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Analysis of Second-Order Effect in Frame 被引量:1
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作者 毕继红 丛蓉 张利华 《Transactions of Tianjin University》 EI CAS 2004年第1期16-18,共3页
The second order effect is the interaction between the vertical load and the deformation in a vertically forced element. In order to deduce a more brief but practical method, which has considered the second order effe... The second order effect is the interaction between the vertical load and the deformation in a vertically forced element. In order to deduce a more brief but practical method, which has considered the second order effect in a sway frame, some factors which affect the second order deformation in a sway frame should be generalized based on a more accurate method. Nonlinear finite element is adopted in this paper, and according to this theory, a program, which can calculate the inner force and the deformation of the sway frame considering the second order effects is coded. 展开更多
关键词 sway frame second order effect geometric nonlinear
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Horizontal dynamic response of a large-diameter pipe pile considering the second-order effect of axial force 被引量:2
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作者 Luan Lubao Ding Xuanming +2 位作者 Zhou Wei Zheng Changjie Qu Liming 《Earthquake Engineering and Engineering Vibration》 SCIE EI CSCD 2018年第3期567-579,共13页
The second-order effect of axial force on horizontal vibrating characteristics of a large-diameter pipe pile is theoretically investigated.Governing equations of the pile-soil system are established based on elastodyn... The second-order effect of axial force on horizontal vibrating characteristics of a large-diameter pipe pile is theoretically investigated.Governing equations of the pile-soil system are established based on elastodynamics.Threedimensional wave equations of soil are decoupled through differential transformation and variable separation.Consequently,expressions of soil displacements and horizontal resistances can be obtained.An analytical solution of the pile is derived based on continuity conditions between the pile and soil,subsequently from which expressions of the complex impedances are deduced.Analyses are carried out to examine the second-order effect of axial force on the horizontal vibrating behavior of the pipe pile.Some conclusions can be summarized as follows: stiffness and damping factors are decreased with the application of axial force on the pile head; distributions of the pile horizontal displacement and rotation angle are regenerated due to the second-order effect of the applied axial force; and redistributions of the bending moment and shearing force occur due to the second-order effect of the applied axial force. 展开更多
关键词 axial force second-order effect horizontal vibration pipe pile analytical solution
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THE GENERAL SOLUTION OF SECOND ORDER EFFECTS IN ELASTIC HALF-SPACE ACTED UPON BY A NON-UNIFORM SHEAR LOAD
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作者 刘又文 郭建林 《Applied Mathematics and Mechanics(English Edition)》 SCIE EI 1997年第4期365-380,共16页
This paper is a continuation of [1]. A closed form solution to the second order elasticity problem, when an isotropic compressible elastic half-space undergoes a deformation owing to a non-uniformly distributed shear ... This paper is a continuation of [1]. A closed form solution to the second order elasticity problem, when an isotropic compressible elastic half-space undergoes a deformation owing to a non-uniformly distributed shear load, is presented. The method of integral transform is employed to determine the solutions. 展开更多
关键词 elastic half-space shear load second order elasticity effects integral transform
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THE ILLUSTRATION CALCULATIONS OF SECOND ORDER EFFECTS IN ELASTIC HALF-SPACE ACTED UPON BY A NON-UNIFORM SHEAR LOAD
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作者 刘又文 郭建林 《Applied Mathematics and Mechanics(English Edition)》 SCIE EI 1997年第6期563-570,共8页
This paper is a continuation of [1]. An example is discussed in derail to illustrate the second order effects. Numerical calculations for the second order elastic material for the z-direction displacement and the stre... This paper is a continuation of [1]. An example is discussed in derail to illustrate the second order effects. Numerical calculations for the second order elastic material for the z-direction displacement and the stress t(rz) are carried out. It is found that the second order effect is to reduce z-direction displacement and to decrease t(rz)inside the circle but to increase its value outside the circle. 展开更多
关键词 elastic half-space shear load second order elasticity effects integral transform
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Higher-order effects on self-similar parabolic pulse in the microstructured fibre amplifier 被引量:1
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作者 刘伟慈 徐文成 +3 位作者 冯杰 陈伟成 李书贤 刘颂豪 《Chinese Physics B》 SCIE EI CAS CSCD 2008年第3期1025-1028,共4页
By considering higher-order effects, the properties of self-similar parabolic pulses propagating in the microstructured fibre amplifier with a normal group-velocity dispersion have been investigated. The numerical res... By considering higher-order effects, the properties of self-similar parabolic pulses propagating in the microstructured fibre amplifier with a normal group-velocity dispersion have been investigated. The numerical results indicate that the higher-order effects can badly distort self-similar parabolic pulse shape and optical spectrum, and at the same time the peak shift and oscillation appear, while the pulse still reveals highly linear chirp but grows into asymmetry. The influence of different higher-order effects on self-similar parabolic pulse propagation has been analysed. It shows that the self-steepening plays a more important role. We can manipulate the geometrical parameters of the microstructured fibre amplifier to gain a suitable dispersion and nonlinearity coefficient which will keep high-quality self-similar parabolic pulse propagation. These results are significant for the further study of self-similar parabolic pulse propagation. 展开更多
关键词 self-similar parabolic pulse microstructured fibre amplifier higher-order dispersion nonlinear effect
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Nanomaterials Synthesis and Effect of Granular Disorders on Electrical Behavior of Lanthanum Manganites
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作者 Avneesh Anshul S.S. Amritphale +1 位作者 Sarabjeet Kaur Renu Hada 《Journal of Materials Science & Technology》 SCIE EI CAS CSCD 2011年第8期691-695,共5页
Comprehensive investigation on the synthesis and electrical transport behaviors of polycrystalline samples of lanthanum manganite due to static disorder was reported. The process parameters were optimized for differen... Comprehensive investigation on the synthesis and electrical transport behaviors of polycrystalline samples of lanthanum manganite due to static disorder was reported. The process parameters were optimized for different batches to yield variable grain sizes. Different sintering conditions and technique like thermal cycling were employed to obtain better grain packing density. The liquid nitrogen and air quenching of the samples were carried out to restrict the grain growth with well defused grain boundary. Variable grain habits and sizes were synthesized by standard solid-state reaction and modified sol-gel synthesis routes. Large variation of grain size, connectivity and packing was observed by varying sintering temperature and synthesis technique. The process dependent grain sizes were observed in the wide range from 20 nm to 1.5 μm by transmission and scanning electron microscopy, The variations in residual resistivity as well as metal-insulator transitions are observed. The observed data were analyzed on the basis of contributions from various dynamic interactions and static disorders. 展开更多
关键词 order-disorder effect SINTERING MANGANITES
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基于Ordered Probit模型的人车冲突安全影响因素研究 被引量:1
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作者 裴玉龙 杜小敏 沈威宇 《中国安全生产科学技术》 CAS CSCD 北大核心 2024年第3期181-187,共7页
为探究和定量分析人车冲突严重程度的影响因素,通过采集3个信号交叉口的人车冲突视频数据,利用T-Analyst标定人车轨迹并计算冲突指标(PET),采用85%位累计频率曲线法划分人车冲突等级;从人、车、路及环境特征中选取10个因素作为变量,构建... 为探究和定量分析人车冲突严重程度的影响因素,通过采集3个信号交叉口的人车冲突视频数据,利用T-Analyst标定人车轨迹并计算冲突指标(PET),采用85%位累计频率曲线法划分人车冲突等级;从人、车、路及环境特征中选取10个因素作为变量,构建Ordered Probit模型,以确立人车冲突严重程度的显著影响因素,并通过边际效应定量分析不同显著因素的影响程度。研究结果表明:行人闯红灯情况、年龄、行人交通量、人行道占用情况、人行道起点终点、车辆速度变化及车流量是人车冲突严重程度的显著因素,相较于各自参考量,行人闯红灯、车辆加速通过冲突点、人行道起点及老年人造成严重冲突的概率分别增加8.2%,5.9%,5.1%,4.4%;相较于低流量的交通流,较高流量的车流和行人交通流使得严重冲突的概率分别增加3.7%,2.5%,但人行道占用使得严重冲突的概率下降6.8%。研究结果可为信号交叉口行人过街交通安全设施的设计和实施提供理论依据。 展开更多
关键词 信号交叉口 行人安全 人车冲突严重度 ordered Probit模型 边际效应
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Ordering effects of cholesterol on sphingomyelin monolayers investigated by high-resolution broadband sum-frequency generation vibrational spectroscopy 被引量:1
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作者 Yiyi Li Rongjuan Feng +3 位作者 Lu Lin Minghua Liu Yuan Guo Zhen Zhang 《Chinese Chemical Letters》 SCIE CAS CSCD 2018年第3期357-360,共4页
This report investigated the ordering of the alky chain of sphingomyelin (SMs) monolayers induced by cholesterol at the air/water interface using high-resolution broadband sum frequency generation vibrational spectr... This report investigated the ordering of the alky chain of sphingomyelin (SMs) monolayers induced by cholesterol at the air/water interface using high-resolution broadband sum frequency generation vibrational spectroscopy (HR-BB-SFG-VS). The SFG spectra of the three nature sphingomyelin/cholesterol mixture monolayers with two concentrations of the cholesterol at the air/water interface are performed under different polarization combination. A new resolved CH2 symmetric stretching (d+, ~2834 cm-1) and the CH3 symmetric stretching (r+, ~2874 cm-1) mode are applied to characterize the conformational order in the sphingomyelin/cholesterol mixture monolayers. It was found that the cholesterol make the sphingosine backbones more conformational order. During this process, the conformational order of the N-linked acyl chain remains unaltered. Moreover, the sphingosine backbones of SMs have much larger contributions to gauche defects of SMs than one in the N-linked acyl chain. These results presented here not only shed lights on understanding of the interactions of sphingomyelin molecules with cholesterol molecules at interface but also demonstrates the ability of HR-BB-SFG to probe such complicated molecular systems. 展开更多
关键词 Sphingomyelin Cholesterol ordering effect Air/liquid interface High-resolution broadband sum frequency generation Vibrational spectroscopy
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An 8-Connected Chiral Lanthanide Metal-organic Framework Constructed from Naturally Camphoric Acid:Crystal Structure,Vibrational Circular Dichroism Spectroscopy and Second-order Nonlinear Optical Effect 被引量:2
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作者 梁晓强 吴涛 樊增禄 《Chinese Journal of Structural Chemistry》 SCIE CAS CSCD 2016年第11期1736-1744,共9页
A chiral lanthanide metal-organic framework based on enantiopure camphoric acid (D-H2cam), [Nd3(D-cam)8(H2O)4Cl]n (1), has been synthesized and characterized by single-crystal X-ray structural analysis, elemen... A chiral lanthanide metal-organic framework based on enantiopure camphoric acid (D-H2cam), [Nd3(D-cam)8(H2O)4Cl]n (1), has been synthesized and characterized by single-crystal X-ray structural analysis, elemental analysis, IR, thermal gravimetric, and X-ray powder diffraction. Crystal data for the title compound are as follows: orthorhombic system, space group P212121 with a = 13.8287(7), b = 14.0715(7), c = 25.7403(12) A^°, V = 5008.8(4) A^°3, Mr = 1333.08, Z = 4, F(000) = 2644, Dc = 1.768 g/cm^3, μ(MoKα) = 3.189 mm^-1, the final R = 0.0351 and wR = 0.0814 (I 〉 2σ(I)). Compound 1 displays an 8-connected bcu topology 3D framework and hydrogen-bonding interactions stabilize the solid-state structure. The vibrational circular dichroism (VCD) spectrum and second-order nonlinear optical effect of compound 1 have been studied in the solid state. 展开更多
关键词 homochiral lanthanide metal-organic framework D-camphoric acid 8-connected VCD spectrum second-order nonlinear optical effect
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EFFECT OF MARTENSITE ORDERING ON SME IN A Cu-Zn-Al ALLOY
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作者 QI Xuan JIANG Bohong XU Zuyao(T.Y.HSU) Shanghai Jiaotong University,Shanghai.China Qi Xuan,Dept.Marter.Sci.and Eng.,Shanghai Jiaotong University,Shanghai,China 《Acta Metallurgica Sinica(English Letters)》 SCIE EI CAS CSCD 1989年第1期7-15,共9页
The correlation between the shape memory effect(SME)and the ordering degree in martensite formed through various heat-treatment processes,e.g.ice water quenching, step-quenching and aging etc.,has been studied in a Cu... The correlation between the shape memory effect(SME)and the ordering degree in martensite formed through various heat-treatment processes,e.g.ice water quenching, step-quenching and aging etc.,has been studied in a Cu-26Zn-4Al alloy.The martensite or- dering degree is estimated by △d,the spacing difference of some pairs of diffracting planes with indices satisfying a relation of(h_1~2-h_2~2)/3=(k_2~2-k_1~2)/n(n=1 for 9R martensite,n=4 for 18R martensite).M 18R martensite is obtained from step-quenching,in which the value of △d increases with the holding duration of step-quenching,and the shape recovery rate η increases synchronouslly.9R martensite is obtained from direct water-quenching,the value of △d is quite large and SME is also good at just quenching state.But both △d and η decrease continuously with aging time at room temperature.This stabilization phe- nomenon of martensite is explained by the observation of TEM lattice fringe image,and it may be attributed to the clustering of quenched-in supersaturated vacancies at (001)_M close-packed plane in martensite and decreasing the ordering degree.A reduction in △d and η occuring in the specimens on step-quenching or aging at higher temperature, which may be related to the precipitation of the α-phase and the enrichment of solute atoms, decreases the ordering degree. 展开更多
关键词 Cu-Zn-Al alloy MARTENSITE orderING shape memory effect STABILIZATION
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AN ANALYSIS OF EFFECTS OF FETAL ORDER AND PARENTAL AGE ON RETINOBLASTOMA
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作者 沈福民 赵鹏飞 +1 位作者 陈浩 仉逴 《Chinese Journal of Cancer Research》 SCIE CAS CSCD 1990年第1期16-19,共4页
Seventy-eight cases of retinoblastoma (Rb) diagnosed at the Eye ENT Hospital, Shanghai Medical University from 1953 to 1985 were studied. The results of multiple logistic regression analysis and conditional probabilit... Seventy-eight cases of retinoblastoma (Rb) diagnosed at the Eye ENT Hospital, Shanghai Medical University from 1953 to 1985 were studied. The results of multiple logistic regression analysis and conditional probability model showed that high fetal order had a moderate risk (OR=1.28, P<0.05) of developing unilateral Rb. Both unilateral and bilateral cases were independent of parental ages, and no interaction could be found between fetal order and paternal of maternal age; also, the effect of fetal order was not confounded by parental ages. 展开更多
关键词 AN ANALYSIS OF effectS OF FETAL order AND PARENTAL AGE ON RETINOBLASTOMA
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Effects of anharmonic lattice distortion on orbital and magnetic orderings in KCuF_3
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作者 刘大勇 陈东猛 邹良剑 《Chinese Physics B》 SCIE EI CAS CSCD 2009年第10期4497-4505,共9页
Lattice, magnetic and orbital structures in KCuF3 are self-consistently determined by our cluster self-consistent field approach based on a spin-orbital-lattice Hamiltonian. Two stable structures are obtained and foun... Lattice, magnetic and orbital structures in KCuF3 are self-consistently determined by our cluster self-consistent field approach based on a spin-orbital-lattice Hamiltonian. Two stable structures are obtained and found to be degenerate, which confirms the presence of the coexistent phases observed experimentally. We clearly show that due to the inherent frustration, the ground state of the system only with the superexchange interaction is degenerate; while the Jahn-Teller distortion, especially the anharmonic effect, stabilizes the orbital ordered phase at about 23% in the x2-y2 orbit and at 77% in the 3z2-r2 orbit. Meanwhile the magnetic moment of Cu is considerably reduced to 0.56μB, and magnetic coupling strengths are highly anisotropic, Jx/Jxy ≈ 18. These results are in good agreement with the experiments, implying that the anharmonic Jahn-Teller effect plays an essential role in stabilising the orbital ordered ground state of KCuF3. 展开更多
关键词 orbital ordering KCuF3 Jahn Teller effect anharmonic lattice distortion
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Hall Effect on Peristaltic Flow of Third Order Fluid in a Porous Medium with Heat and Mass Transfer
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作者 Nabil T. M. Eldabe Ahmed Y. Ghaly +2 位作者 Sallam N. Sallam Khaled Elagamy Yasmeen M. Younis 《Journal of Applied Mathematics and Physics》 2015年第9期1138-1150,共13页
We investigated the influence of hall, heat and mass transfer on the peristaltic flow of MHD third order fluid under long-wavelength and low Reynolds number approximation. The governing equations are solved analytical... We investigated the influence of hall, heat and mass transfer on the peristaltic flow of MHD third order fluid under long-wavelength and low Reynolds number approximation. The governing equations are solved analytically with the appropriate boundary conditions by using perturbation technique. The formula of velocity with temperature and concentration is obtained analytically as a function of the physical parameters of the problem. 展开更多
关键词 Peristaltic Flow THIRD order FLUID HALL effect Heat Mass Transfer
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A linear search scheme for effective order of channel impulse response in OFDM systems
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作者 ZHANG Jian-kang MU Xiao-min CHEN En-qing YANG Shou-yi 《通讯和计算机(中英文版)》 2008年第12期49-54,共6页
关键词 通信技术 频道 脉冲技术 计算方法
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Effects of walk-off on cross-phase modulation induced modulation instability in an optical fibre with high-order dispersion 被引量:1
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作者 钟先琼 向安平 《Chinese Physics B》 SCIE EI CAS CSCD 2007年第6期1683-1688,共6页
This paper investigates the effects of walk-off among optical pulses on cross-phase modulation induced modulation instability in the normal dispersion region of an optical fibre with high-order dispersion. The results... This paper investigates the effects of walk-off among optical pulses on cross-phase modulation induced modulation instability in the normal dispersion region of an optical fibre with high-order dispersion. The results indicate that, in the case of high-order dispersion, the walk-off effect takes on new characteristics and will influence considerably the shape, position and especially the number of the spectral regions of the gain spectra of modulation instability. Not only the group-velocity mismatch, but also the difference of the third-order dispersion of two optical waves will alter the gain spectra of modulation instability but in different ways. Depending on the values of the walk-off parameters, the number of the spectral regions may increase from two to at most four, and the spectral shape and position may change too. 展开更多
关键词 modulation instability cross-phase modulation walk-off effect the difference ofthe third-order dispersion
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Effect of Quench Treatment on Fe/Mo Order and Magnetic Properties of Double Perovskite Sr_2FeMoO_6
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作者 胡艳春 崔亚雯 +1 位作者 王显威 刘一璞 《Chinese Physics Letters》 SCIE CAS CSCD 2016年第2期58-61,共4页
A quench-treatment technique is used to prepare a high-quality polycrystalline sample of double perovskite Sr2FeMo06 (SFMO). X-ray powder diffraction analysis reveals that the sample has a single phase and exhibits ... A quench-treatment technique is used to prepare a high-quality polycrystalline sample of double perovskite Sr2FeMo06 (SFMO). X-ray powder diffraction analysis reveals that the sample has a single phase and exhibits I4/m symmetry. The cation order η of the sample increases to 98.9(2)% from 94.2(3)%, which is prepared by the traditional sol-gel method. The initial magnetization isotherm of the sample is detected at 300 K. Unit-cell magnetization for the current sample is 1.332 #s at 300 K, and the one for the traditional sol-gel method sample is 0.946#9. Unit-cell magnetization is enhanced to 40.80% by the quench-treatment technique. Quench treatment is an effective method of enhancing the Fe/Mo order and magnetic properties of double perovskite SFMO. 展开更多
关键词 of in FE effect of Quench Treatment on Fe/Mo order and Magnetic Properties of Double Perovskite Sr2FeMoO6 LFMR for MO SR is on
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考虑高阶效应与提离摇摆耦合作用的高层基础隔震结构分析与优化
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作者 郑国琛 曹凌涛 +2 位作者 吴应雄 祁皑 许航莉 《工程力学》 北大核心 2025年第7期220-231,共12页
高层基础隔震结构不考虑高阶效应的既有研究成果结论可能存在严重安全隐患。为揭示高层基础隔震结构高阶效应与提离摇摆耦合作用的工作机理;开展了模拟地震振动台试验,建立了有限元模型,并将模拟结果与试验结果进行对比分析以获得高层... 高层基础隔震结构不考虑高阶效应的既有研究成果结论可能存在严重安全隐患。为揭示高层基础隔震结构高阶效应与提离摇摆耦合作用的工作机理;开展了模拟地震振动台试验,建立了有限元模型,并将模拟结果与试验结果进行对比分析以获得高层基础隔震结构的地震响应;基于地震响应分析结果制定具有针对性的振动控制目标并提出相应的振动控制方案,最后给出工程建议。研究结果表明:与未考虑高阶效应相比,高阶效应可显著增强提离摇摆效应,隔震支座更易进入受拉状态;隔震支座受拉地震影响系数界限值降低,结构整体倾覆趋势提前;与未考虑高阶效应时上部结构处于线弹性状态不同,高阶效应致使上部结构高位处存在明显的突变现象,在高阶效应与提离摇摆效应共同作用下,隔震层地震响应较未考虑高阶效应时放大幅度约为40%;在不同地震条件下,隔震层拉应力均不满足相关规范要求,在罕遇地震作用下隔震层和上部结构突变区域均可能产生严重破坏,在极罕遇地震作用下,结构可能倾覆;提出了基础-TMD混合隔震和基础-抗拉-TMD联合控制两种振动控制方案,在消除高位突变的高阶效应同时,可将隔震层地震响应降低至原结构的40%~70%,有效抑制了提离摇摆效应,确保该类型结构在地震中的安全。 展开更多
关键词 高层基础隔震结构 高阶效应 提离摇摆效应 耦合作用 工作机理 地震响应 振动控制
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考虑双重二阶效应的伸缩臂架非线性稳定性研究
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作者 姚峰林 赵兴旺 +1 位作者 高有山 吕少博 《起重运输机械》 2025年第3期32-37,共6页
文中以220 t全地面起重机伸缩臂架为研究对象,基于弧长法采用Abaqus软件对其进行非线性稳定性分析,根据载荷-位移曲线并结合弹塑性理论分析了臂架结构失稳的整个过程。由2种加载方式的对比结果表明,考虑了P-δ和P-Δ双重二阶效应的加载... 文中以220 t全地面起重机伸缩臂架为研究对象,基于弧长法采用Abaqus软件对其进行非线性稳定性分析,根据载荷-位移曲线并结合弹塑性理论分析了臂架结构失稳的整个过程。由2种加载方式的对比结果表明,考虑了P-δ和P-Δ双重二阶效应的加载方式2的臂架模型与主要考虑了P-δ效应的加载方式1的臂架模型相比,其几何大变形效应更加显著,极值点失稳载荷值也有所降低,乃至臂架失稳后其侧向变形对臂架的倒塌趋势也会产生较大影响,该分析结果可为臂架结构工程设计提供分析依据。 展开更多
关键词 全地面起重机 伸缩臂架 非线性 载荷-位移曲线 二阶效应
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Multi-level effects in the high-order harmonic generation driven by intense frequency-comb laser fields
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作者 赵迪 蒋臣威 李福利 《Chinese Physics B》 SCIE EI CAS CSCD 2015年第7期256-261,共6页
High harmonic generation(HHG) driven by intense frequency-comb laser fields can be dramatically enhanced via multiphoton resonance by tuning the carrier-envelope phase(CEP) shift, without increasing the driving in... High harmonic generation(HHG) driven by intense frequency-comb laser fields can be dramatically enhanced via multiphoton resonance by tuning the carrier-envelope phase(CEP) shift, without increasing the driving intensity. However,the multiphoton-resonant enhancement(MRE) factor in the realistic atomic hydrogen is much smaller than that in a twolevel system. To study the deviation, we present a theoretical investigation of the multiphoton resonance dynamics of three-level systems driven by intense frequency-comb laser fields. The many-mode Floquet theorem(MMFT) is employed to provide a nonperturbative and exact treatment of the interaction between the quantum system and the laser fields. The investigations show that the dipole interaction of a two-level system with the third level affects the multiphoton resonance dynamics and enhances the HHG spectra. It is the dipole interaction of the excited level of the two-level system with other levels that results in the smaller MRE factor in the realistic atomic system. 展开更多
关键词 high-order harmonic generation frequency-comb laser fields multi-level effects
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先赔礼还是先赔钱?智能客服服务补救策略次序对消费者宽恕的移情效应研究
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作者 杨慧 钟蕊蕊 曹琪 《珞珈管理评论》 2025年第2期118-136,共19页
随着人工智能技术的快速发展,智能客服系统在企业服务中的应用日益广泛,但在处理服务失败方面仍存在很多问题。目前,关于智能客服如何通过优化补救策略次序有效提升消费者宽恕的相关研究尚不充分。基于此,本文立足于心智知觉理论和品牌... 随着人工智能技术的快速发展,智能客服系统在企业服务中的应用日益广泛,但在处理服务失败方面仍存在很多问题。目前,关于智能客服如何通过优化补救策略次序有效提升消费者宽恕的相关研究尚不充分。基于此,本文立足于心智知觉理论和品牌信号理论,通过四项实验研究,系统探讨了不同线上消费情境下,智能客服服务补救策略次序对消费者宽恕的影响,并揭示了品牌强度的边界效应。研究结果表明:在线上服务失败情境下,智能客服采用“先物质后精神”的补救策略次序更能获得消费者的宽恕,其作用机制在于此策略能够提升消费者移情效应。然而,该效应在强势品牌情境中的影响有所减弱。本文不仅拓展了智能客服服务补救策略次序与消费者宽恕的理论研究,也为企业优化智能客服系统的实践提供了指导。 展开更多
关键词 服务失败 智能客服服务补救 次序效应 移情 消费者宽恕
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