Gestão de satisfação e fidelidade do cliente na hotelaria :um estudo sobre os fatores que influenciam a satisfação e a fidelidade do turista internacional no Brasil

The objective of this thesis was studying the factors which contribute to customer s satisfaction and loyalty, focusing the Norwegian model of satisfaction and loyalty of the consumer, applied in the sector of hotel services in Natal/RN, Brazil. The theoretical research was led through the concepts of service quality, customer satisfaction and loyalty, models of quality management systems, national index of customer s satisfaction and methods which evaluate the customer s satisfaction. The field research was carried through from December 1st of 2004 to 24 st, among 381 international tourists who had been housed in the hotels of Natal. The analyses of the data had been made through the descriptive statistics and analysis of multiple regression. The results had evidenced that the main precedents variables of satisfaction had been: hotel s room, staff friendliness, hotel restaurant food and price paid; these are factors which explained, in 56,0% the variation of satisfaction with hotels. In relation to the constructs which had influenced the tourist s loyalty, were founds: tourist s satisfaction, hotel image and affective commitment, which had explained 53.0% of the data variability. The complaint management resulted as a basic factor for the tourist s satisfaction and loyalty

Tenho um problema: não gosto de ler! A formação do leitor literário construção compartilhada do prazer de ler

Esta tesis de maestría es el resultado de una investigación de carácter cualitativo y etnometodológico, realizada entre agosto de 2003 y junio de 2004, en una escuela primaria estatal, ubicada en Natal RN (Brasil). Su objetivo fue investigar la recepción de la lectura de literatura por parte de una maestra a la que, según reveló, no le gustaba leer y no se consideraba lectora de literatura. Se buscó investigar la mediación que le posibilitara llegar a ser lectora, comprender cuáles son los aspectos que influyen en la relación entre el lector en formación y la lectura de literatura, y verificar cómo repercute ese proceso de formación en la práctica docente de la maestra estudiada. Los procedimientos de investigación fueron aplicados con flexibilidad, tomando en cuenta el proceso de formación lectora de la docente. Los principales instrumentos utilizados fueron dos entrevistas semi-estructuradas, realizadas con la maestra, y notas de campo, que adquirieron el formato de un diario de investigación. En la primera etapa, fueron realizadas treinta sesiones de lectura, para posibilitar el acercamiento de la maestra a diferentes textos literarios. En la segunda etapa, fueron realizados tres encuentros de planificación con la maestra y cinco clases de lectura con sus alumnos. El análisis focaliza la recepción de la lectura literaria por parte de la maestra, abordando diferentes aspectos: su historia en relación con la lectura; la identificación, el contrato ficcional y la relación texto-vida; las previsiones y sus verificaciones; la mediación y el andamiaje brindados para introducir a la maestra en la cultura de la lectura. Se focaliza también la relación entre sus roles de lectora y de mediadora de lectores. Los fundamentos teóricos se basan, principalmente, en Coulon (1995a, 1995b), Vigotsky (1989, 1991, 2003), Graves y Graves (1995), Smith (1991), Jauss (2002), Iser (1996, 1999) y Amarilha (1996, 2001). Como resultados de este trabajo, se destacan el interés de la maestra, la manera en que ella se involucró con las historias leídas mediante procesos de identificación con algunos personajes y la relación que estableció entre los textos y su historia; esos procesos indican avances significativos en su vínculo con la lectura de literatura. La mediación ocupó un papel central en la consecución de aquellos avances. Vale destacar que la relación texto-vida fue establecida por la maestra con cierta ingenuidad, lo que le impidió vivenciar lo ficcional como una actividad lúdica. Se considera necesario un contacto más intenso y regular con textos de ficción, para que la docente pueda distanciarse de su vida cotidiana y adquirir la autonomía y la conciencia transformadora que le permitirán ir y volver de la realidad a la ficción, enriqueciéndose, sin confundirlas. Ese contacto no depende sólo de una actitud individual y personal de la maestra, sino del contexto institucional y social en el cual está inmersa. En ese sentido, la segunda etapa del trabajo de campo demostró que el pasaje de la formación lectora inicial a una acción pedagógica adecuada es complejo; los procesos no son lineales y, todavía, queda un largo camino por recorrer

Atividade de morcegos insetívoros (mammalia, chiroptera) no pampa brasileiro: uso de hábitat e sazonalidade

Bats correspond to 20% of the extant mammal species and, with a few exceptions, use echolocation, a spacial orientation system based on emission and analysis of echoes from sound waves, generally ultrasounds. Echolocation was discovered in the 1940 s and since the 1970 s ultrasound detectors have been commercially available, allowing the investigation of several aspects of the natural history and ecology of bats. Passive acoustic monitoring has been frequently used in habitat use studies, predominantly in North America and Europe, by comparing the number of bat passes between different habitat types. This dissertation presents the first evaluation of the spacial and seasonal variation patterns in the activity of insectivorous bats in the Brazilian biome Pampa, in the state of Rio Grande do Sul. Since bat activity can vary according to habitat type, time of year and climatic conditions, the following hypotheses were tested: 1. bat activity varies between different types of habitat; 2. bat activity varies seasonally; 3. bat activity is influenced by temperature, humidity and wind speed. The acoustic samples were taken along fixed transects of 1500 meters, which were monitored monthly from April 2009 to March 2010. Five habitat types were sampled: eucalypts, stream, riparian forest, wetland and grassland. In each sample, the number of bat passes was obtained by using an ultrasound detector Pettersson D230. A total of 1183 bat passes were registered. Greater bat activity levels was observed along large eucalypts (1.93 bat passes/3min) and along a stream (1.61 bat passes/3 min). A riparian forest (0.94 bat passes/3 min) and a wetland area (0.61 bat passes/3 min) exhibited statistically equal levels of activity. Bat passes were fewer in grassland areas (0,16 bat passes/3 min). Bat activity was not correlated with abiotic factors. However, bat activity was significantly low in the colder season, winter, and was similar in autumn, spring and summer. The observed preference for vegetation borders and water courses agrees with reports from other countries and is attributed predominantly to the high prey abundance in these types of environments. Additionally, low activity in the winter is probably a response to the reduced availability of insects, and to lower temperatures. Our results indicate which areas of arboreal vegetation and water courses should be priorities for the conservation of bats and that alterations of these habitat types might negatively influence bat activity in the region

A democracia participativa na jurisdição constitucional brasileira: o amicus curiae enquanto mediador democrático no controle concentrado de constitucionalidade no Supremo Tribunal Federal

This master thesis aims to research the tension established between the judicial review and democratic theory which was always present in the constitutional doctrine of separation of powers. In this regard, the expansion of the Brazilian constitutional jurisdiction checked after the occurrence of the Federal Constitution of 1988 and the inertia of the Legislature in disciplinary relevant legal aspects of Brazilian society contributed to a hyperactivity of the Supreme Court. However, in a complex society of context, as is the Brazilian society, there are contained demands and political controversies that hardly would be well represented or resolved through the action of the Court of ministers at the expense of other government bodies. Among the supremacy of Parliament and the legitimacy deficit of these magistrates, is the constitutional text and the social fabric that makes this legal status of the political. Participatory democracy established by the guidelines of the Federal Constitution requires this perspective when the Supreme Court acting in place of concentrated constitutionality control. In a plural society, there is no reason to get rid of state decision moments popular participation. Lack the Supreme Court, this time, the democratizing perception that the institute brings to the interior of the Court, as state determination of space in which to come together and meet the aspirations of society and state claims. The dissertation investigates thus the possibility of amicus curiae Institute serve as a mediator of the democratic debate, to assist the Supreme Court in the preparation of the decision is, historically, that which is of greater legitimacy, from the perspective of a theory participatory democracy. Analyzes, likewise, the unfolding of abstract judicial review in the context of Brazilian law. Proposes, incidentally, a rereading of the separation of powers, with the call for the Judiciary be careful not to become the protagonist of national political decisions. It maintains, finally, that procedural opening the interpreters of the constitution, through the amicus curiae Institute, shows up as able to decrease the legitimacy deficit in the performance of the Brazilian Supreme Court.

Expectativas reprodutivas de pais e filhos: uma avaliação do conflito pais-prole

Reproduction is an essential part of humans species’ existence and survival. We are interested in securing it, and having a direct interest in the reproduction of those with whom we have strong genetic relationship. Trivers (1974) featured the parent-offspring conflict, as a divergence about the parents’ investment, which has been mainly studied in the early stages of children’s development. However, the divergence in investment can also be expressed at the time of the reproductive decisions of the offspring. Thus, we investigated whether parents and children have conflicting interests regarding reproductive expectations of the children, understanding reproductive expectations as desired age to marry, have children, have sexual intercourse and desired amount of children. We found that parents and children disagree on some of these points, we also find a more conservative expectation when it comes to daughters, reiterating the daughter-guarding hypothesis. When we consider how much help would be given towards the up bringing of a grandson, we found a clear variation according to the age of the baby's parents: the younger the baby’s parents are, the larger the amount of assistance would be provided by grandparents. Considering the amount and quality of offspring and conditions of reproduction, parental investment is an element that presents itself closely linked to the history of the subject's life. Parents are the first to communicate to children how the environment in which they are inserted is presenting itself. As the life history is closely linked with reproduction, and, therefore, with parental investment, we intend to investigate whether there is a correlation between aspects of the individuals’ history of life (unpredictability and parental care) and their reproductive expectations, seeking further assess on whether there is relationship between parents' life history and their reproductive expectations for their children. We find evidence that partially confirm our expectations; we find relationships of some elements of reproductive expectations with indicators of unpredictability and parental care. The experiences of parents also reflected in their expectations for their children, with a more present correlation to their expectations for daughters. From our results, we find evidence that parent-offspring conflict appears in the reproductive expectations of children and relates to aspects of individuals’ life history.