as factors. The experimental variables measured were chosen from the main characteristics that describe unmoulded chocolate. A complete
second-order model was fitted to the experimental data. The most significant coefficients were that of energy consumption, iron
content and particle size. Optimization consists in a bound minimization of refining time using the desirability function. Before experiments,
working conditions were 70 rpm for as and 55 min for rt. The optimum conditions calculated by optimization were as follows:
58 rpm for as and 38.5 min for rt. The new working conditions identified for the ball mill considered enabled to rise output from 109 kg/h
to 156 kg/h, with a 43% increase in productivity. A control experiment carried out in the optimized conditions to corroborate the results
obtained, confirmed calculated expectations of response variables.
Keywords: Chocolate; Ball mill refiner; Experimental design; Optimization; Desirability function
1. Introduction
The current European legislation (Dir. 2000/36/CE; UE,

2000) designates chocolate as the product obtained from
cocoa products and sugars, which contains not less than
35% total dry cocoa solids, including not less than 18%
cocoa butter and not less than 14% dry non-fat cocoa
solids.
The most traditional methods of chocolate-making are
based on the mixing of ingredients, grinding by roll refiners
(refining phase), conching, and tempering. Above all, conching
is carried out in order to remove moisture and undesirable
flavours while developing the pleasant ones. In
addition, since the previous grinding process will have created

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many new surfaces not yet covered with fat, the conching
phase coats these new surfaces and improves the flow
properties (Beckett, 1999). The tempering process is a technique
of controlled crystallization that is necessary to
induce the most stable solid form of cocoa butter (which
is a polymorphic fat) in the finished product (Talbot,
1999). Chocolate refining depends on product type (milk,
dark or compound), on process (crumb vs. milk powder)
and on ingredients (granulated or powder sugar). Grinding
operations may be evaluated on the basis of their costs
(capital, maintenance and energy) and the characteristics
with which they provide the product (particle size distribution,
particle shape and minimization of contamination).
The choice of equipment for size reduction depends on

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Social media technology
This study examines how social media technology usage and customer-centricmanagement systems contribute
to a firm-level capability of social customer relationship management (CRM). Drawing from the literature in
marketing, information systems, and strategic management, the first contribution of this study is the conceptualization

and measurement of social CRM capability. The second key contribution is the examination of how
social CRM capability is influenced by both customer-centric management systems and social media technologies.
These two resources are found to have an interactive effect on the formation of a firm-level capability
that is shown to positively relate to customer relationship performance. The study analyzes data from 308
organizations using a structural equation modeling approach.
1. Introduction
Much like marketing managers in the late 1990s through early
2000s, who participated in the widespread deployment of customer
relationship management (CRM) technologies, today’s managers are
charged with integrating nascent technologies – namely, social media
applications – with existing systems and processes to develop new
capabilities that foster stronger relationshipswith customers. Thismerger
of existing CRM systems with socialmedia technology has given way
to a new concept of CRM that incorporates a more collaborative and
network-focused approach to managing customer relationships. The
term social CRM has recently emerged to describe this new way of
developing and maintaining customer relationships (Greenberg,
2010). Marketing scholars have defined social CRM as the integration
of customer-facing activities, including processes, systems, and

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technologies, with emergent social media applications to engage
customers in collaborative conversations and enhance customer relationships
(Greenberg, 2010; Trainor, 2012). Organizations are recognizing
the potential of social CRM and havemade considerable investments
in social CRMtechnology over the past two years. According to Sarner et
al. (2011), spending in social CRM technology increased by more than
40% in 2010 and is expected to exceed $1 billion by 2013.
Despite the current hype surrounding social media applications,
the efficacy of social CRM technology remains largely unknown and
underexplored. Several questions remain unanswered, such as: 1) Can
social CRM increase customer retention and loyalty? 2) How do social
CRM technologies contribute to firm outcomes? 3)What role is played
by CRM processes and technologies? As a result, companies are largely
left to experiment with their social application implementations

مقاله ISI با ترجمه فارسی :الگوریتم های تکاملی برای بهینه سازی چند موردی

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there are always differences in viewpoints, ideas, and opinions about
the content of tasks being performed, which is a type of interpersonal
conflict: task conflict (Reid, Pullins, Plank, & Buehrer, 2004). Although
extant research has reported that effective communication helps

resolve disputes, which negatively affect the buyer’s perceived conflict
(e.g. Sanzo et al., 2003; Sanzo et al., 2007; Sharma & Patterson, 1999),

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it does not mean that high level of effective communication is always
accompanied by low level of task conflict. For example, Zaheer et al.
(1998) argue that “boundary spanners are more likely to confront
trusted counterparts with ‘harsh truths’ than those they do not trust”.