title: Retaining the authentic self in the workplace: Authenticity and work engagement in the mass-service industries

authors: Sharp, Lisa

subjects: Authenticity

abstract: Striving to uphold consistency in service, an authentic approach to customers is usually considered detrimental. Focussing on customer-service workers within the mass-service industry, such as fast-food and supermarket workers, this research explores the relationship between employee authenticity and work engagement. One hundred and forty employees from a range of customer service roles were surveyed regarding their sense of authenticity at work, surface and deep acting, self-efficacy, personal accomplishment, and experience of work engagement. Overall results suggest that authenticity and personal accomplishment are independently and positively related to work engagement, and recommend that workers strive to maintain a sense of authenticity with customers, and be encouraged to feel a sense of accomplishment in their work. Further recommendations, for training and job design to promote authenticity and build a sense of accomplishment in customer service workers are discussed, as is the potential, protective application of surface acting.

text: Retaining the authentic self in the workplace: Authenticity and work engagement in the mass-service industries Striving to uphold consistency in service, an authentic approach to customers is usually considered detrimental. Focussing on customer-service workers within the mass-service industry, such as fast-food and supermarket workers, this research explores the relationship between employee authenticity and work engagement. One hundred and forty employees from a range of customer service roles were surveyed regarding their sense of authenticity at work, surface and deep acting, self-efficacy, personal accomplishment, and experience of work engagement. Overall results suggest that authenticity and personal accomplishment are independently and positively related to work engagement, and recommend that workers strive to maintain a sense of authenticity with customers, and be encouraged to feel a sense of accomplishment in their work. Further recommendations, for training and job design to promote authenticity and build a sense of accomplishment in customer service workers are discussed, as is the potential, protective application of surface acting.

year: 2015

title: High precision timing in passive measurements of data networks

authors: Donnelly, Stephen F.

abstract: Understanding, predicting, and improving network behaviour under a wide range of conditions requires accurate models of protocols, network devices, and link properties. Accurate models of the component parts comprising complex networks allows the plausible simulation of networks in other configurations, or under different loads. These models must be constructed on a solid foundation of reliable and accurate data taken from measurements of relevant facets of actual network behaviour.
As network link speeds increase, it is argued that traditional network measurement techniques based primarily on software time-stamping and capture of packets will not scale to the required performance levels. Problems examined include the difficulty of gaining access to high speed network media to perform measurements, the insufficient resolution of time-stamping clocks for capturing fine detail in packet arrival times, the lack of synchronisation of clocks to global standards, the high and variable latency between packet arrival and time-stamping, and the occurrence of packet loss within the measurement system. A set of design requirements are developed to address these issues, especially in high-speed network measurement systems.
A group at the University of Waikato including myself has developed a series of hardware based passive network measurement systems called ‘Dags’. Dags use re-programmable hardware and embedded processors to provide globally synchronised, low latency, reliable time-stamping of all packet arrivals on high-speed network links with sub-hundred nanosecond resolution. Packet loss within the measurement system is minimised by providing sufficient bandwidth throughout for worst case loads and buffering to allow for contention over shared resources. Any occurrence of packet loss despite these measures is reported, allowing the invalidation of portions of the dataset if necessary. I was responsible for writing both the interactive monitor and network measurement code executed by the Dag’s embedded processor, developing a Linux device driver including the software part of the ‘DUCK’ clock synchronisation system, and other ancillary software.
It is shown that the accuracy and reliability of the Dag measurement system allows confidence that rare, unusual or unexpected features found in its measurements are genuine and do not simply reflect artifacts of the measurement equipment. With the use of a global clock reference such as the Global Positioning System, synchronised multi-point passive measurements can be made over large geographical distances. Both of these features are exploited to perform calibration measurements of RIPE NCC’s Test Traffic Measurement System for One-way-Delay over the Internet between New Zealand and the Netherlands. Accurate single point passive measurement is used to determine error distributions in Round Trip Times as measured by NLANR’s AMP project.
The high resolution afforded by the Dag measurement system also allows the examination of the forwarding behaviour of individual network devices such as routers and firewalls at fine time-scales. The effects of load, queueing parameters, and pauses in packet forwarding can be measured, along with the impact on the network traffic itself. This facility is demonstrated by instrumenting routing equipment and a firewall which provide Internet connectivity to the University of Auckland, providing passive measurements of forwarding delay through the equipment.both the interactive monitor and network measurement code executed by the Dag’s embedded processor, developing a Linux device driver including the software part of the ‘DUCK’ clock synchronisation system, and other ancillary software. It is shown that the accuracy and reliability of the Dag measurement system allows confidence that rare, unusual or unexpected features found in its measurements are genuine and do not simply reflect artifacts of the measurement equipment. With the use of a global clock reference such as the Global Positioning System, synchronised multi-point passive measurements can be made over large geographical distances. Both of these features are exploited to perform calibration measurements of RIPE NCC’s Test Traffic Measurement System for One-way-Delay over the Internet between New Zealand and the Netherlands. Accurate single point passive measurement is used to determine error distributions in Round Trip Times as measured by NLANR’s AMP project.
The high resolution afforded by the Dag measurement system also allows the examination of the forwarding behaviour of individual network devices such as routers and firewalls at fine time-scales. The effects of load, queueing parameters, and pauses in packet forwarding can be measured, along with the impact on the network traffic itself. This facility is demonstrated by instrumenting routing equipment and a firewall which provide Internet connectivity to the University of Auckland, providing passive measurements of forwarding delay through the equipment.

text: High precision timing in passive measurements of data networks Understanding, predicting, and improving network behaviour under a wide range of conditions requires accurate models of protocols, network devices, and link properties. Accurate models of the component parts comprising complex networks allows the plausible simulation of networks in other configurations, or under different loads. These models must be constructed on a solid foundation of reliable and accurate data taken from measurements of relevant facets of actual network behaviour.
As network link speeds increase, it is argued that traditional network measurement techniques based primarily on software time-stamping and capture of packets will not scale to the required performance levels. Problems examined include the difficulty of gaining access to high speed network media to perform measurements, the insufficient resolution of time-stamping clocks for capturing fine detail in packet arrival times, the lack of synchronisation of clocks to global standards, the high and variable latency between packet arrival and time-stamping, and the occurrence of packet loss within the measurement system. A set of design requirements are developed to address these issues, especially in high-speed network measurement systems.
A group at the University of Waikato including myself has developed a series of hardware based passive network measurement systems called ‘Dags’. Dags use re-programmable hardware and embedded processors to provide globally synchronised, low latency, reliable time-stamping of all packet arrivals on high-speed network links with sub-hundred nanosecond resolution. Packet loss within the measurement system is minimised by providing sufficient bandwidth throughout for worst case loads and buffering to allow for contention over shared resources. Any occurrence of packet loss despite these measures is reported, allowing the invalidation of portions of the dataset if necessary. I was responsible for writing both the interactive monitor and network measurement code executed by the Dag’s embedded processor, developing a Linux device driver including the software part of the ‘DUCK’ clock synchronisation system, and other ancillary software.
It is shown that the accuracy and reliability of the Dag measurement system allows confidence that rare, unusual or unexpected features found in its measurements are genuine and do not simply reflect artifacts of the measurement equipment. With the use of a global clock reference such as the Global Positioning System, synchronised multi-point passive measurements can be made over large geographical distances. Both of these features are exploited to perform calibration measurements of RIPE NCC’s Test Traffic Measurement System for One-way-Delay over the Internet between New Zealand and the Netherlands. Accurate single point passive measurement is used to determine error distributions in Round Trip Times as measured by NLANR’s AMP project.
The high resolution afforded by the Dag measurement system also allows the examination of the forwarding behaviour of individual network devices such as routers and firewalls at fine time-scales. The effects of load, queueing parameters, and pauses in packet forwarding can be measured, along with the impact on the network traffic itself. This facility is demonstrated by instrumenting routing equipment and a firewall which provide Internet connectivity to the University of Auckland, providing passive measurements of forwarding delay through the equipment.both the interactive monitor and network measurement code executed by the Dag’s embedded processor, developing a Linux device driver including the software part of the ‘DUCK’ clock synchronisation system, and other ancillary software. It is shown that the accuracy and reliability of the Dag measurement system allows confidence that rare, unusual or unexpected features found in its measurements are genuine and do not simply reflect artifacts of the measurement equipment. With the use of a global clock reference such as the Global Positioning System, synchronised multi-point passive measurements can be made over large geographical distances. Both of these features are exploited to perform calibration measurements of RIPE NCC’s Test Traffic Measurement System for One-way-Delay over the Internet between New Zealand and the Netherlands. Accurate single point passive measurement is used to determine error distributions in Round Trip Times as measured by NLANR’s AMP project.
The high resolution afforded by the Dag measurement system also allows the examination of the forwarding behaviour of individual network devices such as routers and firewalls at fine time-scales. The effects of load, queueing parameters, and pauses in packet forwarding can be measured, along with the impact on the network traffic itself. This facility is demonstrated by instrumenting routing equipment and a firewall which provide Internet connectivity to the University of Auckland, providing passive measurements of forwarding delay through the equipment.

year: 2002

title: Ko wai tēnei e tū ake nei? Activating collectivity and accountability through grounded positioning

authors: Rata, Arama

abstract: Building on conference conversations about positionality—about who we are and how our identities shape our views of the world, about the connections and disconnections experienced between us, and about our proximities to place, power, and privilege—this piece brings together four conference participants to continue to reflect on what positionality means, on why it is important, and on how to practice it in non-performative, well-developed, and mutually nourishing ways. Their dialogue reflects active and critical positioning in process and practice, creating opportunities for acknowledging our relationships and activating both collectivity and accountability in the various spaces where we live, work, create, and hope.

text: Ko wai tēnei e tū ake nei? Activating collectivity and accountability through grounded positioning Building on conference conversations about positionality—about who we are and how our identities shape our views of the world, about the connections and disconnections experienced between us, and about our proximities to place, power, and privilege—this piece brings together four conference participants to continue to reflect on what positionality means, on why it is important, and on how to practice it in non-performative, well-developed, and mutually nourishing ways. Their dialogue reflects active and critical positioning in process and practice, creating opportunities for acknowledging our relationships and activating both collectivity and accountability in the various spaces where we live, work, create, and hope.

year: 2021-12