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See detailThe Delivery of Bad News to Customers in Service Encounters: An Employee Perspective
Delcourt, Cécile ULg; Gremler, Dwayne; Greer, Dominique

Conference (2017, June)

During service encounters, customer contact employees often need to deliver bad news: unexpected information contrary to the customer’s wellbeing. For example, technicians regularly tell customers that ... [more ▼]

During service encounters, customer contact employees often need to deliver bad news: unexpected information contrary to the customer’s wellbeing. For example, technicians regularly tell customers that none of the data on their computer hard drive can be retrieved, veterinarians often inform owners that a beloved pet has cancer and cannot be cured, and airline staff regularly tell travelers that their flights have been cancelled due to bad weather. For some customer-contact employees, delivering bad news is an unavoidable, delicate, and emotionally-charged task that occurs regularly. Disclosing bad news can be highly stressful and perhaps detrimental for (1) customers, (2) customer- contact employees, and (3) service firms in general. Accordingly, it is crucial for service organizations to better understand bad news encounters (i.e., situations during which customer contact employees must deliver negative information) to better equip their managers and employees to deliver such news to customers. The topic of how to best deliver bad news has been broached in various disciplines, including the medical literature (e.g., Baile et al. 2000, 2002; Rosenbaum et al. 2004), the management literature (e.g., Bies 2013; Kothari, Shu, and Wysocki 2009), and the sociology literature (e.g., Clark and LaBeff 1986). These literatures have (1) examined the attitudes and emotions of the discloser of extreme bad news in very specific contexts, (2) identified the tactics used by disclosers, and (3) developed protocols for delivering extremely negative information. Surprisingly, studies of bad news delivered by contact employees are scarce in service research. Service failure and service recovery have received much attention, but this literature has two major gaps when it comes to understanding the delivery of negative information. First, service recovery research generally skips over the initial part of the process where employees first communicate bad news to customers, and instead focuses primarily on the process involved to resolve the situation. Second, there are many situations in which employees must deliver negative information to customers where it is clear that a service failure has not occurred (e.g., informing a customer that his 30-year old dishwasher is beyond repair). We use the critical incident technique (CIT) (Flanagan 1954; Gremler 2004) to analyze 200 incidents where service employees from a wide range of service sectors had to deliver bad news to a customer. [less ▲]

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See detailA computational stochastic multiscale methodology for MEMS structures involving adhesive contact
Hoang Truong, Vinh ULg; Wu, Ling ULg; Paquay, Stéphane et al

in Tribology International (2017), 110

This work aims at developing a computational stochastic multiscale methodology to quantify the uncertainties of the adhesive contact problems due to capillary effects and van der Waals forces in MEMS ... [more ▼]

This work aims at developing a computational stochastic multiscale methodology to quantify the uncertainties of the adhesive contact problems due to capillary effects and van der Waals forces in MEMS. Because the magnitudes of the adhesive forces strongly depend on the surface interaction distances, which in turn evolve with the roughness of the contacting surfaces, the involved structural behaviors suffer from a scatter. To numerically predict the probabilistic behaviors of structures involving adhesion, the proposed method introduces stochastic meso-scale random apparent contact forces which can be integrated into a stochastic finite element model. Because the evaluation of their realizations is expensive, a generator for the random apparent contact force using the polynomial chaos expansion is constructed in an efficient way. [less ▲]

Detailed reference viewed: 123 (60 ULg)
See detailDevelopment of a unified model for flow-material interaction applied to porous charring ablators
Coheur, Joffrey ULg; Schrooyen, Pierre; Turchi, Alessandro et al

Conference (2017, June)

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See detailMagnetic Shielding Above 1 T at 20 K With Bulk, Large Grain YBCO Tubes Made by Buffer-aided Top Seeded Melt Growth
Wera, Laurent ULg; Fagnard, Jean-François ULg; Kumar, Numbury Devendra et al

in IEEE Transactions on Applied Superconductivity (2017), 27(4),

YBCO tubes of ~ 10 mm diameter closed at one extremity were engineered by a Buffer-Aided Top Seeded Melt Growth fabrication process (BA-TSMG). These tubes can act as efficient “dc” magnetic shields and ... [more ▼]

YBCO tubes of ~ 10 mm diameter closed at one extremity were engineered by a Buffer-Aided Top Seeded Melt Growth fabrication process (BA-TSMG). These tubes can act as efficient “dc” magnetic shields and are observed to reduce axial flux densities of 1.5 T by a factor of 100 at 20 K. Such performances are comparable in magnitude to the record threshold inductions reported for bulk MgB2 and Bi-2212 materials at lower temperatures. Magnetic shielding measurements for open and closed tubes at 77 K also show that the presence of the cap improves substantially the shielding performance at the closed extremity since it reduces the penetration through the open end. This fabrication technique is extremely promising for shielding “dc” stray fields generated by HTS magnets operated in a temperature range obtained by cryocoolers, liquid hydrogen (20 K) or liquid neon (27 K). [less ▲]

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See detailNumerical simulations of a non-charring ablator in high enthalpy flows by means of a unified flow-material solver
Schrooyen, Pierre; Coheur, Joffrey ULg; Turchi, Alessandro et al

Conference (2017, June)

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See detailL'Année sartrienne, n° 31
Cormann, Grégory ULg

Book published by Groupe d'Etudes Sartriennes (2017)

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See detailInsect fatty acids: A comparison of lipids from three Orthopterans and Tenebrio molitor L. larvae
Paul, Aman ULg; Frederich, Michel ULg; Caparros Megido, Rudy ULg et al

in Journal of Asia-Pacific Entomology (2017), 20(2), 337-340

In order to explore some potential insect sources of food lipids, the lipid compositions of three Orthopterans (Acheta domesticus, Conocephalus discolor and Chorthippus parallelus) were analyzed and ... [more ▼]

In order to explore some potential insect sources of food lipids, the lipid compositions of three Orthopterans (Acheta domesticus, Conocephalus discolor and Chorthippus parallelus) were analyzed and compared with those of Tenebrio molitor larvae. A. domesticus, Co. discolor, Ch. parallelus and T. molitor larvae were found to contain approximately 15%, 13%, 10% and 32% lipids on dry weight, respectively. The lipids from three Orthopterans contain much higher amounts of essential fatty acids than those of T. molitor larvae. The two Orthopterans of the suborder Ensifera i.e., A. domesticus and Co. discolor contain linoleic acid in major quantities, while Ch. parallelus of the suborder Caelifera, contain α-linolenic acid in major quantities. The consumption of linoleic and α-linolenic fatty acid is linked with numerous health promoting effects. The factors that contribute to differences in fatty acid profiles of these insects are being discussed. At last the nutritional parameters including polyunsaturated to saturated and omega 6 to omega 3 fatty acid ratios of these insect lipids are also being discussed to understand the potential role of these lipids in human nutrition. [less ▲]

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See detailAutomatic phase identification of smart meter measurement data
Olivier, Frédéric ULg; Ernst, Damien ULg; Fonteneau, Raphaël ULg

in Proc. of CIRED 2017 (2017, June)

This paper highlights the importance of the knowledge of the phase identification for the different measurement points inside a low-voltage distribution network. Besides considering existing solutions, we ... [more ▼]

This paper highlights the importance of the knowledge of the phase identification for the different measurement points inside a low-voltage distribution network. Besides considering existing solutions, we propose a novel method for identifying the phases of the measurement devices, based exclusively on voltage measurement correlation. It relies on graph theory and the notion of maximum spanning tree. It has been tested on a real Belgian LV network, first with simulated unbalanced voltage for which it managed to correctly identify the phases of all measurement points, second, on preliminary data from a real measurement campaign for which it shows encouraging results. [less ▲]

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See detailUsing electric vehicles as flexible resource in power systems: A case study in the Netherlands
Beltramo, Agnese; Julea, Andreea; Refa, Nazir et al

in Proceedings of the 14th International Conference on the European Energy Market (2017, June)

The European Union (EU) is actively encouraging member countries to phase out traditional oil-fuelled cars in cities in favour of Electric Vehicles (EV) as a solution for increasing efficiency ... [more ▼]

The European Union (EU) is actively encouraging member countries to phase out traditional oil-fuelled cars in cities in favour of Electric Vehicles (EV) as a solution for increasing efficiency, contributing to ensure security of supply, decrease CO2 emission and decrease local (especially urban) air pollution coming from the transport sector. With the increasing associated charging infrastructure deployment all over European countries, the demand coming from these technologies might impact the power system and potentially offer a source of flexibility through variable charging profiles and battery storage capacity options. In the recent years, the Dutch government has adopted several policy support mechanisms for EVs uptake, which made the Netherlands the country with the highest market share of electric cars in 2015 in the EU, and the second-highest share worldwide after Norway. This country is therefore a unique case study for the analysis of EVs charging demand and impact of the power sector. The recent uptake of EVs provides a significant amount of historical data regarding charging profiles, connection times or utilisation patterns pertaining this technology. This paper aims at exploiting such data to evaluate the current and future impact of electric vehicle deployment on the power system. To that end, historical data from 2015 are used in conjunction with the Dispa-SET model, a unit commitment and power dispatch model developed at the Joint Research Centre (JRC) of the European Commission. This aims at investigating the impact of Battery Electric Vehicle (BEV) charging demand on the current Dutch power system, under different hypotheses for BEV technology penetration and renewable energy deployment (i.e. wind and solar) in the country. In addition, looking at the entire connection periods when vehicles are plugged to the grid, the battery capacity connected to the system is estimated, based on commercial BEV battery characteristics. This total capacity is finally used as variable storage unit in the model, in order to investigate the impact that Vehicle to Grid (V2G) strategies could have on the optimal use of power resources available, with particular attention to Variable Renewable Energy (VRE). [less ▲]

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See detailPeriod–luminosity relations of fast-rotating B-type stars in the young open cluster NGC 3766
Saio, H.; Ekström, S.; Mowlavi, N. et al

in Monthly Notices of the Royal Astronomical Society (2017), 467(4), 3864-3873

We study the pulsational properties of rapidly rotating main-sequence B-type stars using linear non-adiabatic analysis of non-radial low-frequency modes taking into account the effect of rotation. We ... [more ▼]

We study the pulsational properties of rapidly rotating main-sequence B-type stars using linear non-adiabatic analysis of non-radial low-frequency modes taking into account the effect of rotation. We compare the properties of prograde sectoral g and retrograde r modes excited by the κ mechanism at the Fe opacity peak with the newly discovered period–luminosity relation that is obeyed by a group of fast-rotating B-type stars in the young open cluster NGC 3766. The observed relation consists of two sequences in the period versus magnitude diagram, at periods shorter than 0.5 d. We find that this property is consistent with similar period–luminosity relations predicted for excited sectoral prograde g modes of azimuthal orders m = −1 and −2 in fast-rotating stars along an isochrone. We further show that some of the rapidly rotating stars that have photometric variability with periods longer than a day may be caused by r-mode pulsation predicted to be excited in these stars. One fast-rotating star, in particular, shows both short and long periods that can be explained by the simultaneous excitation of g- and r-mode pulsations in models of fast-rotating stars. [less ▲]

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See detailProfiling inferior left dorsal premotor cortex: when Area 55b meets Premotor Eye-Field
Genon, Sarah ULg; Reid, Andrew; Langner, Robert et al

Poster (2017, June)

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See detailA decision support tool for transient stability preventive control
Pertl, Michael; Weckesser, Johannes ULg; Rezkalla, Michel et al

in Electric Power Systems Research (2017), 147

The paper presents a decision support tool for transient stability preventive control contributing to increased situation awareness of control room operators by providing additional information about the ... [more ▼]

The paper presents a decision support tool for transient stability preventive control contributing to increased situation awareness of control room operators by providing additional information about the state of the power system in terms of transient stability. A time-domain approach is used to assess the transient stability for potentially critical faults. Potential critical fault locations are identified by a critical bus screening through analysis of pre-disturbance steady-state conditions. The identified buses are subject to a fast critical contingency screening determining the actual critical contingencies/buses. These two screenings aim at reducing the computational burden of the assessment, since only contingencies considered as critical are taken into account. The critical clearing times for the critical contingencies are determined. A preventive re-dispatch of generators to ensure a predefined minimum critical clearing time for faults at all buses is proposed, while costs are minimized. The results of the assessment are presented to the control room operator, who decides to accept the suggested dispatch or to repeat the assessment considering additional user-specific constraints. The effectiveness of the proposed method is demonstrated on a standard nine-bus and the New England test system. [less ▲]

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See detailNumerical modelling of micro-plasto-hydrodynamic lubrication in plane strip drawing
Carretta, Yves ULg; Bech, Jakob; Legrand, Nicolas et al

in Tribology International (2017), 110

This paper presents a new finite element model capable of predicting the onset of micro-plasto-hydrodynamic (MPH) lubrication and the amount of lubricant escaping from surface pockets in metal forming ... [more ▼]

This paper presents a new finite element model capable of predicting the onset of micro-plasto-hydrodynamic (MPH) lubrication and the amount of lubricant escaping from surface pockets in metal forming. The present approach is divided in two steps. First, a simulation at the macroscopic level is conducted. Then, a second simulation highlighting microscopic liquid lubrication mechanisms is achieved using boundary conditions provided by the first model. These fluid-structure interaction computations are made possible through the use of the Arbitrary Lagrangian Eulerian (ALE) formalism. The developed methodology is validated by comparison to experimental measurements conducted in plane strip drawing. The effect of physical parameters like the drawing speed, the die angle and the strip thickness reduction is investigated. The numerical results show good agreement with experiments. [less ▲]

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See detailTowards a Renewed Alias Resolution with Space Search Reduction and IP Fingerprinting
Grailet, Jean-François ULg; Donnet, Benoît ULg

in Network Traffic Measurement and Analysis Conference (TMA) (2017, June)

Since the early 2000's, the Internet Topology has been frequently described and modeled from the perspective of routers. To this end, alias resolution mechanisms have been developed in order to aggregate ... [more ▼]

Since the early 2000's, the Internet Topology has been frequently described and modeled from the perspective of routers. To this end, alias resolution mechanisms have been developed in order to aggregate all IP interfaces of a router, collected with traceroute, into a single identifier. So far, many active measurement techniques have been considered, often taking advantage of specific features from network protocols. However, a lot of these methods have seen their efficiency decrease over time due to security reinforcements across the Internet. In this paper, we introduce a generic methodology to conduct efficient and scalable alias resolution. It combines the space search reduction of TreeNET (a tool for efficiently discovering subnets) with a fingerprinting process used to assess the feasibility of several state-of-the-art alias resolution methods, using a small, fixed amount of probes. We validate our method along MIDAR on an academic groundtruth and demonstrate that our methodology can achieve similar accuracy while using less probes and discovering subnets in the process. We further evaluate our method with measurements made on PlanetLab towards several distinct ASes of varying sizes and roles in the Internet. The collected data shows that some properties of our fingerprints correlate with each other, hinting some observed profiles could be linked with equipment vendors. Both TreeNET (which implements our methodology) and our dataset are freely available. [less ▲]

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See detailShallow water model with anisotropic porosity for flood modelling on Cartesian grids
Bruwier, Martin ULg; Archambeau, Pierre ULg; Erpicum, Sébastien ULg et al

Conference (2017, June)

Detailed topographic data have become widely available for inundation mapping. While the use of such high-resolution data enables the computation of flow variables at a fine scale, the computation time ... [more ▼]

Detailed topographic data have become widely available for inundation mapping. While the use of such high-resolution data enables the computation of flow variables at a fine scale, the computation time remains too high for many practical applications. In contrast, models solving the shallow-water equations with porosity provide a useful tool to improve the computational efficiency, while preserving to some extent the detailed topographic information through porosity parameters. In this study, we present a new model solving the fully dynamic shallow water equations with anisotropic porosity based on Cartesian grids. Using a Cartesian grid leads to specific challenges, particularly as regards the definition of the conveyance porosities at the cell edges. Moreover, the presented model is further improved by a merging method so as to increase the computational efficiency without affecting the overall accuracy. The performance of the model has been evaluated based on a wide range of test cases, which confirm the validity of the model and the benefits of such a modelling framework. [less ▲]

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See detailSartre, hériter de Heidegger ? Quelques remarques à propos du circuit de l'ipséité dans "L'Être et le Néant" [titre provisoire]
Recchia, Fabio ULg

in Revista Ética e Filosofia Política (2017), 1

Il n’est en philosophie d’héritage que gagné. Et en m’installant dans cette ambigüité propre au savoir philosophique, j’examine, dans ce texte, un développement peu étudié de la pensée sartrienne : sa ... [more ▼]

Il n’est en philosophie d’héritage que gagné. Et en m’installant dans cette ambigüité propre au savoir philosophique, j’examine, dans ce texte, un développement peu étudié de la pensée sartrienne : sa théorie du « circuit de l’ipséité » de la conscience. Quant à mon objectif, il s’agira de faire le point sur le processus de maturation intellectuelle à l’issue duquel Sartre conçut l’ipséité comme un circuit. Ainsi je mets en évidence que certaines des réflexions de Heidegger, Bergson et Mauss, sur la notion d’identité personnelle ont constitué les héritages philosophiques mobilisés et transformés par la théorie sartrienne de l’ipséité. [less ▲]

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See detailLes limites de l’administration de la PCL - R à une population de sujets schizophrènes dans le contexte médico-légal
Englebert, Jérôme ULg; Matteucci, Marie; De Page, Louis et al

Poster (2017, May 31)

Detailed reference viewed: 31 (2 ULg)
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See detailTime, preference and intensity: A contrastive study of rather (than) and eerder (dan)
Ghesquière, Lobke; Brems, Lieselotte ULg

Conference (2017, May 24)

Detailed reference viewed: 23 (2 ULg)