屈原《招魂》与青海民间招魂习俗之比较

楚地“信巫鬼,重淫祀”的巫官文化中的招魂习俗在屈原的《招魂》中被较为完整地保存了下来。本文通过青海民间招魂习俗与屈原《招魂》的比较,佐证楚文化与江河源文化的关系。     

Analysis of Two‐Level Support Systems with Time‐Dependent Overflow—A Banking Application

In this paper, we analyze the performance of call centers of financial service providers with two levels of support and a time‐dependent overflow mechanism. Waiting calls from the front‐office queue flow over to the back office if a waiting‐time limit is reached and at least one back‐office agent is available. The analysis of such a system with time‐dependent overflow is reduced to the analysis of a continuous‐time Markov chain with state‐dependent overflow probabilities. To approximate the system with time‐dependent overflow, some waiting‐based performance measures are modified. Numerical results demonstrate the reliability of this Markovian performance approximation for different parameter settings. A sensitivity analysis shows the impact of the waiting‐time limit and the dependence of the performance measures on the arrival rate.     

Revenue Management Through Dynamic Cross Selling in Call Centers

This paper models the cross‐selling problem of a call center as a dynamic service rate control problem. The question of when and to whom to cross sell is explored using this model. The analysis shows that, under the optimal policies, cross‐selling targets may be a function of the operational system state. Sufficient conditions are established for the existence of preferred calls, i.e., calls that will always generate a cross‐sell attempt. These provide guidelines in segment formation for marketing managers, and lead to a static heuristic policy. Numerical analysis establishes the value of different types of information, and different types of automation available for cross selling. Increased staffing for the same call volume is shown to have a positive and increasing return on revenue generation via cross selling, suggesting the need to staff for lower loads in call centers that aim to be revenue generators. The proposed heuristic leads to near optimal performance in a wide range of settings.     

Does self-efficacy matter for burnout and sickness absenteeism? The mediating role of demands and resources at the individual and team levels

In team-based organizations, team members may share similar experiences, feelings and, consequently, susceptibility to burnout. This study explores the burnout process beyond the individual level of analysis and integrates Social Cognitive Theory (SCT) with the Job Demands-Resources Model (JD-R), emphasizing the role of self-efficacy in shaping the meaning that people ascribe to situations. A multilevel structural equation model was tested in which it was predicted that work self-efficacy beliefs would be associated with burnout both directly and indirectly via job demands and job resources, and at both the individual and the team level. Moreover, it was posited that, at the team level, registered sickness absences are predicted by burnout. A sample of 5406 call centre operators, clustered in 186 teams working in the same large Italian company, filled out a questionnaire, whereas team absence rates were provided by the company's HR department. The findings largely supported the hypothesized model: at both levels, job demands and job resources partially mediated the relationship between self-efficacy and burnout. Moreover, at the team level, burnout predicted subsequent sickness absenteeism. In addition, individual-level burnout was primarily associated with job demands, whereas team-level burnout was primarily associated with a lack of team-level resources.     

一种蜂窝CDMA系统中的双门限呼叫接纳控制算法

提出了一种适合于话音和数据用户并发的蜂窝CDMA系统的呼叫接纳控制算法。该算法将数据业务,新到达的语音业务,切换的语音业务进行区分对待,设置不同的剩余带宽门限值。当新呼叫或切换呼叫到达时,首先估计当前系统剩余的带宽,然后根据不同类别业务与不同门限值进行比较,决定是否对该呼叫进行接纳。最后通过仿真对门限值的不同设定进行了比较分析。     

“沉默”的召唤——文本“沉默”魅力的解读

“沉默”作为一个文论概念,首先应是由马舍雷提出的,他针对的是文本和意识形态间的关系,强调文本意识形态的隐秘性。“沉默”是由作家设计而成的,也可能是无意而为。“沉默”本身具有否定性质,这是语言本身的有限性所致,可以说是语言符号的无奈,这势必使文学成为艺术就具有了超语言性。“沉默”以一种无限澄明的存在构建作品存在的样态,它发出的充满感召力的“召唤”吸引着读者与作者进行内在心灵的对话和沟通。“沉默”要以想象性阅读活动来诠释其内在的美质特征,从而使文本意义呈现无尽的“绵延”之态。“沉默”不是虚无,而是一种有限的遮蔽。     

论汉末士风的嬗变——从“婞直”到新人格的追求

东汉桓灵之际,党人力矫＂保身怀方＂的守节之风,在士人中掀起了一股＂婞直＂之风。但随着党锢之祸的到来,像陈寔这样的士人对＂婞直＂之风有所保留,主要据仁、德以理政、修身,想使废于上的风俗能在＂清于下＂中得到整肃。像郭林宗这样的士人则走向论道讲学与人伦识鉴,开清谈之风,让士林倾慕不已。像黄宪这样的士人则更加超脱,从坚持志操与学问中走向逃避,在独立自由的人格追求中渗进玄学新人格的因子。＂道性周全,无德而称＂的新人格成为士林之典范。     

Styling the worker: Gender and the commodification of language in the globalized service economy

This paper discusses some sociolinguistic characteristics of the speech style prescribed to workers for interacting with customers in service contexts, focusing in particular on the linguistic and vocal 'styling' prescribed for operators in telephone call centres in the U.K. Attention is drawn to the similarities between the preferred style of speech and what is popularly thought of as 'women's language'. The intensive regulation of service workers' speech and the valorization of 'feminine' communication styles are analysed in relation to changes occurring as a consequence of economic globalization.     

Coping with Time‐Varying Demand When Setting Staffing Requirements for a Service System

We review queueing‐theory methods for setting staffing requirements in service systems where customer demand varies in a predictable pattern over the day. Analyzing these systems is not straightforward, because standard queueing theory focuses on the long‐run steady‐state behavior of stationary models. We show how to adapt stationary queueing models for use in nonstationary environments so that time‐dependent performance is captured and staffing requirements can be set. Relatively little modification of straightforward stationary analysis applies in systems where service times are short and the targeted quality of service is high. When service times are moderate and the targeted quality of service is still high, time‐lag refinements can improve traditional stationary independent period‐by‐period and peak‐hour approximations. Time‐varying infinite‐server models help develop refinements, because closed‐form expressions exist for their time‐dependent behavior. More difficult cases with very long service times and other complicated features, such as end‐of‐day effects, can often be treated by a modified‐offered‐load approximation, which is based on an associated infinite‐server model. Numerical algorithms and deterministic fluid models are useful when the system is overloaded for an extensive period of time. Our discussion focuses on telephone call centers, but applications to police patrol, banking, and hospital emergency rooms are also mentioned.     

移动网络中一种呼叫接入控制方案及分析

提出了一种可变预留信道数方案,该方案计算在不同呼叫到达率下能达到最佳服务等级的预留信道数,将实时呼叫到达率反馈到系统中,呼叫接入控制针对不同的呼叫到达率设置不同的预留信道数,在新呼叫阻塞率和切换呼叫掉话率之间寻求平衡,以期达到最佳服务等级。通过对不同呼叫接入控制机制的仿真,验证了新的呼叫接入控制机制的优点。