Escalas concorrentes para a mensuração da qualidade percebida: uma comparação entre a SERVQUAL e a RSQ

There is no doubt about the importance of service quality as a factor of businesses' success, but to measure this quality has proved to be a challenge when one considers different environmental contexts. Given this, the main goal of this paper was to test two measurement scales of perceived set-vice quality. The comparison between Service Quality scale (Servqual) and Retail Set-vice Quality (RSQ) was conducted by means of a survey with 351 participants, clients of a home center stores chain located in the city of Sao Paulo. The data were analyzed using both exploratory and confirmatory factor analysis. As a result, both scales demonstrated acceptable levels of reliability and validity However; the RSQ demonstrated a better performance in the nomological test since it was able to explain 43% of the loyalty towards the retailer; while the Servqual scale explained only 11%.

THE RELEVANCE OF SUBSIDIARY INITIATIVES FOR BRAZILIAN MULTINATIONALS

The put-pose of this paper is to analyze relationship patterns between headquarters and subsidiaries of Brazilian Multinationals Enterprises (BrMNEs). The key construct for that investigation is Subsidiary Initiative, which comprises Subsidiary Entrepreneurial Orientation, Autonomy, Integration, Local Competitive Context and Business Network. A survey was carried out in a sample of 65 subsidiaries of 29 BrMNEs. The main outcome is that subsidiaries are highly integrated and receive Entrepreneurial Orientation from Headquarters (HQs), but Initiative is limited. Actually, the main determinants of subsidiary's initiatives are Local Context and Business Networking in the host country. This apparent paradox may be explained by what we call 'rebellious subsidiaries', which take initiatives based on their business environment and connections, regardless of their HQs' directions or delegation of autonomy.

Antecedentes do relacionamento e da performance em empresas da cadeia de suprimentos: estruturação e aplicação de modelos de equações estruturais

The relationship between companies is an important issue in the management of supply chains. Several aspects relating to the flow and exchange of information along the chain are considered as having a decisive influence on the success of this relationship. The main objective of this work was to structured and test models that link aspects of this nature with performance and the purchaser-supplier relationship in the supply chain. Aspects relevant to communication and the use do IT in relationships between companies were investigated. The importance of performance in this relationship was also investigated. The research were based on empirical data obtained by means of structural equation modeling. The results show that some aspects contribute in a significant way to the success of this relationship while others that, a priori, are considered important make no contribution.

VALOR ECONÔMICO AGREGADO POR HOSPITAIS UNIVERSITÁRIOS PÚBLICOS

The increasing participation of the society in the decision-making process related to public politics stimulates public administration in Brazil to search for mechanisms to demonstrate efficiency and disclosure in resource application. The main objective of this work is to calculate the economic value added to the society by Public University Hospitals. Therefore, a Public University Hospital case study has been carried out and its economic performance evaluated during a period of three years. This study has shown that the economic value added to the society in the long term by the entity is positive. The proposed value measurement has indicated that the society is getting a superior return from the opportunity costs of capital invested, that is, the hospital is constructing economic value and consequently contributing to the social welfare.

Análise proposicional quantitativa aplicada à pesquisa em administração

The analysis of interviews with open-ended questions is a common practice amongst researchers in the field of Management. The difficulty therein is to convert the linguistic data into categories or quantitative values for subsequent statistical treatment. Proposals made to this end generally entail counting lexical occurrences which, since they are founded on previously established meanings, fail to include semantic associations made by interviews. This article aims to present an analysis tool comprising a set of techniques apt to generate linguistic units that can be statistically described, compared, modeled and inferred: the Quantitative Propositional Analysis (QPA), Its main difference from other such methods lies in the choice of a proposition - and not the lexical unit - as analysis unit. We present the application of this method through a study about the international expansion of retail firms.

AMBIVALENT IMPLICATIONS OF HEALTH CARE INFORMATION SYSTEMS: A STUDY IN THE BRAZILIAN PUBLIC HEALTH CARE SYSTEM

This article evaluates social implications of the ""SIGA"" Health Care Information System (HIS) in a public health care organization in the city of Sao Paulo. The evaluation was performed by means of an in-depth case study with patients and staff of a public health care organization, using qualitative and quantitative data. On the one hand, the system had consequences perceived as positive such as improved convenience and democratization of specialized treatment for patients and improvements in work organization. On the other hand, negative outcomes were reported, like difficulties faced by employees due to little familiarity with IT and an increase in the time needed to schedule appointments. Results show the ambiguity of the implications of HIS in developing countries, emphasizing the need for a more nuanced view of the evaluation of failures and successes and the importance of social contextual factors.