Análise da influência da qualidade em um ciclo de serviços na satisfação do cliente: estudo de caso em uma instituição de ensino.

With the increasing offer of education services in Brazil, it is necessary to evaluate the quality of service in education, especially in those institutions for vocational education which have a greater interaction with the labor market, in order to form qualified professionals and meet the growing demand that the country has today[A1] . In Brazil, the evaluation of the quality of library services has influenced the assessment of educational institutions and in this context, there needs to be a process to monitor the quality of services provided by libraries. However, the service is not done in a single moment and thus to a more detailed assessment it needs to be measured and evaluated each different time the customer uses it. Therefore, the aim of this work consists in measuring the quality in every moment of truth of a cycle of library services to assess which are the most relevant moments in the client's perspective at the library of the Federal Institute of Education, Science and Technology of Rio Grande do Norte (IFRN) Campus João Câmara in building the overall quality of service. In the literature review, internal secondary sources were used, from the database of the institution studied, and also external sources, through literature in books, articles, dissertations, theses and journals on compost quality, service quality, cycle services, measuring quality, satisfaction, teaching activities, and on library services specifically. We applied a questionnaire to students in the library based on models of quality measurement SERVPERF and SERVQUAL and its variations such as SERVQUAL pondered and SERVPERF pondered . Through analysis based on concepts of reliability and validity of measuring instruments, it was found that the SERVPERF model is the instrument that most closely matches the dimensions of quality assessed in the library with customer satisfaction measured by the questionnaire. From there, the search results as measured by statistical techniques of analysis, indicated that the initial and final moments of truth of the cycle of service quality had the greatest influence on overall customer satisfaction with the library service

A verdade (des)construída: a inserção da homossexualidade na comunidade cristã Nova Esperança, em Natal

The religious plurality has been increasingly intense in Brazil, while it has served as an object of study in various fields of knowledge. In this context, this paper aims to point out the general heterogeneity among experienced growth of Protestant and evangelical denominations, especially those who claim to be inclusive by attending to human diversity, seeking to understand the relationship between religion and homosexuality. Specific objectives aim to understand the functioning and speeches produced by Comunidade Cristã Nova Esperança in Natal. The theoretical framework was seated in the works of Bento (2008), Lima (2009), Goffman (2001), Natividade (2008), Musskopf (2008), Helminiak (1998), Foucault (1997), among others. We tried to discuss the trajectory and how is the process of organization of the Comunidade Cristã Nova Esperança in Natal, the social advances that have reached homosexuals in our country, how this institution has contributed to the shift in paradigm in Christianity in respect to matters pertaining to religion and homosexuality, and the meaning of being a homosexual christian from the viewpoint perceived by social subjects living this experience

A formação de professores surdos de Libras: a centralidade de ambientes bilíngues em sua formação

The study object of this thesis intertwines the history of deaf education in the last 30 years in three schools for the deaf in the cities of Campina Grande, Gado Bravo and Aroeiras, Paraiba, the life stories of six deaf teachers of brasilian sign language (Libras) that have formed and works in these educational institutions for the deaf and our own journey, as a teacher and researcher. The study was conducted on the theoretical-methodological principles of (auto)biographical research in education and socio-historical studies on the social formation of the human. The corpus used for analysis was consisted of six narrative interviews conducted in sign language and transcribed into portuguese, documents and personal files and institutional. The analysis allowed us to define three hinge moments of this story: the creation of the first school for the deaf, within the framework of oralism (1980 - 1991), the passage into the Total Communication (1991 - 1995) and, finally, the introduction of Bilingualism (1995 to today). The analyzes show that the trajectories of teacher formation of the research participants reflect the history of the three schools which have costituted bilingual social spaces of paramount importance to the subjects and the deaf community as a group of linguistic and cultural minority. The evolution of this trajectory has allowed to demarcate between the two generations of research participants. The generation of heirs of oralism, which had delayed access to the Libras and lived an education referenced in oralism, whose reminiscences of childhood and adolescence are strongly marked by suffering for the lack of communication, which hinders their social and professional career until today. And the generation of the sons of bilingualism, the youngest in age, who had childhood access to Libras and education within the framework of bilingualism, whose reminiscences are not marked by suffering and have a positive vision of the future. With respect to your teacher formation, three figures stand out as a teacher. The teacher's improvised, closer to the first generation of teachers who were called to teach without proper training. The figure of the teacher craftsman, which corresponds to the image that most of them have of yourself now, understanding that their knowledge are based on the exchange between peers. And finally the figure of the real teacher, which stands on the horizon of expectations as future graduates in Letters |Libras. The narratives allowed to realize that the evolution between these figures is based on the contributions of the other: hearing teachers of EDAC and the Federal University of Campina Grande and deaf teachers of the two generations who learn from each other. The analyzes and reflections allowed to defend the thesis of the centrality of bilingual environments for the establishment of the deaf person as a citizen with full rights, based on the voice of the deaf, muted by the history of education, conducted by listeners

A doença de criar passarinhos: a lírica humanizadora de João Cabral de Melo Neto

João Cabral de Melo Neto n a jamais aimé les vers sentimentaux et prolixes venus de la tradition romantique. C est pour ça que son uvre a un discours objectif, rigoureusement elaboré e elle comporte certaines influences concretistes ça explique pourquoi l auteur est connu comme l ingénieur de la langage. En verité, le poète même dissait qu il était un homme froid et rationnel. La critique a assidument analysé la matière logique et le rigeuer formel de l uvre de Cabral de Melo. Pourtant, dans ce travail nous analysons les poèmes dont le sentiments humaines sont la mtière principal de l élaboration de l experiènce esthétique. La poèsie de João Cabral n est pas simple verbalisme formel, ni un uvre sens vie, car les objects concrètes et la langage objectif n empêchent pas qui le sujet décrit avec émotion les scènes presents dans les poèmes. Nous travaillons avec la hypothèse de que le poète a une attitude trop humaine quand il parle de l experience culturel et de l experience de la vie dans le Nord-est brésilien. Les unités témathiques de ce travail, pourtant, montrent la représentation du Nord-est dans la poèsie de João Cabral et examinent aussi le sentiment qu il sent par la memoire culturel de sa région. Parmi les aspects qui composent sa lyrique humaine nous citons la personification constant de les paysages du Nord-est le poète ne veux pas faire une décrition tophographique de la région parce que les places ont un valeuer sentimentel pour lui; au moyen d un discours erotique, Cabral represente les desirs et les intints humaines de sa terre; ensuite, il semble que le poète est enchanté et enveloppé avec certains elemets culturels de sa région, come l hamac, la littérature oral et la musique régional; la preoccupation avec la population explorée et la denonciation de la condition miserable dans le Nord-est brésilien confirment aussi la humanité présent dans son uvre; finalment, la récordation de l enfance et la nostalgie du temps passé sont, pour le poète, un possibilité qui peut aider dans la formation humaine de la population

A crítica hegeliana do entendimento e a perspectiva da razão

The aim of this work is to present the critic of Hegel to the form of thinking of the Understanding (Verstand) and the perspective of a new concept of Reason (Vernunft) or rationality that then appears, and this tends as base the three moments of the logical process (the moment of the Understanding, Dialectical and the Speculative) presented by Hegel in the Encyclopedia of the Philosophical Sciences. It will be shown that this critic is done immanent to the own philosophy of Hegel, because the Understanding is so much the object of the critic, as one of the moments that constitute the own process logical-dialectic (method dialectic) that defines the rationality hegelian. Starting from that insert of the Understanding in the own Reason, we will see that the critic of Hegel won't just feel in a destructive way, in a such way that the Understanding totally goes denied, but before it will elevate this same Understanding at the level of the Reason speculative, removing like this your assumed place of absolute university of the truth and pointing it in your true place.

A escola enquanto espaço privilegiado de construção de "meninos de verdade" :concepções e valores atribuidos a essa instituição por crianças pobres

The intention of this study was to identify the school conception (conceptions) in the discourse of poor children. There were inquired two groups of subjects: the first was composed of children that inserted precociously themselves into the work market and must to go to school because they take part in one of the governmental programs, called, minimum income programs. The second will be composed of children that live in the poorest district in Natal/RN city. And don´t have obligatoriness to go to school. Thus, thematics like precocious work, minimum income program, capitalism, neoliberalism was aproached in our discussion. We also intended to make a illustrate with Pinochio Adventures fable, because its conception school is similar like real official discourse school from everybody. In cited narrative, the character Gepeto didn t know what s a truth child but knows that exist a place in city where his maledoll Pinochio would be one the school. Thus, this institution was destine by the justice and politics from Gepetos s city how children right. Pinochio, in the book s end, to be transformed himself in a truth child because learned in school responsible and goodness behaviors. To uphold our inquiry we used the Content Analysis and socio-historical perspectives. The result showed that the children know that exist differents schools: yours and other, to rich class. Their school is admited like good, it is a study place, it isn´t disorders place; and also make propotional to social ascencion. The children s discourses is similar to capitalism s discourse

A motivação e o significado do trabalho de bancários: estudo comparativo entre dois momentos do processo de reestruturação produtiva

This master s dissertation deals with motivation and the meaning of work amongst bank employees. This is done considering a cognitive perception. Work is understood here under a social and subjective comprehension, once it deals with significance attribution. Motivation is the process that rules choice of the different possibilities of individual behavior, all of which according to the Expectation Theory. This study aims to analyze the implications of the productive restructure, since it is related to technological innovation, organizational changes and management, in motivation and work significance. Thus, the objective of the research is to verify motivational differences and the meaning of work amongst bank employees. This is done in two distinct moments of the productive restructure of bank employees in Natal-RN. The research is divided in two parts. In the first one, changes that occurred in banks between 1999 until 2005 were identified by the means of interviews with 7 bank managers. The analyzed perspective was training intensifying, quality emphasis of customer attendance, the use of automation/technology, staff stabilization, change in staff profile, work intensification, etc. In the second study the Inventory of Motivation and Work Meaning was applied. Thus, questions related to work focus, social demographic data, in 187 bank employees were dealt with. The collected data was compared to data from previous work. It was observed that productive restructure has a reflection in the meaning of work increasing self-expression, economical reward, and responsibility in work conditions. All of the item mention beforehand maintain the level of inhumanness and consummation and respond as being the characteristics of the real work environment. On the other hand, bank employees value less justice, self-expression and more the survival perspective, implying instrumental values to work. As for motivation, it is increased among bank employees. These employees have greater expectations that their work produce results since they believe in their interference in work results

Lacan, Gödel, a ciência e a verdade

Jaques Lacan, the thinker who proposes a return to the fundamentals of psychoanalysis in Freud states that the math would face as a privileged way of transmission of knowledge by the science. Although he was a follower of the mathematization of nature as the foundation of modern science, for him this principle does not imply eliminating the subject that produces it. That would be equivalent to saying that there can not be a language, whatever, even the math, that may "erases" the subject assumption in science. In the text The science and the truth we will try to introduce the idea, not so simple, by the way, the truth as the cause. Citing the framework of the causes in Aristotle, Lacan will speak of a homology between the truth as formal cause, in the case of science, and the truth as material cause, on the side of psychoanalysis. Among its aims with this text, he wants to establish that the unconscious of the subject would be none other than the subject of science. The famous incompleteness theorems of logical-mathematical Kurt Gödel enter here as a chapter of this issue. Recognized as true watershed, these theorems have to be remembered as revealing even outside the mathematical environment, and Lacan himself is not indifferent to this. He makes mention of Gödel's name and draws some observations apparently modest support for his own theory. Since some technical sophisticated knowledges awaits the reader who intends understand this supposed corroboration that Gödel provides to psychoanalysis, introduce the student of Lacan in the use he makes of the incompleteness theorems is the objective of this work. In The science and the truth, which fits us to locate the name of Gödel, one must question how seize such an idea without incurring the extrapolation and abuse of mathematical knowledge, almost trivial in this case. Thus, this paper aims to introduce the reader to the reasoning behind the theorems of Gödel, acquaint him about the Lacan’s mathematical claims, and indicate how to proceed using this implicit math in the text The science and the truth.

Programas de verdade, "mundos de crença": o verdadeiro segundo Paul Vayne

This study comes to reflect on the place of truth in everyday human experience. The notion of truth, expressed in different ways, in different systems of thought, cultural and historical, reveals the non-uniformity of their meaning and the arbitrary grouping under one name, truth. Given this fact, of so many beliefs taken as absolute, we ask with the historian Jean Marie Paul Veyne, if the truth is only one, or many called by a word namesake. If, through their ideas, men cannot access a definitely solid knowledge, unchanging and jaunty interference of the human condition (as their interests and affections), then in what sense it can claim a greater and exclusivist truth? Assuming the impossibility of apprehension of the reality of this type, Paul Veyne develops the notion of truth programs, referential beliefs assumed as cartographies that direct action and thought. He defends thus the idea of heterogeneity and plurality, as irreducible elements of human truths. On the one hand there is in society a plurality of truth programs, on the other there is a plurality of beliefs that is inside man. That is, in the way they believe the men also shows plural, because they believe in more than one program and counter programs. The thought of Paul Veyne is nonetheless a form of skepticism directed at all supposedly absolute and universal anthropological truths, because depending on the belief system studied and the specific moment in its history, a set of rules is established to distinguish the true from the false.

A verdade (des)construída: a inserção da homossexualidade na comunidade cristã Nova Esperança, em Natal

The religious plurality has been increasingly intense in Brazil, while it has served as an object of study in various fields of knowledge. In this context, this paper aims to point out the general heterogeneity among experienced growth of Protestant and evangelical denominations, especially those who claim to be inclusive by attending to human diversity, seeking to understand the relationship between religion and homosexuality. Specific objectives aim to understand the functioning and speeches produced by Comunidade Cristã Nova Esperança in Natal. The theoretical framework was seated in the works of Bento (2008), Lima (2009), Goffman (2001), Natividade (2008), Musskopf (2008), Helminiak (1998), Foucault (1997), among others. We tried to discuss the trajectory and how is the process of organization of the Comunidade Cristã Nova Esperança in Natal, the social advances that have reached homosexuals in our country, how this institution has contributed to the shift in paradigm in Christianity in respect to matters pertaining to religion and homosexuality, and the meaning of being a homosexual christian from the viewpoint perceived by social subjects living this experience