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Experimental Investigation on the Properties of Borneo Soft Soil Stabilized with Industrial Waste
25-37Views:356This research aims to investigate the physical and mechanical properties of soft soil stabilized using industrial wastes, namely fly ash and rice husk ash. For this purpose, 6 (six) variations in the composition of fly ash (F), lime (L), and rice husk ash (R) were prepared. The variations in sample composition are SFLR1 (F: 15%, L: 2.5%, R: 5%), SFLR2 (F: 20%, L: 2.5%, R: 5%), SFLR3 (F: 25%, L: 2.5%, R: 5%), SFLR4 (F: 15%, L: 5%, R: 10%), SFLR5 (F: 20%, L: 5%, R: 10%) and SFLR6 (F: 25%, L: 5%, R: 10%). Meanwhile, soft soil was obtained from Banjarmasin City in South Borneo. The sample's physical properties were analyzed using the Atterberg limit test. Moreover, the California Bearing Ratio (CBR) and direct share tests are conducted to assess the sample's mechanical properties. The research results can provide confidence that fly ash, lime, and rice husk ash have the potential to improve the physical and mechanical properties of Borneo soft soil. The results of the Atterberg limit test show that industrial wastes can lower the liquid limit and increase the plastic limit; thus, the soil plasticity index decreases. As for the CBR test results, the untreated soft soil bearing ratio value of 1.4% can be increased to 2.6% after being treated with industrial wastes. In addition, using industrial wastes also decreases the swelling of the soil. Moreover, it can be seen that greater use of fly ash can improve the mechanical properties of the soft soil. However, increasing the composition of lime and rice husk ash can reduce the mechanical properties of the soft soil. Based on the experimental results, it is proposed to use SFLR3 as soil stabilization mixtures.
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New Research methods of Sales-Marketing Interfaces
160-183Views:504The energy invested in research in this topic is justified by the fact that the lack of optimal integration between SM (sales-marketing) can negatively affect overall corporate efficiency. The aim of this article is to present possible research methods that can reveal the impact of selected indicators, such as information exchange, coordination, vision and communication, conflicts, on the operation of the SM interface, according to Hungarian and foreign employees of international companies, and how they affect sales and marketing collaboration between pharmaceutical companies (PMC) and non-pharmaceutical companies (NPMC). It also attempts to demonstrate how the Partial Least Square (PLS) path modeling technique can provide valuable information on the consequences of management activity, and how the methods provided by Voyant Tools provide further research through quantitative analysis of qualitative data on the marketing sales interface (SMI), they can open up opportunities. The PLS-PM modeling technique was used to explore the relationships between the selected factors and possible hidden variables. These results clearly demonstrate that there are factors that influence SM collaboration that operate differently in PMCs and NPMCs, and that nationality differences can have a significant impact on how employees evaluate factors that affect SM collaboration. Of the methods we selected by Voyant Tools, the t-SNE (t-Distributed Stochastic Neighbour Embedding) tool proved to be the most sophisticated analysis, allowing the deepest analyzes by exploring relationships between groups of terms. -
Effect of the Flow Curve Determination on the Thinning of Drawn Parts
16-25Views:261This study presents the results of finite element simulations based on different variations of the flow curve of DC04 automotive thin sheet. The aim of our research is to investigate how different flow curve equations affect the variation of sheet thickness in cup drawing tests. In order to exclude other influencing factors in the experiment, both the sheet material and the geometric properties of the specimen, as well as the external state factors were considered to be the same in all cases. The finite element simulations were performed using Simufact 2021.1 software. Our results shows that there are no significant differences in wall thicknesses until we reach the zone of double necking, where essential differences are observed.
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The Dunning–Kruger Effect in Knowledge Management Examination of BSc Level Business Students
14-21Views:437The Dunning-Kruger effect (DKE) in higher education evaluation is one of the current research areas of psychology, educational science, and management science (in our case). Its importance is that the less prepared one is, the less accurately one can judge what performance is expected of him. What is more, he will err more and will overestimate himself. The present study aims better to understand the phenomenon with new, small-sample empirical results. The study is part of a research series that has been ongoing at the University of Debrecen since 2015. It not only quantitatively expands the literature but also includes the course of Knowledge Management among those examined. During the research, students were asked both before the examination (N = 63) and after the examination (N = 76) to guess how many points they would achieve on a multiple-choice test. It supports the presence of DKE, both in the case of pre-examination and post-examination self-evaluations. Using four multivariate linear regression models, we examined whether the sign value or absolute value of the errors made during the guesses show a correlation - in addition to the available control variables - with the test score. Our results showed that the more accurate the pre-examination and post-examination estimations were, the higher the students' actual score was, while the less they tended to overestimate their preparation. This supports the presence of DKE, both in the case of pre-exam and post-exam self-evaluation.
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Digitalization Trends and Their Possible Implications to SME Performance: Comparative Study Between Hungary and Azerbaijan
1-13Views:333This comparative research intends to find similarities and differences in the digitalization level of Hungary and Azerbaijan. Following the state of art in digitalization, further focus is on the digitalization of small and medium enterprises in both countries. The secondary research is done through several international reports and databases collected for years 2018-2022, depending on the availability. The comparison is performed based on four subcategories of digitization areas defined by the European Commission. The study holds its uniqueness due to the absence of comparative research between the mentioned two countries and the indicators used. The results contribute to the awareness, existing knowledge and provide future research insights into digitalization trends of both countries.
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The Role of Quality 4.0 in Business Process Management: a Bibliometric Study
1-20Views:138Quality 4.0 builds on the principles of Industry 4.0 to improve quality management. Integrating Quality 4.0 into Business Process Management (BPM) examines how digital technologies enhance process efficiency and innovation. The main research question is how Quality 4.0 can be aligned with existing BPM frameworks and how the digital transformation of traditional quality management techniques facilitates efficiency. A bibliometric analysis was conducted using the Scopus database, employing keyword analysis, link mining techniques, and network mapping to identify research trends and gaps. The results show the main directions of research on integrating Quality 4.0 and BPM and highlight implementation barriers such as organizational resistance and the need for strategic alignment. The study also suggests directions for future investigation, including the development of standardized frameworks for evaluating digital BPM outcomes and exploring emerging debates around human-centric, sustainable, and resilient approaches reflected in Industry 5.0 and Quality 5.0.
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The Importance of Continuous Organizational Project Risk Management and the Value of Project Management Certificates in the Customers’ Eyes
51-68Views:747In an increasingly complex and volatile business environment, organizational project risk management plays a critical role in determining the chances of project success. Project management has become a common tool in the hands of large organizations for executing development and improving their production cycles in a more carefully planned way. However, the future is often hard to predict, and unexpected events may occur which could have been avoided with the use of the right tools and mindset. This comprehensive research study aims to showcase the importance of continuous risk management in organizations and highlight how risk management contributes to successful project outcomes. By synthesizing information from 59 high-quality publications from Scopus and Web of Science, the research describes various risk mitigation methodologies used across diverse fields, and explores potential obstacles faced by project managers when executing risk management strategies. The primary research of the study builds upon a survey conducted with 181 experienced project managers across various industries to gain deeper insights into their risk management approaches and the constraints they may encounter. Additionally, the study seeks to analyse the value of obtaining project management certificates in relationship with led projects’ length and budget. Employing SPSS, the research presents descriptive statistics, regression, and correlation calculations to further analyse the data gathered. The aim of the research is to draw attention to the significance of continuous risk management, propose effective methodologies, identify and mitigate potential challenges, and shed light on the potential benefits of having certifications in the field of project management. This study aims to present valuable knowledge for both researchers and organizations striving to better understand the field of project risk management strategies through the systematic literature review and quantitative research results presented.
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Digitalization Process by Agricultural Companies, or the Results of a Questionnaire Survey
625-636Views:351The term “information society” first appeared in Japanese social science in the early 1960s (Z. Karvalics, 2007). The interpretation of the concept has undergone significant changes over the past decades, showing that dynamically developing societies, which are undergoing constant changes due to the rapid development of information, information management and the dynamism of the digital world. The close relationship and connection between information and information technology has become a fundamental factor in the societies of today, the organizations life, which generates inevitable, sometimes serious debates and profound changes. Economic operators must necessarily be resilient to technological change. We should think of the time of the Industrial Revolution, when modern weaving machines flooded the factories. Otherwise, a resilient organization will not survive in an evolving and ever-changing dynamic economic environment. Of course, this is true of agriculture as well, just as it is for other sectors of the national economy. On the one hand, my assumption on the basis of which my questionnaire was compiled was that enterprise management systems are increasingly used by enterprises in agriculture due to the diversification of activities. At the same time, I assumed that the size of a business could influence the use of information technology (hereinafter IT), so I hoped that my research would provide reliable data on this as well.
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Food Industry 4.0 Readiness in Hungary
1-12Views:447In terms of production value, the food industry is the third-largest in Hungary, the first in Hungary in terms of the number of employees, and the first in Europe in the processing industry, as well as a significant user of resources. The research examined the state of art of digitalization readiness, focusing on I4.0 technologies, which supports the management to operate more efficiently the enterprise and to make better decisions. So the focus was on integrated enterprise information systems, management support systems, business intelligence systems, industry 4.0 technologies, and issues related to their application. The analysis based on an online questionnaire survey the request sent to 4.600 enterprises, the response rate was 5% which was representative of the branches of production, covered the Hungarian food and beverage manufacturing sectors in 2019. The companies were asked the most critical technologies in development, going towards Industry 4.0. The research tools were LimeSurvey, Mailing List Server, Excel, Power BI (Desktop, Publishing Server to distribute the results). The used analysing methods were making calculations, pivot tables, models, dasboards. We found that a significant portion of businesses, 78 %, use mobile devices in the manufacturing process. The three most relevant digital technologies are geolocating (GPS, GNSS), cloud computing, and sensor technology. The current level of digitalization and integration cannot be said to be high, but respondents are very optimistic about expectations. Improvements are expected in all areas in the next 2-3 years in terms of digitalisation and integration. Vertical integration involves, first and foremost, cooperation with partners in the supply chain. Horizontal integration means close, real-time connectivity and collaboration within the company. Unfortunately, between 6% and 15% of SMEs (approximately 9% on average) and large enterprises, 36% have a digital strategy. According to the survey, the sector needs significant improvement and creating a digitalization strategy.
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A Domestic Investigation of Online Banking
22-32Views:497Nowadays, the spread of digitalization is constantly increasing. The current rising generation is already a “digital native”. As part of digitalisation, mention should be made of the Internet, which has been given a prominent role in our daily lives. We search for information on the Internet, we communicate, we buy. Due to these factors and the pandemic in 2020, internet administration has become a priority. Banks need to constantly adapt to meet their needs, promoting convenient, home banking. In the course of our research, we focused on this continuous adaptation and the resulting improvements. The research focused on the Internet and mobile banks of large Hungarian banks. Sampling took place over 2 periods. Among the primary research tools, we chose document analysis, and netnography. In the research, we compared the functions available on the platforms, the consumer perception of mobile banks and other variables. Based on the results obtained during the research, it can be stated that domestic banks are constantly developing their application along different trends and trying to adapt to changing needs. Serious changes had to be made in the mobile banks of most large banks, even with the permanent elimination of their former mobile banks. Changes can have a strong impact on consumers, who are often more likely to have a negative view of them. Digitalisation is also particularly important in this sector. The study contains the details of the course work prepared for the Scientific Students’ Associations Conference.
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What Drives Capital Financing in Europe? Evidence from Listed Firms in Germany
14-31Views:409This article analyzed the factors that affect the capital financing of German non-financial corporations listed on the German Stock Exchange from 2017 to 2021. By applying a panel data regression model and the Generalized Least Squares (GLS) approach, the results show that the debt-to-assets ratio, equity multiplier, and long-term debt ratio are significantly impacted negatively by profitability as determined by the assets return. Firm size is positively correlated with both the equity multiplier and the long-term debt ratio, suggesting that larger companies use more long-term debt. Growth has a significant positive impact on the equity multiplier and long-term debt ratio but has little influence on the debt-to-assets ratio. Long-term debt is unaffected by liquidity, although the debt-to-assets ratio and equity multiplier are adversely impacted. The GMM method is used during the robustness check, and the findings are consistent with the major GLS findings. These results highlight how important firm-specific factors are in influencing choices about financial structure. The results of this research may be used as a guide for companies operating in Europe and offer valuable information about how to optimize capital structures in various financial contexts. Policymakers could also use the results of this investigation as a reference for creating financial laws and regulations that facilitate non-financial enterprises' access to financing and effective capital allocation.
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Extreme Sports Consumption Implications from a Re-search
135-145Views:927Nowadays, more and more research focuses on recreational sports consumption, its motivational background, the determination of target group characteristics. Extreme sports are becoming more and more prominent in leisure sports and are increasingly represented in competitive sports. In our research, we are dealing with Extreme Sports Consumption, Questionnaires were collected in the form of a Google Survey, an online questionnaire survey, which was divided into groups of people who focused on individuals with a variety of social media and targeted extreme sport interests. Data was processed using IBM SPSS software, basic statistics and correlation analysis. Our results were also graphically illustrated. After data deletion, we processed 167 questionnaires. The results show that men prefer extreme sports. Our study shows that in Hungary, the most popular recreational extreme sports are cross cycling, rock climbing, mountain bike, paintball and skateboarding. Among young people with higher incomes, there is a significantly higher proportion of extreme sports consumption. Because expensive sport thus assumes higher discrepancies in income and higher spending propensity, which is confirmed by our research. The brand selection of sports equipment for young adults with extreme sports is not characterized by extreme sports-specific brands, but by classic market-leading sports brands (Nike, Adidas).
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Floorball position and passive sports consumption in the light of a study
142-157Views:339Research and studies done on floorbal is usually associated with medical studies, however the research and analisys of other fields peakd little interest.Thus, the aim of the study was to present the situation of floorball in Hungary and to examine the opinion of passive sports consumers about the sport. Within this we deal with the competition system of our country and the organizational structure of the federation. In our primary research, from a viewer perspective, we were interviewed as passive consumers in a questionnaire survey about their relationship to floorball. In the questionnaire we discussed whether they had ever met this sport and whether they had seen it or what attracted them to the match. We also tested their willingness to pay. The results were compared with the opinion of one of the domestic leaders of the sport, which in many cases agreed with the results. The questionnaire was completed by 153 people, more than 95% of whom had heard of the sport and most had the opportunity to become familiar with floorball at primary school. 65% of those surveyed have already seen a live floorball match that they have mostly played with friends / acquaintances. This young sport can become more and more popular among young people, not only as a complementary sport.
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The Appearance of Dark Triad Among University Students
579-588Views:399In recent decades, the examination of the so called “Dark Triad” – narcissism Machiavellianism and psychopathy – occupies a prominent place in personality research. These socially undesirable characteristics, which, to some extent are present in everybody, can play an important role in the workplace. Dark Triad members are those, according to the literature who are strong in all three features. In my paper I will present the results of a study I conducted among the students of University of Debrecen Faculty of Economics and Business. I analyse the Dark Triad characteristics of students with the help of a validated measure the Dirty Dozen. In my research I try to find answer to what extent these personality traits appear in the examined sample? Is there any difference depending on the background variables (age, sex, educational programme ...)? Are my results consistent with those described in international research?
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A Literature Review: Artificial Intelligence Impact on the Recruitment Process
108-119Views:20868This paper aim is to review the implementation of artificial intelligence (AI) in the Human Resources Management (HRM) recruitment processes. A systematic review was adopted in which academic papers, magazine articles as well as high rated websites with related fields were checked. The findings of this study should contribute to the general understanding of the impact of AI on the HRM recruitment process. It was impossible to track and cover all topics related to the subject. However, the research methodology used seems to be reasonable and acceptable as it covers a good number of articles which are related to the core subject area. The results and findings were almost clear that using AI is advantages in the area of recruitment as technology can serve best in this area. Moreover, time, efforts, and boring daily tasks are transformed to be computerized which makes a good space for humans to focus on more important subjects related to boosting performance and development. Acquiring automation and cognitive insights as well as cognitive engagement in the recruitment process would make it possible for systems to work similarly to the human brain in terms of data analysis and the ability to build an effective systematic engagement to process the data in an unbiased, efficient and fast way.
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Labour Economics - From the Technological Development Perspective
98-108Views:203The impact of technological advancements on the labor market and innovation processes is a critically important research area. The aim of this study is to examine the emergence and frequency of technological innovations in scientific publications, with a particular focus on the Journal of Labour Economics from 2000 to 2020. The research employs content analysis methods, searching for eight different terms and expressions related to technological development (e.g., technology, artificial intelligence, machine learning) across 1405 articles. The study also analyzes the number of occurrences and annual publication trends of these terms. A total of 9469 instances were identified, indicating that in 64,7% of the cases, at least one technological term appeared. An analysis of annual trends reveals an increase in the usage of certain keywords (technology, artificial intelligence, and machine learning). In a smaller subset of articles, only 1%, technological terms were mentioned at least 50 times. The results suggest that although the topic of technological development plays a significant role in labor market research, the frequency of its appearance and the depth of analysis vary considerably. The increase in the appearance of technological terms is predominantly observed in the fields of artificial intelligence and machine learning. These findings are specific to a single journal, indicating the need for further research involving other labor market journals to ensure representativeness.
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Generational Transfer Among Family Businesses on the Fields of Reputation and Organizational Culture – Research Plan
102-108Views:198Aim: The aim of this paper is to generally introduce the topic, themes and relevance of the research on which my PhD thesis will be based. The research will focus on change of generations among Hungarian family businesses and deals with changes of leadership, organizational culture and core values, related to the management/owner succession. The research needs to apply knowledge from four disciplines ‒ PR, organizational culture, economic (family businesses) and leadership ‒ so it is multidisciplinary in nature. Following a current step of the research-process will be presented.
Methodology: The Family Business Barometer results were applied for gaining information about the plans related to the future, generations, and so on of European Family Businesses. Then three Hungarian family businesses were interviewed in the frame of a panel-discussion organized by the Commercial and Industry Chamber in Győr-MosonSopron County. These three family businesses were the Borsodi Műhely, the Biotextima and the Leier.
Findings: All in all between 2013 and 2016 most of the family businesses seemed to be confident about the future. In this aspect just a few family businesses were neutral in this time period. Unfortunately, there were family businesses who had a negative attitude for the future. The deliberate and detailed planning of the handover, the selection of a determined date for handover, the determination of the older generation to really do not interfere in affairs, the cohesive role of the family, family activities, the support from the family could lead to the effective change of generations.
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Entrepreneurial Climate – Management of Women's Entrepreneurship
69-74Views:201Entrepreneurship, which people can have without formal economic education, is a tendency acquired through upbringing in the family, competition in school, implies risk and constant self-affirmation through the acquisition of profits and losses, so that it represents the sum of successes and failures, victory and defeat. In the last thirty years, female entrepreneurship has been developing more and more, especially in less developed countries, the reason for such growth is primarily reflected in the promotion of equality between men and women, the right to education, and the development of democracy. Female entrepreneurship is a significant factor in economic development, so the national economy becomes richer. The subject of this research are the entrepreneurial climate in the Balkans compared to the world in terms of female entrepreneurship, what is the role of the family in starting a small business, as well as its survival and growth. In the study the results of previous research in this area. The research method is based on a comparative analysis of studies dealing with this problem from the territory of Balkans. It can be concluded that in the Balkans, female entrepreneurship is still in its infancy, it is about a very small percentage of female entrepreneurs, although according to research, it is evident that there has been no major progress in the last 15 years. Recommendation In the countries of the Balkans, there is a good entrepreneurial climate for the development of female entrepreneurship, especially because women can work from home, and in the future it is necessary to go in this direction.
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Price Analysis Practices in the Pig Sector
1-12Views:251The analysis of sales prices has become a particularly important topic in pig production research, including statistical analysis. With globalisation, we can say that today we are talking about a sector constantly exposed to the effects of the world market. It is also worth pointing out that, compared with other sectors, the impact of external regulation and influence is less pronounced. Thus, the aim of the present research was to identify the journal articles published on the subject of price analysis and, on the basis of these, to establish the correlation with the methodologies often used. It examines the spatial location of price analysis. The results obtained show that the practice of price analysis is mainly carried out in the context of market leading countries, usually on the basis of a cross product chain issue. The research shows the emergence in recent years of increasingly sophisticated methodologies that allow more accurate conclusions to be drawn, while also facilitating planning from a practical point of view.
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„Forradalmi” változások a menedzsment területén
1-15Views:237Development of the Science and practical application of the results created big changes in the nontradicional areas too. The „Health industry” was developed. The results of the physics, chemistry, biology and mikroelektronics etc. helped to develop some new methods of diagnosis, operation etc. The „money industry” was developed too. Our opinion is, that the most important cause of the economic crisis is a non regulated well of the „money industry”. The „knowledge industry” was developed too. The „knowledge industry” contains all level of teaching and Research + Development + Innovation. Our analyze shows that the Innovation is the most important factor of the economic Development of Society. The new scientific results created big changes in area of the Management. The „Management Science” was developed as an independent area. Some management specialists developed some management methods (eg. Value Analysis, Risk Management, TRIZ, Lean methods etc.) for efficient allocation of sources.
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Functional Character of the Performance Management
1-14Views:472Performance management is a complex system, researching its modifying factors and elements, using the research results may significantly improve the success of the operation of organizations. Performance management functions are the followings: planning performance, developing measuring tools, communicating expectations, monitoring and quantifying performance, performance appraisal, feedback on performance, communicating personnel decisions, developments based on results. Along these task groups researches may be carried out separately or by aggregating several of them, in this way certain sub-fields of performance management may be investigated in a more detailed way. In my research the characteristics of performance management systems operating in profit-oriented organizations were examined from the aspect of the management.
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The Landscape of Civil Society Organizations in the Economy of Kosovo
334-343Views:420Civil society organizations (CSOs) in the scientific literature have been studied broadly from various aspects such as cultural, political, social and economic. But as far as the last one is concerned, there is still a research gap because there is a lack of study about their contribution to economies under development, such as Kosovo, and which must be filled because of its importance. This paper tends to analyze the present situation of CSOs in Kosovo and their potential contribution to economic activity. Highlighting the activities, the structure and the place of these organizations in the economy will be the approach, in the beginning, to pave the way for further study of specific areas related to them. The methodology established contains analyses of secondary sources that are done by using data from the Ministry of Public Administration of Kosovo, Kosovar Index of Civil Society which is a regular report of the Kosovar Civil Society Foundation (KCSF), and other supplementary data. However, this will proceed after the scientific conceptual issues of CSOs and their place within the economy. Finally, the results show that civil society in Kosovo is very diverse with organizations in different sectors, and the economic activity sector consists of mostly agricultural NGOs. In transition countries, CSOs are seen as an alternative that improves a particular sector. Thus far, there are over 10,000 organizations established in Kosovo, but relative studies suggest only 1000 to be active. Furthermore, their activity and contribution to economic development is little known so far, while the main problem of the economy remains unemployment.
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Roguelike Games: The Way We Play
80-92Views:2758The spread of the gameable personal computers and game consoles resulted in the diversification of the video game genre, and from the 7th generation of the gaming consoles, the experience support of the games became largely enhanced. These games are now consumable owing to their resolution, the content, the plots are so fascinating so that they tie the gamer to the seat. Gamers seek experiences in the games. Still, such a special genre called roguelike was established, which is characterized by the constant termination of this world of experience in such a way that the gamer, as a results of the high level of difficulty, is obliged to start the game again and again. These new genre games are now leading titles of the new generation consoles, such as Demon’s Souls or the Returnal, gaining huge role in the introduction and sale of the new gaming console PS5. This study aims to reveal specifications of this genre, moreover, aims to describe through empirical research how gamers relate to it, and whether features of these games contribute to the devotion to them or lead to the disappointment from this world of experience.
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Social Innovation for the Welfare of the Community
480-494Views:227The aim of the study is to highlight the focal points that are potentially activating factors in social innovation efforts in the most disadvantaged areas. The study examines certain social initiatives in the Nyírbátor district, with particular emphasis on the efforts promoting community welfare. The study primarily presents the results of qualitative interviews as part of a doctoral research. The examined cases play an important role in the management of the unfavourable processes in the region, and their adaptation as good practice can support the catching-up process. The study identifies the main groups of aspects that, in addition to structuring the case descriptions, also facilitate comparability of good practice. Documentation based on defined criteria supports the adaptation process, which is critical to the successful implementation of social innovation efforts.
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Enhancing Customer Experience in Car Servicing: Insights from Indian Markets
113-123Views:219This descriptive research has attempted to assess customers' satisfaction with services offered by car servicing firms in India. The researcher administered a structured questionnaire to 300 company customers, selected using the Systematic Random Sampling technique. Data collected were analyzed using SPSS, applying the analytical tools of Frequency, Percentage, Mean, factor analysis, cluster analysis, Chi-square and Correspondence Analysis. Results of the study have revealed that the caring nature of servicing staff, the quality of services and service personnel, and the convenience and comfort offered to customers have been identified as the most important factors affecting customer satisfaction.
