Gestão de satisfação e fidelidade do cliente na hotelaria :um estudo sobre os fatores que influenciam a satisfação e a fidelidade do turista internacional no Brasil

The objective of this thesis was studying the factors which contribute to customer s satisfaction and loyalty, focusing the Norwegian model of satisfaction and loyalty of the consumer, applied in the sector of hotel services in Natal/RN, Brazil. The theoretical research was led through the concepts of service quality, customer satisfaction and loyalty, models of quality management systems, national index of customer s satisfaction and methods which evaluate the customer s satisfaction. The field research was carried through from December 1st of 2004 to 24 st, among 381 international tourists who had been housed in the hotels of Natal. The analyses of the data had been made through the descriptive statistics and analysis of multiple regression. The results had evidenced that the main precedents variables of satisfaction had been: hotel s room, staff friendliness, hotel restaurant food and price paid; these are factors which explained, in 56,0% the variation of satisfaction with hotels. In relation to the constructs which had influenced the tourist s loyalty, were founds: tourist s satisfaction, hotel image and affective commitment, which had explained 53.0% of the data variability. The complaint management resulted as a basic factor for the tourist s satisfaction and loyalty

A oficina como método de desenvolvimento de projeto do produto aplicado à atividade jangadeira de Ponta Negra Natal-RN

The jangadas (brazilian fishing rafts) are rudimentary artisanal vessels intrinsic to the Northeast of Brazil. The fishery with jangadas is highly representative in the State of Rio Grande do Norte, and source of income for many families in addition to being a strong cultural icon. Is still alive despite the difficulties, bringing the history and customs of the fishermen and their people. However, is in process of extinction due to factors such as the low profitability of the activity, tourism and urbanization. From the understanding of activity involving their context and circumstances, based on identified problems regarding the conditions of use of jangadas as the unpredictability, the risk of accidents, poor working conditions, hygiene and housing, this dissertation aims to: analyzing the design of the jangada on the beach of Ponta Negra and its relationship with the activity in relation to health, safety, productivity and environment, and from such assessments, together with the results achieved during the workshops of the project, proposing a cart to move the raft, adapted to the local fisherman activity studied. To perform analysis of jangadeira activity, we used a methodology based on ergonomic work analysis - AET (WISNER, 1987; GUÈRIN, 2001; VIDAL, 2008, SALDANHA, 2004 and Carvalho, 2005). For data collection were used observational and interaction methods as a conversational action, verbalizations, photographs and video. It is emphasized that the search for solutions appropriate to the jangadeira activity was possible through the collaboration of several people, not just an informational level and understanding during the work activity, but effectively contributing to the making decisions

Elaboração de um plano de gerenciamento integrado de resíduos sólidos no restaurante universitário da Universidade Federal do Rio Grande do Norte

The concern about preservation of the environment reaches different layers and sections of global society. The environmental prior quality of our planet can only be reached through changes in the attitudes taken in relation due to the waste generated by society, this also lead involving the education sector, in example of the Superior Education Institutions where the concept of ambiental management needs to gain a growing space.In the Federal University of Rio Grande do Norte, can be found the Universitary Restaurant as an example of a Food and Nutrition Unit, it is a restaurant destined to provide services to the academic comunity with the production and distribution of meals. In this operational context the work itself aims subsidies and funds to the search of as minimal generation of residues as possible, applying environmentally correct processes and practices. The work was developed in the period of September to October of 2009 in the Universitary Campus of Federal University of Rio Grande do Norte, in the Universitary Restaurant of the referred institution. The project involved all the employees of the restaurant and used like method the action survey. The produced waste was characterized, arranged according with it s nature (organic or inorganic) classificated following the NBR ISO 14004, adapted by Kinasz (2004) that adjusts the Standards to the specific reality of Food and Nutrition Services being diagnosed an expressive amount of produced waste in the Universitary Restaurant, it can be assured that a culture of wasting is very present and exists, contributing to the rise of solid residues, damaging the environment and consequently reflecting in the costs and expenses of the Unity, a known fact that characterizes and justifies the need of a promoting and active action that leads to positive reflexes in the economic and environmental area, drafting a Plan for Integrate Management of Solid Residues on the Universitary Restaurant of Federal University of Rio Grande do Norte

Aspectos linguístico-ergonômicos em rótulos: avaliação da linguagem verbo-visual de rótulos de embalagens para alimentos achocolatados

We have been living in a world of packed products. The package and the labels support the companies to communicate with the customers in addition to give protection, storage and convenience in proportion to the products that move in the price list. The labels mainly add up a value which helps the companies differ their products and increase the value of the brands among the final customers. However, the information given in the label are not clear sometimes. It displays a verbal-visual defective language resulted from a poor visibility, legibleness and comprehensibleness of the verbal and visual marks. The aim of this research is to verify, according to the costumers‟ view, the level of the clarity in the informative texts, harmony and ergonomic conformity of the package labels in the chocolate powder of the Claralate brand, considering the linguistic aspects presented on the labels. The criteria to evaluate the chocolate package selected were based on the linguistic field: the organization and the structure of the text derided from the classification of the textual genre; the clarity and the comprehension of the language utilized on those labels. From the ergonomic view, the informative and ergonomic conformity, based on the following requirements: legibility, symbols, characters, reading fields and intermission of the written lines. Therefore, the research done july 2007 and added july 2011 had a structured questionnaire in the interview put to the 118 customers of the chocolate package that go shopping in one of the two supermarkets in Floriano, Piauí São Jorge and/or Super Quaresma. The main results of the investigation show that the linguistic aspects in the informative texts of the labels provide the customers‟ expectancy partially, while the consideration of the informative ergonomic analyzed can contribute to the improvement of the information and consequent visual progress of those, on the labels of chocolate package investigated. As recommendation towards the maker of the product, the outcome of the research indicates: harmonize the proportion of the letters and numbers; enlarge the letters size; make the visual information more comprehensive determined by the reading field; put the expiry date in a better visual place

Análise comparativa de modelos de maturidade em gerenciamento de projetos: uma contribuição ao estudo da maturidade organizacional em setores de engenharia

The purpose of this dissertation is to formulate guidelines for the improvement of maturity models, or the development of new ones, aiming at its application to project departments. The maturity of project management has become critical for organizations that develop projects and want to stand out in the market they serve. For this purpose, maturity models provide paths in order to guarantee that the institutionalization of project management is achieved in the best possible way. Generally, these models assess the organization, define its current situation in managing projects and propose steps to be performed in the search of more advanced levels of maturity. With the objective of contributing to the improvement of maturity models for specific cases, a bibliographical research was conducted for the preparation of a comparative analysis matrix and performed a case study for application of two maturity models (MMGP and PMMM levels 2 and 3), selected based on criteria found in the literature, in an engineering department of an oil company. The case study supported the realization of a comparative analysis of models, from which guidelines were formulated for improvement. The results showed that thedepartment is evaluated in a medium stage of maturity, recording significant progress in some dimensions assessed. They also found that the results of applying the two models are presented as complementary, although the model is highlighted by the greater depth of MMGP diagnostic, considering many variables in their levels of maturity than model PMMM (levels 2 and 3).Finally, directions have been formulated that contribute to the improvement of maturity models, taking in account the organizational environment in which this work was developed

Analise SWOT do gerenciamento de resíduos do coco verde em duas agroindústrias do estado do Rio Grande do Norte

In the current conjuncture, the environmental factor has been changing the position of companies that are practicing or minimally adopting environmental management. Such tool has been used by companies to face the problems caused by solid waste, in particular green coconut waste, which is constantly among the material discarded by society (companies/ consumer). It is a typical tropical fruit whose fresh water is very benefic for human health, and its popularization has caused a progressive increase of its consumption. Following this stream of thought, this present work came up with an analysis of strengths, weaknesses, threats, and opportunities SWOT analysis on green coconut solid waste management at two agribusiness companies in the state of Rio Grande do Norte (RN), Brazil, aiming to know the challenges and the potentials of this kind of waste. According to the approach of the problem, this work fits a descriptive, exploratory, and qualitative research. The data collection was obtained by a questionnaire and a structured interview, in order to evaluate the strategic posture of agribusiness companies through SWOT analysis, which is an English acronym for Strengths, Weaknesses, Opportunities and Threats. The SWOT analysis is an effective tool to analyze the internal and external environment of an organization. This tool contributes to locate the company at the environment in question and when well applied it enables the detection of mistakes, the strengthening of correct procedures, the avoidance of threats, and the bet on opportunities. The studied agribusiness industries have very similar profiles, such as a long business life span, and a strategy that extends the useful life of the fruit, by using its waste for the manufacturing of new subproducts. In both, the daily quantity of waste resulted of this process reaches approximately 20 thousand units of the fruit in high season, being necessary a focus directed at use and/or treatment of these waste. Further to SWOT analysis, it was ascertained that the agribusiness company A works through a defensive marketing strategy and acts vulnerably, in other words, unable of acting before this market segment, for it has decided to stop using the waste due to a lack of equipment and technology. On the other hand, the agribusiness company B has incorporated an offensive marketing strategy because even not possessing equipments, technology, and appropriated internal installations, it still insists on use and benefits of green coconut waste in its agribusiness. Thus, it is considered that the potential of green coconut waste management for the production of several subproducts reduces the impacts produced by inappropriate placement and generates profits in a short, medium and long term. Such profits being tangible and intangible, as the interest for sustainability actions is not only a matter of obtaining return on capital, but it is an important question in order to move on into business, since it is not enough to have quality on products and process nowadays. It is necessary to establish socio-environmental practices aiming the image of the company as the prevailing role on consumers buying decision

CREATION: técnica de criatividade para geração de ideias de novos produtos

Creativity is a skill found in all individuals and one of the strategies used to intensify it is through the application of creativity techniques. In order to propose a new technique for generating new crafts product ideas, this dissertation, which is part of a research project of the Federal University of Rio Grande do Norte, through action research, intervened in three state communities artisans - Lajes Pintada, Massaranduba and Vera Cruz - to develop the artisans creative potential. Based on the techniques studied in the literature, we selected three techniques for interventions, composing two dynamics - one to improve features and functionalities of existing products, with the technique of SCAMPER; and the other to generate ideas for creating new products, with techniques Listing and Random Words / Figures. These latter techniques were not satisfactory in its objective by presenting constraints, not covered in the description, for the participant group. Thus, it was necessary to propose a new technique for the same purpose, the technique CREATION Clarify technique, Realized creativity, Explain, Apply for word, Think fast, Interpret, Organize ideas, Now evaluate, composed of twelve steps. To use the new technique requires that it be used by a dynamic that takes into account three phases: Planning, Application and Analysis. In the new technique application were generated around 30 ideas, regarded as new, in six sessions, from test pilot to interventions in artisans communities

Fatores que influenciam a fidelidade dos clientes em postos de combustíveis da cidade de Natal/RN

The customer loyalty became strategy factor for the sustainability of business enterprises. And will be them competitive is important to describe the factors than the consumers consider for to choose the business than will buy the product or service. The dissertation objective is to know the factors that influence the consumer s satisfaction and loyalty in gas stations of Natal/RN, using the index national of customer satisfaction. The literature review was directed for strategy concepts, service quality, satisfaction and fidelity consumer and index national of customer satisfaction. The method used was descriptive-explicative, with application of a survey, from march 15 until april 15 of 2013, with 391 consumers of gas station. In relational analysis, we considered eight constructs: quality, price, complaints, satisfaction, image, loyalty, affection and commitment calculated. For customer satisfaction, the factors that influence have resulted in fuel quality, technical skills of vendors and duration of service. For customer loyalty, the factors that influence resulted in: image, feeling for distributor flag post, location and overall satisfaction with the gas station

A gestão de empreendimentos da agricultura familiar e os impactos para a sustentabilidade: um estudo de caso na rede xique xique

Coordenação de Aperfeiçoamento de Pessoal de Nível Superior

Avaliação da eficiência dos investimentos do programa Inova-RN em micro e pequenas empresas Uma integração da análise envoltória de dados e índice Malmquist

Coordenação de Aperfeiçoamento de Pessoal de Nível Superior

Medição de desempenho na cadeia de suprimentos da energia eólica: proposta de um conjunto de indicadores de desempenho

Performance measurement in highly competitive markets is a necessary measure for those who aim the top positions. The business performance measurement approach have reached relevant results in the literature, however, a different approach has recently appeared that broadened the perception of competition, where companies do not seek the competition among companies only, but also among supply chains. Brazilian Wind energy supply chain is living a structuring and expanding moment, with the major global players in the industry making investments in the country. This research aims to answer which are the key performance indicators that must be considered by the Brazilian wind energy sector companies, which are part in a broad perspective of supply chain competition. The research was executed in two steps: exploratory (literature review and a field research in the companies) and later a survey was conducted with the Brazilian Wind energy companies workers with the purpose to validate the performance indicators found in the exploratory step. The survey evaluated 40 performance indicators distributed among five major activities: Project prospection, building/execution, operation and maintenance, logistics and transverse processes, which summarize the performance of the entire supply chain, pointing the sinergy and the competitive level of the supply chain. The selected performance indicators reflect the high relevance of the costs dimension in the Brazilian energy companies performance, acting as a key performance indicator, is also indicates the limited performance management integration throughout the Brazilian wind energy supply chain

Obtenção de placas cerâmico a partir de formulações de massas triaxiais de resíduos de caulim, chamote de telha e cinza vegetal

The production of red ceramic is an industrial activity that causes an intense impact. The manufacture of its products considerably increases the demand for natural resources, mainly with the extraction of raw material. The ceramic material produced generates waste, such as ash firewood and chamote. The residue from the beneficiation of kaolin is deposited in a poor, degrades the environment and contaminate water sources and soil, constituting in this manner, ecological disasters. The main objective of this work is to develop the formulation of a ceramic product consisting solely of industrial solid wastes, from ceramic tiles, (chamote) residue of kaolin and ash firewood. It is assumed that this product made in the laboratory can be used in coatings, wall and floor. The aim is to facilitate the replacement of the raw material of original composition of a ceramic body, for waste, while the process of production equal to the conventionally used, so that the properties of the product are reproduced. This work is characterized waste as its chemical composition, analysis of particle size, X-ray diffraction and thermal behavior. Several formulations were studied. The mass of waste was prepared by dry process, pressed to 25 MPa, and then burned in muffle type oven to 850, 950, 1050 and 1150 °C. The results showed that it is technically possible to produce porous tiles only with waste. It was found that the formulations of bodies play a key role in the properties of the final product, as well as the sintering temperature and heating rates. RN in the waste of kaolin is estimated at 15,000 t/month, about 3,000 gray t/month and chamote with 10 million pieces/month damaged. The presence of carbonates of calcium and magnesium at 1050 ° C results in an appropriate porosity and mechanical strength. The formulation M3JE, composed of 69% waste of kaolin, 7.7% and 23.3% of chamote of gray, became suitable for porous materials with the strength and absorption within the level of national and international standards

Integrais de linha intervalares: fundamentos e aplicações

A necessidade de uma precisão e de uma aproximação dos resultados numéricos zeram com que diversas teorias surgissem: dentre elas, destacamos a Matemática Intervalar. A Matemática Intervalar surgiu na década de 60 com os trabalhos de pesquisa de Moore (MOORE, 1959) , em que ele propôs trabalhar com uma Matemática baseada na noção de intervalo real e não mais com um número como aproximação. Com isso, surgiu a necessidade de revisitar e reformular os conceitos e resultados da Matemática Clássica utilizando como base a noção de intervalo de Moore. Uma das áreas da Matem ática Clássica que tem tido muitas aplicações em engenharias e ciências é a Análises Numérica, onde um dos seus pilares é o Cálculo Integral e em particular as integrais de linha. Assim, é muito desejável se ter um cálculo integral dentro da própria Matemática Intervalar. No presente trabalho apresenta-se uma noção de Integral de Linha Intervalar baseada na extensão de integração proposta por Bedregal em (BEDREGAL; BEDREGAL, 2010). Para a fundamentação apresenta-se incialmente uma introdução sobre a pespectiva em que o trabalho foi realizado, considerando alguns aspectos histórico-evolutivos da Matemática Clássica. Os conceitos de Integrais de Linha Clássica, bem como algumas das suas aplicações mais importantes. Alguns conceitos de Matemática Intervalar necessários para o entendimento do trabalho. Para nalizar propomos uma aplicação da integral de linha em um experimênto clássico da mecânica quântica (a difração de um elétron em uma fenda) que graças ao fato de ser a Matemática Intervalar utilizada, nos dá um foco mais detalhado e mais próximo da realidade

Prospecção tecnológica para geração de energia eólica

The acceleration of technological change and the process of globalization has intensified competition and the need for new products (goods and services), resulting in growing concern for organizations in the development of technological, economic and social advances. This work presents an overview of the development of wind energy-related technologies and design trends. To conduct this research, it is (i) a literature review on technological innovation, technological forecasting methods and fundamentals of wind power; (ii) the analysis of patents, with the current technology landscape studied by means of finding information in patent databases; and (iii) the preparation of the map of technological development and construction of wind turbines of the future trend information from the literature and news from the sector studied. Step (ii) allowed the study of 25 644 patents between the years 2003-2012, in which the US and China lead the ranking of depositors and the American company General Electric and the Japanese Mitsubishi stand as the largest holder of wind technology. Step (iii) analyzed and identified that most of the innovations presented in the technological evolution of wind power are incremental product innovations to market. The proposed future trends shows that the future wind turbines tend to have a horizontal synchronous shaft, which with the highest diameter of 194m and 164m rotor nacelle top, the top having 7,5MW generation. The materials used for the blades are new materials with characteristics of low density and high strength. The towers are trend with hybrid materials, uniting the steel to the concrete. This work tries to cover the existing gap in the gym on the use of technological forecasting techniques for the wind energy industry, through the recognition that utilize the patent analysis, analysis of scientific articles and stories of the area, provide knowledge about the industry and influencing the quality of investment decisions in R & D and hence improves the efficiency and effectiveness of wind power generation

Avaliação da conformidade dos blocos cerâmicos produzidos em algumas cerâmicas no Rio Grande do Norte

The final quality of the works accomplished by the building construction industry depends directly on the quality of the materials supplied and used during all their phases of execution. The federal government participation and several state programs have established conditions to stimulate and require the increment of the quality level in the building construction industry´s product chain. These programs aim at the product conformity to the technical standards. Within this context, the evaluation program of the ceramic product conformity in Rio Grande do Norte state is assessing the conformity degree to Brazilian Technical Standards of ceramic bricks and tiles made in the ceramic production area in the state. In this work, is determine the degree of conformity of the sealing ceramic bricks made by some companies in different areas of the state, such as Assú, São Gonçalo do Amarante, Apodi, Parelhas, São José do Mipibu e Macaíba. Using the technical standards as a point of reference, we attempted to reproduce in the laboratory the experimental procedures to the analysis execution, according to the specifications. It was possible to determine that none of the evaluated samples are in strict conformity with the current technical standards, what reflects the real situation of the products available on the market.