why consumers overestimate or underestimate their waiting time. Study provides guidelines from an actual call center and discusses variables that managers can easily use to decrease estimation error and overestimation.
Exploring customer reactions to offshore call centers: toward a comprehensive conceptual framework
Authors: Sharma Piyush , Mathur Rajiv , Dhawan Abhinav 
Published: August 2009

PurposeThe purpose of this paper is to explore the moderating influence of attitude toward offshore call centers (OCCs) and brand image of the service provider firm on the relationships among perceived service quality (SQ), customer satisfaction (CS), complaint (CI) and repeat purchase (RP) intentions.Design/methodology/approachA total of 285 adult shoppers with prior experience with OCCs were recruited using mall‐intercept approach in a large mid‐Western city in the USA. A structured questionnaire was used to record their perceptions about their service provider using OCCs. Structural equation modeling was used to test the measurement and basic structural model, along with multi‐group analysis to test the moderating effects. Multiple moderated regression analysis was also used to verify the moderating effects.FindingsAs expected, SQ was found positively associated with CS, and CS was negatively associated with CI but positively with RP. Moreover, attitude toward OCC positively moderated the link between SQ and CS; brand image negatively moderated the link between CS and CI and positively moderated the link between CS and RP. All the hypotheses were supported.Research limitations/implicationsIt was found that negative attitudes towards OCC result in feelings of dissatisfaction, increase in complaints and decrease in repeat purchases. However, customers are likely to complain less and continue to patronize for a more reputed service firm compared to a less reputed firm. This finding contradicts recent market reports, hence future research should investigate actual customer complaints and repeat purchases to confirm the moderating role of brand image.Practical implicationsServices firms using OCC should be aware that their customers have varying attitudes toward OCC. They should track these attitudes and their impact on customer complaint and repeat purchase behavior. They should also track and benchmark the service levels of their OCC with their own local call centers and those of the competitors. They could improve customer attitudes toward OCC by customer relationship management and improve the service standards through more training and empowerment of their OCC representatives.Originality/valueThis study is one of the first few empirical investigations of customer reactions to OCCs exploring the moderating influence of “Attitude toward OCC” and “Brand image” on the relationships among perceived service quality, customer satisfaction, complaint and repeat purchases. The findings provide useful insights to managers and researchers alike.
Call center employee personality factors and service performance
Authors: Sawyerr Olukemi O. , Srinivas Shanthi , Wang Sijun 
Published: August 2009

PurposeThe challenge of attracting and retaining high performing call center employees is significant. Research in general has shown a link between personality factors and job performance. This study aims to focus on examining the relationship between personality factors and performance using service performance indicators and further, to study the role of emotional exhaustion in this relationship in the context of call centers.Design/methodology/approachUsing a structured questionnaire 194 call center employees and their supervisors were surveyed in eight call centers in five companies in the insurance and telecommunications industries.FindingsResults using structural equation modeling showed that, with the exception of extraversion/introversion, all of the personality dimensions of the five factor model: conscientiousness, agreeableness, openness to new experience and emotional stability as well as locus of control were significantly related to one or more of the performance measures. Emotional exhaustion mediated the relationship between emotional stability and locus of control and intent to turnover.Research limitations/implicationsThe study examined the mediating role of emotional exhaustion in the relationship between personality and performance; the impact of stressors needs further study.Practical implicationsInsights gained from this study could be used to develop selection strategies, work redesign programs and training that would benefit the organization by reducing employee costs and enhancing employee wellbeing.Originality/valueThis study uses service performance assessment data obtained from supervisors to establish the link between personality, emotional exhaustion and service performance among call center employees.
The use of strategic deception in relationships
Authors: Patwardhan Abhijit , Noble Stephanie M. , Nishihara Ceri M. 
Published: August 2009

PurposeThe primary purpose of this research is to explore the use of strategic deception as adopted by call centers endeavoring to establish relationships with consumers.Design/methodology/approachQualitative interviews, over the telephone and in person, were conducted with call center employees located in India.FindingsThe findings reveal various types of strategic deception occurring in call centers. Discoveries imply that companies are training their employees to deceive consumers in order to win their trust and cooperation.Research limitations/implicationsTo improve generalization of the findings, future research should include call centers located in other parts of the world and determine if other types of companies use deception in any way to build trust and perceived similarity with their customers. The paper offers an overarching typology to guide future research in this area.Practical implicationsIn this research a framework is provided by which practitioners might judge the desirability of using strategic deception in light of length of relationship and reason for the consumer interaction. Future research would more fully explicate the feasibility of such deceptive approaches at various levels/depths of interaction.Originality/valueThis study adds to extant relationship marketing literature by introducing the concept of strategic deception that is counterintuitive in terms of building relationships given the theoretical importance of self‐disclosure, trust, and honesty with consumers. It also describes specific instances of strategic deception employed in foreign call centers.
Frontline employees' views on organizational factors that affect the delivery of service quality in call centers
Authors: Dean Alison M. , Rainnie Al 
Published: August 2009

PurposeThis paper aims to report on a study that investigated employees' views on the organizational factors that affect their ability to deliver service quality to customers. The study is important because call centers represent unique work environments and they have not been used in the development of service quality theory.Design/methodology/approachTen focus groups of frontline employees who work in a telecommunications call center in Australia were conducted. Data were subjected to content analysis.FindingsNine major themes were identified. Some of these themes are evident in theory arising from service quality gaps, service climate, and service profit chain studies. Other themes include whether managers emphasize sales or efficiency, rather than service quality; approaches to performance monitoring and feedback, role and productivity demands, quality assurance regimes, and employees' experiences of service encounter stress.Research limitations/implicationsThe findings suggest that various factors from prior work need to be integrated and extended to enhance service quality in call centers. However, data were collected from only one call center.Practical implicationsThe present study suggests that to deliver high levels of service quality, call center managers need to rethink their approaches to productivity and performance management, and hiring and supporting the “right” service staff.Originality/valueThis paper re‐examines service quality in the specific context of call centers. It provides an organizational focus and complements recent work that has tested the role of employee attitudes in service quality studies. The paper concludes with a model for testing.
Job resourcefulness, symptoms of burnout and service recovery performance: an examination of call centre frontline employees
Authors: Ashill Nicholas J. , Rod Michel , Thirkell Peter , Carruthers Janet 
Published: August 2009

PurposeThis study aims to extend previous research on the relationship between role stressors and symptoms of burnout by examining the influence of job resourcefulness as a situational personality trait in the burnout process, and its impact on service recovery performance. Using data from call centre frontline employees (FLEs) in New Zealand, it seeks to investigate the moderating influence of job resourcefulness on the relationships between role stressors, burnout symptoms and FLE service recovery performance.Design/methodology/approachIn this study, call centre FLEs completed a self‐administered online survey questionnaire on role stressors, emotional exhaustion, depersonalisation, job resourcefulness and service recovery performance. Data were analyzed using structural equations modelling (SEM) by means of LISREL 8.53.FindingsThe results show that job resourcefulness buffers both the dysfunctional effects of role stressors on symptoms of burnout and the effects of role stressors on FLE service recovery performance.Research limitations/implicationsLimitations of the study include the generalisability of the findings within one organisational context. Suggestions for future research include an examination of other personality traits specific to FLE jobs such as customer orientation.Practical implicationsThe research advances understanding of the relationships between role stressors, emotional exhaustion, depersonalisation, job resourcefulness as a situational personality trait and FLE service recovery performance in a call centre environment. The findings highlight the value of job resourceful FLEs, and suggest a number of practical implications for the identification, recruitment and retention of call centre FLEs.Originality/valueNo attention has been given to examining the role of situational personality traits and their effect on the burnout process. By extending previous research on the relationship between role stressors and burnout symptoms, this study investigates the impact of job resourcefulness in the burnout process and in influencing the service recovery performance efforts of call centre FLEs directly.
Insights into the Indian call centre industry: can internal marketing help tackle high employee turnover?
Authors: Budhwar Pawan S. , Varma Arup , Malhotra Neeru , Mukherjee Avinandan 
Published: August 2009

PurposeIncreasing turnover of frontline staff in call centres is detrimental to the delivery of quality service to customers. This paper aims to present the context for the rapid growth of the business process outsourcing (BPO) sector in India, and to address a critical issue faced by call centre organisations in this sector – the high employee turnover.Design/methodology/approachFollowing a triangulation approach, two separate empirical investigations are conducted to examine various aspects of high labour turnover rates in the call centre sector in India. Study one examines the research issue via 51 in‐depth interviews in as many units. Study two reports results from a questionnaire survey with 204 frontline agents across 11 call centres regarding employee turnover.FindingsThis research reveals a range of reasons – from monotonous work, stressful work environment, adverse working conditions, lack of career development opportunities; to better job opportunities elsewhere, which emerge as the key causes of increasing attrition rates in the Indian call centre industry.Research limitations/implicationsThe research suggests that there are several issues that need to be handled carefully by management of call centres in India to overcome the problem of increasing employee turnover, and that this also demands support from the Indian government.Originality/valueThe contributions of this study untangle the issues underlying a key problem in the call centre industry, i.e. employee turnover in the Indian call centre industry context. Adopting an internal marketing approach, it provides useful information for both academics and practitioners and suggests internal marketing interventions, and avenues for future research to combat the problem of employee turnover.