Drivers and barriers to value creation in mobile service delivery

A Work Project, presented as part of the requirements for the Award of a Masters Degree in Management from the NOVA – School of Business and Economics

Applicability of SERVQUAL in restaurants: an exploratory study in a Portuguese resort

SERVQUAL is the most popular instrument to ascertain service quality. However, some debate exists about its ability to characterize different service environments. Furthermore, there is not a consensus about the inclusion of customer expectations in the model. The research presented in this paper intends to discuss the applicability of SERVQUAL to restaurant services and to analyze the inclusion of customer expectations in such environment. The research was developed in a Portuguese resort and more than 300 customers, from two different restaurants, were invited to participate in the study.

Future gender relations in global restructuring processes case study evidence from knowledge-intensive, manufacturing and service occupations

Global restructuring processes have not only strong implications for European working and living realities, but also have specific outcomes with regard to gender relations. The following contribution analyses in which way global restructuring shapes current gender relations in order to identify important trends and developments for future gender (in)equalities at the workplace. On the basis of a large qualitative study on global restructuring and impacts on different occupational groups it argues that occupational belonging in line with skill and qualification levels are crucial factors to assess the further development of gender relations at work. Whereas global restructuring in knowledge-based occupations may provide new opportunities for female employees, current restructuring is going to deteriorate female labour participation in service occupations. In contrast, manufacturing occupations can be characterised by persistent gender relations, which do not change in spite of major restructuring processes at the work place. Taking the institutional perspective into account, it seems to be crucial to integrate the occupational perspective in order to apply adequate policy regulations to prevent the reinforcement of gender related working patterns in the near future.

Characterization of cleaners accidents in the Portuguese service sector

This paper characterizes work accidents at Portuguese industrial cleaning companies, operating in the service sector, through the application of ESAW methodology. Data was codified based on the analysis of 748 accident claims to insurance companies (number of days lost 1 working day) in 3 large industrial cleaning companies for the period 2001-2003. Slipping and falling in the same level was the main deviation from the normal working process in the moment of the accident (in 25% of the accidents); uncoordinated movements was the second cause of accidents (14%); falls of persons to a lower level was the third cause of accidents (~10%), including falls from stairs (~7%) and falls from ladders and mobile ladders (~2%); globally, body movement under or with physical stress, including lifting, carrying, putting down, bending down, twisting, turning, trading badly, twisting leg or ankle and slipping without falling, were the cause in 17% of the accidents. Lower limbs were injured in ~25% of the accidents, hand and fingers in ~14%, the eye in ~4% and the back in ~9% of the accidents. An incidence rate of 3,580 accidents/100,000 employees was found to the sector (2003 data).

Information technology service management: an experimental approach towards IT service prediction

Dissertation presented to obtain a Masters degree in Computer Science

Serviço de visualização de informação geográfica na WEB - A publicação do atlas de Portugal utilizando a especificação WEB MAP SERVICE

Dissertação apresentada como requisito parcial para obtenção do grau de Mestre em Ciência e Sistemas de Informação Geográfica

LADAR based mapping and obstacle detection system for service robots

Dissertação apresentada na Faculdade de Ciências e Tecnologia da Universidade Nova de Lisboa para a obtenção do grau de Mestre em Engenharia Electrotécnica e de Computadores

Comportamentos de sexo seguro em individuos infectados por VIH

A investigação científica que se seguiu à descoberta da infecção pelo vírus da imunodeficiência humana (VIH) representou um marco histórico importante, permitindo a instituição de terapêutica e alterando a história natural da infecção, melhorando as expectativas dos indivíduos infectados.Se, por um lado, a terapêutica antirretroviral de alta eficácia (do inglês, Highly Active Antiretroviral Theraphy: HAART), nos países desenvolvidos, teve um enorme impacto na melhoria da qualidade de vida e esperança média de vida dos indivíduos infectados, permitindo-lhes encarar a infecção como uma doença crónica, por outro lado, introduziu-se uma nova dinâmica epidemiológica na transmissão de VIH e um novo desafio para a sua prevenção.Os comportamentos sexuais são o factor-alvo através do qual se pode, de uma forma mais eficaz, prevenir a possibilidade de infectar um qualquer indivíduo na comunidade. Parece, pois, importante haver necessidade de um olhar atento da Saúde Pública sobre a vida sexual dos indivíduos infectados, não só na tentativa de, promover a sua qualidade de vida, como também, de prevenir a disseminação da doença, e, ainda mais importante, prevenir a disseminação do vírus nas suas formas resistentes.O objectivo deste estudo foi analisar a consistência do uso de preservativo/práticas de sexo seguro, em indivíduos infectados por VIH, seguidos em Consulta de Imunodepressão, do Serviço de Doenças Infecciosas, do Hospital de Santa Maria. Pretende-se avaliar, no âmbito da “Educação para a Saúde”, a necessidade de aconselhamento aos indivíduos infectados, relativamente aos seus comportamentos sexuais.Para o efeito, realizou-se um estudo descritivo e transversal. A população envolvida compreendeu todos os indivíduos infectados seguidos na Consulta de Imunodepressão. A amostra foi seleccionada através de aleatorização simples e constituída por 98 elementos. A colheita de dados foi efectuada através do método de entrevista, a qual só teve início após a assinatura do consentimento informado. O estudo decorreu entre 14 de Março e 27 de Junho de 2008.Foram analisados os dados relativamente às variáveis: sócio-demográficas, estado serológico da infecção, história sexual, consumo de substâncias, comportamento sexual e percepção de risco da transmissão da infecção por VIH.Os comportamentos de sexo não seguro foram associados ao número de parceiros sexuais/ano (p=0,007), ter parceiro sexual habitual (p=0,010), ter múltiplos parceiros sexuais ocasionais (p=0,000) e à prática de sexo oral (sexo oral receptivo, p=0,001; sexo oral activo, p=0,006).Os resultados demonstraram a importância da prevenção secundária nos indivíduos infectados por VIH. A necessidade dos centros de atendimento estarem providos de mensagem de prevenção, ensinos e aconselhamento a todas as pessoas infectadas e, também, aos seus parceiros sexuais, aumentando-lhes a qualidade de vida e reduzindo o risco de transmissão da infecção por HIV. ABSTRACT: The scientific research that followed the finding of human immunodeficiency virus (HIV) infection represented an important historical mark, allowing therapeutic institution and changing the natural history of the infection, thus improving the expectations of infected individuals. If by one side the Highly Active Antiretroviral Therapy (HAART) had an enormous impact on the improvement of life quality and life expectancy of the infected individuals on the developed countries, allowing them to face the infection as a chronic disease, on the other side it was introduced a epidemiologic dynamic on the HIV transmission and a new challenge for its prevention. Sexual behaviour is the main factor through which is possible to prevent more efficiently the possibility of infection of a community’s individual. Thus it appears important the need of Public Health to have a careful look into the sexual life of infected individuals, not only to try to promote their life quality but as well to prevent the dissemination of the disease and more importantly prevent the dissemination of the virus in its resistant forms. The objective of this study was to analyse the consistency of the use of condoms/safe sex by individuals infected by HIV that are followed by the Infectious Disease Service of the Santa Maria Hospital through Immune-depression Appointments. The goal was to evaluate the need of advisement to the infected individuals relatively to their sexual behaviours. For that it was done a descriptive and transversal study. The involved population included all infected individuals followed in the Immune-depression Appointments. The sample was selected by simple randomisation and was composed by 98 elements. The data was obtained by interview method, which was initiated after signing the informed consent. The study was took place between 14 March and 27 June 2008. It was analysed the data relative to the variables: socio-demographics, serologic state of the infection, sexual history, substances consumption, sexual behaviour and risk perception on the transmission of HIV infection. The unsafe sexual behaviours were associated to the number of sexual partners/year (p=0,007), having steady partner (p= 0,010), having occasional sexual partners (p=0,000) and oral sex practice (receptive oral sex, p=0,001; active oral sex, p= 0,006).The results demonstrated the importance of the secondary prevention on individuals infected by HIV. It also demonstrated the need of providing the attendance centres with a prevention message, teachings and advises to all infected persons as well as to their sexual partners, increasing their life quality and reducing the transmission risk of HIV infection.

Service-oriented mobility of java code in web services-based architectures

Dissertação apresentada na Faculdade de Ciências e Tecnologias da Universidade Nova de Lisboa para a obtenção do Grau de Mestre em Engenharia Informática

The web feature service: transaction standard: an example of prototype implementation

Trabalho de Projecto apresentado como requisito parcial para obtenção do grau de Mestre em Ciência e Sistemas de Informação Geográfica

A middleware for service oriented computing in dynamic environments

Dissertação apresentada na Faculdade de Ciências e Tecnologia da Universidade Nova de Lisboa para a obtenção do Grau de Mestre em Engenharia Informática

Low cost inertial-based localization system for a service robot

Dissertation presented at Faculty of Sciences and Technology of the New University of Lisbon to attain the Master degree in Electrical and Computer Science Engineering

A calculus for modeling and analyzing conversations in service-oriented computing

Dissertação apresentada para a obtenção do Grau de Doutor em Informática pela Universidade Nova de Lisboa, Faculdade de Ciências e Tecnologia

International Expectations: ICW - Prelúdio para o CNM

Neste artigo são abordadas as primeiras diligências internacionais para se formar o CNMP, Conselho Nacional das Mulheres Portuguesas. Procurámos identificar as figuras que estiveram envolvidas nesses contactos iniciais, delineando o relacionamento com a Rainha Sr.ª D. Amélia por parte de quem esteve envolvido. Tempo será ainda de apurar as razões do insucesso. Este estudo assinala uma antecipação em cerca de 10 anos no historial do CNMP, relevante pelas pessoas envolvidas, pelas relações com o feminismo internacional, com particular impacto pois sinaliza o sentido em que o mesmo ocorreu. A iniciativa partiu do ICW «International Council of Women» para Portugal, como acontecera antes estando na génese de outros Conselhos congé

An integration bridge for heterogeneous e-service environments

Dissertação para obtenção do Grau de Mestre em Engenharia Electrotécnica e de Computadores