Fatores da satisfação e fidelidade do cliente: um estudo no varejo de supermercado

This thesis deals with the factors affecting customer satisfaction and loyalty in the supermarket sector. It is adapted a model proposed by Johnson et al. (2001) and included the brand construct as a loyalty of construct antecedent. It is conducted a survey with a sample of 290 customers of a supermarket in Natal city, Brazil, and descriptive and multiple regression statistical analysis. The main findings are that the proposed model is confirmed with quality being the main factor affecting satisfaction, but also in this case the place marketing construct playing a key role on satisfaction. The loyalty model is also supported by this research with the brand construct appearing important for a segment of the customers. This study support the conclusion that customer satisfaction is not the sole or main factor to explain loyalty

Essa marca de suor numa canção: o processo de redução estrutural na poesia de Zila Mamede

Die Beziehung zwischen Literatur und Gesellschaft wurden, im Laufe der Jahrhunderte, aus unterschiedlichen Perspektiven analysiert. Die Wissenschaftler analysieren manchmal die Aspekten der sozialen Realität, sie betonen manchmal die Natur der literarischen Werk. Wir glauben, dass Antonio Candido einen Gleichgewichtszustand erreicht, als er das Konzept der strukturellen Reduktion oder Formalisierung entwickelt. Nämlich, der Prozess, bei dem die menschliche und soziale Leben zu einem Bestandteil der literarischen Struktur wird. Der Autor tritt eine Einbahnstraße und er kann Daten aus der sozialen Ordnung aufholen, ohne dabei die Materialität des Textes den Augen verlieren. Und das sind die theoretische Annahmen, die die Entwicklung dieser Arbeit leiten. Wir wollen zu zeigen, dass die Struktur der mamediana Lyrik aufdeckt, signifikante Daten der Gesellschaft, in der der Autore eingefügt wurde enthüllt. Folglich, wir analysieren soziale Thema, das sein Werk durchzieht. Zuerst, wir untersuchen, wie Zila Mamede den Alltag der Gesellschaft vertreten. Von der strukturellen Organisation der Gedichte, wir erkennen, das die Episode aus kleiner Städte ein Akt des Widerstands gegen die fragmentierte Profil der kapitalistischen Gesellschaf sind. Das ist, warum sie doch eng mit der Idee der Tradition erscheinen. Die dichotome Beziehung zwischen den regionalen Daten und der Element der Modernisierung etabliert, sie wird durch die Organisation des Raumes verstärkt. Während die Stadt bei konkrete gesellschaftliche Ordnung Spitzenbeträge verweist, hat die Landschaft eine harmonische und warme Form. Allgemeinen, die moderne Stadt von Zila Mamede geformt, ist eine Abbild der Industriegesellschaft. Die Bilder die Landschaft sind ein Gegenmittel gegen die Feindseligkeiten Merkmale der neuen urbanen Zustand. So, die Landschaft hat die Funktion von Umstrukturierung der Persönlichkeit des Einzelnen durch die Erfahrung der großen Städte betroffen verdinglichenden. Der Konflikt, der durch das lyrische mamediana läuft, sind Reflexionen des Prozesses der Modernisierung der Stadt Natal, ihres eigenen Landes die politische Instabilität, sie durch verschiedene staatliche Programme ging, während Der Autor seine literarische Tätigkeit verfolgt

Análise da gestão da cadeia de suprimentos de um supermercado varejista através da utilização do modelo SCOR

In the last decade the complexity of the environment in which organizations are embedded increased dramatically, having on one side the increasingly demanding consumers in regard to the quality and value of the product and the other companies with the need to reduce operating costs in order to achieve greater profitability, without this there is a downturn in growth or market share powers. In this context the necessity of effectively structuring actions relating to the line with the operational work processes so that business objectives are achieved organizational strategic planning, ensuring the competitiveness of the organization. This study aims to analyze how you have made the management of the supply chain in a grocery retailer in the light of guidelines of Supply Chain Management by using the SCOR model. For realization of this study a survey was needed, classified according to their goals, exploratory and descriptive as to its procedure, document, field and case study. Thus, the processing of data will be qualitative merit, using the thematic categorical analysis of Bardin (1977). Thus, to obtain data interviews together the operational and strategic management of a company that was named Supermarket Omega were performed. After analyzing the information obtained is perceived that there is an effort of the organization enhance its management of the supply chain. However, there is a lack of alignment between the various areas that compose it. About their work processes, we stress that the focus of the company is still very directed on sailing than profitability, although it is undergoing a transformation in its organizational culture However, records the existence of many improvement projects in developing. Thus, it can be noticed that there is some consistency between the assumptions of the SCOR model and applied within the supply chain Omega Supermarket, although a greater effort to better align with the model still needs to be studied

Natureza de mulher, nome de mãe, marca de negra: identidades em trânsito e políticas do corpo na comunidade quilombola de Boa Vista dos Negros

Las políticas de salud destinadas a las mulheres de la comunidad quilombola de Boa Vista son, de manera general, las mismas políticas destinadas al resto de las mujeres de la región rural del Seridó norterriograndense y también las que se corresponden con regiones marginales del Brasil entero. Aquí, el cuerpo femenino es concebido bajo parámetros universalizantes que lo toman como una entidad homogénea y comparable con otros cuerpos femeninos a partir de su traducción en índices, tasas y estadísticas. En este sentido, decimos que son cuerpos desnudos, cuya intervención no considera los rasgos exteriores, aquellos llamados de culturales, como marcadores de identidad. Por otro lado, la noción de Salud de la Mujer Negra propuesta por recientes políticas de Estado a nivel nacional, se muestra inexistente en la comunidad. El cuerpo que se se exalta hoy a partir de los parámetros de reivindicación étnica es un cuerpo negro, pero también bello, jovem e sobre todo, fuerte; donde la noción de salud no penetra. De esta forma, las dos políticas conciben sujetos sociales diferentes. Sin embargo, existe otro espacio, que es el espacio de las prácticas vernáculas, en el que las mujeres experimentan la articulación entre feminilidad y negritud, pero a partir de otros parámetros local e históricamente delineados. Aquí, tanto las trayectorias de las mujeres como las redes de parentesco y cuidado locales se muestran especialmente significativas, ayudando a comprender las concepciones particulares sobre el cuerpo que imaginan y practican las mujeres de esta comunidad, y revelando la importancia de la maternidad como principio ordenador de identidades sociales. Para eso, hemos realizado un trabajo de observación participante, una serie de 30 entrevista com mujeres de Boa Vista y un estudio de las redes de parentesco organizadas alrededor del término mãe. Con esto, demostramos que existe un espacio cargado de significados sobre el cuerpo femenino y la feminilidad que es construido a partir de una interpretación local de la triple condición de mulher, de mãe y de negra

Ideologia da casa própria... sem casa própria: o Programa de Arrendamento Residencial na cidade de João Pessoa-PB

Brazilian Housing policy has always promoted homeownership. In 1999, a new form of housing promotion was set up in the country with the PAR (Programa de Arrendamento Residencial, or residential rental programme). This is a sort of leasing, in which a right to buy is granted at the end of contract. Again, with this, the final objective is homeownership. This dissertation aims at further understanding the role of PAR in the wake of the country s housing policies of the post-BNH period, analysing the case of João Pessoa, capital city of Paraíba state. By focusing in the city, it has been possible to analyse also the impact of the programme in the dynamics of the city s urban development. Accordingly, the analysis of PAR seeks to understand the programme s operational aspects as well as its location, urban and architectural aspects. The operational aspects refer to how the programme is operated, considering the differences to the other housing programmes in the country. The urban and architectural aspects refer to location, typology and construction characteristics of housing estates produced under the scheme. This study gives a general view of the country s recent housing policy and programmes and the specific characteristics of PAR, observing also its impacts in the city development

Direção espiritual na TV canção nova: análise do discurso do Padre Fábio de Melo

The aim of the research is to analyze Direção Espiritual a TV program produced by Catholic Church and presented by Canção Nova Channel. The program is presented by Father Fábio de Melo, a catholic priest that also is a famous religious singer and writer. The analyses included not only some TV programs, but also interviews with some of the viewers and Fabio de Melo himself. The results points out the emergence in Brazil of a new religious speech from Catholic Church founded in comprehension path, dissociated from punishment and guilty. This religious speech is more like a self help speech rather than a tradicional religious discourse itself, very similar to psychotherapeutic speech. The TV program presented by Fabio de Melo is guided in tiny line of sacre and profane which announces contradictions but also a new blend of religious approach in contemporary days

A casa própria: sonho ou realidade? : um olhar sobre os conjuntos habitacionais em Natal

This dissertation is about housing provision under a capitalist system. It aims at analyzing the economic relevance of the Brazilian housing policy, in particular, looking at the housing estates built in Natal city. It also draws on a data-base about living and housing conditions in Natal, produced in the wake of a more comprehensive research of the 50 largest housing estates in the city. Theoretically, the dissertation discusses: the symbolic dimension of housing; housing as a commodity; the alleged social and economic stability of homeownership; and the urban dynamic of housing estates. It also discusses the historic and conceptual references of the Brazilian housing policy and its consequences to Natal city. From the 1960s, polilcy under the BNH privileged the production of large housing estates. Although this was more closely related to economic rather than social objectives, this policy helped expand the urban limits. This was the case for Natal. At the end, this policy was not targeted towards the poorest in society but towards those low income house buyers who could afford to pay for the mortgages on offer

O conceito de liberdade em o ser e o nada de Jean-Paul Sartre

This dissertation aims to address the concept of freedom from the perspective of the French philosopher Jean-Paul Sartre with reference to the main work Being and Nothingness. After presenting the concept of freedom we will try to show that it is related to the notion of responsibility, which will lead, ultimately, to define the Sartrean philosophy as a philosophy of action. In the first chapter we will present in passing the phenomenology of Edmund Husserl, philosopher from which Sartre will develop his concept of freedom. The Husserlian notion of consciousness (intentionality) is the way to develop his analysis of Sartre phenomenon of being. From this analysis Sartre submits their concepts of being in-itself and being for-itself. Being initself is defined as the things of the world devoid of consciousness, are the things that surround us. The In-itself has as its main brand positivity: it is what it is, is all that can be said about him. In turn being For-itself is the very being of man, which differs radically from the In-itself. The For-itself has as its main intentionality, ie, its ability to project outside itself in existence. That's when Sartre shows that this type of being realizes its existence on the basis of a constant nihilation. Here comes the notion of anything. Among the relations of the For-itself with the surrounding world stands a very special: relationship between consciousnesses. It is when we discuss the issue of another. Intersubjectivity, through sartrean analysis of look, show that the For-itself assumes a new existential dimension: the being-for others. That's when Sartre will emphasize his notion of conflict. The conflict in intersubjectivity would come from the fact that you want to take another- For-itself as an object. Given this we will analyze what Sartre called the concrete relations with others. The philosopher submit such relations in the form of ducts and conduits assimilation of ownership. In the first my-self to try to "get lost" in the consciousness of another, ownership of my conduct in-itself tries to "take ownership" of the subjectivity of the other and try to treat others as things, as objects. In this sense Sartre examines the experiences of love, masochism, indifference, desire and sadism. Following this route we will enter the land of freedom itself, which is the major theme of our work. Since Sartre defines the For-itself as a being that is projected to create your way of being, it can only define it as freedom. The freedom of the For-itself is taken in terms of autonomy of choice. Once the For-itself has no way of being a thing as being in-itself, it just may be picking up, that is, making your being. Here Sartre speaks of the anguish that would be the symptom of freedom itself. The fact that the For-itself have to choose on whether the call as one being distressed. However, in most cases the For-itself tries to escape from the anguish of freedom and takes refuge in bad faith. After setting the man (For-itself) as freedom Sartre defends that he is totally responsible for what he does of himself. Once the philosopher holds that man is not predetermined, ie, does not have an a priori essence, his philosophy has as its basic assumption the action. If Sartre argues that the For-itself must constantly choose your way of being, the action is the basis on which man will exercise his own freedom. In this sense we conclude the work with an approach to work Existentialism is a Humanism, which represent the entry of the philosopher on the practical aspects of life

Trabalhadores por conta própria: O trabalho dos vendedores ambulantes da passarela do Natal shopping e do Via Direta

This study aid to understand the work conditions of street vendors located on the sidewalks of two malls in Brazil Northeast Natal / RN - Both malls Natal Shopping and Via Direta, to analyze their inclusion in the informal economy and to study the supposed autonomy provided by work as self-employment in its both aspects economic and social analyzing the importance on the condition of "masters of their own business" has for the street vendors, as an alternative to not submission to the figure of the boss, that represents the exploitation of one class over another. The theoretical and methodological aspects that support this study was aimed in discussion on the restructuring of production, considering its effects on the world of work, pointing to unemployment as one of the potencies element of excluded processes that exciting workers to engage in the informal market. Informality is presented as a survival strategy and as integrating part of the reproduction of capital. This research was conducted under a critical perspective, whish has been utilized quantitative and qualitative analyses. The results of this study format questions that provided during the research process the socio-economic characterization of workers, main cause of this study, and how street vendors expres their status of workers as self-employed for their work, and the perception that they have on their form of inclusion in the informal market.

Análise da gestão da cadeia de suprimentos de um supermercado varejista através da utilização do modelo SCOR

In the last decade the complexity of the environment in which organizations are embedded increased dramatically, having on one side the increasingly demanding consumers in regard to the quality and value of the product and the other companies with the need to reduce operating costs in order to achieve greater profitability, without this there is a downturn in growth or market share powers. In this context the necessity of effectively structuring actions relating to the line with the operational work processes so that business objectives are achieved organizational strategic planning, ensuring the competitiveness of the organization. This study aims to analyze how you have made the management of the supply chain in a grocery retailer in the light of guidelines of Supply Chain Management by using the SCOR model. For realization of this study a survey was needed, classified according to their goals, exploratory and descriptive as to its procedure, document, field and case study. Thus, the processing of data will be qualitative merit, using the thematic categorical analysis of Bardin (1977). Thus, to obtain data interviews together the operational and strategic management of a company that was named Supermarket Omega were performed. After analyzing the information obtained is perceived that there is an effort of the organization enhance its management of the supply chain. However, there is a lack of alignment between the various areas that compose it. About their work processes, we stress that the focus of the company is still very directed on sailing than profitability, although it is undergoing a transformation in its organizational culture However, records the existence of many improvement projects in developing. Thus, it can be noticed that there is some consistency between the assumptions of the SCOR model and applied within the supply chain Omega Supermarket, although a greater effort to better align with the model still needs to be studied

Natureza de mulher, nome de mãe, marca de negra: identidades em trânsito e políticas do corpo na comunidade quilombola de Boa Vista dos Negros

Las políticas de salud destinadas a las mulheres de la comunidad quilombola de Boa Vista son, de manera general, las mismas políticas destinadas al resto de las mujeres de la región rural del Seridó norterriograndense y también las que se corresponden con regiones marginales del Brasil entero. Aquí, el cuerpo femenino es concebido bajo parámetros universalizantes que lo toman como una entidad homogénea y comparable con otros cuerpos femeninos a partir de su traducción en índices, tasas y estadísticas. En este sentido, decimos que son cuerpos desnudos, cuya intervención no considera los rasgos exteriores, aquellos llamados de culturales, como marcadores de identidad. Por otro lado, la noción de Salud de la Mujer Negra propuesta por recientes políticas de Estado a nivel nacional, se muestra inexistente en la comunidad. El cuerpo que se se exalta hoy a partir de los parámetros de reivindicación étnica es un cuerpo negro, pero también bello, jovem e sobre todo, fuerte; donde la noción de salud no penetra. De esta forma, las dos políticas conciben sujetos sociales diferentes. Sin embargo, existe otro espacio, que es el espacio de las prácticas vernáculas, en el que las mujeres experimentan la articulación entre feminilidad y negritud, pero a partir de otros parámetros local e históricamente delineados. Aquí, tanto las trayectorias de las mujeres como las redes de parentesco y cuidado locales se muestran especialmente significativas, ayudando a comprender las concepciones particulares sobre el cuerpo que imaginan y practican las mujeres de esta comunidad, y revelando la importancia de la maternidad como principio ordenador de identidades sociales. Para eso, hemos realizado un trabajo de observación participante, una serie de 30 entrevista com mujeres de Boa Vista y un estudio de las redes de parentesco organizadas alrededor del término mãe. Con esto, demostramos que existe un espacio cargado de significados sobre el cuerpo femenino y la feminilidad que es construido a partir de una interpretación local de la triple condición de mulher, de mãe y de negra

Ideologia da casa própria... sem casa própria: o Programa de Arrendamento Residencial na cidade de João Pessoa-PB

Brazilian Housing policy has always promoted homeownership. In 1999, a new form of housing promotion was set up in the country with the PAR (Programa de Arrendamento Residencial, or residential rental programme). This is a sort of leasing, in which a right to buy is granted at the end of contract. Again, with this, the final objective is homeownership. This dissertation aims at further understanding the role of PAR in the wake of the country s housing policies of the post-BNH period, analysing the case of João Pessoa, capital city of Paraíba state. By focusing in the city, it has been possible to analyse also the impact of the programme in the dynamics of the city s urban development. Accordingly, the analysis of PAR seeks to understand the programme s operational aspects as well as its location, urban and architectural aspects. The operational aspects refer to how the programme is operated, considering the differences to the other housing programmes in the country. The urban and architectural aspects refer to location, typology and construction characteristics of housing estates produced under the scheme. This study gives a general view of the country s recent housing policy and programmes and the specific characteristics of PAR, observing also its impacts in the city development