Os efeitos das reclamações online na lealdade dos consumidores: um estudo experimental

In an environment of constant change, technological developments, market competition and more informed consumers, the search for a lasting relationship through the conquest of loyalty has become the objective of companies. However, several authors suggest that this loyalty can be affected by negative comments available on the internet. Therefore, this dissertation has as objective to examine if the complaints are available on the internet impact the loyalty to a brand of mobile phone. The research used as the basis the Expanded NCSB model suggest by Johnson et al. (2001), studying five prominent drives of loyalty: image/brand reputation, affective commitment, calculative commitment, perceived value and trust, beyond the satisfaction construct as moderator variable. The research method adopted was the experimental design which included 285 undergraduate students, with the trial which included 285 undergraduate students, with the field study of the mobile industry, specifically, the brands of cell phones. The research approach was quantitative and methods were descriptive statistics, factor analysis, cluster analysis, linear regression and non-parametric test of Wilcoxon for data analysis. Of the 16 hypothesis stemmed from the research model proposed, 12 were confirmed. The results showed that the complaint available on the internet, here represented by the available on the site Reclame Aqui, may impact consumer perceptions about brand loyalty, as well as its antecedents, being that these complaints can affect all the consumers, regardless of historical satisfaction with the brand. It also noted the positive relationship between the independent variables trust, image/brand reputation, perceived value, affective commitment and calculative commitment and the dependent variable - loyalty, even when considering the data obtained after exposure to the complaint. However, no unanimous conclusion that the relationship between these variables was strongest in the group with satisfactory experience. At the first moment of the research, the trust was the most important variable for the formation of loyalty. However, after exposure to treatment, the image/brand reputation, was more relevant. Contributions of the study, limitations and recommendations for future researches are approached in the present investigation

Adoção de tecnologias móveis em empresas do Rio Grande do Norte, Pernambuco e Ceará

One of the best examples of the Information and Communication Technology (ICT) evolutions is on the high capability of storing and processing data into smaller devices, creating a new business condition, the mobility . This mobility in a deeper analysis proposes a business remodeling in many different areas (business segmentations), through the Internet anywhere at any time, allowing managers and researchers to think again their actual models that work nowadays in companies and public institutions, modifying the way internal and external clients can be attended. This thesis analyzes issues on mobile business adoption, technological evolutions and the impacts caused by this new reality the access to information anywhere at any time . This research is exploratory and shows a compilation of similar papers and thesis describing how was conducted the survey within 50 companies in the states of Rio Grande do Norte, Pernambuco and Ceará. The statistics analysis showed the different level of mobile technology usage from simple voice communications to wide band data transmission. The analysis pointed that canonic correlation was the most effective type of analysis to describe the relations among all groups of variables showing which of them are relevant, or not, for mobile technology adoption

GATE - Uma abordagem baseada em middleware para aplicações interperceptivas envolvendo múltiplos dispositivos

In this work, we present the GATE, an approach based on middleware for interperceptive applications. Through the services offered by the GATE, we extension we extend the concept of Interperception for integration with several devices, including set-top box, mobile devices (cell phones), among others. Through this extension ensures the implementation of virtual environments in these devices. Thus, users who access the version of the computer environment may interact with those who access the same environment by other devices. This extension is just a part of the services provided by the GATE, that remerges as a new proposal for multi-user virtual environments creation.

Desenvolvimento de um ambiente para projeto de controladores fuzzy para dispositivos móveis

Fuzzy intelligent systems are present in a variety of equipment ranging from household appliances to Fuzzy intelligent systems are present in a variety of equipment ranging from household appliances to small devices such as digital cameras and cell phones being used primarily for dealing with the uncertainties in the modeling of real systems. However, commercial implementations of Fuzzy systems are not general purpose and do not have portability to different hardware platforms. Thinking about these issues this work presents the implementation of an open source development environment that consists of a desktop system capable of generate Graphically a general purpose Fuzzy controller and export these parameters for an embedded system with a Fuzzy controller written in Java Platform Micro Edition To (J2ME), whose modular design makes it portable to any mobile device that supports J2ME. Thus, the proposed development platform is capable of generating all the parameters of a Fuzzy controller and export it in XML file, and the code responsible for the control logic that is embedded in the mobile device is able to read this file and start the controller. All the parameters of a Fuzzy controller are configurable using the desktop system, since the membership functions and rule base, even the universe of discourse of the linguistic terms of output variables. This system generates Fuzzy controllers for the interpolation model of Takagi-Sugeno. As the validation process and testing of the proposed solution the Fuzzy controller was embedded on the mobile device Sun SPOT ® and used to control a plant-level Quanser®, and to compare the Fuzzy controller generated by the system with other types of controllers was implemented and embedded in sun spot a PID controller to control the same level plant of Quanser®

Mobile interact: uma ferramenta de auxílio didático proporcionando interação entre professores e alunos através de celulares

Education is one of the oldest activities practiced by man, but today it is still performed often without creating dialogues and discussions among all those involved, and students are passives agents without interactivity with teachers and the content approached. This work presents a tool used for providing interactivity in educational environments using cell phones, in this way, teachers can use technology to assist in process of education and have a better evaluation of students. The tool developed architecture is shown, exposing features of wireless communication technologies used and how is the connection management using Bluetooth technology, which has a limited number of simultaneous connections. The details of multiple Bluetooth connections and how the system should behave by numerous users are displayed, showing a comparison between different methods of managing connections. Finally, the results obtained with the use of the tool are presented, followed by the analysis of them and a conclusion on the work

Contribuições para verificação automática de applets javacard

The widespread growth in the use of smart cards (by banks, transport services, and cell phones, etc) has brought an important fact that must be addressed: the need of tools that can be used to verify such cards, so to guarantee the correctness of their software. As the vast majority of cards that are being developed nowadays use the JavaCard technology as they software layer, the use of the Java Modeling Language (JML) to specify their programs appear as a natural solution. JML is a formal language tailored to Java. It has been inspired by methodologies from Larch and Eiffel, and has been widely adopted as the de facto language when dealing with specification of any Java related program. Various tools that make use of JML have already been developed, covering a wide range of functionalities, such as run time and static checking. But the tools existent so far for static checking are not fully automated, and, those that are, do not offer an adequate level of soundness and completeness. Our objective is to contribute to a series of techniques, that can be used to accomplish a fully automated and confident verification of JavaCard applets. In this work we present the first steps to this. With the use of a software platform comprised by Krakatoa, Why and haRVey, we developed a set of techniques to reduce the size of the theory necessary to verify the specifications. Such techniques have yielded very good results, with gains of almost 100% in all tested cases, and has proved as a valuable technique to be used, not only in this, but in most real world problems related to automatic verification

Os efeitos das reclamações online na lealdade dos consumidores: um estudo experimental

In an environment of constant change, technological developments, market competition and more informed consumers, the search for a lasting relationship through the conquest of loyalty has become the objective of companies. However, several authors suggest that this loyalty can be affected by negative comments available on the internet. Therefore, this dissertation has as objective to examine if the complaints are available on the internet impact the loyalty to a brand of mobile phone. The research used as the basis the Expanded NCSB model suggest by Johnson et al. (2001), studying five prominent drives of loyalty: image/brand reputation, affective commitment, calculative commitment, perceived value and trust, beyond the satisfaction construct as moderator variable. The research method adopted was the experimental design which included 285 undergraduate students, with the trial which included 285 undergraduate students, with the field study of the mobile industry, specifically, the brands of cell phones. The research approach was quantitative and methods were descriptive statistics, factor analysis, cluster analysis, linear regression and non-parametric test of Wilcoxon for data analysis. Of the 16 hypothesis stemmed from the research model proposed, 12 were confirmed. The results showed that the complaint available on the internet, here represented by the available on the site Reclame Aqui, may impact consumer perceptions about brand loyalty, as well as its antecedents, being that these complaints can affect all the consumers, regardless of historical satisfaction with the brand. It also noted the positive relationship between the independent variables trust, image/brand reputation, perceived value, affective commitment and calculative commitment and the dependent variable - loyalty, even when considering the data obtained after exposure to the complaint. However, no unanimous conclusion that the relationship between these variables was strongest in the group with satisfactory experience. At the first moment of the research, the trust was the most important variable for the formation of loyalty. However, after exposure to treatment, the image/brand reputation, was more relevant. Contributions of the study, limitations and recommendations for future researches are approached in the present investigation