Marketing de relacionamento em um provedor de internet: um estudo comparativo que considera a visão gerencial e a percepção dos clientes

The current paper aims at analyzing customer retention in Internet provider services. For this study, we sought to understand what are the client's expectations regarding the services available and compare them with management perception in relation to the use of those services. Identifying the coherence level between the two points of view, management and client, it is possible to pinpoint how service is assessed in real conditions. Then, from this point on, a new vision can be implemented on available services, and new customer service strategies aiming at best serving to their expectation and need, can be rethought. The exploratory research was utilized. It was based on case study, and quantitative and qualitative methods were used. The quantitative method was done by applying the cluster technique with six variables of control derived from the six main services, whose definition was done through qualitative survey of the internal management team. Then, an structured interview with 443 clients, from a probabilistic sample of 800 costumers. The total number of active clients of the internet provider is of 10.677. Client perception in relation to services varied, if compared with the four services that were under the managerial metric method, this comparison showed a more positive evaluation than the real use of the service. Thus, it was observed that the value of each service available for the client depends on his/her perception of it, regardless of using or not the offered service. As a result, it is possible to understand which services offered by the company under study effectively contribute to a good client-company relationship, and the upkeep of those clients

Vem ouvir o verso de teu cantador : amos, cantadores e toadas no Boi-Bumbá Caprichoso Belém/PA

This thesis aims to investigating the cantadores and the toadas in the Boi Bumbá, debating questions which put together around the construction and performance of amo s and cantador s role in the Boi Bumbá Caprichoso of Belém-PA city and exploring the extent of toadas its characteristics, functions, the uses that are made of theirs and the relations that establishes between them and the cantadores. The problematic of the research consisted on analysing what the amos, cantadores and toadas represent in the whole context of boi-bumbá plays in Belém, nowadays. Considering this perspective, I tried to identify on Boi Caprichoso the most meaningful expressions which were related to toadas and how the roles of amo and cantador were performed. Participative observation, ethnical research, open and semistructured interviews were used as research methods. The role performances on Boi Caprichoso plays an essential part on the playing realization, highlighting themselves as pivotal characters. These performances, characterized by the vocal presence, also highlighted the size that toadas occupy in the whole play, and pointed the way for an emerging model of presentation, in which both toada and cantador appear as central figures