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Emotion recognition is important at the workplace because it impacts a multitude of outcomes, such as performance, engagement and well-being. Emotion recognition from audio is an attractive option due to its non-obtrusive nature and availability of microphones in devices at the workplace. We describe building a classifier that analyzes the para-linguistic features of audio streams to classify them...
Agent based simulation modelers have found it difficult to build grounded fine grained simulation models of human behavior. By grounded we mean that the model elements must rest on valid observations of the real world, by fine grained we mean the ability to factor in multiple dimensions of behavior such as personality, affect and stress. In this paper, we present a set of guidelines to build such...
In this paper we present a conceptual model of employee engagement (EE). We outline various factors that influence EE. Contrary to the common practice of measuring EE by surveys and measuring EE collectively for large groups (usually corresponding to different lines of business), we propose using direct and sensed data for each individual to compute a personalized measure of EE. We show how the data...
This research develops and tests a model to examine the impact of peer-based learning on student outcomes in the context of technology-mediated learning (TML). Using a purposive sampling methodology, a survey was administered to 600 students of secondary schools in India. A sample of 443 complete responses was obtained. Results supported the key hypothesis demonstrating the impact of peer-related...
This paper develops and tests an integrated framework of provider-perceived service quality for contact center services, incorporating key dimensions of service quality identified based on literature review as well as observations and interviews with service providers in contact center services. Results of the study highlight the integrated nature of the proposed framework. Findings indicate that...
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