A influência da gestão do conhecimento nas companhias brasileiras com melhor governança corporativa: uma análise nas empresas classificadas pelo Investor Relations Global Rankings

Coordenação de Aperfeiçoamento de Pessoal de Nível Superior

Gestão de satisfação e fidelidade do cliente: um estudo dos fatores que afetam a satisfação e fidelidade dos compradores de automóveis

This Master s thesis presents a discussion on customer satisfaction models investigating the relations of antecedent variables service quality, price index, complaint handling, image, affective and calculative commitment, with satisfaction and loyalty. The scope of the research is the influence of service dimensions in the car buyer s satisfaction and loyalty. A sample of 91 customers was surveyed among new cars buyers of one brand in Natal city, Brazil, and the data was analyzed using multiple regression analysis. The literature review covers subjects such as customer satisfaction, management system, customer satisfaction measurement index models. The main findings suggest that satisfaction with the car brand is mainly influenced by customization of the service, time for accomplishing servicing, and the way the dealer handle complains. Regarding the dealer itself the main variable related to satisfaction is also time for accomplishing servicing. Considering customer loyalty, the customer satisfaction with the dealer explain strongly the loyalty with the brand/manufacturer. Also, the satisfaction, affective commitment and complains handling were found related to loyalty, as the stronger variables explaining the loyalty variance. One main conclusion is that service provided by dealers is one key factor influencing the customer satisfaction and loyalty in auto industry

Evolução da biodegradabilidade da matéria orgânica em um sistema de lagoas de estabilização

Waste stabilization ponds (WSP) have been widely used for sewage treatment in hot climate regions because they are economic and environmentally sustainable. In the present study a WSP complex comprising a primary facultative pond (PFP) followed by two maturation ponds (MP-1 and MP-2) was studied, in the city of Natal-RN. The main objective was to study the bio-degradability of organic matter through the determination of the kinetic constant k throughout the system. The work was carried out in two phases. In the first, the variability in BOD, COD and TOC concentrations and an analysis of the relations between these parameters, in the influent raw sewage, pond effluents and in specific areas inside the ponds was studied. In the second stage, the decay rate for organic matter (k) was determined throughout the system based on BOD tests on the influent sewage, pond effluents and water column samples taken from fixed locations within the ponds, using the mathematical methods of Least Squares and the Thomas equation. Subsequently k was estimated as a function of a hydrodynamic model determined from the dispersion number (d), using empirical methods and a Partial Hydrodynamic Evaluation (PHE), obtained from tracer studies in a section of the primary facultative pond corresponding to 10% of its total length. The concentrations of biodegradable organic matter, measured as BOD and COD, gradually reduced through the series of ponds, giving overall removal efficiencies of 71.95% for BOD and of 52.45% for COD. Determining the values for k, in the influent and effluent samples of the ponds using the mathematical method of Least Squares, gave the following values respectively: primary facultative pond (0,23 day-1 and 0,09 day-1), maturation 1 (0,04 day-1 and 0,03 day-1) and maturation 2 (0,03 day-1 and 0,08 day-1). When using the Thomas method, the values of k in the influents and effluents of the ponds were: primary facultative pond (0,17 day-1 and 0,07 day-1), maturation 1 (0,02 day-1 and 0,01 day-1) and maturation 2 (0,01 day-1 and 0,02 day-1). From the Partial Hydrodynamic Evaluation, in the first section of the facultative pond corresponding to 10% of its total length, it can be concluded from the dispersion number obtained of d = 0.04, that the hydraulic regime is one of dispersed flow with a kinetic constant value of 0.20 day-1

Reflexões e contribuições para o ensino de gravitação clássica no nível médio

The subject of Classic Gravitation is part of the actual curriculum for High School in Brazil, and it is taught in the first year of that education level. This master thesis presents a research regarding the subject Classic Gravitation in High School. This research was based in two complementary guidelines of research and action. The first guideline was the analysis of 21 didactic books of physics which are the more frequently used in High School, in the city of Natal/RN. The second guideline, worked after being verified the most common deficiencies presents in the didactic books, was the elaboration, followed by a practical application, of a course suggesting how to approach that subject in the classroom. The Parâmetros Curriculares Nacionais para o Ensino Médio (National Curricular Parameters for High School PCNEM) defend that Classic Gravitation is very important in the student s formation and that its study helps the comprehension of many nature s phenomena. Because of this vision of that subject by the PCNEM, the 21 analyzed books were separated in two groups: the first one, containing 10 books, was edited before the spreading of PCNEM, and the second, with 11 books, after that spreading. Whatever the group to which the didactic books belonged, the great majority of them let that subject in a second plan; two of them even suggesting, in the teacher s orientations, that the subject Gravitation can be suppressed in case of insufficient time . These analyses points that the PCNEM had produced no changes in the conception of the authors that wrote books regarding that subject. To analyze the didactic books, we elaborated a script which was used as an analysis tool, in which we put in evidence the relative importance of the historic and philosophic contextualization of the subject, the quotidian experience of the students and the interdisciplinary approach, among other aspects. It became evident that the didactic books give very little emphasis to historic aspects of the knowledge construction, to the relations with the day-by-day questions and to the interdisciplinary character of the subject Gravitation. It calls attention the non concordance among the authors opinions regarding the necessary previous knowledge or prerequisites the students should fulfill in order to begin to study Gravitation. The course we elaborated was given to a group of teachers as well as to students. In those courses we treated theoretical and practical aspects and emphasized historical questions and the ones which are related to people s daily life. The course for teachers was realized as an extra-mural activity of the UFRN and was given by the author of this thesis at the Escola Estadual Francisco Ivo Cavalcanti (a state public school in Natal/RN). There were 23 teachers present, from several public schools and several fields of knowledge. The thesis supervisor and the master degree s colleagues of the author acted as collaborators , reporting the participants opinions and speeches. The course to the students, on the other hand, had the participation of 300 regular students who belonged to 6 different 1st year classes of the High School Escola Marista de Natal (RN), in which the author acts as a physics teacher. The student s course was realized as part of the regular curriculum activities, in which three classes stood under the responsibility of the author and other three classes in charge of another Marista s teacher, who participated as a collaborator . The teacher s course as well as the students one were given in two stages, with five hours each. The first stage was divided in two moments, the first one focused on the survey of the spontaneous conceptions about gravitation, in which we worked basically with experiments of free throwing and pendulum, and the second one focused in theoretical presentations and quarrels about universe s models. In the second stage of the course we improved the study of Kepler s laws and the Newton s Universal Gravitation law, and we used as motivating tools some practices involving the construction of the solar system in scale. As instruments for evaluating both courses we used questionnaires and reported the speeches with participants opinions, beyond usual written evaluations in the course for the students. The teachers who participated in the course showed very good wills in realizing interdisciplinary practices; nevertheless, according their own speeches, they frequently came across the difficulty of how to do . From the experience we had in both courses, we conclude that the approach we propose hear to the teaching of the subject Classic Gravitation , supported on the tripod theory, practice and historical and philosophical aspects, is viable and effective. One hopes that this research may contribute in the formation of a opinion, among the teachers, concerning how to approach the subject of Classic Gravitation, and may offer suggestions in order those who want to apply that approach may develop classroom practices aiming to improve the teaching of that subject, which has a singular importance in the formation of High School students

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

O discurso humorístico nas charges da Tribuna do Norte

In this dissertation, we analyze the constitution and functioning of the humorous discourse in discursive genre cartoon from the recognition and analysis of the techniques of humor used to get the desired effects of meaning. We used the theoretical and methodological assumptions of French Discourse Analysis henceforth (AD) for the research. Specifically on the techniques of humor, we rely on authors like Possenti (1998) and Propp (1992) to see how these procedures are present in the cartoons and make the discourse of humor. To achieve this goal, ten (10) cartoons were analyzed dealing with episodes relating to the management of the mayor Micarla de Souza in the city of Natal, RN. These cartoons were published in the newspaper Tribuna do Norte during the year 2012. The research falls within the field of study of Applied Linguistics and is qualitative, interpretive nature. In the first part, we did a rescue of the foundations of discourse analysis, discussing the concept of interdiscourse, then we carry on about the notion of gender discourse from the perspective of AD, and the genre itself cartoon as we work with the cartoon as a discourse genre, and finally, we deal with this humor discourse in cartoons. We then developed some analyzes to illustrate the postulate that all text is founded upon certain conditions of enunciation; that the relationship between the cartoons and interdiscourse is a constitutive relationship that brings out certain cartoons/ discourses and not others, and especially what humor techniques are used strategically by the cartoonist, whose discursive decisions cause certain effects of meaning. The results of this paper find that discursive relations are relations of subjects and meanings, that the discourse of cartoon is built from other sayings and discourses, and that certain textual and discursive procedures/techniques, as parody, irony, lowering the other, the ambiguity and displacement are mobilized in the text to generate the possible effect of the comic, thus building the humor discourse of the cartoons analyzed

A aula de português no ensino médio: o ensino que se deseja, o ensino que se faz

Settled within the realm of a problematization towards teaching and learning the Portuguese language, this study aims to investigate the way how the Portuguese Language discipline is dealt with in Secondary School. We propose specifically to analyze the orientations of the official documents concerning the educator practice, examining the way the PCNEM proposal is approached in the didactic book, identifying the treatment given to language questions, analyzing the way the teacher uses the didactic book and verifying the relations between the official approach and the pedagogical practice. The analysis takes into account the several discourses concerning school literacy, considering the various political-educational instances which institutionalize the teaching of the mother tongue - where we locate the teaching that is wanted . In what teachers and students say in their activities and concerning them - the realm of the teaching that is performed - we presuppose that there are signs of the principles - or conceptions - that orientate what they understand by language, teaching and learning. Such evidences are considered within the interrelation of the enunciative places where this literacy is promoted: the public policies concerning education - focusing the language questions - the academic researches about those questions, the educator formation and capacitation and the very school practices in the complexity of their discoursive inter-subjectivity. The principles - or conceptions - are pursued in what is said (or not) about what is done (or not) in the classroom when dealing with the Portuguese Language. The corpus is made up of oral and written texts produced in Portuguese classes in the Secondary School at a public school in the city of Natal, Rio Grande do Norte, Brazil. Situated in the realm of Applied Linguistics, the research is conducted in a qualitative and interpretative perspective, following the ethnography of communication procedures and the contributions of the Functional Linguistics. In the observations, language conceptions were discerned, among others, besides beliefs and representations where the theoretical and practical aspects, professional roles, expectations and uncertainties were diluted.

O ser elástico, mola, agulha, trepidação: expressões do homoerotismo em Fernando Pessoa

This Masters thesis investigates and analyzes the homoerotic expressions in Fernando Pessoa s poetry and in his heteronyms : Álvaro de Campos, Alberto Caeiro and Ricardo Reis. Through the elaboration of deceptive strategies as a way to escape from the insults and the constraints, the poet by means of creative runaway lines builds up a homoerotic poetry that differ from the established patterns and representational models of the literature. We can find, bearing in mind a problematic sexuality which overflows in the various I s, of the sinuous identities and the movable boundaries, and intense mask games. They become real in poems, especially by means of sensations, yielding the possibility of a queer discourse and generating a homoerotic poetry. Pessoa s homoerotism is, thus, presented amid friendly relationships, smooth spaces, of heterotrophy of the city, or others space and the closet s aesthetics. Based on this, it is noted the articulations of a performance gender as body scripture and inscription, thus establishing a physical-writing which reveals a transgressive sexuality, with multiple entrances and exits, affirmations and denials that originate paradoxes. In this matter, we develop links between Foucault conceptions (2010a, 2010b, 2011) towards the history of sexuality, friendship and the power-knowledge relations with traces of significance and subjectivity, in processes of faciality and BwO (Body-without-Organs) in Deleuze and Guattari (1996). We still consider the ontological questionings towards the Gay dimension in Eribon (2008) and we raise aspects concerning the construction of the idea of masculinity in Bourdieu (2010). Finally, we base ourselves on Sedgwick s 1993 closet epistemological approach, as well as on Butler s 2012 gender and performance theory, also going through a few Bataille 1987 passages about erotism, that redimension the homoaffective images of the Portuguese poet

A retórica em Aristóteles: da orientação das paixões ao aprimoramento da eupraxia

This research brings into focus the relationship between the work Rhetoric, from Aristotle, and the conceptions of ethics and practical wisdom of the philosopher from Stageira. Accordingly, it attempts to show that Aristotle's Rhetoric was produced to guide the construction and orientation of oratory passions of the Greek man, setting it as a reference for practices aimed at social ordering of the polis. In other words, the Aristotelian Rhetoric, designed by the author as the study of what is persuasive in every speech, is not composed with the meaning of persuasion at any cost, in another sense it is conceived by Aristotle as a useful knowledge for the improvement eupraxic (the good act in accordance with the fair and true). This research finds that such work has been prepared by Stagirite a time of strong social transformations and upheavals in ancient Greece: The skepticism expanded, with each person wanting to live their own businesses, and especially in Athens, a city that served as intellectual and political reference, there was a lack of collective spirit. In this tumultuous social environment, Aristotle, with a culture of Greeks eager Trusted reviews and socially shareable in the field of verisimilitude, sought with his Rhetoric, contributing to the development of ethics and political science; referrals for legal and organization of inter-social relations in varied environments, including seeking to provide knowledge about human passions and emotional status of active citizens in deliberative meetings

Apoio social e síndrome da fragilidade em idosos residentes na comunidade

Introduction: The frailty in the elderly is the result of a complex interplay between many social and clinical factors involved in its genesis. Although there is an understanding of its association with increased risk of adverse clinical outcomes, still it is unclear whether this syndrome can be aggravated due to lack of social support. So, the objective of this study was to analyze the association between social support and frailty syndrome in elderly community residents. Materials and methods: Observational analytical cross-sectional study, with a sample of 300 elderly living in the city of Natal-RN. Were collected informations about socialdemographic, economics and physical health data. The Social support was assessed by the status of cohabitation; marital status; contact frequency and diversity rate; received and given attendance frequency rate; and Map Minimum Relations of the Elderly. The frailty was assessed using the following criteria: unintentional weight loss, weakness, low physical activity, exhaustion and Slowness. To observe any possible associations, we performed the Pearson chi-square test, the Student t test and multivariate analysis using binary logistic regression, adopting a significance level of 5%. Results: It was observed that there were no associations of frailty with the social support variables, except for housekeeping mode (p = 0.046) of the MMRI. For the sociodemographic, economic, physical health and social support data, only age (p <0.001), sedentary lifestyle (p = 0.002) and poor perceived health (p = 0.001) were the ones that remained in the logistic regression model, with strong association for the presence of frailty. Conclusion: Among the variables related to social support, only to help with housekeeping was significantly associated with frailty. However, more studies need to be developed to characterize the social vulnerability, as well as health services need to recognize the importance of social support as an integral part of care for the elderly

O desejo, o relato e a prática da cidade: de como são produzidos territórios marginais na cidade do príncipe (1880 - 1900)

The theme of this work is the study of marginal territories of the Cidade do Príncipe, sketch in time than today is constituted as the city of Caicó/RN, with the time frame the years 1880 to 1900. Our goal is to investigate the construction of these territories from multiple speech subjects practitioners of the city. Thus, we propose to discover the mapping of the deviation in the city in question, as they were drawn, those who experienced and through which practices. Investigate the construction of these spaces from the speeches, and fill a historiographical gap, allows to find stories sharp, silenced or ignored, abortions and madness in prison, repressed passions and avenged. To meet these spaces the sources are diverse, such as the newspaper O Povo, the Codes of posture, the Reports of Presidents and Heads of Provincial Police and process-crime. Regarding the methodological aspects of research, we decided by discourse analysis, discourse here conceived not only as what is said about someone or something, but as a set of statements circulating at any given time in society, articulating speech, intentions, actions and thought. The city is then considered from their territories, imagined as a space configured in/by the relations power that the dispute, but also as a space for experiences multiple, different feelings, place and non-place, the discipline and mockery, of power and resistance.

Natal, outra cidade : o papel da Intendência Municipal no desenvolvimento de uma nova ordem urbana(1904-1929)

The present work regards, as its subject, the management of the urban space. It aims to survey the role assumed by the Conselho de Intendência Municipal de Natal (Municipal Stewardship Council of Natal) in the formation of a new urban order between the years of 1904 and 1929. For a better comprehension of the object of research, the milestone of the time span analyzed in this work was receded to the year of 1890, specifically at the first chapter of this dissertation. In this chapter, we will turn our attention towards an analysis of the referred council, on the regulation of its operation, the relations of this institution with the state government and its mechanisms of action in the city, among other topics. In the next chapter, we will delve into an elite who administrated the city of Natal during the first republic, understanding that the analysis of the formation of a modern city project by the Municipal Stewardship undergoes the comprehension of those who leaded this institution. In the third chapter, we will examine the limits of the municipal management to put into practice its projects to the upraise of a new Natal, between the years of 1904 and 1921. The last chapter, on its turn, presents a new Stewardship, reformulated after a process of administrative streamlining, and a city that transforms itself, especially during the O Grady tenure by receiving major constructions, which alter its main features. We will regard, as the main resources of this study, articles from the daily newspapers A República (The Republic) and Diário de Natal (Daily Natal), dictums, announcements, laws, state decrees and the messages disclosed by the state government. To build a way of analysis, we make use of authors such as Anthony Giddens, Peter Burke and Laurent Vidal, among many others who discuss concepts related to the proposed theme

Sair curado para a vida e para o bem: diagramas, linhas e dispersão de forças no complexus nosoespacial do Hospital de Caridade Juvino Barreto (1909-1927)

This work has as object of study the Hospital de Caridade Juvino Barreto, nosocomial institution located in the city of Natal (RN), between the Praia de Areia Preta and the Monte Petrópolis, focusing on the period from 1909, the year in which the new hospital building was constructed and opened, and 1927, the date of the transfer of administration of the public domain to the newly created Sociedade de Assistência Hospitalar (SAH). We study the conditions of possibility of the emergence of this hospital space in the urban environment of the capital of Rio Grande do Norte, seeking to understand the different tactics and strategies implemented by the historical subjects involved in the formation of this institution nosocomial. Starting from a corpus of documents consisting of medical memories (with Dr. Januário Cicco as privileged observer), information present in newspapers (the Republic and the Christmas Journa l), photo collection and extensive administrative and legal material (Speeches, Exhibitions, Reports, Laws and Resolutions), we analyzed in detail the medical geography of HCJB, relating the discourses of medicine and geography in choosing the spatial location of the hospital as we examine the architecture of the hospital, its inner spat iality, divisions, forms of space control, and, finally, we discuss the medical practices that took place within it, leading us in this regard, from the experiences of clinical hospital chief, Dr. Januário Cicco, especially the discussion on "ethics" in hospital work. The perception of HCJB as medical nosoespaciality always on the move, incorporated under taxonomic principles based on difference and dispersion forces, led us to articulate it theoretically from the conceptual-methodological arsenal of philosopher Michel Foucault, particularly his reflections of genealogical phase, focusing on the phenomenon of power, a position that allows us to enhance our space-hospital construction, invention, product of power relations, which give the unfinished aspect nosocômio, apparent, always at stake, perpetual non-modeling possibility has previously defined array, establishing it at the field of possible, of virtuality, of power: hospital that could have been and that it was not. Indeed, the investigation of various aspects/elements of hospital space Juvino Barreto revealed us new dimensions of hospital space, far more complex than the simple and the current idea of a place to shelter patients: plasticity and fluidity of space, which is not made to circumscribe the limits of empeiria, engraving up to strength relations fought between different subject; its Constitution as a transitional space, Heterotopic, doing live inside modern elements with premoderns (professional doctors working with religious thought, skeptical of positivist medicine living with the religious faith of the nuns of Santana); the impossibility of thinking hospital space of HCJB while homogeneous unit, static, transistoric, making the spatiality, without considering the profound differences, fractures and dislocations that animated his own existence, multiplying their expressions of identity

A Produção do Flagelo : a re-produção do espaço social da seca na cidade de Mossoró (1877-1903-1915)

The great droughts re- produced spaces in the city of Mossoró / RN in the end of the nineteenth century to the beginning of the twentieth century. Its dimension exceeds the climatic effects becoming social locus when advances over the political and economic sectors, social and cultural of the North / Northeast Brazilian societies during that period. This way, analyzing the re-production of social space in episodes of Mossoró‟s droughts is our toil. So try to reveal each segment, route and aspect of production of space in its size and interface between the perceived, conceived and lived, and subjects related to it - refugees, population and authorities - during the droughts of 1877, 1903 and 1915 within Mossoró city. Therefore, issues such as the constitution and representation of the city and social space in the terrifying experience of the drought of 1877, the production of fixed objects and flows of the urban web through of migrant labor, attempts to control, discipline and spatial planning and ways to resistance to these charges in daily sphere are key issues addressed in this work. For this we use diverse sources as minutes of the city council, reports from provincial presidents, media, memory books and others that sustain us in building our narrative and problematic. This way, the spatial production of Mossoró‟s droughts reveals itself in the field of relations and political-economic transformations and sociocultural, inextricably, that shapes and mobilizes your own social space

A representação da mulher e as questões de gênero na toponímia urbana de Caicó-RN

This piece wants to investigate the relations between gender identities and the toponymy in Caicó city. To do so, we will discuss the reason why places are named, the practice of naming places, so as the process of choosing the names of neighborhoods, streets and city public squares. Thereby, we will investigate the space changes in Caicó city since its formation, as a village, until the decade of 1970. This period of time was chosen in order to discuss the toponymic process of the city, besides having noticed that public places and locations in Caico with the feminine nominations only appear from the second half of the 60s decade and in the beginning of the 70s. This way, we preferred to investigate who were the first Caicó women to have their names in the urban space; why women only begin to have homage from the decade of the 60s on; what is the importance and the location of the places with feminine names; and what gender image is there on this homage