Relacionamento com clientes no mercado de serviços : um estudo exploratório na atividade de facilities centers

A satisfação do cliente se apresenta como objeto de inúmeros estudos e pesquisas acadêmicas sobre o comportamento do consumidor muito em função da sua implicação gerencial direta para fidelização, retenção do cliente, estabelecimento de relações duradouras e a consequente sustentabilidade do negócio. Em função da experiência profissional do autor, essa dissertação compara as percepções de satisfação de lojistas de dois shopping centers com os respectivos serviços de facilities dada a decisão gerencial de terceirização ou internalização dessas atividades. Os dados coletados junto aos consumidores organizacionais através de entrevistas presenciais foram analisados com base estatística e os resultados mostram indícios de que essa opção gerencial tem significativa relevância na formação da satisfação do cliente. Além dessa conclusão principal, são oferecidas ainda discussões entre as perspectivas teóricas e os resultados da pesquisa de campo bem como possibilidades de aprofundamento do estudo. Por fim, apresentam-se algumas implicações e contribuições teóricas e gerenciais do presente estudo para acadêmicos e gestores de negócios, respectivamente.

Construction of facilities under asymmetric information: do constitutional constraints matter?

This paper studies construction of facilities in a federal state under asymmetric information. A country consists of two regions, each ruled by a local authority. The federal government plans to construct a facility in one of the regions. The facility generates a local value in the host region and has spillover effects in the other region. The federal government does not observe the local value because it is the local authority's private information. 80 the federal governrnent designs an incentive-compatible mechanism, specifying if the facility should be constructed and a balanced scheme of interregional transfers to finance its cost. The federal governrnent is constitutionally constrained to respect a given leveI of each region's welfare. We show that depending upon the facility's local value and the spillover effect, the governrnent faces different incentive problems. Moreover, their existence depends crucially on how stringent constitutional constraints are. Therefore, the optimal mechanism will also depend upon these three features of the model.

The impact of the 2008 economic recession on three residential property type investments: a case study of five diverse zip codes in Washington DC, USA

There has been 47 recessions in the United States of America (US) since 1790. US recessions have increasingly affected economies of other countries in the world as nations become more and more interdependent on each other. The worst economic recession so far was the “Great Depression” – an economic recession that was caused by the 1929 crash of the stock market in the US. The 2008 economic recession in the US was a result of the burst of the “housing bubble” created by predatory lending. The economic recession resulted in increased unemployment (according to NBER 8.7 million jobs were lost from Feb. 2008 to Feb. 2010); decrease in GDP by 5.1%; increase in poverty level from 12.1% (2007) to 16.0% (2008) (NBER) This dissertation is an attempt to research the impact of the 2008 economic recession on different types of residential investments: a case study of five (5) diverse neighborhoods/zip codes in Washington DC, USA The main findings were that the effect of the 2008 economic depression on the different types of residential properties was dependent on the location of the property and the demographics/socio-economic factors associated with that location.