Quantifying and optimising user experience: Adapting AI methodologies for Customer Experience Management.

Size: px
Start display at page:

Download "Quantifying and optimising user experience: Adapting AI methodologies for Customer Experience Management."

Transcription

1 Quantifying and optimising user experience: Adapting AI methodologies for Customer Experience Management. Jan Kaczmarek MOST Foundation program.org Dominik Ryżko Warsaw University of Technology ABSTRACT: Over the recent decade CRM systems have made a considerable breakthrough in the IT landscape of major companies in many sectors like telecommunication, financial services, etc. Despite this success, these systems have failed on delivering many of the promises to concentrate on the components of customer experience as too much effort was directed to the highly quantitative, technical aspects instead. CEM systems bring the hope of coming back to the original ideas, while at the same time pose formidable challenges of modelling these high level ideas in computer systems. This paper analyses the meaning behind customer experience and discusses possibilities of using AI methodologies to model concepts such as brand, environment and the experience itself. INTRODUCTION The paper has been structured around 7 sections. Firstly we provide a glance on the history of Customer Experience Management with purpose to set a right context, then we link CEM with the concept of massive personalisation of services, thirdly we take a closer look on the term experience, its different meanings in psychology, cognitive sciences, management and every day speech, then on the psychocognitive aspects of experience with particular focus on the role of emotions in experience gaining, fifthly we try to point on the relationship of CEM with qualia, then we map opportunities in application of AI technologies in CEM, and finally make an attempt of formal definition of experience in the pursuit of an ambitious goal to come up with a conceptual framework allowing for measuring, quantification, modelling and optimization of customer experience. 19

2 CEM Informational Approach to Driving User Centricity CRM vs. CEM BACK TO THE ROOTS Customer Relationship Management systems promoted what we refer to as structural homogeneity between business processes across organisations and sectors with regard to customer management policies. CRMs being complex computer systems, albeit composed of standardised components, has revolutionised customer management largely through technology push. Operational alignment advocated by CRM technology has gradually dominated innovative strategic marketing thinking. CRM systems have represented a benchmark for the adequate customer base management policy for many years. Consequently, as following best practices does not advance the state of the art, there has been significant deficit of innovative customer oriented strategies leading to a gap that welcomed the emergence of Customer Experience Management concept. CEM comes back to the initial ideas that once provided ground for CRM and takes these to an extreme. CEM approach in its puritanical form is radical about customer centricity and thus individual treatment of a customer. CEM AND MASS CUSTOMISATION Evidently, CEM calls for mass customisation. Mass customisation a concept coined by Davis [4] involves individual treatment of the customers like in the pre industrial era still upholding operating processes apt for mass market economy. In more practical terms mass customisation is a system or strategy that makes use of information technology, agility and flexibility of business processes to deliver tailored made products and services adapted to individual needs of each customer without compromising on the economies of scale achieved by mass production [12]. The underpinning thought behind mass customisation is that there does not have to necessarily be a trade off between personalisation and productivity. Mass customisation can take different forms and reach different degrees which could be marked on a continuous line between pure personalisation and pure standardisation as too opposite extremes [16]. Management science literature is reach in diverse proposals of mass customisation typologies [27] none of which prevails. Nonetheless it is evident that if mass customisation is to be applied in CEM, in a way that it is fully in line with CEM vision, it should be taken it its most pure form that implies focus on 20

3 Quantifying and optimising user experience: Adapting AI methodologies for the needs of each end every customer. But are the customer needs really the right focus? Is it not the narrow understanding of top experience as needs satisfaction, the very reason why CRM has failed? This discussion will be continued in the following section, but before we move on to it let us first formulate an important claim. Evidently, focus on the individual characteristics, whether needs or experience, of customers is not a new idea. Customer Experience Management however verbalises perfectly what it is all about: influencing the experience of a customer, the very foundations of his cognition, so that it was optimal for him and compliant with the objectives of the service provider. We propose an approach to CEM that is strongly focused on transactions, and to be more precise: focus on each and every transaction with a given, unique customer. Under this set up we perceive service delivery as a discrete process composed of transactions of smallest granularity possible each of which produces some output of experience quanta. Three major challenges that emerge from this set up are: (i) how to quantify and measure experience, (ii) how to conduct transaction to optimise experience outputs and (iii) how to do it in a mass personalised way. UNDERSTANDING AND QUANTIFYING EXPERIENCE Experience is a term and concept that is widely used across many disciplines of science: philosophy, psychology, theology, management and also in everyday language. Interestingly, a query experience in Encyclopaedia Britannica Online [7] results in 5,936 hits but there is no entry devoted entirely to the term, similarly in the MIT encyclopaedia of cognitive sciences (1999) the term is used excessively still it is not indexed. Historically experience was primarily dealt with in philosophy, epistemology in particular, and psychology. Currently the interdisciplinary cognitive sciences: cognitive psychology, philosophy of mind and neuroscience in particular delve into experience as a cognitive phenomena. One cannot talk about Customer Experience Management in scientific terms until experience is properly defined, so that the term carry a common meaning. This appears to be the major challenge, still some important endeavours have been made and will be hereby presented. In psychology, experience is understood closely to its everyday meaning as subjective (conscious) appreciation of stimulus event or the knowl- 21

4 CEM Informational Approach to Driving User Centricity edge resulting from this [8]. Though the above mentioned definition is variously rephrased, all of the definitions found in the literature point at the following particularities of the phenomena: Experience is subjective experience is born in the mind of an individual. We can talk about group experience [19] but these are derivatives of individual experience; Experience emerges as a result of changes in the environment experience is triggered by events involving the subject as an observer or active participant. Experience is a result of complex cognitive process experience is primarily shaped by perceptions, but also emotions, previous experiences, and interpretation assigned to it by the human mind [14]. Experience is memorized experience is registered in memory [25] and as such it is translated into new knowledge, thus it plays a key role in learning [23] Consequently experience is accumulated and constantly transformed by human mind in a very dynamic process influenced by memory volatility. Experience shapes human behaviour human activity is driven by goals set internally in response to the given state of reality [22], conscious experience builds an internal replica of the external world allowing the subject to orient oneself and adapt its behaviour to the given reality [18] in the pursuit of one s goals. Nagel [24] in the essay What it is like to be a bat? noticed that conscious experience defines act of being, underlying thus the very subjective character of experience. Mind is that which thinks and experiences, thus thinking and experiencing defines a minded creature, including a human being [11]. As experience is a product of activity of human mind it depends on both conscious and unconscious mind processes. Karl Lashley provocatively states that no activity of the mind is ever conscious, as all that is conscious in human mind is build on the inaccessible unconscious information processing in the brain. It is important to distinguish three meanings of the word experience used in different contexts. Firstly experience can be associated with procedural knowledge or skills (know how), secondly experience can mean the body of knowledge about the environment that is gained by participat- 22

5 Quantifying and optimising user experience: Adapting AI methodologies for ing or assisting different events over time, finally it can be understood, in line with the definition by Eysenck, as appreciation of stimulus event or the knowledge resulting from this. In this paper we are considering experience in the second and third meaning, as appreciations of stimulus events accumulated (remembered) over time that build knowledge. EXPERIENCE AND EMOTIONS Modern psychology defines emotion as negative or positive reaction to a perceived or recalled object, event or circumstance accompanied by a subjective feeling [5]. The evolution of emotion theories from classical Cannon Bard theory [2], Lazarus [18] cognitive approach, to recent theory of LeDoux (2000), which says that emotions are result of both physiological reaction of brain and body, and/or mental interpretations related to a given situation claiming that there are different brain sub systems for different types of emotions, clearly shows that emotions should be seen holistically as neurocongnitive phenomena. Given the above, as well as the fact that both emotions and experiences are subjective and are characterised by valence allows us to risk to state that there is no good reason for our considerations to distinguish between emotions and experiences. Emotions could be simply seen as experiences of particular type or integral component of experiences that determine their valence (positive neutral negative) and intensity (high low). In this perspective, the problem of sequentiality of emotion and cognition, in other words what comes first the emotion or cognition and how these two interact, looses importance as these two become irrelevant concepts that are embraced by a more universal concept of experience, and experiences that are remembered states of mind. As stated earlier current experience depends on previous experiences. Furthermore own experience provides the basic material for the imagination, whose range is therefore limited. It can be claimed then that quality of subjective experience depends on the quality of previous experiences. This is important observation in view of customer experience management as customers may have different requirements depending on past service, not necessarily form the same provider. 23

6 CEM Informational Approach to Driving User Centricity To sum up, accumulating experience is a complex psychocognitive process of particularities that make experience difficult to measure, quantify, model and optimise. Experience which is critical for human behaviour is: (i) complex, (ii) subjective, (iii) dependant on the unconscious, (iv) dynamic, (v) intangible. From the management point of view this makes experience management, strictly speaking its optimisation, an ill defined problem. It is evident however that experiences can be assessed in a qualitative way. Experience can be positive result in feeling of pleasure, or negative result in lack of pleasure or pain. Furthermore experiences could be ordered according individual preference: one can say that experience x is better, worse or equals to another experience y. Naturally, as experience itself is intangible this will be ascribed to a given stimulative event (whereas physical, sensual, emotional or mental) causing experience x and y. Evidently, as experience is subjective the same stimulative event can result in experiences of different quality depending on the subject, or circumstances (varying in time and space). This makes experience assessment and comparisons extremely difficult and complex, though psychological literature provides some examples of both theoretical and empirical scientific endeavours challenging this problem. Maslow [20] developed a notion of peak experience, which he defined as the moment of highest happiness and related it to self actualisation. Similarly, the optimal experience was described by a Hungarian psychologist Csikszentmihalyi, who introduced a concept of flow [3], the moment of top experience when one is confronted with a demanding challenge, still attainable with one s own capacities, and deeply enjoys the moment of stretching intellectual capabilities, and thus learning and increasing self esteem. We can therefore talk about maximisation of subjective experience. Schmitt, considering experience in the Customer Experience Management context [26] proposes that customer experience comprises: (i) customer satisfaction, linked to functional aspects of product or services, (ii) customer emotions, linked to psychological comfort or pleasure, and (iii) social comfort achieved by social fulfilment. This however seems too a simplistic approach implying, unnecessarily, dichotomy between the components of experience. This is also not clear why one type of emotions: social comfort is treated separately form others. 24

7 Quantifying and optimising user experience: Adapting AI methodologies for Instead we suggest to look at experience as sequence of remembered states of mind shaped by cognitive process (process of information processing influenced by internal and external stimuli) the purpose of which is to allow the subject to pursue one s goals. CEM AND QUALIA Having looked on experience in this perspective and bearing in mind the necessity to measure experience it is inevitable to reflect on what we may call experience quantum. If experiences are states of mind could these be somehow quantified? In this context and interesting concept of quale (plural: qualia) comes up. Qualia are defined as experimental properties of sensations, feelings, perceptions, thoughts, desires, etc., in other words qualia include what is like to have experiential mental states. Though the existence of qualia raises controversies [6] it seems to be a highly relevant concept from the point of view of experience measurement. However, being a relatively new so far insufficiently explored concept its practical application in CEM seems still distant. ARTIFICIAL INTELLIGENCE (AI) AT THE SERVICE OF CEM In order to understand customer actions and extract usable patterns of behaviour data mining, machine learning and other AI inspired techniques have been extensively used to support customer centric systems like CRM. At the beginning clients were regarded as a mass, not as individuals. The goal was to model how an average customer behaves. Deducing rules, decision trees etc. provided general ways of dealing with the client population and creating general policies. This allowed to reduce the probability of offering wrong products to a customer, however the possibilities for improvement as the new data arrived were very limited. To overcome these limitations clients were divided into segment using clustering techniques and the process of finding patters was repeated in each of the segments. This resulted in the more accurate fit of profiles to the customers. It was then crucial to classify each new customer into the right segment so that his behaviour could be predicted more accurately. It is possible to go down even further with decreasing this granularity, but this makes sense only to a certain extent. By creating too fine grained segments we risk that the concepts learned by the system suffer from over fitting to the training 25

8 CEM Informational Approach to Driving User Centricity examples. Therefore the proper balance should be found to acknowledge differences yet to take advantage of similarities. Also other more advanced techniques need to be adopted in order to fulfil the promises of CEM and allow for mass customization of products and services. By adopting mass customization approach we give the customers possibility to influence the way products are designed and allow the voice of customers to be translated into product specifications. To facilitate this machine learning can be applied in order to model the relation between customer needs and product specifications. Yu [30] shows how a system can translate user needs into a set of useful rules which become guidelines for product engineers while designing new products. One of the most promising ways to approach the problems of mass customization is the use of Multi Agent Systems (MAS). MAS propose not only a new architecture for building information systems but a set of paradigms in which a central concept is an intelligent, autonomous and proactive agent. These features seem to be fitting perfectly into the needs of mass customization. Distributed computation and autonomy allows each of the agents (or a group of agents) to adapt to the required task, without involving the whole system to do so. Also the proactiveness of the agents will be an advantage. As long as an agent has a clear set of goals, it will pursue it by initiating suitable actions. In most models of MAS agents can interact and exchange information, which allows them to share solutions and reuse valuable knowledge. Smirnof [28] shows how the concepts of agents together with mass customization can be utilized in a corporate knowledge management system. Agents have also been used as facilitators in the data acquisition process for collecting information on customer choices [27]. The idea of MAS is also in line with the paradigm of ubiquitous computing. With more and more products performing computations on its own and interacting with each other, delivering the right customer experience becomes a difficult task. MAS gives the promise to model such distributed, knowledge intensive environments and to cope with this challenge. For this purpose a new term MMAS (Massively Multi Agent Systems) has been proposed [13]. Yet another powerful tool to support mass customization are ontologies. Even with highly efficient knowledge reuse it is never certain whether two customers request the same product or service unless the true mean- 26

9 Quantifying and optimising user experience: Adapting AI methodologies for ing of the concepts they use is established. Ontologies give tools to perform semantic analysis of meaning and relation of different entities. Building system domain ontology allows analysis of large amounts of information often described in different terms [28]. One of the most important aspects of building customer experience is understanding how single actions and events together lead to the formation of a certain experience by the customer. Or how experience of several customers leads to the perception of a company by a group or the entire society. These are examples of emergent phenomena. The study of emergence has been long present in the work of AI researchers. Our understanding of these processes is still limited, however it is worth looking at them carefully. Research on emergence and self organization in the context of economy has already been conducted [29]. Some more AI inspired methodologies will be described in the next chapter related to the concept of experience. MEASURING EXPERIENCE In the previous section we have been talking about machine learning as an important tool to understand customer behaviour. Now lets look at the process of customer company interaction from a different angle. We can observe that it is the customer, who performs learning. Through various events like buying products, viewing advertisements etc., which can be regarded as training examples, his perception of the company is shaped. If we were dealing with a machine we could teach it all the desired concepts. So this striking perspective seems to be quite attractive. But of course we are dealing with a human and the learning process we try to handle is a complex one. We are not able to control the algorithm which processes the training examples. Even worse, we will never fully understand how this algorithm works. Transactions will be appearing irregularly, some of them planned, other unplanned or even undesired. Information related to the company, product or brand will be received by the customer through several channels, by interaction with other users, media, competition etc. Despite these obstacles, viewing client experience as a learning process gives us several advantages. Firstly, we can treat in a homogeneous way all the events related to client and the company. So even actions of the competi- 27

10 CEM Informational Approach to Driving User Centricity tion can be taken into account and by the nature of the process we will be able to embrace them, possibly neutralize or even utilize to reach our own goals. Secondly such approach is suitable to model differences between customers. Each and every one of them is modelled explicitly as a separate entity, which performs its own learning process. Nevertheless, we can utilize the patters of transactions (training examples) which are successful among several customers and conduct them coherently reducing our costs in the spirit of mass customization. Yet another advantage is that machine learning theory gives us powerful tools to measure the progress of the learning process. Computational learning theory gives several interesting results, which can help us to understand how the customer perceives the company/brand etc. For example Bayesian Inference take into account believes prior to the evidence collected during the learning process [9]. Machine learning theory brings also results of learning multiple concepts, which can be very useful when we deal with several brands, products and values simultaneously. Yet another models allow us to treat undesired transitions as misclassified examples and bring tools for dealing with them. Finally, the perspective we have taken allows us to formulate the following definition of experience shaped thorough a learning process, which is at least to some extent measurable. Definition: The experience of a customer with regard to the company/ product/brand etc. at a certain point of time t is defined as a set of concepts about this company/product/brand believed to be true by the customer at t, which were learned through a series of previous discreet transactions representing training examples. For example during the course of interaction with company X a customer can believe at some point that {Company X is technologically innovative, Products of X are generally more expensive then those of competition, Brand X is trendy among middle aged part of population, Kids regard advertisements of X as funny}. Important aspect of experience defined as above is its time dimension. We have to assume, that as the time passes experience will change even without any new transactions. This is due to the fact that, as explained earlier, experience is memorised by human brain and therefore is being steadily forgotten. 28

11 Quantifying and optimising user experience: Adapting AI methodologies for So what is need in order to perform the task of teaching the customer the right concepts? As mentioned above we believe machine learning theory should be the base of this approach. Some of the results tested in other fields have already been pointed out. In order to predict the experience of customer population, simulation systems can be built. Once again Multi Agent Systems come to help here. Multi Agent Simulation is a well developed branch of AI with several applications in different areas [1]. Finally it is crucial to model at least to some extent the way a customer processes transactions into the perception of company or brand they are related to. Some answers to these needs are given by common sense reasoning [21] or BDI (Belief Desire Intention) model for MAS. However, it seems important results from Cognitive Sciences are required in order to perform this task. CONCLUSIONS Experience is discussed here as remembered states of mind resulting from appreciation of stimulus events that determine human behaviour. Gaining experience is a psychocognitive process that is complex, subjective, dependant on both the conscious and the unconscious, dynamic, and intangible. However, in business context customer experience could be defined as a set of concepts about a service provider internalised by a given customer. It has been proposed to look at experience gaining as a learning process, and treat transactions as training examples. Such approach allows not only to make experience measurable and quantifiable, but also opens doors to application of machine learning theory in Customer Experience Management. Under this set up CEM is about teaching the customers the right concepts. All in all, in order to reach the ambitious way described above a wide programme of interdisciplinary research is needed involving expertise from Information Technology, Economy as well as Cognitive Sciences. We believe such a joined effort should lead to achieving really important results in the area of CEM. REFERENCES [1] Blecic,(2007), An Agent Based Model for Supporting Tourism Policies. In Proc. 10th Intl. Conference on Computers in Urban Planning and Urban Management [2] Cannon, W.B (1927), The James Lange Theory of Emotions: A Critical Examination and an Alternative Theory, The American Journal of Psychology, Vol. 39, No. 1/4 (Dec. 1927), pp

12 CEM Informational Approach to Driving User Centricity [3] Csikszentmihalyi, M. (1975), Beyond boredom and anxiety, San Francisco, CA, Jossey Bass. [4] Davis, S., From future perfect: Mass customizing, Planning Review 17 (2) (1989), pp [5] Damasio, A.R. (1999), The Feeling of What Happens: Body and Emotion in the Making of Consciousness, Harcourt Brace & Company, New York. [6] Dennett, D. (1988), Quining qualia, [in] Marcel, A., Bisiach, E. [eds], Consciousness in Contemporary Society, Oxford University Press, New York. [7] Experience, (2009), In Encyclopadia Britannica, Query entered February 04, 2009, from Encyclopadia Britannica Online: [8] Eysenck H. J., Arnold, W., Meili, R., [eds.] (1972), Encyclopedia of Psychology, London: Search Press. [9] Gaudard, M. (2004), Convergence of posterior probabilities in the Bayesian inference strategy. In Foundations of Physics, Volume 15, Number 1, Springer Netherlands, January, 1985 [10] Gilmore, J. Pine, The four faces of mass customization, Harvard Business Review, 75 (1) (1997) pp [11] Graham, G., Philosophy of Mind: An Introduction, Blackwell Publishers, Oxford [12] Hart, C., Mass customization: Conceptual underpinnings, opportunities and limits, International Journal of Service Industry Management 6 (2) (1995), pp [13] Ishida, T, (2005), Massively multi agent systems I: first international workshop, MMAS 2004, Kyoto, Japan, December [14] Johnson, M.K., Verfaellie, M., Dunlosky, J., Introduction to the special section on integrative approaches to source memory. Journal Of Experimental Psychology: Learning, Memory, And Cognition, 2008 Jul, Vol. 34 (4), pp [15] Kotler, P., From mass marketing to mass customization, Planning Review 17 (5) (1989), pp [16] Lampel, J., Mintzberg, H., Customizing customization, Sloan Management Review 38 (1996), pp [17] Lazarus, R.S. (1991), Emotion and adaptation, Oxford University Press, New York. [18] Lehar, S., (2006), The Dimensions of Conscious Experience: A Quantitative Phenomenology, [in] Batthyany, A., Elitzur, A. [eds], Mind and Its Place in the World: Non reductionist Approaches to the Ontology of Consciousness, Ontos Verlag, Frankfurt. [19] Littlepage, G., Robison, W., Reddington, K., Effects of Task Experience and Group Experience on Group Performance, Member Ability, and Recognition of Expertise, Organizational Behavior and Human Decision Processes Volume: 69, Issue: 2, February, 1997, pp [20] Maslow, A.H. (1971), The Farther Reaches of Human Nature, Viking Press. [21] Minsky, M.(2006), The Emotion Machine: Commonsense Thinking, Artificial Intelligence, and the Future of the Human Mind. New York. [22] Mises, L. von, Human Action: A Treatise on Economics, Yale University Press, New Haven [23] Morgan, D.L., Essentials of Learning and Cognition, McGraw Hill

13 Quantifying and optimising user experience: Adapting AI methodologies for [24] Nagel, T. (1974), What is it like to be a bat?, Philosophical Review, October [25] Reyna, V.F., (1995), Interference Effects in Memory and Reasoning: A Fuzzy Trace Theory Analysis, [in] Dempster, F.N., Brainerd, C.J. [eds] Interference and Inhibition in Cognition, Academic Press Inc. [26] Schmitt, B.H. (2003), The Customer Experience Management: A Revolutionary Approach to Connecting with Your Customers, John Wiley and Sons. [27] Silveira Da, J., Borenstein,D., Fogliatto, F.S, Mass customization: Literature review and research direction, Internatinal Journal of Production Economics, 72 (2001), pp [28] Smirnov, A.V., Pashkin, M., Chilov, N., Levashova, T. (2003), Engineering Applications of Artificial Intelligence 16 (2003) , Elsevier. [29] Vincent M., Darley, Kauffman, S. (1997), Natural rationality, [in] Arthur, W.B, Lane, D, Durlauf, S.N. [eds] (1997), The Economy as an Evolving, Complex System II, Addison Wesley. [30] Yu, L., Wang, L., Yu, J. (2008), Identification of product definition patterns in mass customization using a learning based hybrid approach. In The International Journal of Advanced Manufacturing Technology, Volume 38, Numbers 11 12, Springer London, October,

Customer Experience Management architecture for enhancing corporate customer centric capabilities

Customer Experience Management architecture for enhancing corporate customer centric capabilities Customer Experience Management architecture for enhancing corporate customer centric capabilities Dominik Ryżko 1 and Jan Kaczmarek 1 Warsaw University of Technology, Intitute of Computer Science, Ul.

More information

Chapter 2 A Systems Approach to Leadership Overview

Chapter 2 A Systems Approach to Leadership Overview Chapter 2 A Systems Approach to Leadership Overview 2.1 Introduction Developing a high performance organisation is an appropriate and achievable goal in today s business environment. High performance organisations

More information

Characteristics of Computational Intelligence (Quantitative Approach)

Characteristics of Computational Intelligence (Quantitative Approach) Characteristics of Computational Intelligence (Quantitative Approach) Shiva Vafadar, Ahmad Abdollahzadeh Barfourosh Intelligent Systems Lab Computer Engineering and Information Faculty Amirkabir University

More information

Critical Inquiry in Educational Research and Professional Practice

Critical Inquiry in Educational Research and Professional Practice DOCTOR IN EDUCATION COURSE DESCRIPTIONS A. CORE COURSES NEDD 800 Professionalism, Ethics, and the Self This introductory core course will explore and interrogate ideas surrounding professionalism and professionalization.

More information

CSC384 Intro to Artificial Intelligence

CSC384 Intro to Artificial Intelligence CSC384 Intro to Artificial Intelligence What is Artificial Intelligence? What is Intelligence? Are these Intelligent? CSC384, University of Toronto 3 What is Intelligence? Webster says: The capacity to

More information

- Inside Team Denmark s Sports Psychology support

- Inside Team Denmark s Sports Psychology support The Sport Psychology Professional Model - Inside Team Denmark s Sports Psychology support The sports psychology profession in Denmark has been characterized by a diversity of approaches and has acted as

More information

Experiential Marketing: Analysis of Customer Attitude and Purchase Behaviour in Telecom Sector

Experiential Marketing: Analysis of Customer Attitude and Purchase Behaviour in Telecom Sector International Conference on Inter Disciplinary Research in Engineering and Technology [ICIDRET] 197 International Conference on Inter Disciplinary Research in Engineering and Technology [ICIDRET] ISBN

More information

THE UNIVERSITY OF EDINBURGH. PROGRAMME SPECIFICATION M.A. Honours in Psychology and Business Studies1

THE UNIVERSITY OF EDINBURGH. PROGRAMME SPECIFICATION M.A. Honours in Psychology and Business Studies1 THE UNIVERSITY OF EDINBURGH PROGRAMME SPECIFICATION M.A. Honours in Psychology and Business Studies1 1) Awarding Institution: University of Edinburgh 2) Teaching Institution: University of Edinburgh 3)

More information

Benefits Realization from IS & IT, and Change Management of roles and the working practices of individuals and teams.

Benefits Realization from IS & IT, and Change Management of roles and the working practices of individuals and teams. : Delivering Value from IS & IT Investments John Ward and Elizabeth Daniel John Wiley & Son Ltd ISBN: 9780470094631, 399 pages Theme of the Book This book explores a process and practical tools and frameworks

More information

BA Honours with a Major in Psychology

BA Honours with a Major in Psychology BA Honours with a Major in Psychology The BA Honours with a Major in Psychology is designed to provide a comprehensive overview of the discipline. The courses offered take students on a journey in which

More information

Psychology. Department Faculty Kevin Eames Michael Rulon Phillip Wright. Department Goals. For General Education. Requirements for Major in

Psychology. Department Faculty Kevin Eames Michael Rulon Phillip Wright. Department Goals. For General Education. Requirements for Major in Psychology Department Faculty Kevin Eames Michael Rulon Phillip Wright Department Goals The discipline of psychology is concerned with the examination of human behavior. For General Education The goals

More information

Guide to the Focus in Mind, Brain, Behavior For History and Science Concentrators Science and Society Track Honors Eligible 2015-2016

Guide to the Focus in Mind, Brain, Behavior For History and Science Concentrators Science and Society Track Honors Eligible 2015-2016 Guide to the Focus in Mind, Brain, Behavior For History and Science Concentrators Science and Society Track Honors Eligible 2015-2016 Department of the History of Science Science Center 371 The Focus in

More information

White Paper. Data Mining for Business

White Paper. Data Mining for Business White Paper Data Mining for Business January 2010 Contents 1. INTRODUCTION... 3 2. WHY IS DATA MINING IMPORTANT?... 3 FUNDAMENTALS... 3 Example 1...3 Example 2...3 3. OPERATIONAL CONSIDERATIONS... 4 ORGANISATIONAL

More information

Positive Psychology in Education: The joy of learning as a precondition for educational performance

Positive Psychology in Education: The joy of learning as a precondition for educational performance Positive Psychology in Education: The joy of learning as a precondition for educational performance Congrès Francophone De Psychologie Positive Metz 22 Novembre 2013 Hans Henrik Knoop Department of Education,

More information

Logical Evaluation of Consciousness: For Incorporating Consciousness into Machine Architecture

Logical Evaluation of Consciousness: For Incorporating Consciousness into Machine Architecture Logical Evaluation of Consciousness: For Incorporating Consciousness into Machine Architecture Mr C.N.Padhy, Ms. R.R.Panda Institute of Knowledge and Information Technology(IKIT) Abstract Machine Consciousness

More information

Creating Powerful Brands. Malcolm McDonald and Leslie de Chernatony. Theme of the Book

Creating Powerful Brands. Malcolm McDonald and Leslie de Chernatony. Theme of the Book Malcolm McDonald and Leslie de Chernatony Butterworth Heinemann, September 2003, 496 pages ISBN 0750659807 Theme of the Book A thorough and practical analysis of the essential elements of branding, giving

More information

APA National Standards for High School Psychology Curricula

APA National Standards for High School Psychology Curricula APA National Standards for High School Psychology Curricula http://www.apa.org/ed/natlstandards.html I. METHODS DOMAIN Standard Area IA: Introduction and Research Methods CONTENT STANDARD IA-1: Contemporary

More information

Influence Discovery in Semantic Networks: An Initial Approach

Influence Discovery in Semantic Networks: An Initial Approach 2014 UKSim-AMSS 16th International Conference on Computer Modelling and Simulation Influence Discovery in Semantic Networks: An Initial Approach Marcello Trovati and Ovidiu Bagdasar School of Computing

More information

Interview: Professor Adrian Payne. Handbook of CRM: Achieving Excellence in Customer Management.

Interview: Professor Adrian Payne. Handbook of CRM: Achieving Excellence in Customer Management. Interview: Handbook of CRM: Achieving Excellence in Customer Management. Hello, this is Steve Macaulay from Cranfield School of Management. I am here today to discuss with his book Handbook of CRM: Achieving

More information

This historical document is derived from a 1990 APA presidential task force (revised in 1997).

This historical document is derived from a 1990 APA presidential task force (revised in 1997). LEARNER-CENTERED PSYCHOLOGICAL PRINCIPLES: A Framework for School Reform & Redesign TABLE OF CONTENTS: Background Learner-Centered Principles Prepared by the Learner-Centered Principles Work Group of the

More information

Running Head: FORMULATION OF AN EDUCATIONAL PHILOSOPHY AND AN ORGANIZATIONAL FRAMEWORK. Lauren Jansen. Midwestern State University

Running Head: FORMULATION OF AN EDUCATIONAL PHILOSOPHY AND AN ORGANIZATIONAL FRAMEWORK. Lauren Jansen. Midwestern State University Educational Philosophy 1 Running Head: FORMULATION OF AN EDUCATIONAL PHILOSOPHY AND AN ORGANIZATIONAL FRAMEWORK Lauren Jansen Midwestern State University Educational Philosophy 2 Formulation Of An Educational

More information

STRATEGIC POSITIONING OF HR IN THE NEW WORLD OF WORK

STRATEGIC POSITIONING OF HR IN THE NEW WORLD OF WORK STRATEGIC POSITIONING OF HR IN THE NEW WORLD OF WORK Dr Rica Viljoen Presented by: Keshia Mohamed-Padayachee Mandala Consulting Mandala Consulting is a consulting firm providing organisational research,

More information

Introduction to 30th Anniversary Perspectives on Cognitive Science: Past, Present, and Future

Introduction to 30th Anniversary Perspectives on Cognitive Science: Past, Present, and Future Topics in Cognitive Science 2 (2010) 322 327 Copyright Ó 2010 Cognitive Science Society, Inc. All rights reserved. ISSN: 1756-8757 print / 1756-8765 online DOI: 10.1111/j.1756-8765.2010.01104.x Introduction

More information

Overcoming the false dichotomy of quantitative and qualitative research: The case of criminal psychology

Overcoming the false dichotomy of quantitative and qualitative research: The case of criminal psychology Overcomingthefalsedichotomyofquantitativeand qualitativeresearch:thecaseofcriminalpsychology Candidate:SamuelGunn Supervisor:ProfessorDavidD.Clarke Degree:BScPsychology WordCount:3864 1 Contents 1.Introduction

More information

What are Cognitive and/or Behavioural Psychotherapies?

What are Cognitive and/or Behavioural Psychotherapies? What are Cognitive and/or Behavioural Psychotherapies? Paper prepared for a UKCP/BACP mapping psychotherapy exercise Katy Grazebrook, Anne Garland and the Board of BABCP July 2005 Overview Cognitive and

More information

2 Computer Science and Information Systems Research Projects

2 Computer Science and Information Systems Research Projects 2 Computer Science and Information Systems Research Projects This book outlines a general process for carrying out thesis projects, and it embraces the following components as fundamentally important:

More information

Grade 12 Psychology (40S) Outcomes Unedited Draft 1

Grade 12 Psychology (40S) Outcomes Unedited Draft 1 Grade 12 Psychology (40S) Outcomes Unedited Draft 1 Theme 1: Introduction and Research Methods Topic 1: Introduction 1.1.1 Define psychology, and list and explain its goals. 1.1.2 Describe and compare

More information

COURSE DESCRIPTIONS 科 目 簡 介

COURSE DESCRIPTIONS 科 目 簡 介 COURSE DESCRIPTIONS 科 目 簡 介 COURSES FOR 4-YEAR UNDERGRADUATE PROGRAMMES PSY2101 Introduction to Psychology (3 credits) The purpose of this course is to introduce fundamental concepts and theories in psychology

More information

HHS IS PSYCHOLOGICAL SCIENCES MINDS? WHAT S ON OUR

HHS IS PSYCHOLOGICAL SCIENCES MINDS? WHAT S ON OUR WHAT S ON OUR MINDS? Why do people behave a certain way? How do we learn? And remember? What are the underpinnings of mental illness? Why do couples stay together? In the Department of Psychological Sciences,

More information

Academic Education in Era of Digital Culture

Academic Education in Era of Digital Culture Academic Education in Era of Digital Culture Ilya Levin Tel Aviv University, Tel Aviv, Israel ilia1@post.tau.ac.il Abstract: The paper reports results of a theoretical research studying the academic education

More information

Dr V. J. Brown. Neuroscience (see Biomedical Sciences) History, Philosophy, Social Anthropology, Theological Studies.

Dr V. J. Brown. Neuroscience (see Biomedical Sciences) History, Philosophy, Social Anthropology, Theological Studies. Psychology - pathways & 1000 Level modules School of Psychology Head of School Degree Programmes Single Honours Degree: Joint Honours Degrees: Dr V. J. Brown Psychology Neuroscience (see Biomedical Sciences)

More information

www.thecustomerexperience.es

www.thecustomerexperience.es www.thecustomerexperience.es 2 four How to measure customer experience Carlos Molina In most organizations, CRM strategy now focuses on customer experience. Measuring customer experience has thus become

More information

Types of Psychology. Alex Thompson. Psychology Class. Professor Phelps

Types of Psychology. Alex Thompson. Psychology Class. Professor Phelps Running Head: PSYCHOLOGY 1 Types of Psychology Alex Thompson Psychology Class Professor Phelps March 4, 2014 PSYCHOLOGY 2 Types of Psychology Developmental psychology Developmental psychology entails the

More information

Cover Page. The handle http://hdl.handle.net/1887/33081 holds various files of this Leiden University dissertation.

Cover Page. The handle http://hdl.handle.net/1887/33081 holds various files of this Leiden University dissertation. Cover Page The handle http://hdl.handle.net/1887/33081 holds various files of this Leiden University dissertation. Author: Stettina, Christoph Johann Title: Governance of innovation project management

More information

Learning about the influence of certain strategies and communication structures in the organizational effectiveness

Learning about the influence of certain strategies and communication structures in the organizational effectiveness Learning about the influence of certain strategies and communication structures in the organizational effectiveness Ricardo Barros 1, Catalina Ramírez 2, Katherine Stradaioli 3 1 Universidad de los Andes,

More information

KEY KNOWLEDGE MANAGEMENT TECHNOLOGIES IN THE INTELLIGENCE ENTERPRISE

KEY KNOWLEDGE MANAGEMENT TECHNOLOGIES IN THE INTELLIGENCE ENTERPRISE KEY KNOWLEDGE MANAGEMENT TECHNOLOGIES IN THE INTELLIGENCE ENTERPRISE RAMONA-MIHAELA MATEI Ph.D. student, Academy of Economic Studies, Bucharest, Romania ramona.matei1982@gmail.com Abstract In this rapidly

More information

Learning theories Judy McKimm

Learning theories Judy McKimm Learning theories Judy McKimm There has been a lot of research into the way people learn and certain theories have been influential on developments in all areas of education, but particularly in adult

More information

Proceedings of the 7th International Conference on Innovation & Management

Proceedings of the 7th International Conference on Innovation & Management 846 An Empirical Research on Influencing Factors of Customer Experience of Retail Industry Aiming to Improve Customer Satisfaction: Taking Supermarket as an Example Tang Wenwei, Zheng Tongtong School of

More information

37 Independent Study. research and work on online forums) Supervised Access to 0 Preparation for Assessment 30. Resources

37 Independent Study. research and work on online forums) Supervised Access to 0 Preparation for Assessment 30. Resources 1. Programme Title MDes Design Management Innovation MDes Service Design Innovation MDes Luxury Brand Management Innovation 2. Unit Title Strategic Design and Innovation 3. HE Level Level 7 4. Unit Code

More information

UNIVERSITY OF BELGRADE FACULTY OF PHILOSOPHY. Part two: INFORMATION ON DEGREE PROGRAMS

UNIVERSITY OF BELGRADE FACULTY OF PHILOSOPHY. Part two: INFORMATION ON DEGREE PROGRAMS Part two: INFORMATION ON DEGREE PROGRAMS Part two: Information on Degree Programs Philosophy Bachelor s Degree Philosophy Master s Degree Philosophy Doctoral Degree Sociology Bachelor s Degree Sociology

More information

Designing an Adaptive Virtual Guide for Web Applications

Designing an Adaptive Virtual Guide for Web Applications 6th ERCIM Workshop "User Interfaces for All" Long Paper Designing an Adaptive Virtual Guide for Web Applications Luisa Marucci, Fabio Paternò CNUCE-C.N.R. Via V.Alfieri 1, 56010 Ghezzano - Pisa, Italy

More information

102-4-3a. Educational requirements. To academically qualify for licensure as a master's level psychologist or a clinical psychotherapist, the

102-4-3a. Educational requirements. To academically qualify for licensure as a master's level psychologist or a clinical psychotherapist, the 102-4-3a. Educational requirements. To academically qualify for licensure as a master's level psychologist or a clinical psychotherapist, the applicant's educational qualifications and background shall

More information

Masters in Information Technology

Masters in Information Technology Computer - Information Technology MSc & MPhil - 2015/6 - July 2015 Masters in Information Technology Programme Requirements Taught Element, and PG Diploma in Information Technology: 120 credits: IS5101

More information

Information Technology and Knowledge Management

Information Technology and Knowledge Management Information Technology and Knowledge Management E. Shimemura and Y. Nakamori Japan Advanced Institute of Science and Technology 1-1 Asahidai, Tatsunokuchi, Ishikawa 923-1292, Japan Abstract This paper

More information

Educating for Hope in Troubled Times: Climate Change and the Transition to a Post-Carbon Future

Educating for Hope in Troubled Times: Climate Change and the Transition to a Post-Carbon Future Educating for Hope in Troubled Times: Climate Change and the Transition to a Post-Carbon Future Author David HICKS Formerly Professor in the School of Education, Bath Spa University, UK 281 Reviewer Danuta

More information

A Study in Learning Styles of Construction Management Students. Amit Bandyopadhyay, Ph.D., PE, F.ASCE State University of New York -FSC

A Study in Learning Styles of Construction Management Students. Amit Bandyopadhyay, Ph.D., PE, F.ASCE State University of New York -FSC A Study in Learning Styles of Construction Management Students Amit Bandyopadhyay, Ph.D., PE, F.ASCE State University of New York -FSC Abstract Students take in and process information in different ways.

More information

Integrative Approach to Strategic Marketing Planning: An Action Research Case Study

Integrative Approach to Strategic Marketing Planning: An Action Research Case Study Integrative Approach to Strategic Marketing Planning: An Action Research Case Study Alex Ng Hou Hong, Universiti Teknologi Malaysia Dominic Lau Hoe Chai, UCSI University Wan Khairuzzaman Bin Wan Ismail,

More information

Leadership Development: The Journey from Ideal Self to Legacy. Introduction

Leadership Development: The Journey from Ideal Self to Legacy. Introduction Leadership Development: The Journey from Ideal Self to Legacy Julie K. Wechsler, Ed.D. South Mountain Community College Frederick S. Wechsler, Ph.D., Psy.D., ABPP Arizona School of Professional Psychology

More information

Workshop W2 Developing Effective Employee Engagement Strategies for Business Success

Workshop W2 Developing Effective Employee Engagement Strategies for Business Success Workshop W2 Developing Effective Employee Engagement Strategies for Business Success Developing Effective Employee Engagement Strategies For Business Success Session Outline Introducing employee engagement

More information

KNOWLEDGE NETWORK SYSTEM APPROACH TO THE KNOWLEDGE MANAGEMENT

KNOWLEDGE NETWORK SYSTEM APPROACH TO THE KNOWLEDGE MANAGEMENT KNOWLEDGE NETWORK SYSTEM APPROACH TO THE KNOWLEDGE MANAGEMENT ZHONGTUO WANG RESEARCH CENTER OF KNOWLEDGE SCIENCE AND TECHNOLOGY DALIAN UNIVERSITY OF TECHNOLOGY DALIAN CHINA CONTENTS 1. KNOWLEDGE SYSTEMS

More information

ABSTRACT 1.1. BACKGROUND WAYS OF DEFINING A DOMAIN

ABSTRACT 1.1. BACKGROUND WAYS OF DEFINING A DOMAIN Two Axes of Domains for Domain Analysis Joseph T. Tennis Information School University of Washington Seattle, WA 98195-2840 ABSTRACT This paper adds two analytical devices to domain analysis. It claims

More information

Customer Experience Management-As a Key strategy to build Brands in International Markets

Customer Experience Management-As a Key strategy to build Brands in International Markets Customer Experience Management-As a Key strategy to build Brands in International Markets Ms.Sunitha Chakravarthy* Prof.G.V.Bhavani Prasad** * Assistant Professor, Department of Management, Kakatiya Institute

More information

Data Analytics in Organisations and Business

Data Analytics in Organisations and Business Data Analytics in Organisations and Business Dr. Isabelle E-mail: isabelle.flueckiger@math.ethz.ch 1 Data Analytics in Organisations and Business Some organisational information: Tutorship: Gian Thanei:

More information

Seven key strategic questions critical to improving your Customer Experience Colin Shaw Founder & CEO Beyond Philosophy

Seven key strategic questions critical to improving your Customer Experience Colin Shaw Founder & CEO Beyond Philosophy Seven key strategic questions critical to improving your Customer Experience Colin Shaw Founder & CEO Beyond Philosophy www. Who are Beyond Philosophy? Customer Experience is is all we do.. Since 2002!

More information

INDIVIDUAL CHANGE Learning and the process of change in what ways can models of

INDIVIDUAL CHANGE Learning and the process of change in what ways can models of INDIVIDUAL CHANGE Learning and the process of change in what ways can models of learning help us understand individual change? The behavioural approach to change how can we change people s behaviour? The

More information

Information Broker Agents in Intelligent Websites

Information Broker Agents in Intelligent Websites Information Broker Agents in Intelligent Websites Catholijn M. Jonker, Jan Treur Vrije Universiteit Amsterdam, Department of Artificial Intelligence De Boelelaan 1081a, 1081 HV Amsterdam, The Netherlands

More information

IMPLEMENTING THE TRIPLE AIM: A SENIOR LEADERSHIP PERSPECTIVE 1

IMPLEMENTING THE TRIPLE AIM: A SENIOR LEADERSHIP PERSPECTIVE 1 IMPLEMENTING THE TRIPLE AIM: A SENIOR LEADERSHIP PERSPECTIVE 1 Rafael BENGOA Patricia ARRATIBEL I. BACKGROUND There are numerous health care systems in the world undertaking the most important reforms

More information

EVERYDAY WE DO BETTER

EVERYDAY WE DO BETTER EVERYDAY WE DO BETTER ONE AMBITION, ONE PHILOSOPHY move forward together Do you want to evolve? Gain autonomy? Take on more responsibility? At Novotel, we believe that you all contribute to the brand s

More information

AN INTRODUCTION TO PSYCHOLOGY

AN INTRODUCTION TO PSYCHOLOGY An Introduction to MODULE - I 1 AN INTRODUCTION TO PSYCHOLOGY As human beings our curiosity drives us to know the reasons behind various events happening around us. Whenever we meet somebody or see someone

More information

Specialisation Psychology

Specialisation Psychology Specialisation Psychology Semester 1 Semester 2 An Introduction to Doing Research Politics, Power and Governance I Philosophy of the Social Sciences Economics, Markets and Organisations I Rhetoric Law,

More information

Introducing Social Psychology

Introducing Social Psychology Introducing Social Psychology Theories and Methods in Social Psychology 27 Feb 2012, Banu Cingöz Ulu What is social psychology? A field within psychology that strives to understand the social dynamics

More information

Kindergarten to Grade 4 Manitoba Foundations for Scientific Literacy

Kindergarten to Grade 4 Manitoba Foundations for Scientific Literacy Kindergarten to Grade 4 Manitoba Foundations for Scientific Literacy The Five Foundations Manitoba Foundations for Scientific Literacy To develop scientifically literate students, science learning experiences

More information

Agile development of safety-critical software while meetings standards' requirements

Agile development of safety-critical software while meetings standards' requirements 1(37) Agile development of safety-critical software while meetings standards' requirements Matti Vuori, Tampere University of Technology 2011-11-04 Contents 1/2 A study in Ohjelmaturva 4 Tendency to be

More information

An Investigation of Agent Oriented Software Engineering Methodologies to Provide an Extended Methodology

An Investigation of Agent Oriented Software Engineering Methodologies to Provide an Extended Methodology An Investigation of Agent Oriented Software Engineering Methodologies to Provide an Extended Methodology A.Fatemi 1, N.NematBakhsh 2,B. Tork Ladani 3 Department of Computer Science, Isfahan University,

More information

Application Research of CMM in Real Estate Entreprise Management

Application Research of CMM in Real Estate Entreprise Management International Journal of Business and Management July, 2009 Application Research of CMM in Real Estate Entreprise Management Linjie Chen Nanjing Institute of Industry Technology Nanjing 210046, China E-mail:

More information

Project co - financed by the European Union from the European Social Fund within the Human Capital Operational Program 2007-2013

Project co - financed by the European Union from the European Social Fund within the Human Capital Operational Program 2007-2013 Project co - financed by the European Union from the European Social Fund within the Human Capital Operational Program 2007-2013 The global economy evolves into a knowledge-based economy, where market

More information

Business Process Models as Design Artefacts in ERP Development

Business Process Models as Design Artefacts in ERP Development Business Process Models as Design Artefacts in ERP Development Signe Ellegaard Borch IT University of Copenhagen, Rued Langgaards Vej 7, 2300 København S, Denmark elleborch@itu.dk Abstract. Adequate design

More information

RESTORATIVE TECHNIQUES IN COGNITIVE REHABILITATION: PROGRAM DESIGN AND CLINICAL BENEFITS

RESTORATIVE TECHNIQUES IN COGNITIVE REHABILITATION: PROGRAM DESIGN AND CLINICAL BENEFITS RESTORATIVE TECHNIQUES IN COGNITIVE REHABILITATION: PROGRAM DESIGN AND CLINICAL BENEFITS In the treatment of traumatic brain injury, cognitive rehabilitation is an intervention that seeks to improve cognitive

More information

G.F. Huon School of Psychology, University of New South Wales, Sydney, Australia

G.F. Huon School of Psychology, University of New South Wales, Sydney, Australia INTERVIEWING AND OBSERVATION G.F. Huon School of Psychology, University of New South Wales, Sydney, Australia Keywords: Unobtrusive observation, systematic observation, ethical considerations, reactivity,

More information

Research in the cognitive sciences is founded on the assumption

Research in the cognitive sciences is founded on the assumption Aporia vol. 24 no. 1 2014 Conceptual Parallels Between Philosophy of Science and Cognitive Science: Artificial Intelligence, Human Intuition, and Rationality Research in the cognitive sciences is founded

More information

Baldrige Core Values and Concepts Customer-Driven Excellence Visionary Leadership

Baldrige Core Values and Concepts Customer-Driven Excellence Visionary Leadership Baldrige Core Values and Concepts These beliefs and behaviors are embedded in high-performing organizations. They are the foundation for integrating key performance and operational requirements within

More information

New product development within ABC Electronics

New product development within ABC Electronics New product development within ABC Electronics ABC Electronics is involved in design and manufacture of products for the IT industry; it has core technical expertise in acoustics, electronics design and

More information

APPLYING CASE BASED REASONING IN AGILE SOFTWARE DEVELOPMENT

APPLYING CASE BASED REASONING IN AGILE SOFTWARE DEVELOPMENT APPLYING CASE BASED REASONING IN AGILE SOFTWARE DEVELOPMENT AIMAN TURANI Associate Prof., Faculty of computer science and Engineering, TAIBAH University, Medina, KSA E-mail: aimanturani@hotmail.com ABSTRACT

More information

CREATING A LEAN BUSINESS SYSTEM

CREATING A LEAN BUSINESS SYSTEM CREATING A LEAN BUSINESS SYSTEM This white paper provides an overview of The Lean Business Model how it was developed and how it can be used by enterprises that have decided to embark on a journey to create

More information

THE WELLBEING FRAMEWORK FOR SCHOOLS

THE WELLBEING FRAMEWORK FOR SCHOOLS April 2015 21/04/15_16531 CONNECT SUCCEED THRIVE THE WELLBEING FRAMEWORK FOR SCHOOLS Introduction The NSW Department of Education and Communities (DEC) is committed to creating quality learning opportunities

More information

Psychology has been considered to have an autonomy from the other sciences (especially

Psychology has been considered to have an autonomy from the other sciences (especially THE AUTONOMY OF PSYCHOLOGY Tim Crane, University College London Psychology has been considered to have an autonomy from the other sciences (especially physical science) in at least two ways: in its subject-matter

More information

Masters in Human Computer Interaction

Masters in Human Computer Interaction Masters in Human Computer Interaction Programme Requirements Taught Element, and PG Diploma in Human Computer Interaction: 120 credits: IS5101 CS5001 CS5040 CS5041 CS5042 or CS5044 up to 30 credits from

More information

Masters in Advanced Computer Science

Masters in Advanced Computer Science Masters in Advanced Computer Science Programme Requirements Taught Element, and PG Diploma in Advanced Computer Science: 120 credits: IS5101 CS5001 up to 30 credits from CS4100 - CS4450, subject to appropriate

More information

What will I study? Year One core modules currently include:

What will I study? Year One core modules currently include: What will I study? Year One core modules currently include: Introduction to Psychology You will examine how psychology research is conducted and interpreted; a range of perspectives in psychology, including

More information

Masters in Artificial Intelligence

Masters in Artificial Intelligence Masters in Artificial Intelligence Programme Requirements Taught Element, and PG Diploma in Artificial Intelligence: 120 credits: IS5101 CS5001 CS5010 CS5011 CS4402 or CS5012 in total, up to 30 credits

More information

Software Engineering of NLP-based Computer-assisted Coding Applications

Software Engineering of NLP-based Computer-assisted Coding Applications Software Engineering of NLP-based Computer-assisted Coding Applications 1 Software Engineering of NLP-based Computer-assisted Coding Applications by Mark Morsch, MS; Carol Stoyla, BS, CLA; Ronald Sheffer,

More information

Driving greater loyalty in Europe. What consumers want and where brands are failing to deliver

Driving greater loyalty in Europe. What consumers want and where brands are failing to deliver Driving greater loyalty in Europe What consumers want and where brands are failing to deliver Research commissioned with consumers in France, Germany and Switzerland Executive summary Fast-changing technology,

More information

Unit Options and Core Texts

Unit Options and Core Texts Unit Options and s BSc Health Psychology (Full-Time) Core units Year 1 Foundations to Psychology Introduction to Psychological Research and Data Analysis Psychology in Everyday Life Health and Wellbeing

More information

TRAINING AND EDUCATION IN THE SERVICE OF MILITARY TRANSFORMATION

TRAINING AND EDUCATION IN THE SERVICE OF MILITARY TRANSFORMATION TRAINING AND EDUCATION IN THE SERVICE OF MILITARY TRANSFORMATION Ecaterina Livia TATAR Lecturer, Regional Department of Defense Resources Management Studies, Brasov, Romania The magnitude and challenges

More information

excellence in customer management global survey of financial services executives Consulting, IT & Outsourcing Professional Services

excellence in customer management global survey of financial services executives Consulting, IT & Outsourcing Professional Services excellence in customer management global survey of financial services executives Consulting, IT & Outsourcing Professional Services commercial management using costumers as a growth factor and a differential

More information

Executive Checklist to Transitioning Processes

Executive Checklist to Transitioning Processes Digital Innovation Series Executive Checklist to Transitioning Processes Building a Flexible Model The Digital Innovation Series traces the trends that are driving the digital-innovation imperative that

More information

Department of Psychology

Department of Psychology 402 Phone: (512) 245-2526 Fax: (512) 245-3153 Degree Programs Offered BA, major in Psychology BS, major in Psychology Minors Offered Psychology Forensic Psychology Sports Psychology Department of Psychology

More information

Unit 4: Marketing Principles

Unit 4: Marketing Principles Unit 4: Marketing Principles Unit code: F/601/0556 QCF level: 4 Credit value: 15 credits Aim This unit aims to provide learners with understanding and skills relating to the fundamental concepts and principles

More information

Appendices master s degree programme Artificial Intelligence 2014-2015

Appendices master s degree programme Artificial Intelligence 2014-2015 Appendices master s degree programme Artificial Intelligence 2014-2015 Appendix I Teaching outcomes of the degree programme (art. 1.3) 1. The master demonstrates knowledge, understanding and the ability

More information

Reusable Knowledge-based Components for Building Software. Applications: A Knowledge Modelling Approach

Reusable Knowledge-based Components for Building Software. Applications: A Knowledge Modelling Approach Reusable Knowledge-based Components for Building Software Applications: A Knowledge Modelling Approach Martin Molina, Jose L. Sierra, Jose Cuena Department of Artificial Intelligence, Technical University

More information

6.2.8 Neural networks for data mining

6.2.8 Neural networks for data mining 6.2.8 Neural networks for data mining Walter Kosters 1 In many application areas neural networks are known to be valuable tools. This also holds for data mining. In this chapter we discuss the use of neural

More information

Masters in Computing and Information Technology

Masters in Computing and Information Technology Masters in Computing and Information Technology Programme Requirements Taught Element, and PG Diploma in Computing and Information Technology: 120 credits: IS5101 CS5001 or CS5002 CS5003 up to 30 credits

More information

SYSTEMS, CONTROL AND MECHATRONICS

SYSTEMS, CONTROL AND MECHATRONICS 2015 Master s programme SYSTEMS, CONTROL AND MECHATRONICS INTRODUCTION Technical, be they small consumer or medical devices or large production processes, increasingly employ electronics and computers

More information

Service quality: beyond cognitive assessment Bo Edvardsson Service Research Center, Karlstad University, Karlstad, Sweden

Service quality: beyond cognitive assessment Bo Edvardsson Service Research Center, Karlstad University, Karlstad, Sweden The Emerald Research Register for this journal is available at wwwemeraldinsightcom/researchregister The current issue and full text archive of this journal is available at wwwemeraldinsightcom/0960-4529htm

More information

Course Curriculum for Master Degree in Architecture

Course Curriculum for Master Degree in Architecture Course Curriculum for Master Degree in Architecture The Master Degree in Architecture is awarded by the Faculty of Graduate Studies at Jordan University of Science and Technology (JUST) upon the fulfillment

More information

School of Computer Science

School of Computer Science School of Computer Science Computer Science - Honours Level - 2014/15 October 2014 General degree students wishing to enter 3000- level modules and non- graduating students wishing to enter 3000- level

More information

Study Plan in Psychology Education

Study Plan in Psychology Education Study Plan in Psychology Education CONTENTS 1) Presentation 5) Mandatory Subjects 2) Requirements 6) Objectives 3) Study Plan / Duration 7) Suggested Courses 4) Academics Credit Table 1) Presentation offers

More information

HAMPTON UNIVERSITY ONLINE Hampton University School of Business PhD in Business Administration

HAMPTON UNIVERSITY ONLINE Hampton University School of Business PhD in Business Administration Program Overview The PhD in Business Leadership and Administration is designed for professionals located nation wide who desire an advanced degree in business to excel in their careers. In addition, the

More information

EXECUTIVE MASTER IN. Increasing corporate value in today s complex digital world through reputation management and communication with stakeholders.

EXECUTIVE MASTER IN. Increasing corporate value in today s complex digital world through reputation management and communication with stakeholders. EXECUTIVE MASTER IN CORPORATE COMMUNICATION Increasing corporate value in today s complex digital world through reputation management and communication with stakeholders. COURSE DESCRIPTION At a Glance

More information

Knowledge Management

Knowledge Management Knowledge Management Management Information Code: 164292-02 Course: Management Information Period: Autumn 2013 Professor: Sync Sangwon Lee, Ph. D D. of Information & Electronic Commerce 1 00. Contents

More information