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CAPES

With increasing market competitiveness, customer satisfaction has become a loyalty strategy adopted by companies. The main objective of this research was to measure the degree of satisfaction of customers' Farm Hotel located in region of Vale do Caf? (RJ). In addition to the study, the most important aspects were identified to the satisfaction of the customers' Farm Hotel located in region of Vale do Caf? (RJ), and also, to analyze the results, methods Client Window and Cross-tabulations were used. Thus, through a cross-sectional study of qualitative and quantitative research, with steps of bibliographic research and field interviews. The findings show that: the variables that had a higher degree of importance were Cleaning, Comply promised, Sympathy staff, Food and Ready service employees to solve problems and desires of customers. Regarding the satisfaction of the customers, in a scale Likert of 5 points, was obtained an average of 4.26 in relation to all the attribute studied. In relation to general satisfaction of customers' Farm Hotel, was obtained an average grade of 8.79 in a scale of 0 - 10. With the results of the survey, it was also possible to draw a Socio-economic profile of customers, to better understand the needs and desires and so provide quality care, resulting in high levels of satisfaction.

Com o aumento da competitividade do mercado, a satisfa??o dos clientes tornou-se uma estrat?gia de fideliza??o adotada pelas empresas. O objetivo geral dessa pesquisa foi mensurar o grau de satisfa??o dos clientes dos Hot?is Fazenda localizados na regi?o do Vale do Caf? (RJ). Em adicional ao estudo, foram identificados os aspectos mais importantes para a satisfa??o dos clientes frequentadores de Hot?is Fazenda, na regi?o do Vale do Caf? (RJ), e ainda, para an?lise dos resultados, foram utilizados os m?todos Janela do Cliente e Tabula??es Cruzadas. Sendo assim, atrav?s de um estudo transversal, de car?ter qualitativo-quantitativo, com etapas de pesquisa bibliogr?fica, e entrevistas de campo. As descobertas revelam que: as vari?veis que tiveram maior grau de import?ncia foram Limpeza, Cumprir o prometido, Simpatia dos funcion?rios, Alimenta??o e Pronto atendimento dos funcion?rios para resolver os problemas e desejos dos clientes. Com respeito a satisfa??o dos h?spedes, em uma escala Likert de 5 pontos, obteve-se uma m?dia de 4,26 referente a todos os atributos pesquisados. Em rela??o a satisfa??o geral dos clientes sobre os Hot?is Fazenda, obteve-se uma nota m?dia de 8,79 em uma escala de 0 - 10. Com os resultados da pesquisa, tamb?m foi poss?vel tra?ar um perfil Socioecon?mico dos clientes, para…

Advisors/Committee Members: Saldanha, Jorge Alberto Velloso., Saldanha, Jorge Alberto Velloso, Pereira, Severino Joaquim Nunes, Boava, Diego Luiz Teixeira.

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Ao longo dos �ltimos anos, verifica-se uma evolu��o bastante significativa no Sistema Banc�rio Portugu�s, inclusive no n�mero de institui��es banc�rias que o comp�e, como ao n�vel dos objetivos e dos constrangimentos econ�micos que influenciam as decis�es de gest�o dessas empresas e as consequ�ncias na sua atividade. O aumento da concorr�ncia e a globaliza��o est�o na base da procura de melhores pr�ticas de mercado e na crescente procura da produtividade e da efici�ncia das institui��es. Atualmente uma das principais preocupa��es do meio empresarial � a constante medi��o da rentabilidade das unidades produtivas ou organizacionais, tendo em conta a rela��o de produtividade e efici�ncia. A crescente utiliza��o das novas tecnologias e a necessidade por parte dos diferentes stakeholders de uma maior efici�ncia operacional por parte das Institui��es Financeiras, contribuiu para um crescimento maci�o da disponibiliza��o de portais de Home banking e de servi�os via telem�vel, Mobile banking. Sendo o Mobile banking um grande canal de intera��o com o cliente, este estudo procura: ? Identificar a aceita��o dos clientes; ? Identificar a satisfa��o dos clientes relativamente � ades�o �s aplica��es banc�rias; ? Pretendendo-se explorar a quest�o da satisfa��o no uso de Apps com a fideliza��o dos clientes.

Over the last few years, there has been a significant evolution on management the Portuguese banking system, including the number of banking institutions that comprise it, as well as the level of objectives and economic constraints that influence corporate decisions and their activity consequences. The increase in competition and globalization are at the heart of the search for best market practices and the increasing search for institute productivity and efficiency. Currently one of the main concerns of the business is the constant measurement of the productive and organizational units profitability, taking into account their productivity and efficiency ratio. The increasing use of new technologies and the need on the part of different stakeholders for greater operational efficiency of financial institutions, contributed to a massive growth of home banking portals and mobile phone, and mobile banking services. Being mobile banking a great channel of interaction with the client, this study seeks to: ? Identify customer acceptance, ? Identify customer satisfaction relative to mobile banking usage, ? Aim at exploring customer satisfaction on the usage of banking App?s with customer loyalty.

Orienta��o: Paula Lopes

Advisors/Committee Members: Lopes, Paula, orient..

▼ The focus of the research carried out in this essay is the satisfaction of individuals with the extended customer service provided by the Brazilian retail banks. The bibliographic review provided a better understanding of service marketing, its relevance worldwide and the process adopted by customers for the consumption of services to meet a certain demand. The studies about the financial sector in Brazil provided a deeper insight of internet banking and suggested that, given its current relevance, the retail banks' extended customer service will be incomplete unless we consider this virtual channel. Customers' satisfaction has been assessed through a multiple item scale involving customers of a single bank present all over the country. The research implemented has been defined as Descriptive, the statistical technique used was the Confirmatory Factorial Analysis and the process of adjustment required the use of three estimation methods. The final conclusion arrived at showed that, in the bank where the survey was carried out, customers were more satisfied rather than dissatisfied with the extended customer service provided by the bank, even though such conclusion does not apply to other banks in the country. Advisors/Committee Members: Garcia, Mauro Neves (advisor), CPF:06009751853 (advisor), http://lattes.cnpq.br/6202169991924202 (advisor).

▼ The objective of this study is to analyze how much the customer, physical person, is satisfied with the quality of bank services, concerning quality dimensions such as: tangibles, reliability, responsibility, assurance and empathy. This study was made in two phases. First, a bibliography revision was made to offer subsidy to a better comprehension of people behavior and expectations as service's consumers. Second, a research was made with 150 people, clients of a financial institution in S??o Paulo. The general result shows that client's satisfaction changes in accordance with demographics, social and economical differences and it changes as regard quality dimensions. These results seen to indicate that this group of clients have different characteristics, values and needs that deserve to be known and carefully analyzed by companies, their professionals and education institutions. Advisors/Committee Members: Garcia, Mauro Neves (advisor), CPF:06009751853 (advisor), http://lattes.cnpq.br/6202169991924202 (advisor).

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Any discrepancy in the exercise by the consumer of his role in the context of services may result in negative effects on his satisfaction and perception of value. This may occur because of role ambiguity, which would arise either from the lack of clear information on responsibilities and expected behaviors of a role, or from role conflict, generated by disagreement about the expected behaviors of each one. On the other hand, the habituation of the consumer to his role may enable a better adjustment, thus mitigating potential unfavorable effects. Thus, the present study analyzed the effects of both role ambiguity and conflict, moderated by habit, on the co-creation behavior of consumers, in the context of the use of financial services through virtual channels, as well as the consequent effects on their satisfaction and perception of value. To this end, a descriptive research was conducted, involving a final sample with 506 respondents, and making use of the structural equations modeling technique for identifying the relationships proposed by the research model. Findings supported the negative effects of the variables role ambiguity and role conflict on the consumer co-creation behavior, as well as the positive influence of ambiguity on conflict of roles. Furthermore, results have confirmed the positive correlation between co-creation behavior and the variables of perceived value and satisfaction. The habit of the consumer to the context showed a moderating effect on role ambiguity, but none on role conflict, when related to consumer co-creation behavior. The research findings contribute to the studies of consumer behavior by ratifying theoretical assumptions on the relationships between the examined variables, showing the way in which habit interacts in the model and regarding the adaptation and validation of scales for related researches. With regard to practical outcomes, the importance of investment by the companies for clarifying the roles of each party is highlighted, especially for relationships in which a high involvement of the consumers is expected. Similarly, it is necessary to find ways of encouraging consumers to participate in processes by agreeing with suggested roles and not only by understanding such roles, since it positively affects co-creation behavior and, accordingly, the results of perceived value and satisfaction.

A discrep?ncia do consumidor no exerc?cio de seu papel no contexto de servi?os pode resultar em efeitos negativos sobre as suas percep??es de valor e satisfa??o. Isso pode ocorrer em fun??o da exist?ncia de…

Advisors/Committee Members: Brasil, Vin?cius Sittoni.

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Submitted by N??cleo de P??s-Gradua????o Administra????o ([email protected]) on 2018-04-06T13:27:19Z No. of bitstreams: 1 Disserta????o de Mestrado-GLAUBER VOLKMER.pdf: 2725257 bytes, checksum: 360dec5c46f49a1d10e6265db7a6c581 (MD5)

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A concess??o de rodovias foi a solu????o encontrada pelo Governo Federal para a crise de investimento em infraestrutura rodovi??ria no Brasil, agravada pela elevada participa????o do modal rodovi??rio no total de cargas e passageiros transportados no Brasil, que n??o encontra precedente em nenhum pa??s de porte semelhante. No entanto, o modelo de concess??o adotado pelo Governo Federal n??o ?? est??tico, tendo sofrido diversas modifica????es ao longo do tempo. As altera????es regulat??rias foram implantadas pela ag??ncia reguladora buscando equacionar situa????es que foram encontradas desde as primeiras concess??es realizadas. E como os usu??rios destas rodovias federais concedidas foram afetados por estas modifica????es regulat??rias? Existe uma rela????o entre as vari??veis regulat??rias e o n??vel de satisfa????o dos usu??rios com a rodovia? Como outras pessoas envolvidas nas concess??es, seja trabalhando nas concession??rias ou na ag??ncia reguladora, enxergam estas modifica????es? Esta disserta????o analisa as caracter??sticas regulat??rias das concess??es rodovi??rias federais, identificando as vari??veis regulat??rias mais relevantes e suas varia????es ocorridas ao longo do tempo e analisando se existe alguma rela????o entre estas vari??veis e o n??vel de satisfa????o dos usu??rios. Ao final, conclui-se que algumas das vari??veis identificadas t??m rela????o mais direta com o n??vel de satisfa????o dos usu??rios, notadamente aquelas que impactam diretamente no valor da tarifa de ped??gio. Outras impactam os usu??rios somente indiretamente e a longo prazo. Em ambos os casos a varia????o nem sempre ?? positiva para o usu??rio.

Advisors/Committee Members: Hastenreiter Filho, Horacio Nelson, Paix??o, Roberto Brazileiro, Suarez, Marcus Alban, Oliveira, S??rgio Ricardo G??es de.

▼ The customer perceived value construct has been object of interest among researchers during the last decade, complementing the satisfaction construct. The current exploratory study discourse about perceived value in services companies, where it was searched restaurants consumers on Sundays lunches, with their families in S??o Paulo city. It firstly accomplished a qualitative research, through a focus group and two depth interviews, where they were identified forty variables about value perception of restaurant consumers, on Sundays lunches, with their families in S??o Paulo city. Afterwards with the obtained data, it was elaborated a research instrument in Likert scale, which was applied to a sample of 320 people. Through a factorial analysis were identified four important value perceptions of restaurant consumers, on Sundays lunches, with their families in S??o Paulo city: cleaning, respect, differentiation and child attention. It was identified with discriminant analysis that women observed more value perceptions related with cleaning, while men perceptions are more related with respect. It also was identified that families which lunch with children give more value to child attention, while the families witch lunch childless are more interested in the respect factor, specifically they think that restaurants owners do not worry about their clients' fidelity. The study also identified three main characteristics that these consumers valorize most: food, cleaning and assistance. This research brings reflections on the concept of perceived service value in restaurants, and its methodology and results should be used in future researches to expand knowledge on this segment or others. Advisors/Committee Members: Garcia, Mauro Neves (advisor), CPF:06009751853 (advisor), http://lattes.cnpq.br/6202169991924202 (advisor).

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Submitted by Setor de Tratamento da Informa??o - BC/PUCRS ([email protected]) on 2016-07-28T16:49:00Z No. of bitstreams: 1 DIS_LETICIA_ROCHA_STOCKER_COMPLETO.pdf: 1370964 bytes, checksum: 725a5d1db324c57e8960a65994b76916 (MD5)

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Consumer behavior towards food is full of paradoxes and complex decisions, often involving seemingly irreconcilable tradeoffs (WERLE AND CUNY, 2012). One such tradeoff involves the nature of the food to be consumed, whether it is hedonic or utilitarian. Another tradeoff involves portion sizes and, interestingly, how it is presented (whole or fractioned) and consumed. While some studies found no difference in consumption intake between people eating a single size portion compared to a fractionated portion (DEVITT AND MATTES, 2004 AND SPIEGEL ET AL., 1993), other studies show that, by consuming food through little pieces, people tend to consume less (MARCHIORI, WAROQUIER AND KLEIN, 2011). Unit size of food and types of food influence consumption in ways that go beyond the quantity consumed. They can influence perceptions of hunger and fullness. While the sensation of termination of hunger can be described in physiological terms, like the absence of pain in the stomach, the sensation of fullness is often described through a more psychological perspective. In this sense, fullness is related to the pleasure people can feel through the consumption of food (MURRAY AND VICKERS, 2009). Even though types and unit size of food have already been addressed on their own rights, the joint consideration of these two aspects has not yet been explored. Our research addresses this issue. Specifically, we test whether people fell less hunger or feel more fullness through the consumption of hedonic vs. utilitarian food, and through single sized (whole) portions vs. fractionated portions of food. Given the nature of our constructs, we also believe such effects can be influenced by an individual?s capacity to self-regulate. Hence, we considered self-control as a moderating variable. Our findings advance the knowledge on food consumption by arguing that hedonic foods are more pleasurable than utilitarian foods, and that utilitarian foods have more power to cease hunger than hedonic foods. More interestingly, these effects are influenced by both unit size (whether food is presented whole or in pieces) and individual levels of self-control. Individuals with low self-control take greater advantage of the fullness properties of hedonic and hunger-ceasing properties of utilitarian foods when they are presented whole. Such results have direct implications for public policy.

O comportamento alimentar dos consumidores ? um tema repleto de paradoxos e decis?es complexas que envolvem escolhas conflituosas (WERLE E CUNY, 2012). Um desses conflitos envolve a natureza dos alimentos a serem consumidos, se s?o…

Advisors/Committee Members: Almeida, Stef?nia Ordov?s de.

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Different experiences are lived by consumers when they perform their acts of purchase. The pleasure and satisfaction generated by the act of buying are directly linked to many elements present at the time of purchase, such as issues related to the product consumed itself, factors intrinsic to the environment where such an act is done and the personal characteristics of the individual who consumes. The store environment has a number of tangible and intangible components that transform the perception and emotions of consumers on the experience they are living at the retail. The knowledge of the elements that create the experiences becomes an important marketing tool; this way they can be managed, elaborating environmental elements to create positive and memorable experiences for customers, thereby generating the consumers satisfaction and also positive results for retail marketing. Because it is a market surrounded by symbolism and hedonic meanings, the art market appears as a scenario where one realizes the importance of lived experience for consumers because it may represent a significant differential in a context in which the consumption of the product itself comes aggregate of symbologies and hedonism. To enable this study was chosen the Gallery "Bolsa de Arte", in Porto Alegre, as a field of exploration for this research. It was chosen because it is a very prestigious gallery of this luxury market. The study aimed to understand how it is done the development of the store ambiance strategies in an art gallery as well as how it occurs perceptions of the customer of this market in face of the influence of the environmental stimuli. To do so it was built a theoretical background aiming to elucidate questions about the theme and to base the research field that has been applied in sequence in this work. The chosen methodology followed a qualitative approach. We performed exploratory research; semi-structured in-depth interviews and sections of observations constituted the ways of data collection. Was found that in general the art gallery customers are satisfied with the consumption experience within this retail store luxury. They realize the importance of environmental elements possess the actual characteristics, since it s agree that the goal is to focus on the artworks. It was clear the importance that the store environmental aspects have in the customer experience in the art gallery studied. The results of this research indicate that it must be identified peculiarities of each market niche for the elaboration of the environmental characteristics that can maximize the qualities of both the environment and the products sold, thereby generating theoretical and managerial contributions to this field still poorly studied, which is the art market.

Experi?ncias diversas s?o vivenciadas por consumidores quando esses realizam seus atos…

Advisors/Committee Members: Espartel, L?lis Balestrin.

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Collaborative consumption is a global trend leveraged growth by individual motivations and environmental, social and economic issues present in na daily life as a way to accommodate their wants and needs (Botsman and Rogers 2011). In this sense, the main objective of this dissertation is to propose a scale to measure the collaborative consumption. Considering the influence of personal values on consumer behavior, also sought to identify the impacts of values on this consumption mode. Towards such a goal, the research was conduct in two stages, exploratory approach and descriptive stage with carsharing Brazilian users and experts, aiming to finetuning the scale and performing construct validation. The results suggest six dimensions that compose the collaborative consumption and confirm the existence of content validity and reliability for most of construct?s dimensions. In addition, were established some significant associations between personal values construct and collaborative consumption. Concluding comments reflect upon the findings and highlight academic and managerial implications for the field, and suggestions for future studies on customer delight are discussed.

O consumo colaborativo ? uma tend?ncia global e em crescimento alavancado por motiva??es individuais e quest?es ambientais, sociais e econ?micas presentes no cotidiano das pessoas, como uma forma de acomodar seus desejos e necessidades de maneira sustent?vel e com menor ?nus para o indiv?duo (BOTSMAN e ROGERS, 2011). Nesse sentido, o objetivo maior desta disserta??o ? a proposi??o de uma escala que mensure o consumo colaborativo, levando em conta as suas dimens?es. Considerando a influ?ncia dos valores pessoais no comportamento do consumidor, buscou-se tamb?m identificar as rela??es e impactos que os valores pessoais exercem sobre os indiv?duos adeptos a essa modalidade de consumo. A pesquisa foi desenvolvida em duas etapas, explorat?ria e descritiva, com especialistas e usu?rios de compartilhamento de carros no Brasil, clientes da empresa Zazcar. Os resultados apontam para sete dimens?es que comp?e o consumo colaborativo: economia de custos, cren?a no bem comum, consci?ncia socioambiental, conveni?ncia, identidade social, confian?a e riscos e tamb?m confirmam a exist?ncia de validade e confiabilidade do construto estudado. Al?m disso, algumas associa??es significativas foram estabelecidas entre os valores pessoais e as dimens?es que constituem o consumo colaborativo. As considera??es finais discutem os principais achados do estudo e suas implica??es acad?micas e gerenciais, assim como s?o apresentadas as limita??es do estudo e as…

Advisors/Committee Members: Almeida, Stef?nia Ordov?s de.

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Atualmente, a investiga????o sobre a satisfa????o dos clientes em servi??os tem tido grande destaque, tanto no meio acad??mico quanto empresarial. In??meras pesquisas revelam a import??ncia desses estudos para o desenvolvimento e o crescimento das empresas. Esta pesquisa investigou a satisfa????o do cliente de telefonia por banda larga (Velox) da Telemar, em Salvador, nos bairros que mais utilizam esse servi??o. Atrav??s da aplica????o de um roteiro de entrevistas semi-estruturado, buscamos identificar a satisfa????o do cliente em rela????o ??s principais dimens??es do servi??o, a saber: (1) desempenho do servi??o; (2) rela????o custo-benef??cio, (3) central de atendimento; (4) reparo t??cnico. A pesquisa verificou ainda que, de maneira geral, a satisfa????o do cliente com o servi??o de banda larga da Telemar pode ser considerada muito boa. Em todas as dimens??es, exceto a rela????o custo - benef??cio, a maioria dos clientes se declarou bastante satisfeita.

Salvador

Advisors/Committee Members: Silva, Elaine Figueira Norberto.

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The consumer has been studied in the marketing literature for a long time. The offers created by companies are addressed to him. Another frequent question in academic discussion is centered on competitiveness, which occurs when a particular company can gain a competitive advantage over their competitors, commonly used to explain the difference in performance between companies. However the main approaches of competitiveness and competitive advantage are focused on the evaluation of organizational aspects, or a population of organizations. As a result, the role of the consumer as valuation agent has been little exploited in this literature. Several factors influence the competitiveness of companies, and traditional forms of measurement, based on internal indicators, industry sales volume, among others, may have difficulties in obtaining the data, its truth or even monitoring. Thus, the purpose of this study is to unite the gains of consumer behavior and marketing field of literature seeking competitiveness through scale replication and proposals for a scale to measure customer experience, an instrument that enables the evaluation the competitiveness of the retail sector using the consumer as valuation agent. For this two steps were employed: a qualitative in order to seek indicators to compose the costumer experience scale; and other quantitative, which tested indicators set. The evaluation instrument includes eight dimensions, four of them from the Espartel (2009): Memory, familiarity, usage intent and brand relationship. Three other comes in Almeida (2014): trust, value and loyalty. Finally, the customer experience dimension. To compose the study were applied surveys to 301 consumers of electronics and department stores retailers. The results of the indicators set its show in ranking format and scales subjected to statistical tests of validation and confirmation. For this, we used the exploratory and confirmatory factorial analysis. The results showed is adequate for levels of unidimensionality, reliability, convergent and discriminant validity.

O consumidor tem sido objeto de estudo na literatura de marketing h? bastante tempo. As ofertas criadas pelas empresas s?o endere?adas a ele. Outra quest?o frequente nos debates acad?micos est? centrada na competitividade, que ocorre quando uma determinada empresa consegue obter uma vantagem competitiva perante seus concorrentes, comumente utilizada para explicar a diferen?a de desempenho entre empresas. Entretanto as principais abordagens de competitividade e vantagem competitiva est?o centradas na avalia??o de aspectos organizacionais, ou de uma…

Advisors/Committee Members: Almeida, Stef?nia Ordov?s de.

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CAPES

O objetivo geral desta disserta????o foi o de investigar as rela????es entre a intelig??ncia emocional, a congru??ncia pessoa-ambiente e a satisfa????o intr??nseca no trabalho. A congru??ncia a partir do modelo RIASEC (Realista, Investigativo, Art??stico, Social, Empreendedor, Convencional) desenvolvido por Holland, representa o grau de ajuste entre os interesses profissionais e as percep????es dos trabalhadores acerca das demandas do ambiente ocupacional. A intelig??ncia emocional de acordo com o modelo desenvolvido por Mayer e Salovey representa a habilidade de reconhecer, compreender, facilitar e regular as emo????es em situa????es pessoais e interpessoais em prol do bem-estar. A satisfa????o intr??nseca no trabalho resulta das condi????es do trabalho, do ajuste do trabalhador ?? atividade e das caracter??sticas pessoais dos trabalhadores e est?? associada a respostas emocionais positivas ao desempenho das atividades profissionais. Estudos emp??ricos apontam a necessidade de testar vari??veis moderadoras nas rela????es entre a intelig??ncia emocional e a satisfa????o intr??nseca no trabalho. Para atender ao objetivo geral foram desenvolvidos dois estudos. O primeiro teve o objetivo de aperfei??oar o Invent??rio de Classifica????o Ocupacional (ICO), uma medida de mensura????o dos ambientes ocupacionais que permite mensurar tamb??m a congru??ncia pessoa-ambiente baseada no modelo RIASEC, at?? ent??o a ??nica medida dispon??vel para a realiza????o de estudos em territ??rio nacional. O segundo estudo testou dois modelos: o de predi????o da intelig??ncia emocional sobre a satisfa????o intr??nseca no trabalho e o de modera????o da congru??ncia pessoa-ambiente nas rela????es entre intelig??ncia emocional e satisfa????o intr??nseca no trabalho. Participaram dos dois estudos 486 trabalhadores divididos entre estagi??rios e profissionais formados (graduados e p??s-graduados) com no m??nimo seis meses de trabalho na mesma ??rea profissional, sendo 237 homens e 249 mulheres, com idades entre 18 e 68 anos. Os participantes responderam ?? ICO-R (vers??o revisada), ?? Escala Interesses Vocacionais (EIV), a Escala de Satisfa????o Intr??nseca, e ao Perfil de Compet??ncias Emocionais (PEC). A An??lise dos Eixos Principais (PAF) indicou que o ICO-R apresentou uma estrutura de seis fatores com ??ndices de consist??ncia internos satisfat??rios, explicando 52% da vari??ncia total. As rela????es das dimens??es do ICO-R com as dimens??es da EIV ambas baseadas no RIASEC, indicaram…

Advisors/Committee Members: Gondim, S??nia Maria Guedes, Magalh??es, Mauro de Oliveira, Pereira, C??cero Roberto, Teixeira, Marco Ant??nio Pereira.

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Submitted by Nadir Basilio ([email protected]) on 2017-03-31T14:29:31Z No. of bitstreams: 1 Diego Nogueira Rafael.pdf: 940524 bytes, checksum: 7b50bcecd94daa3d3e48a730485ad712 (MD5)

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Currently the Brazilian health system is complex, the constitution guarantee of care to the health care of all individuals within the national territory, and the State through the Unified Health System (SUS) is responsible for this difficult task. In this context, where the state is unable to serve the entire population, private organizations have taken part in this market, offering health plans and private assistance, which is called supplementary health. In this context, the themes studied are the psychological reactance that means the negative emotional reaction generated by the total or partial lack of freedom or the expectation of freedom of an individual who once got it and the health plan user???s satisfaction. User satisfaction and psychological reactance are topics exhaustively studied by the organizations, being one of the preferred themes in the study of consumer behavior, evidently being relevant because these studies allow the strategic analysis of the companies with more accurate data, resulting in greater profitability and success of these institutions. The study was conducted by means of a quantitative method, based on the satisfaction and psychological reactance of the users of the supplementary health system with the modeling of structural equations using the SmartPLS system, in order to test the hypotheses constructed based on the theories studied. The results obtained are in agreement with the theory of reactance and satisfaction, confirming the hypotheses proposed, there being a negative relation between both for the studied sample, the lower the reactance level observed, the higher the satisfaction level declared by the users. The conclusion of the study suggests as a contribution to the practice that managers approach the relationship between health plans and their users, creating programs to prevent diseases, combat sedentarism, chronic diseases and improve the quality of life of users, obtaining a participation collaborative of both.

O sistema de sa??de brasileiro ?? complexo e a constitui????o garante o atendimento e assist??ncia ?? sa??de de todo o indiv??duo dentro do territ??rio nacional, devendo o Estado, por meio do Sistema ??nico de Sa??de (SUS), ser o respons??vel por essa dif??cil tarefa. Em um cen??rio no qual o Estado n??o consegue atender toda a popula????o, as organiza????es privadas tomaram para si parte desse mercado, oferecendo planos de sa??de e assist??ncia privada, os quais constituem o que ?? chamado de sistema de sa??de suplementar. Diante desse contexto, o tema deste trabalho ?? o estudo da reat??ncia psicol??gica, que ?? a rea????o emocional negativa gerada pela falta total ou parcial…

Advisors/Committee Members: Lopes, Evandro Luiz, Lopes, Evandro Luiz, Rossi, George Bedinelli, Ferraz, Renato Ribeiro Nogueira, Stehlau, Vivian Iara, Assis, S??nia Francisca Monken de.

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Submitted by Hiolanda R??go ([email protected]) on 2013-05-28T17:07:38Z No. of bitstreams: 1 Disserta????o_Enf_ Elcimara de Jesus.pdf: 779938 bytes, checksum: 3b628b31594fd4226f76ff001ff3e58f (MD5)

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CAPES

O trabalho exerce um importante papel em nossas vidas, a satisfa????o no trabalho ?? um fen??meno complexo por ser relacionado a v??rios fatores que variam de pessoa para pessoa. O grau de satisfa????o no trabalho pode variar significativamente entre profiss??es e, inclusive, entre especialidades dentro de uma mesma profiss??o. A auditoria de enfermagem, recentemente reconhecida como uma especialidade da enfermagem, tem atra??do muitas enfermeiras que, em busca de novas oportunidades de trabalho est??o exercendo a auditoria muitas vezes como sua principal atividade profissional. Para avaliar a satisfa????o no trabalho em auditoria de enfermagem realizou-se um estudo descritivo com abordagem quantitativa, que teve como objetivo geral avaliar a satisfa????o no trabalho de enfermeiras que atuam em auditoria interna em hospitais de Salvador. A coleta de dados processou-se em dois hospitais gerais, privados, um de m??dio porte e outro de grande porte. Os dados foram coletados atrav??s do question??rio de Levantamento Diagn??stico do Trabalho ??? LDT, baseado no modelo das caracter??sticas do trabalho formulado por Hackman e Oldham, que foi traduzido e validado para o portugu??s por Rodrigues em 1994. A amostra foi composta por 20 enfermeiras auditoras, todas do sexo feminino, com idade entre 25 e 45 anos, com m??dia de 10 anos de formadas e m??dia de 3 anos de atua????o em auditoria.. A an??lise dos dados deste estudo revelou que as auditoras estudadas est??o satisfeitas com o trabalho em auditoria, sendo que, dos itens avaliados, os que tiveram maior signific??ncia, em ordem decrescente, foram: a Signific??ncia Percebida do Trabalho, os Contatos provenientes do trabalho, o Conhecimento dos Resultados do Trabalho, a Satisfa????o com o Ambiente Social, com a Supervis??o, o Significado da Tarefa, a Necessidade de Crescimento Profissional. As auditoras pesquisadas est??o menos satisfeitas com o Feedback extr??nseco do trabalho e demonstraram um baixo Potencial de Motiva????o no trabalho em auditoria.

Salvador

Advisors/Committee Members: Tahara, ??ngela Tamiko Sato.

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JEL M19, M30, M31

Na era do comércio digital, a realidade da conetividade tornou possível uma nova ordem de relacionamentos nos negócios, sendo a perspetiva da gestão da supply chain management1, que todas as empresas se concentrem no Customer Service. O desafio dos gestores de hoje é, cada vez mais, questionar a eficácia e a eficiência das práticas que estão a ser utilizadas para: atrair, vender, satisfazer e fidelizar um cliente/consumidor2. Por sua vez, as organizações, caso desejem manter-se presentes no mercado, têm de adotar necessariamente um modelo de Customer Service que permita antecipar as suas exigências e monitorizar as suas expetativas. Para além disso, paralelamente ao desenvolvimento do conceito supply chain management, há uma alteração na filosofia quanto à natureza da estratégia de Customer Service. Essa alteração tem sido geralmente entendida como marketing relacional3. O objetivo máximo do Customer Service é reconhecer que cada cliente/consumidor individual pode, sem dúvida, ter necessidades exclusivas, conhecido como micromarketing ou marketing um-a-um4, para o qual será apresentada uma sugestão de um modelo de Customer Service neste projeto.

In the Era of Digital Commerce, the reality of connectivity has made a new order of business relationships possible, being the management perspective of supply chain management that all companies focus on Customer Service. The challenge of managers today is, more and more, to question the effectiveness and efficiency of practices employed to: attract, sell, satisfy and build client/customer loyalty. Therefore, organizations that wish to maintain its presence in the market must adopt a Customer Service model that allows the anticipation of their demands and the monitoring of their expectations. Furthermore, parallel to the development of the concept of supply chain management, the nature of Customer Service strategy is altered. Such change has generally been understood as relational marketing. The main purpose of Customer Service is to recognize that every individual client/customer can have exclusive needs, known as micromarketing or one-to-one marketing, for which will be presented a suggestion for a Customer Service model in this dissertation.

Advisors/Committee Members: Magalhães, Miguel Jorge Rodrigues de.

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Submitted by Nadir Basilio ([email protected]) on 2016-05-13T20:57:42Z No. of bitstreams: 1 Joao Batista Moglia Junior.docx: 1252728 bytes, checksum: c8792648711cf3a3f6599da03658462c (MD5)

Made available in DSpace on 2016-05-13T20:57:42Z (GMT). No. of bitstreams: 1 Joao Batista Moglia Junior.docx: 1252728 bytes, checksum: c8792648711cf3a3f6599da03658462c (MD5) Previous issue date: 2015-12-16

Patient satisfaction is not a new theme but gains importance in the current competitive scenario, mainly in private hospitals. The relevance is in the contribution of a new viewing perspective of the hospital customer's satisfaction. The goal of this study is to identify for the national context which one of the patient satisfaction scales is able to better reflect the general assessment of the hospital. Therefore, we used three satisfaction scales with the nursing care: PSI scale of Hinshaw & Atwood (1982) in the Brazilian version of Oliveira (2004), the NSNS scale of Thomas, McColl, Priest, Bond & Boys (1996) in the Brazilian version of Dorigan & Guidardello (2013), and the GPNS scale of Halcomb, Caldwell, Salamonson & Davidson (2011) in its already nationalized version by Moglia Junior, Motta and Lopes (2015). For the general assessment of the hospital it was used the Johnston scale (1995). Through the analysis of model of structural equations, the NSNS scale was identified as the most appropriate for measuring the quality of the nursing team comparing to the others scales tested.

A satisfa????o do cliente hospitalar n??o ?? um tema novo, mas ganha import??ncia diante do cen??rio atual de concorr??ncia, principalmente nos servi??os privados. A relev??ncia est?? na contribui????o de uma nova perspectiva de visualiza????o da satisfa????o do cliente hospitalar. O objetivo geral desse trabalho ?? identificar para o contexto nacional, qual das escalas de satisfa????o do paciente ?? capaz de refletir melhor a avalia????o geral do hospital. Para tanto, utilizou-se de 03 escalas de satisfa????o com o atendimento de enfermagem: A escala PSI de Hinshaw & Atwood, (1982) na vers??o brasileira de Oliveira (2004), a escala NSNS de Thomas, McColl, Priest, Bond, & Boys, (1996) na vers??o brasileira de Dorigan & Guirardello (2013), e a escala GPNS de Halcomb, Caldwell, Salamonson, & Davidson (2011) na sua vers??o j?? nacionalizada (Moglia Junior, Motta, & Lopes, 2015). E para a avalia????o geral do hospital utilizou-se a escala de (Johnston, 1995). Por meio da an??lise de um modelo de equa????es estruturais, identificou-se que a escala NSNS ?? mais adequada para mensura????o da qualidade da equipe de enfermagem que as demais escalas testadas.

Advisors/Committee Members: Lopes, Evandro Luiz, Lopes, Evandro Luiz, Spers, Eduardo Eug??nio, Settervall, Cristina Helena Costanti.

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Submitted by SBI Biblioteca Digital ([email protected]) on 2019-06-27T12:57:29Z No. of bitstreams: 1 AILA ALVES ALVARENGA TAURISANO.pdf: 1454815 bytes, checksum: 088178edbf0d7392e709cbd39f5e83d8 (MD5)

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Coordena??o de Aperfei?oamento de Pessoal de N?vel Superior - CAPES

Stress arising from the hospitalization of a child in a Neonatal Intensive Care Unit (NICU) can influence the behavior of the parents, producing emotional problems, long-term health changes and consequences in the development of the baby. The satisfaction analysis evaluates the functional quality of the health service, considering the individual preferences and expectations of parents regarding the care offered to them and their children. This work seeks to integrate parents' satisfaction with NICU and the levels of stress they present. This is a quantitative, transversal and correlational research. The participants were 32 parents who had their children hospitalized in a NICU at an institution in the city of Campinas-SP. Two instruments were used: the PSS: NICU (Parental Stressor Scale: Neonatal Intensive Care Unit) and EMPATHIC-N. Regarding stress, it was possible to conclude that: the parents present low stress in the subscales "Sounds and images" and "Appearance and behavior of the baby" and presented moderate stress in the subscale "Change in the role of father / mother". The level of stress of the parents who participated in this research in the total number of experiences was considered moderate. There was a statistically significant correlation when comparing the participants' ages with the general and stress levels, therefore, the higher the participant's age, the higher the stress levels. Parents' satisfaction was high in all areas. The highest average was in the "Parental Involvement" domain, and the slightly lower averages are in the "Information" and "Overall Experience" domains. Satisfaction with the medical staff was 8.97, and the nursing team was 8.91, both on a scale of 1 to 10. It was observed that the longer the participant's age, the lower the satisfaction in the professional attitude "and that the higher the gestational age, the lower the satisfaction in the "Information" domain and the lower the general satisfaction of the parents. In correlations between stress and satisfaction scores, it could be observed that the higher the parents' satisfaction with the nursing team, the lower the level of occurrence and the general level of stress in the subscale "Sounds and images" and that, when higher the satisfaction of the parents with the team, lower the general level of stress in the subscale "Sounds and images"

O estresse decorrente da interna??o de um filho em Unidade de Terapia Intensiva Neonatal (UTIN) pode influenciar o comportamento dos pais, produzindo problemas…

Advisors/Committee Members: Andrade, Andr? Luiz Monezi, Enumo, S?nia Regina Fiorim, Dias, Rosana Righetto.

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Submitted by Jadson Francisco de Jesus SILVA ([email protected]) on 2018-07-13T21:18:24Z No. of bitstreams: 1 INSATISFA??O COM O TRABALHO E TRANSTORNOS MENTAIS COMUNS ENTRE TRABALHOS DE SA?DE.pdf: 2263147 bytes, checksum: bbba85bac4a62fb16f9a0e1047f435ba (MD5)

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Conselho Nacional de Pesquisa e Desenvolvimento Cient?fico e Tecnol?gico - CNPq

Job dissatisfaction is a complex phenomenon and depends on internal and external influences to the work environment. It is closely related to the physical and mental health of the worker. However, the association between job dissatisfaction and mental illness has been little explored in the literature. The present study aimed to analyze the job dissatisfaction, referred to by the health care workers of basic care and medium complexity, considering their determinants and effects on mental health (occurrence of common mental disorders - CMD), with specific objectives: describe job dissatisfaction according to sociodemographic aspects and general characteristics of work; to estimate levels of dissatisfaction; to estimate the frequency of CMD; to investigate the association between occupational stress and job dissatisfaction; investigating the association between job dissatisfaction and CMD; considering gender differentials in the estimated associations. A cross-sectional study was conducted in five counties, in Bahia, with 3084 health workers from the medium complexity and primary care services between 2011 and 2012. The results of this dissertation are presented in the format of three scientific articles. In the first article, the job dissatisfaction was evaluated considering the sociodemographic characteristics and general information about the work, the analysis was stratified by gender. It was verified that aspects related to the sexual division of work were positively associated with the levels of job dissatisfaction. In the second article, was evaluated the association of psychosocial aspects of work and job dissatisfaction, based on the combination of occupational stress models (Effort-Reward Imbalance - ERI (mensured by Effort-Reward Imbalance Scale) and Demand-Control Model ?DCM (measured by Job Content Questionnaire - JCQ). The combination of the models proved to be advantageous in investigating the outcome. The third article, analyzed the relationship between job dissatisfaction, referred to by health care workers of basic care and medium complexity, and the occurrence of CMD, using modeling of structural equations. The job dissatisfaction had a direct and positive effect on CMD. The findings reinforce the impact of psychosocial aspects on job dissatisfaction and the impact of job dissatisfaction onmental health with women being the group in which these relationships were more expressive, indicating greater…

Advisors/Committee Members: Ara?jo, T?nia Maria.

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CNPQ

Esta pesquisa investigou rela????es entre congru??ncia pessoa-ambiente, satisfa????o no trabalho e prefer??ncia por estilos de lideran??a. A congru??ncia refere-se ao grau de similaridade entre caracter??sticas pessoais e ambientais. A tipologia desenvolvida por Holland (1997) favorece a avalia????o da congru??ncia pois oferece uma descri????o an??loga entre tipos de interesses e de ambientes ocupacionais, caracterizando-os em seis tipos: realista (R), investigativo (I), art??stico (A), social (S), empreendedor (E) e convencional (C). O modelo RIASEC assume que pessoas buscam ocupa????es congruentes com seus interesses e que a congru??ncia est?? relacionada ?? satisfa????o no trabalho. Estudos de revis??o da literatura t??m encontrado rela????es inconsistentes e sugerido a constru????o de medidas psicom??tricas para avalia????o de ambientes ocupacionais e a investiga????o de vari??veis moderadoras da rela????o congru??ncia-satisfa????o. Considerou-se tamb??m a necessidade de compreender processos de gest??o de pessoas que podem estar relacionados ?? congru??ncia e satisfa????o, atrav??s da investiga????o das prefer??ncias dos estilos de lideran??a de trabalhadores congruentes. Desse modo, o presente trabalho foi organizado em tr??s artigos. O primeiro teve por objetivo construir e validar o Invent??rio de Classifica????o Ocupacional (ICO), para avalia????o dos tipos de ambientes RIASEC. O segundo explorou a influ??ncia das vari??veis moderadoras sali??ncia de carreira, tipos de interesse e diferencia????o de interesses na rela????o congru??ncia-satisfa????o. O terceiro analisou prefer??ncias por estilos de lideran??a entre trabalhadores congruentes. Participaram desta pesquisa um total de 993 trabalhadores (368 homens e 625 mulheres), com idades entre 18 e 76 anos, e com, no m??nimo, seis meses de trabalho na mesma atividade profissional. Os participantes responderam ao ICO e a medidas de interesses ocupacionais, satisfa????o intr??nseca com o trabalho, sali??ncia de carreira e prefer??ncias por estilos de lideran??a. As an??lises fatoriais explorat??rias e confirmat??ria indicaram que o ICO apresentou uma estrutura de seis fatores, de acordo com expectativa te??rica e as escalas RIASEC apresentaram ??ndices de consist??ncia interna satisfat??rios. Desse modo, o ICO foi utilizado para avalia????o da congru??ncia e os ??ndices de congru??ncia gerados apresentaram correla????es significativas com satisfa????o intr??nseca no trabalho. A…

Advisors/Committee Members: Magalh??es, Mauro de Oliveira, Peixoto, Adriano de Lemos Alves, Moscon, Daniela Campos Bahia, Teixeira, Marco Ant??nio Pereira, Gondim, S??nia Maria Guedes.

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Submitted by ÍRIS MARQUES TAVARES SARDELARI null ([email protected]) on 2017-05-29T02:57:45Z No. of bitstreams: 1 Dissertacao_defesa_entrega_Final.pdf: 2696951 bytes, checksum: e21385aeaa969f112e230add4841d2fc (MD5)

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As Tecnologias da Informação e da Comunicação possibilitam a criação de espaços menos hierárquicos de circulação de informações. Os usuários vêm utilizando os sites de redes sociais como espaço para compartilhar informações, interesses e conhecimentos comuns. Por isso, diversas empresas no Brasil, à procura de formas para aprimorar sua estrutura informacional como base para satisfazer as necessidades dos seus clientes, consideram essas mídias como uma importante ferramenta de estratégia empresarial. Nesse sentido, esta pesquisa tem como objetivo analisar as atividades de gestão da informação que subsidiam o processo de gestão do relacionamento com consumidores que interagem com uma organização financeira por meio do Facebook. Para isso, inicialmente apresenta-se uma revisão da literatura nacional e internacional sobre os conceitos de: dado, informação, conhecimento, gestão da informação, redes e mídias sociais, gestão do relacionamento com o cliente, bem como outras temáticas que se fizeram necessárias. Depois, na fase empírica da pesquisa, foi estudado o ambiente organizacional de um grande banco de varejo brasileiro no que se refere ao relacionamento com consumidores a partir do Facebook. Para a organização e coleta de dados foi escolhido o método Estudo de Caso Único, com base nas orientações de Yin (2015). Como ferramentas e instrumentos de coleta de dados foram escolhidos: entrevistas; análise de documentos e registro em arquivos. Para a análise dos dados, utilizou-se o método da Análise de Conteúdo, conforme Bardin (2011). Como resultados finais, verificou-se que a integração das Gestões de Relacionamento com Clientes e da Informação são importantes para a formulação de estratégias organizacionais no que se refere à obtenção de informações de sites de redes sociais como formuladoras de relacionamento duradouros e geradoras de receitas financeiras incrementais.

Information and Communication Technologies created less hierarchical spaces for information circulation. Users have been using social networking sites as a space to share information, interests and common knowledge. For this reason, several companies in Brazil, looking for ways to improve their information structure as a basis to satisfy the needs of their clients, consider these media as an important business strategy tool. In this sense, this research aims to analyze information management activities that…

Advisors/Committee Members: Universidade Estadual Paulista (UNESP), Castro Filho, Cláudio Marcondes de [UNESP].

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Dissertação apresentada como requisito parcial para obtenção do grau de Mestre em Estatística e Gestão de Informação.

A satisfação do cliente é hoje o principal critério para determinar a qualidade que é oferecida ao cliente pelos produtos/serviços (Vavra, 1997). Uma questão de sobrevivência para as empresas num mundo globalizado. As questões acerca da satisfação do cliente surgem do próprio conceito de marketing, que busca incessantemente a adequação entre o que é oferecido pela empresa e o que os clientes necessitam ou desejam. Segundo Kotler (1999), satisfação é o sentimento de prazer ou de desapontamento resultante da comparação do desempenho esperado pelo produto (ou resultado) em relação às expectativas da pessoa. O presente estudo direciona estes conhecimentos, pois visa identificar os factores que afectam a satisfação e a lealdade do turista e está apoiado pelas idéias de Johnson e Gustafsson (2000), os quais afirmam que a qualidade dos produtos e serviços, satisfação e lealdade do cliente, deveriam ser estudadas de maneira sistêmica de modo a tentar descobrir quais características de qualidade influenciam a satisfação dos clientes e as quais conduzem à sua lealdade.

Advisors/Committee Members: Simões, Pedro Miguel Pereira.

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Submitted by Nadir Basilio ([email protected]) on 2019-07-04T19:22:03Z No. of bitstreams: 1 Donizetti da Silva Lopes.pdf: 1322717 bytes, checksum: 7627a7cb3abf81c57ca5824bca0964a9 (MD5)

Made available in DSpace on 2019-07-04T19:22:03Z (GMT). No. of bitstreams: 1 Donizetti da Silva Lopes.pdf: 1322717 bytes, checksum: 7627a7cb3abf81c57ca5824bca0964a9 (MD5) Previous issue date: 2019-03-26

To evaluate the satisfaction of the elderly with a network referenced in the home care, is a success factor in the provision of health services, the investigation of satisfaction levels, allows to apprehend the view of the elderly and their families about the services that are being provided by the network referenced after hospital discharge at his residence. So that this service can be offered Law 13.003 of 2014, which reinforces the obligation of the existence of contracts signed between the operators of plans and hospitals, clinics, autonomous health professionals, diagnostic imaging services and laboratories that make up their referenced network for document and formalize the relationship between these parties. In addition to the object and nature of the contract, there must be the quality of the service provided to the beneficiary in its adequate treatment, either in hospital admission or after discharge to residence with the intuition of promoting satisfaction (ANS). Home care requires the commitment of all professionals during the execution of the daily tasks, achieving this commitment is one of the main challenges of the managers who provide the service for the Elderly Care Program (PAI). Given this context, the general objective of the research, of a descriptive and quantitative nature, is to analyze the satisfaction and quality perceived by the beneficiaries of health care providers. The chosen method was the instrument validated by the SERVQUAL scale. The data were collected from a questionnaire sent by Google Forms to the relative of the elderly, its interpretation was through the analysis instrument contained in the questionnaires and the secondary documents surveyed. The study contributed to the evaluation requirements of the providers of the dehospitalization services, allowing the dehospitalization service managers to identify the critical factors in the provision of home services and propose effective improvement and innovation of the practice of care to be administered to the elderly.

Avaliar a satisfa????o dos idosos com rede referenciada no atendimento domiciliar, ?? um fator de sucesso na presta????o de servi??os em sa??de, a investiga????o dos n??veis de satisfa????o, permite apreender o olhar dos idosos e familiares sobre os servi??os que est??o sendo prestados pela rede referenciada ap??s a alta hospitalar em sua resid??ncia. Para que este servi??o possa ser oferecido a Lei 13.003 de 2014, que refor??am a obrigatoriedade da exist??ncia de contratos assinados entre as operadoras de planos e hospitais, cl??nicas, profissionais de sa??de aut??nomos, servi??os de diagn??stico por imagem e laborat??rios…

Advisors/Committee Members: Assis, Sonia Francisca Monken de, Assis, Sonia Francisca Monken de, Ribeiro, Ana Freitas, Lamy, Marcelo, Quoniam, Luc, Ferraz, Renato Ribeiro Nogueira.

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The relationship between consumers and companies has been explored for over three decades by theorists, and in practice, it has been used to generate a economic development. As these studies were detailed, the relationship quality, based on the lasting connection among the sellers and consumers, that create competitive advantages that are difficult to reproduce, considering the intangible aspects. As we researched available literature on the theme, we realized that there were no studies relating to the development of the relationship quality among the sellers and consumers of door to door sale, and, in order to establish the parameters, a depth interview was conducted, considering the sales in store environment. Using the theoretical model developed by Roberts, Varki e Brodie (2003), a qualitative exploratory research was conducted with salespeople and customers, in both sales formats in the cosmetic market, in order to identify how the relationship quality is formed, and also how the trust (in the integrity, as well as in the benevolence), commitment, satisfaction and the affection conflict play a role in this development. In this study were not found evidence of differences in the development of the quality of the relationship between the two formats of sale.

H? mais de tr?s d?cadas o tema relacionamento entre consumidores e empresas ? explorado por acad?micos e praticado no campo empresarial com o intuito de gerar desenvolvimento econ?mico. Do aprofundamento deste estudo, surgiu a qualidade do relacionamento que tem como foco os relacionamentos duradouros entre vendedores e consumidores que geram diferenciais competitivos dif?ceis de serem copiados, devido aos seus aspectos intang?veis. Ao pesquisar a literatura dispon?vel sobre este assunto, percebeu-se que n?o existiam estudos dispon?veis sobre o desenvolvimento da qualidade do relacionamento entre vendedores e consumidores no formato de venda porta a porta e, para estabelecer par?metros, realizou-se a pesquisa tamb?m no formato de venda em ambiente de loja. Utilizando o modelo te?rico desenvolvido por Roberts, Varki e Brodie (2003), realizouse uma pesquisa qualitativa explorat?ria junto a vendedores e consumidores destes dois formatos de venda no mercado de cosm?ticos, com o intuito de conhecer como a qualidade do relacionamento desenvolve-se neste mercado e, tamb?m, como as suas dimens?es confian?a (tanto na integridade, quanto na benevol?ncia), comprometimento, satisfa??o e conflito afetivo influenciam neste desenvolvimento. Nesta pesquisa n?o foram constatados ind?cios de diferen?as no desenvolvimento da qualidade do relacionamento entre os dois formatos de venda.

Advisors/Committee Members: Espartel, L?lis Balestrin.

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Submitted by Biblioteca de Adminsitra????o ([email protected]) on 2017-07-25T12:08:20Z No. of bitstreams: 1 Maria C??lia da Silva Lima.pdf: 3717074 bytes, checksum: e200f48335c1015950ffe25a8ea340fd (MD5)

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Esta disserta????o teve como objetivo avaliar o impacto das a????es de capacita????o, oferecidas por uma Universidade P??blica Federal, no trabalho individual dos egres-sos das a????es e verificar a rela????o do impacto do treinamento no trabalho (medida em amplitude), com o desenvolvimento profissional e com os comportamentos de cidadania organizacional. A pesquisa ?? caracterizada como descritiva com delinea-mento correlacional, utilizando-se para investiga????o as abordagens quantitativa e qualitativa, e uma combina????o de fontes de informa????es: documentos, o pr??prio trei-nando (autoavalia????o) e chefias imediatas (heteroavalia????o). A pesquisa teve um percurso metodol??gico constitu??do de tr??s etapas: an??lise documental, survey com os egressos e grupo focal com as chefias. O instrumento de coleta de dados junto aos egressos foi composto pela escala de autoavalia????o de impacto do treinamento no trabalho (medida em amplitude), escala de percep????o atual do desenvolvimento profissional e a escala de comportamentos de cidadania organizacional, todas vali-dadas em outros estudos e contou com uma amostra de 231 respostas v??lidas. Em-pregou-se como par??metro na an??lise documental o conceito de treinamento enten-dido como um processo composto por tr??s fases: levantamento de necessidades, planejamento/execu????o e avalia????o. O Grupo focal foi realizado com a participa????o de 11 gestores. Os dados quantitativos foram submetidos ??s an??lises estat??sticas descritivas e ?? t??cnica de modelagem de equa????es estruturais, enquanto os dados qualitativos foram analisados pela an??lise de conte??do. Como resultados, obteve-se: identifica????o de falhas no processo de treinamento; percep????o de um expressivo desenvolvimento profissional e da frequ??ncia das pr??ticas de comportamentos de cidadania organizacional nos ambientes de trabalho. Em rela????o aos modelos testa-dos, indicaram que o impacto do treinamento explica positiva e significativamente 12% o desenvolvimento profissional. Contudo, para as dimens??es de comportamen-tos de cidadania organizacional, apesar do impacto ser significativo estatisticamente, o grau de influ??ncia foi muito baixo. Para divulga????o da imagem organizacional foi de 10%, coopera????o com os colegas de 3%, sendo que a dimens??o sugest??es cria-tivas obteve um grau maior (22%). Os resultados tamb??m mostraram que houve converg??ncias entre a opini??o dos egressos e das chefias em…

Advisors/Committee Members: Rowe, Diva Ester Okazaki, Mour??o, Luciana, Oliveira, Abdinardo Moreira Barreto de.

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Submitted by Jorge Silva ([email protected]) on 2018-12-06T15:16:50Z No. of bitstreams: 1 2016 - Bruno Azevedo Gomes Freitas.pdf: 1962146 bytes, checksum: 73453ab623f6ca603c55a4438bc193a8 (MD5)

Made available in DSpace on 2018-12-06T15:16:50Z (GMT). No. of bitstreams: 1 2016 - Bruno Azevedo Gomes Freitas.pdf: 1962146 bytes, checksum: 73453ab623f6ca603c55a4438bc193a8 (MD5) Previous issue date: 2016-06-02

Brazilian society increasingly demands quality public services assuming the application of established practices in private management would support the managerial model called New Public Management, a model that aims to assist managers to meet this demand. The Federal Higher Education Institutions - FHEI - need to professionalize the management to achieve excellence in public service. This research started asking: What is the composition of the satis-motivational dynamics of the administrators? who work at the Federal University of Juiz de Fora ? UFJF? The research goal was to diagnose the components of the satis-motivational dynamics that impacts the work of the technical-administrative civil servants - TA - who make their professional career in the position of administrator in the FHEI. The answer achieved may subsidize the construction of pertinent policies of people management and the implementation of strategic people management within the UFJF. Qualitative data was collected through interviews with ten out of the 42 administrators who work at UFJF. Such interviews were recorded in audio, transcribed and interpreted by inductive and phenomenographic analysis procedures. The main findings: (1st) motivation to work vary according to the conception of work developed by each individual through subjectively experiencing the performed work; (2d) the motivational factors that positively impact the work of TAs administrators in UFJF are related to: (i) the content of the job they perform; (ii) the recognition they receive; (iii) their sense of accomplishment; (iv) the importance they confer to their work; (3d) such motivational factors manifested according to two working concepts revealed by the interviewees: (a) work as having relevant social impact of organizational results; (B) work as an achievement of personal goals within the organization. It were also identified motivational factors that negatively impact the TA administrators? motivation as well as the ones that bring them satisfaction and dissatisfaction in their work. The administrators? in UFJF satis-motivational dynamic is compounded by: their profile, the activities they carried out and the career horizon they perceive at UFJF. Based on this satis-motivational diagnosis it was drawn up a proposal for a satis-motivational program relevant to the administrators? career as technician public servants in UFJF and pertinent to the organizational context. This diagnosis revealed evidence of an existing crisis of motivations linked to the examined workforce over qualification that tends to result in a loss of their motivation when carrying out…

Advisors/Committee Members: Villardi, Beatriz Quiroz, Villardi, Beatriz Quiroz, Galindo, Fl?via Luzia da Cunha, Esther, Angelo Brigato.

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Reaching customer satisfaction through service delivery is considered a critical way source for companies to achieve competitive advantage. Thus, the sources of customer satisfaction has been widely discussed in the marketing field. Based on assumptions of the Service Dominant Logic (SDL), researchers have emphasized the co-creation of value by both customers and suppliers throughout the process of providing services. However, several aspects related to this matter suggest important inconsistencies, perceived by academics and managers. Seeking to clarify these ambiguities, researchers emphasize the need to understand the effects of co-creation of value by consumers and organizations on customer satisfaction. For this reason there have been continuous attempts to explain the effects of customer participation on his/her satisfaction and perceived value during the process of service delivery. Yet, since satisfaction is a complex and abstract factor, the description and understanding of its sources is an essential condition for the comprehensive understanding of how the variable is influenced. To this end, this study proposes a model that connects predictors of customer satisfaction considering SDL assumption and convenience and quality of service as sources that were identified as relevant aspects for customer satisfaction related to financial services. The proposed model tested by means of a study that resorted to multivariate analysis techniques focused on conducting structural equation modeling. A sample of six hundred and eight cases (n = 608) was obtained, which enabled the measurement of the researched variables using existing scales of satisfaction in financial services. The participants were undergraduate students from five different universities, who considered their main provider of banking services to answer the survey questions. The measures for assessing customer satisfaction, economic value, customer involvement, convenience and quality of service have proven reliable and valid. The predictive effects of convenience, economic value and quality of service have proved to be significant for customer satisfaction. Quality of service was identified as a mediator of the relationship between convenience and customer satisfaction. Results, however, have shown that customer participation has a negative impact on customer satisfaction, thus bringing relevant findings to the theme of value co-creation and presenting discussions for future studies.

A busca da satisfa??o do cliente com a presta??o de servi?os ? considerada uma fonte relevante para as empresas obterem vantagem competitiva. Dessa forma, o entendimento dos antecedentes da satisfa??o do cliente tem sido amplamente discutido no campo de marketing, que sinaliza pesquisadores enfatizando a cocria??o de valor com consumidores durante os processos de presta??o de…

Advisors/Committee Members: Damacena, Cl?udio.

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Submitted by Jorge Silva ([email protected]) on 2019-11-06T19:29:36Z No. of bitstreams: 1 2015 - Saionara Rosa da Cruz.pdf: 1532826 bytes, checksum: b863cd83766c4526097f5062f3524873 (MD5)

Made available in DSpace on 2019-11-06T19:29:36Z (GMT). No. of bitstreams: 1 2015 - Saionara Rosa da Cruz.pdf: 1532826 bytes, checksum: b863cd83766c4526097f5062f3524873 (MD5) Previous issue date: 2015-09-10

This research took place in the Federal Fluminense Institute - campus Bom Jesus do Itabapoana and aimed to investigate the satisfaction of students in interpersonal relationships within the campus, from the contributions of Positive Psychology. The existing concerns in the agricultural vocational technical education in order to alleviate the gap between theory and practice and between the school and the realities of the working life have achieved highlights among education professionals working in Brazilian's technical education farming schools. The school needs to be dynamic, flexible and attractive. It also must be prepared to form creative and critical citizens who are willing to take challenges. The school should be well structured too and perform functions that meet the needs of their students. And in addition to these features, the school is an area where something very valuable is built: relationships. The Positive Psychology turns itself to the positive emotions, virtues and personal strengths to become a science that deals with the individual characteristics with the positive institutions, and the positive experience of human beings, prioritizing its functional aspects. Thus, improve the relations of friendship, physical health, love and personal fulfilment, because when we are happy we think less of ourselves and start to look each other and share what we have to offer. The theoretical framework was based on researchers on Positive Psychology. The research had a qualitative approach seeking subjectivity in the responses of the participants. The methodology included 60 students, of both sexes, aged between 15 and 18, from 2nd and 3rd year of the Technical Integrated Education. The instrument was a questionnaire with open questions. Responses were categorized according to Bardin's content analysis. All ethical principles of human research were respected during this research. From the students surveyed, 47.00 % showed satisfaction while 33.00% said they are not satisfiedwith the interpersonal relationships within the campus, and they need to improve.Other responses indicated that the active leisure activities generate satisfaction, totaling 45.90%, supporting the literature which suggests that these occupations are pleasurable, facilitate reaching the flow. The result had practical significance for application of interventional strategies that could use the positive experiences as a resource for improving relations on campus and to guarantee the improvement of personal and professional life of the whole school community.

Estapesquisa ocorreu no Instituto Federal Fluminense ?campus Bom Jesus do Itabapoana e…

Advisors/Committee Members: Gon?alves, S?lvia Maria Melo, Gon?alves, S?lvia Maria Melo, Damasceno, Allan Rocha, Rocha, F?tima Niemeyer da.

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Submitted by Santiago Fabio ([email protected]) on 2013-01-31T20:02:13Z No. of bitstreams: 1 aaaaaaaa.pdf: 395221 bytes, checksum: 40e34962de440f615009fb788a806476 (MD5)

Approved for entry into archive by Fatima Cle??menis Botelho Maria ([email protected]) on 2013-02-04T15:50:30Z (GMT) No. of bitstreams: 1 aaaaaaaa.pdf: 395221 bytes, checksum: 40e34962de440f615009fb788a806476 (MD5)

Made available in DSpace on 2013-02-04T15:50:30Z (GMT). No. of bitstreams: 1 aaaaaaaa.pdf: 395221 bytes, checksum: 40e34962de440f615009fb788a806476 (MD5) Previous issue date: 2007

Este trabalho de pesquisa com car??ter explorat??rio tem como objetivo central conhecer como as empresas privadas prestadoras de servi??o avaliam o desempenho do ombudsman de cliente. Para tanto, foi feito um levantamento dos indicadores usados por um grupo de dez organiza????es, no qual apenas uma delas n??o ?? privada, mas n??o possui o monop??lio do servi??o avaliado e, portanto, est?? sujeita ?? competi????o do mercado. A fundamenta????o te??rica do estudo foi constru??da a partir da abordagem dos conceitos de satisfa????o do consumidor, justi??a (distributiva, interpessoal e processual) confian??a e comprometimento e suas influ??ncias no desenvolvimento e manuten????o de relacionamentos duradouros entre fornecedores e consumidores. A an??lise dos dados obtidos mostra que as empresas que adotam a institui????o do ombudsman mensuram seus resultados com foco na estrutura e nas atividades operacionais, apenas organiza????es mais maduras na utiliza????o do ombudsman avaliam sua influ??ncia na manuten????o do relacionamento com os consumidores.

Salvador

Advisors/Committee Members: Cardoso, Claudio Guimar??es.

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Submitted by PPG Pediatria e Sa?de da Crian?a ([email protected]) on 2018-05-17T17:07:44Z No. of bitstreams: 1 DISSERTAC?A?O_ALESSANDRA Homologada.pdf: 2515370 bytes, checksum: ad16338aa10d94f13cf00eb3c4fe55c1 (MD5)

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Made available in DSpace on 2018-05-28T18:44:59Z (GMT). No. of bitstreams: 1 DISSERTAC?A?O_ALESSANDRA Homologada.pdf: 2515370 bytes, checksum: ad16338aa10d94f13cf00eb3c4fe55c1 (MD5) Previous issue date: 2018-03-08

Coordena??o de Aperfei?oamento de Pessoal de N?vel Superior - CAPES

Introduction: Measures of quality assessment in Pediatric Intensive Care Units (PICUs) are generally related to clinical parameters. However, parental satisfaction is also considered an important indicator. Satisfaction surveys are already carried out frequently, but the questionnaires are not evaluated in relation to validity and reliability. In the Netherlands, the Empowerment of Parents in the Intensive Care 30 (EMPATHIC-30) questionnaire was developed to assess parental satisfaction in UTIO. In Brazil, validated questionnaires were not found for this purpose, so our aim is to translate, culturally adapt and validate the content of EMPATHIC-30 to evaluate parents' satisfaction in Brazilian PICUs. Methods: : the translation and cultural adaptation was carried out according to the protocol of the translation and cultural adaptation group of the International Society for Pharmacoeconomic Research - ISPOR 2005. The content validation was carried out by a committee of experts. After that, the mean and standard deviation (SD) for all items were calculated, and the content validity coefficient (CVC) for each item and for the instrument as a whole. Conclusion: EMPATHIC-30 was translated and adapted culturally to the Brazilian population. Validation demonstrated a total above-average CVC, confirming the validity of the instrument content.

Introdu??o: As medidas de avalia??o da qualidade em Unidades de Terapia Intensiva Pedi?tricas (UTIP) s?o geralmente relacionadas a par?metros cl?nicos. Contudo, a satisfa??o dos pais tamb?m ? considerada um indicador importante. Pesquisas de satisfa??o j? s?o realizadas com frequ?ncia, por?m os question?rios n?o s?o avaliados em rela??o ? validade e ? confiabilidade. Na Holanda, foi desenvolvido o question?rio Empowerment of Parents in the Intensive Care 30 (EMPATHIC-30) para avaliar a satisfa??o dos pais em UTIP. No Brasil, n?o foram encontrados question?rios validados para este fim, desta forma, nosso objetivo ? traduzir, adaptar culturalmente e validar o conte?do do EMPATHIC-30 para avaliar a satisfa??o dos pais em UTIP brasileiras. M?todos: a tradu??o e adapta??o cultural foi realizada conforme protocolo do grupo de tradu??o e adapta??o cultural da Sociedade Internacional para Pesquisas Farmacoecon?micas ? ISPOR 2005. A valida??o do…

Advisors/Committee Members: Garcia, Pedro Celiny Ramos.