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

O uso do móbile marketing como estratégia de fidelização de clientes :um estudo e empresas do setor de comércio e serviços em natal-RN

This study aims to understand the effects of the mobile marketing use as a relationships tool for companies that operate locally, because of the lack of information about this new marketing tool, as well as the scarcity of studies in this area. This is an exploratory and qualitatively study, based on primary sources, raised through books, articles in the marketing area and the telecommunications industry organs as well as secondary sources. With the purpose to look into the issue, a semi-structured interview is made with the companies managers of the sectors of trade and services in Natal-RN. The advances in technology allow an important discussion focused on the marketing in the new communication technologies scenario. It appears that the mobile marketing adoption and use by local companies is already a reality and companies are awake to changes and technological innovations accessible, especially the mobile telephony as well as convergence with other media. There is, however, that the use of technologies offered by mobile marketing is still limited to the sending of text messages (SMS), despite the numerous possibilities of it use. Moreover, the results obtained with mobile marketing use show that companies can identify them, but there is no effective monitoring in quantity and financial terms. Only affect sales growth and support for progress in loyalty with customers. It shows up that the mentality of not measuring the results still in the plan of changes and technological innovations. The data allow saying that the mobile marketing is a reality, however has not yet signed as a tool for carrying out campaigns and marketing tool for loyalty of customers, despite presenting a wide range of possibilities to streamline and make more effective the marketing businesses process

Impactos sociais da atividade turística: um estudo de caso em Tibau do Sul/RN

This study has been presented for the Master in business of the Universidade Federal do Rio Grande do Norte, the objectives are evaluate the social impacts of the tourism in the community of Tibau do Sul in the state of Rio Grande do Norte. The research is a study of case and the analysis is qualitative and quantitative. The tourism is considerate for many people as an important source of richness, job and an important economic activity. However, for being an activity that involves as main element people, It can cause impacts, could these are beneficial or malign. To evaluate the community's perception about these impacts, it was applied a questionnaire returned to the perceptions of them about the next social indicators: health, job, security, education and life quality. Considering the advent of the tourist activity in a period fifteen year. Through the research could conclude that, of general form the population realizes the changes occurred in the municipal district of positive way. Except for some indicators that receive negative evaluation

Metodologias de serviços públicos de ater: estudo em instituições do Rio Grande do Norte

Due to the appreciation of family farming by the Brazilian Federal Government, the Technical Assistance and Rural Extension was induced to restructure and act in a more participative way, culminating in the National Policy of Technical Assistance and Rural Extension (PNATER), changing the profile of technology transfer and knowledge (diffusionism) for an action that uses participatory methodologies focused on exchange of knowledge between farmers and technicians. The process of discussion of the trends of ATER brought the New ATER , with the recognition of agroecology as the main guidance. This research aimed to analyze methods of public ATER developed by institutions of Rio Grande do Norte, under the guidance of New ATER. The research is qualitative. Secondary data were collected through documental research and literature. Primary data were collected through a set of interviews applied to representatives of public institutions ATER, namely EMATER-RN, Diaconia and AACC and representatives of organizations that receive public ATER. The research showed the difficulties of EMATER-RN in implementing of New ATER due to lack of infrastructure and low adherence of the new form of technical assistance and rural extension. It was shown also that the AACC and Diaconia act with ATER through projects with implementation deadlines set, often interrupting ATER while communities are still in need of assistance

O educando com síndrome de down: um estudo sobre a relação entre pais e profissionais na escola regular

This work makes a documental analise about the relationship between families of Down syndrome students and professionals of who teach them, in order to improve the process of developing teaching-learning, in an inclusive perspective. For this, we use a qualitative approach, because we believe that the object of research is not a passive and neutral knowledge, since it has meanings and relationships whose can be better interpreted and understood by the researcher in a real and active situation. For the development of this research, a bibliographical review was made about the subject, and a case studied in two regular education schools, both of them at the city of Natal/RN, one public and another one particular. We work on these educational institutions with professionals and parents of Down syndrome students. As an instrument of building information we used a semi-structured interview and to analise the results a qualitative method. Crossing the stages, we noticed: the pedagogical coordinators who made up both analyzed schools showed interest about doing an effective work with parents, regardless of Educational Policy Project of each school, predict or not the participation on educational undertaken process; On teachers discourses, reporting the relationship with the family, we realize that one of those teachers try to keep a good relationship with parents, permeated by learning exchanges, guidance and knowledge, in relation to another one, even existing an apparent openness to dialogue, when parents have any suggestions or criticism, that attitude is not always well coming. From the parents interviews, we can emphasize, first of all, that both of them recognize the benefits of inclusion, with regard to socialization - in general from the coexistence with pairs and the process of teaching and learning, as shown in a consistent way. Regarding school meetings with teachers, the studied parents agree about importance of such appointments and try to attend them, besides the other events organized by the school, beyond keeping individual touch with the teacher, when necessary. They are always present, looking for get envolved in everything that happens at school, in order to know better what is being done, listening and may suggest alternatives to improving the educational process. We perceive, from the study undertaken, that although the school inclusion is not an easy process to be built, is something that could be achieved. For this, is necessary that professionals of education and families recognize their functions in the educational process and act jointly on this direction

Um estudo sobre a aprendizagem de alguns conceitos algébricos e geométricos

The objective of the present work was develop a study about the writing and the algebraic manipulation of symbolical expressions for perimeter and area of some convex polygons, approaching the properties of the operations and equality, extending to the obtaining of the formulas of length and area of the circle, this one starting on the formula of the perimeter and area of the regular hexagon. To do so, a module with teaching activities was elaborated based on constructive teaching. The study consisted of a methodological intervention, done by the researcher, and had as subjects students of the 8th grade of the State School Desembargador Floriano Cavalcanti, located on the city of Natal, Rio Grande do Norte. The methodological intervention was done in three stages: applying of a initial diagnostic evaluation, developing of the teaching module, and applying of the final evaluation based on the Mathematics teaching using Constructivist references. The data collected in the evaluations was presented as descriptive statistics. The results of the final diagnostic evaluation were analyzed in the qualitative point of view, using the criteria established by Richard Skemp s second theory about the comprehension of mathematical concepts. The general results about the data from the evaluations and the applying of the teaching module showed a qualitative difference in the learning of the students who participated of the intervention

As condições do trabalho docente: um estudo em escolas da rede municipal de Currais Novos-RN (2009 a 2012)

This work, named Teaching conditions: a study in municipal schools of Currais Novos RN (2009 to 2012) aims to analyze the status of teaching in schools in the municipality of Currais Novos RN in the period ranging from 2009 - 2012, considering infrastructure, initial and continued training and intensification and casualization of teaching factors in the context of the 1990s educational reformations. It, also, assumes that teaching is a constitutive part of capitalist society, and has been reconfigured with based on the new requirements demanded by the labor market. In order to conduct this study the considered data included the survey research Teaching Work in Basic Education in Brazil (2009 to 2010) , held in seven Brazilian states being: Pará, Rio Grande do Norte, Minas Gerais, Goiás, Paraná, Santa Catarina and Espírito Santo. Specifically selected for deepening of the study, there were schools in the municipality of Currais Novos in which semi-structured interviews were performed with teachers of the said municipality. This research is constituted of a qualitative and quantitative approach whose survey instruments adopted were, namely: documental research, literature review, interviews and surveys. The obtained data analysis allows us to infer that the teaching work performed by teachers in the states which participated in the survey has been influenced the changes in the labor market and educational reformations and has been taking on characteristics such as flexibility, tendency to precariousness and intensification; and this trend is also present in schools that were surveyed in the municipality of Currais Novos. As pertaining to the teachers conditions in classroom, these signs are more evident, considering that they had their duties and responsibilities extended beyond the classroom environment. The data also show that in general working conditions of teachers in national, state and local levels are unprofitable and heterogeneous, increasingly deepening the gap between school units and education networks. Therefore, the implantation of public policies that enhance the teaching work and improve their working conditions in all dimensions that directly interfere in their work are crucial

Gestão ambiental em cadeias produtivas agroindustriais: um estudo em um aglomerado produtivo da caprinovinocultura no Estado do Rio Grande do Norte

This thesis aims to investigate the perception and behavior of goat and sheep rural producers from Central Cabugi Region of Rio Grande do Norte state, in terms of the sector competitiveness, the cooperation mechanisms, information and environmental practices integration in the supply chain, including their customers, and also among the local producers and other institutions that support this agribusiness cluster. The research problem is related to the environmental impacts from goat and sheep breeding. This problem can also be intensified by the organization of producers in a cluster. Then, it is important to examine how the environmental issues are considered by the rural producers and their perception of their suppliers, customers and the institutions that support this activity. The methodology used in this work involved literature review of the topics of supply chain management, green supply chain, clusters development and sustainable livestock. An exploratory survey research was also conducted by personal interviews using questionnaires. Three statistic techniques were used to compile the gathered data: descriptive statistics, cluster analysis, and Chi-square tests. Two clusters were found in this study, however, the entire sample believes the sector of goat and sheep breeding is a medium competitive activity. On the other hand, for the variables of the importance of environmental practices for competitiveness , perception of environmental impacts and environmental benefits from farm vegetation management , the research found 2 distinct groups of individuals when those variables were analyzed together the green supply chain management group of variables in the cluster analysis. Beyond competitiveness perception, no degree of difference was found for the use of insecticides too. The chi-square tests present that producers having at least elementary education, lands bigger 100 hectares and located in the cities of Angicos or Lajes tend to have a higher perception to supply chain management and environmental awareness issues than those with no or incomplete first-level education, producing in lands smaller than 100 hectares and located in the cities of Afonso Bezerra or Pedro Avelino. The chi-square tests also show the amount of milk produced, family s income and associational condition are not related with the variables used in the clusters composition. In this context, this work contributes to planning clusters development strategies and enhancing the production chain sustainability. This Master of Science Thesis can also help to introduce the environmental variable in the project, assessment and monitoring of development policies as well

Elaboração de uma sequência didática sobre os conceitos geométricos preliminares ao estudo da trigonometria

This study is qualitative, including literature search and preparation of teaching materials. Your goal is to report the study of geometric problems of character presented in the application of trigonometry and work on the preparation of detailed activities that help in overcoming these difficulties. For this, we read some papers on teaching and learning of trigonometry in order to identify the difficulties encountered during their journey. Then separate the geometric difficulties of character and prepare a list of geometric content and procedures associated with them. Thus, we can organize a notebook with activities that would address most of these concepts. Finally we present the specification of activities called Activity on introductory concepts to the study of trigonometry

O desenvolvimento da interlíngua na aprendizagem da escrita em inglês em uma escola bilíngue: um estudo exploratório

The aim of this study is to investigate the development of written Interlanguage in English as an Additional Language (AL) by students in the 2nd grade of Ensino Fundamental I in a bilingual school in the city of Natal-RN. For this purpose two research questions guided this study: (a) which hypotheses could be inferred from the writing development of the bilingual learners of English as AL? and, (b) what is the impact of the type of input monomodal or multimodal in the Interlanguage development in the AL of bilingual learners? The 38 learners were divided into a control group, with 21 learners exposed to monomodal input, and an experimental group, with 17 learners exposed to multimodal input, and pre and post-tests were applied to both groups. A mixed methods research design was conducted (DÖRNYEI, 2007) to involve both qualitative and quantitative data collection and analysis. The qualitative aspect comprehended descriptive characteristics that interpreted the central cognitive processes in the acquisition of writing in AL by the learners. Through these interpretations, it was possible to understand the constitution of written Interlanguage (SELINKER, 1972) according to the data generated by the learners. The quantitative data were presented as the results generated from the experimental design. Thus, they narrowed the relations between the dependent variable the writing development, that is, how close it is to the target form which was modified throughout the process by the independent variable the quality of input (VAN PATTEN, 2002, GASS, 1997, SCHMIDT, 1986, PARADIS, 2009; 2010, ELLIS, 1995), which, being monomodal or multimodal, its function was possibly to alter the route of acquisition. The quantitative results pointed towards significant gains by the experimental group, which had multimodality present, suggesting that the learners in this group seem to have been more able to cognitively register (SCHIMDT, 1990) aspects of learning than the learners in the control group

Usuários de crack, instituições e modos de subjetivação: estudo das práticas e da eficácia terapêutica em uma comunidade terapêutica religiosa (RN)

This anthropological research has as main goal to grasp the meanings and perceptions - mode of subjectivity - of crack users in relation to the proposals of Therapeutic Communities (TC) of religious character. The work emphasizes the analysis of Therapeutic Communities of Rio Grande do Norte state, studying a particular organization, called Anzóis da Dor. I intend to analyze qualitative data, focusing on an analysis of the discursive content of speeches and the observation of social interaction, which results in an ethnographic text characterized by a dense description. In relation to the dissertation’s specific goals, we seek to present a general overview of the emergence and development of Therapeutic Communities – encompassing general and local considerations - and pointing out to the dynamics of religious healing systems of these institutions, besides the principles that guide them. In methodological terms, I conducted the partial mapping of therapeutic communities located in Rio Grande do Norte state; interviews with Therapeutic Communities coordinators, visits, participant observation in one of these institutions as well as some interviews with crack users and people close to these social agents in relation to the Therapeutic Communities and the treatment offered by them

Pesca artesanal entre mudanças socioambientais: estudo de caso na APA Bonfim-Guaraíra/RN-Brasil

Artisanal fishing is one of the important economic activities of Rio Grande do Norte (RN), becoming the main form of survival and income for many families. The southern coast of RN has strong fishing tradition, both in exploitation of fish as in the collection of mollusks on the banks of Guaraíra Lagoon (APA Bonfim-Guaraíra). In recent years, fishing communities have become more vulnerable to outside influences, since the socio-economic and environmental changes are exposed. These changes require adjustments to the fishermen to different environmental conditions, as the social and natural systems are driven by reorganization and upgrading processes. The living conditions in fishing communities are objective and necessary in different ways, according to a selection that is cultural, so adaptable. This study has the general objective to analyze the main environmental changes in fishing communities, based on the understanding of fishermen and mollusk fisherwomen about this problem. The specific objectives searched to: describe the socioeconomic profile, prospects and difficulties of fishermen and mollusk fisherwomen; investigate the major social and environmental changes in the fishing communities of Patané and Camocim (Arez/RN). The methodology was qualitative-quantitative with the techniques of observation in the field and open and semistructured interviews applied to representatives of Cologne fishing, fishermen and mollusk fisherwomen. Between the months of January to July 2014 were applied semistructured interviews with 41 interlocutors in Patané and 23 of Camocim; totaling 64 people. The results indicated that the interlocutors are aged 40 to 60 years; have only completed elementary school level; are married and have children; survive on less than a minimum wage income and they are not receiving employment insurance. The case study also revealed that the socioeconomic and environmental problems reflected in changes in reproduction, organization and social division of labor, which generates adaptive changes of families to external influences, resulting directly from other economic activities and market pressure and indirectly from tourism. Therefore, adaptations to changes scenario presented as favorable to economic aspects and unfavorable to the social and environmental aspects. In short, the fishery develops on technical, bureaucratic and financial obstacles, in the everyday needs of men and women is the determining factor in willingness to continue exercising fishing and shell fishing on Guaraíra Lagoon, space representing relations social, practices and customs transmitted in the course of local history through social memory of the oldest to the youngest.

Representações arquitetônicas na concepção projetual: um estudo com arquitetos e urbanistas do Rio Grande do Norte

The architect materializes his ideas using architectural representations that acts differently during the design process, as instrument that expresses his creatives ideas, as communication between the designer and the client, or as project documentation for its execution (DURAND, 2003). In this paper, it’s been discussed the connexion between the architectural representations and the design process, in a professional context, focusing on representation as an aid to conception. The general aim is to understand the role of architectural representations in the design process by identifying ways of appropriation of their types and resources. The investigation was developed through the theoretical and conceptual studies about the mentioned themes, and the empirical and qualitative research, with architects from the state of Rio Grande do Norte, Brazil, which was developed in two stages: the first one, by filling an electronic form, and the second one, by case studies through execution of design exercises. The results of indirect research showed that the majority of architects and urbanists believes that the way it use the types and representation resources may interfere in design concept. And, after the completion of the case studies, was showed that, motivated by different design conditions, most designers has used the representations differently, which is reflected in different design conceptions.

Inclusão social de catadores de materiais recicláveis: estudo da política nacional de resíduos sólidos e da efetivação do trabalho decente em Natal/RN

The integrated management of municipal solid waste in Brazil is held legally responsible by the city council administration. This is done since the year 2010 with the publication of the National Solid Waste Policy term. According to the policy and law, each city must encourage the implementation of selective collection and the participation of waste picker´s entities aiming social inclusion. However, these actions haven’t yet reached its legal aims. These workers are considered regarding collection actions but are stripped of certain basic labor rights not in conformation with the Decent Work concept. This type of work, according to International Labour Organization, must be seen as work that is properly paid for and must be done regarding conditions of freedom, equity, security and able to provide workers with a dignified life conditions. Thus, this work aims to investigate the implementation process regarding the Solid Waste National Policy in Natal-Rio Grande do Norte in Brazil. This is done considering socio-productive insertion of recyclable material collectors. The research is substantiated by a qualitative approach as well as documental and bibliographical research. A field research considering the cooperatives as well “in locco" observation and semi-structured interviews were carried out between the time span of 2013 and 2014. In order to investigate decent daily working conditions the research emphasized municipal management actions in Natal towards social inclusion that aim to reflect on the progress and difficulties experimented. It is seen that even when these cooperatives receive government support there are still important struggles that need to be overcome. The worker´s tasks are risky, the work environment in not safe or is adequate in terms of health issues. There is the stigma of it being considered an occupational task, the low individual income distancing the activity regarding parameters of the Green Employment and Decent Work concept. On the other hand, the survey showed potential as the relentless pursuit on behalf of the cooperatives that still search better work condition improvement.

Processo identitário e saberes docentes: um estudo a partir da prática de ensino no estágio do curso de pedagogia da UFRN

Esta investigación parte del interés en la comprensión de la cuestión de los conocimientos enseñanza, precisamente el conocimiento necesario para el profesor profesional relacionada enseñanza, es decir, cuáles son los conocimientos, los profesores a construir en su contexto de trabajo. Somos conscientes de que el escenario es un momento de importancia fundamental para el desarrollo del conocimiento inicial de la profesión docente y la construcción de la identidad profesional. Tratando de entender estos aspectos nos preguntamos: ¿Qué conocimientos de los futuros profesores construyen o se movilizan durante la práctica docente desarrollado en el escenario? Nuestro objetivo es entender el proceso de identidad de estudiantes Pedagogía UFRN e identificar el conocimiento construido sobre la práctica docente desarrollada durante el entrenamiento supervisado de dicho curso. Se trata de una investigación cualitativa, y tenía como instrumento de recolección de datos, entrevistas semi-estructuradas con diez (10) en 2014.1 académicos que habían ocupado la práctica docente en el entrenamiento supervisado. Las entrevistas fueron sometidas a análisis de contenido propuesto por Bardin (2011). Como marco teórico, los autores también apoyan en tan Tardif (2012), Pimenta (2012), Nóvoa (1995), Perrenoud (2002), entre otros, se trata de la enseñanza de conocimientos dentro de la profesionalización docente, estableciendo relación con el proceso de identidad. Los resultados indican que, en lo que respecta a la identidad profesional, estudios teóricos en el curso de formación inicial, junto con las experiencias vividas en su mayoría en el escenario, contribuyeron a cambiar lo que los estudiantes sabían acerca de ser un maestro. Por lo tanto, algunos han fortalecido la identidad con la profesión, mientras que otros han renunciado a invertir en la carrera docente. En cuanto a conocimiento construido, se puede decir que los alumnos se dan cuenta de la pluralidad de conocimientos necesarios para una profesión tan compleja como la enseñanza. Sin embargo, a modo de síntesis, este conocimiento a su vez a aprender a planificar lecciones considerando las necesidades de los estudiantes y su contexto social. Los participantes declaran saber cómo llevar a cabo la mediación del aprendizaje a través del diálogo y actividades bien estructuradas y afecto contribuye al aprendizaje. En este sentido, se entiende que las construcciones de conocimiento en el escenario se articularon a reflexionar sobre su propia práctica e indican lo que era más importante en términos de aprendizaje de la percepción de los estudiantes. Sobre la base de este entendimiento, creemos que los momentos de observación (primero paso en el escenario) y el muy regencia podrían considerarse en el proceso de formación, para que los estudiantes se registre el aprendizaje proporcionado por la práctica. Es necesario, por tanto, que los estudiantes investiguen su propia actividad pedagógica, convirtiendo sus conocimientos en una continua construcción y reconstrucción de sus identidades a partir de la importancia social que conceden a la enseñanza.