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Prior studies have mainly attributed customer incivility to dispositional characteristics, whereas little attention has been paid to exploring service employees' role in triggering or reducing customer incivility. The purpose of the present study is to propose and test a model in which service employees' emotional labor strategies affect customer incivility via influencing customers' self-esteem threat, as well as examine the moderating role of customer's perception of service climate.

Based on a matched sample consisting of 317 employee-customer dyads in China, multiple regression analysis and indirect effect tests were employed to test our model.

The study shows that employee surface acting is positively related to customer incivility, whereas deep acting is negatively associated with customer incivility. Moreover, customer self-esteem threat mediates the relationship between both types of emotional labor and customer incivility. Customer perception of service climate moderates the relationship between deep acting and customer self-esteem threat.

The current research broadens the antecedents of customer incivility from the employee perspective and sheds more light on the role of customer self-esteem in the interactions between employees and customers. It also demonstrates a complementary relationship between service climate and individual employees' emotional labor strategies, thereby expanding the existing understanding of the management of employees' emotional labor.

This chapter reflects on our recent research into China’s soft power in international education, using Confucius Institutes as a case study. It first reveals how we have framed our research in the related field and the methodological issues concerned. It will then analyze the theories and concepts that have been taken as the lenses through which China’s soft power ideas and strategies were compared and contrasted with the theories and/or practices prevalent in the West, while highlighting their implication for the fear of the “China threat.” Finally, we will conclude with the potential areas of further research in the related area of study in the years to come. It is hoped that this chapter will contribute to the development of research in international and comparative education that helps readers to explore in-depth the causality, implication and complication of the “China threat” in the global arena.

This paper aims to explore various tensions related to the diffusion and reception of the New Qing History (NQH) in China, and more specifically, it aims at underlying a recurrent tension within the core of this debate, between a Global and a Nationalist historical narrative.

The author’s focus is to analyze various texts published in China between 2006 and 2018.

The author argues that the intensity of the current debate is partly related on the one hand, to the fact that NQH undermines various aspects of China’s Nationalist teleology and territorial claims and, on the other hand, to the basic difficulty of accepting the coexistence of various historical representations that are risking to weaken contemporary’s justifications of its rising schemes.

The text presents an original reading of some important issues raised by the NQH debate.

The purpose of this paper is to explore multilingual access in digital libraries and to present a case study of creating bilingual metadata records for the Tse-Tsung Chow Collection of Chinese Scrolls and Fan Paintings. The project, undertaken at the University of Wisconsin-Milwaukee Libraries, provides access to digital copies of calligraphic and painted Chinese scrolls and fans from the collection donated by Prof Tse-Tsung Chow (Cezong Zhou).

This paper examines the current approaches to multilingual indexing and retrieval in digital collections and presents a model of creating bilingual parallel records that combines translation with controlled vocabulary mapping.

Creating multilingual metadata records for cultural heritage materials is in an early phase of development. Bilingual metadata created through human translation and controlled vocabulary mapping represents one of the approaches to multilingual access in digital libraries. Multilingual indexing of collections of international origin addresses the linguistic needs of the target audience, connects the digitized objects to their respective cultures and contributes to richer descriptive records. The approach that relies on human translation and research can be undertaken in small-scale digitization projects of rare cultural heritage materials. Language and subject expertise are required to create bilingual metadata records.

This paper presents the results of a case study. The approach to multilingual access that involves research, and it relies on human translation that can only be undertaken in small-scale projects.

This case study of creating parallel records with a combination of translation and vocabulary mapping can be useful for designing similar bilingual digital collections.

This paper also discusses the obligations of holding institutions in undertaking digital conversion of the cultural heritage materials that originated in other countries, especially in regard to providing metadata records that reflect the language of the originating community.

The research and practice in multilingual indexing of cultural heritage materials are very limited. There are no standardized models of how to approach building multilingual digital collections. This case study presents a model of providing bilingual access and enhancing the intellectual control of cultural heritage collections.

Despite awareness of climate change for over 3 decades, per capita energy and water consumption increase and environmental impacts grow. The built environment contributes around 40% of total global greenhouse gas (GHG) emissions; action is vital. Whilst building code standards have increased, rating tools and technology to reduce energy and water consumption are developed; environmental impact grows because of human behaviour. In the tertiary education sector, student accommodation constitutes a large part of the property portfolio, contributing significant amounts of GHG emissions and environmental impact. Property Managers can educate and install systems and technologies to improve behaviour if they understand it.

This exploratory study used a questionnaire survey to explore how student's worldviews vary and the possible limitations to behaviour in respect of climate change. In total, 71 responses from international university students living in residential accommodation on campuses in Stockholm were analysed.

The results show different perceptions about the environment and actions that are needed, and this leads to different behaviours. Limited knowledge and inability to relate environmental consequences to one's own actions, effective communication and risk averse behaviour, are critical in mitigating climate change. A deeper understanding of participants worldviews and the different resulting behaviours was achieved.

This pilot study involved a small number of participants and future studies should expand participant numbers, including those with more varied backgrounds, education levels and age groups.

If property managers gain a deeper understanding the different behaviours of their residents, they can develop effective strategies to facilitate action that will lower the environment impact and GHG emissions of student accommodation.

The knowledge gained about environmental attitudes and human behaviour can help property and facility managers, policy makers and regulators to develop more effective strategies to deliver improved sustainability outcomes.

The purpose of this work is to optimize the monitoring of vibrations on dynamometric test rigs for railway brakes. This is a quite demanding application considering the continuous increase of performances of high-speed trains that involve higher testing specifications for brake pads and disks.

In this work, authors propose a mixed approach in which relatively simple finite element models are used to support the optimization of a diagnostic system that is used to monitor vibration levels and rotor-dynamical behavior of the machine. The model is calibrated with experimental data recorded on the same rig that must be identified and monitored. The whole process is optimized to not interfere with normal operations of the rig, using common inertial sensor and tools and are available as standard instrumentation for this kind of applications. So at the end all the calibration activities can be performed normally without interrupting the activities of the rig introducing additional costs due to system unavailability.

Proposed approach was able to identify in a very simple and fast way the vibrational behavior of the investigated rig, also giving precious information concerning the anisotropic behavior of supports and their damping. All these data are quite difficult to be found in technical literature because they are quite sensitive to assembly tolerances and to many other factors. Dynamometric test rigs are an important application widely diffused for both road and rail vehicles. Also proposed procedure can be easily extended and generalized to a wide value of machine with horizontal rotors.

Most of the studies in literature are referred to electrical motors or turbomachines operating with relatively slow transients and constant inertial properties. For investigated machines both these conditions are not verified, making the proposed application quite unusual and original with respect to current application. At the same time, there is a wide variety of special machines that are usually marginally covered by standard testing methodologies to which the proposed approach can be successfully extended.