A informação estatística na tomada de decisão das Bibliotecas do Ensino Superior em Portugal

Este estudo procurou, por um lado, caracterizar as bibliotecas das Universidades públicas portuguesas em termos de recolha de dados estatísticos, seu tratamento e posterior utilização na gestão e tomada de decisão nessas bibliotecas. Por outro lado, procurou auscultar a satisfação do staff e a satisfação dos utilizadores dessas mesmas bibliotecas. Além desta competente mais descritiva, este estudo incluiu também uma componente explicativa baseada num modelo teórico que sugere, primeiramente, a existência de uma relação entre a utilização de informação estatística (IE) na gestão e tomada de decisão e a satisfação do staff e a satisfação dos utilizadores. E, seguidamente, a presença de uma relação de interdependência entre o grau de satisfação do staff e o grau de satisfação dos utilizadores, tal como é sugerido pela teoria da cadeia de lucro na prestação de serviços (Heskett et al., 1994). Foi possível apurar a existência de uma cultura de recolha de dados estatísticos, tratamento e utilização dessa informação para a gestão e tomada de decisão entre as bibliotecas participantes. O estudo também revela que a recolha e utilização de IE tem um impacto positivo na satisfação dos utilizadores, mas afecta negativamente a satisfação do staff com o ambiente de trabalho. / ABSTRACT; This study characterizes the Portuguesa Higher Education Libraries with respect to the collection of data, its statistical analysis and subsequent use in the management and decision making of these Libraries. ln addition, the study also tried to obtain information on the level of satisfaction of staff and users in the same Libraries. Besides this descriptive component, this study includes an explicative component based on a theoretical model. This model first suggests the existence of a positive relationship between the use of statistical information in management and decision making in a Library and the level of satisfaction of users and staff. A second prediction of the model is the existence of an interdependence relationship between the level of satisfaction of the staff and the level of satisfaction of the users, as it is suggesting by the service-profit-chain theory (Heskett et al., 1994). The results reveal the existence of a culture of data collection, statistical analysis of the data and subsequent use in management and decision making among the participant libraries. The study also shows that the collection and use of statistical information has a positive impact on the level of satisfaction of the users but a negative impact on the level of satisfaction of staff regarding the job environment.

Are Decision Makers Rational in Ambiguous Situations?

This research work analyzes human behavior in complex situations and explains how decisions makers act in ambiguous situations. The objective of this research work is to study the sunk cost effect and the completion percentage effect of an investment project in a decision-making process. This research work uses a “retrospective rationality” approach to justify irrational behaviors such as the sunk cost effect, the completion percentage effect of an investment project and the irrational escalation since decision-makers are repeatedly affected by the decisions on past irreversible investments. This research work evaluates three sunk cost levels, and three completion percentage levels of an investment project, besides three neutral situations in a business environment and a personal decision situation. Graduate students in three Portuguese Management Schools responded to the questionnaires. Model results show that the value of resources invested is crucial for understanding the students’ rational behavior, who participated in this research work. These results disclose statistical evidence that the information on sunk costs and completion percentage of an investment project determines human behavior under irrational escalation in ambiguous situations. As a consequence, decision makers have the opportunity to interpret their decisions, since the scenarios do not allow a unique definition of rational choice, it is not correct to judge the irrational decision makers that decide to continue to invest in ambiguous situations. Keywords: Human Behavior, Sunk costs Effect, Completion Percentage Effect of an Investment Project, Irrational Escalation, Ambiguous Situations.