Gestão da satisfação e fidelidade do cliente : um estudo dos fatores que influenciam na satisfação e fidelidade dos clientes corporativos de telefonia celular

The competition in the telecommunications industry has grown in Brazil since the privatization, forcing companies that are active in the market to a growing commitment to quality products and services in order to survive. In this context, this work aims to understand the main factors that influence the degree of satisfaction exists in respect of a mobile operator with its corporate customers. The research covered theoretical concepts and analytical models of quality management system and models of indices related to the measurement of customer satisfaction. For the field research was carried out in a practical application of the main approaches based on this thesis by a case study in corporate segment, through a questionnaire applied to 10 consultants and 40 corporate customers of that company. Comparing the results of research with the consultants and corporate clients there is the concern of respondents to the indicators that comprise the constructs of customer satisfaction, commitment calculated, the price index and the handling of complaints, denoting the dissatisfaction of the general assessment for corporate customers with the carrier, against its current expectations. It is concluded that the mobile operator of the telecommunications industry have a big challenge, after ten years of privatization and consequently the period of rapid expansion of customer base and with the depleted, retain corporate customers as highly strategic, thus avoiding that migrate to other companies. We emphasize the need for further research and analysis of different approaches through research and using the same models to specifically evaluate and measure customer satisfaction of mobile enterprise, to adjust the model to the national market. Finally, we suggest the creation of an effective customer loyalty program with a strategy of relationship and specific to the corporate sector of mobile telephony

O mundo criado pelas imagens: paisagens e espaços coloniais na obra do holandês Frans Post

The aims of this dissertation is to study formation of the Dutch view seeing the colonial scenery in screens by Frans Post, as well as, to perceive a colonial world constitution through landscape paintings by him with his natural and human representation. The artist was the first to portray South American views, after he landed in Pernambuco with retinue of Dutch governor of colony, John Maurice, Prince of Nassau-Siegen. Post, by his 24 years old, was designated to represent for Dutch people their colony. The text reflects on visual construction of natural and human aspects in landscapes by Dutchman and how that aspects were included in colonizer imaginary about the strange world of America. European (Dutch) look about their conquered possessions in the New World was charged with exoticism and imagination. In order to understand that view, it`s paramount to study imaginary pictures reared by Frans Post, on his return to the Netherlands, and notions of landscape and exotic, wild and unspoiled nature which the Dutch people had when they thought about the Dutch colony in America. Our principal (visual) sources of research are six paintings: Vista da Sé de Olinda (1662), Vista das ruínas de Olinda (undated), Engenho (undated), Engenho (1660), Vista da cidade Maurícia e do Recife (1653), e Paisagem com rio e tamanduá (1649), all these canvases were painted when Frans Post returned to Europe. We seek to work through a methodology that focuses on investigation of primary visual and textual material, because these textual and pictorial representations reflect the 17th-century colonial view of colonial history themes of the - here called - Dutch America

Areia sob os pés da alma: uma leitura da vida e obra de Oswaldo Lamartine de Faria

This study followed the development of Oswaldo Lamartine de Faria as an intellectual, with the aim of establishing the emergence of that de Faria’s work under the umbrella of the sertão (hinterland) in Northeast Brazil. It accompanied the emergence of the researcher, his discovery of his mission to study the sertão in Seridó and the vital importance of his relationship with Luís da Câmara Cascudo, since despite being a natural born observer, Oswaldo Lamartine embarked on a career as a researcher after encouragement by Cascudo. The first chapter of this study, denominated The Gates of Time, portrays the country during the drought of 1919, the year Lamartine was born. It describes his childhood and first encounters with Câmara Cascudo; his urban exile in Rio de Janeiro; the books written by the young Oswaldo, those that came later, and his definitive return to the state of Rio Grande do Norte. The following two chapters, Sand beneath the Feet of the Soul and Images of a Nobleman from the Sertão, summarize Lamartine’s books and describe his entry into the canon of the state’s culture, with particular prominence given to his interview for the documentary “Oswaldo Lamartine: prince of the sertão”, highlighting his attempt (through his writing) to preserve his own existence. In the second section, Verses, Bold, Between the Lines features analyses of texts dedicated to Oswaldo Lamartine, such as those written by de Zila Mamede, Maria Lúcia Dal Farra and Paulo de Tarso Correia de Melo. The next chapter, entitled Warm and Vivid Ashes, highlights Lamartine’s correspondence with Luís da Câmara Cascudo and the incredible friendship between the two researchers. Cascudo’s letters are analyzed through the book De Cascudo para Oswaldo (From Cascudo to Oswaldo) and and are a powerful testimony of Oswaldo Lamartine’s permanent connection to Rio Grande do Norte. In conclusion, the final chapter entitled Combine, Tattoo, Imprint analyzes the writer’s five-book collection entitled Sertões do Seridó (Hinterlands of Seridó). In reading each of these, it becomes clear that observing reality was vital to the writer’s work. This is one of the first studies to be conducted about Oswaldo Lamartine at the Federal University of Rio Grande do Norte and its main theoretical references were the reflections of authors Jacques Le Goff (2003), Lejeune (1994; 2008), Maurice Blanchot (1987; 2005), Alfredo Bosi (1987) and Gaston Bachelard (n.d.).