Access to information: assessment of the use of automated interaction technologies in call centers

With the purpose of at lowering costs and reendering the demanded information available to users with no access to the internet, service companies have adopted automated interaction technologies in their call centers, which may or may not meet the expectations of users. Based on different areas of knowledge (man-machine interaction, consumer behavior and use of IT) 13 propositions are raised and a research is carried out in three parts: focus group, field study with users and interviews with experts. Eleven automated service characteristics which support the explanation for user satisfaction are listed, a preferences model is proposed and evidence in favor or against each of the 13 propositions is brought in. With balance scorecard concepts, a managerial assessment model is proposed for the use of automated call center technology. In future works, the propositions may become verifiable hypotheses through conclusive empirical research.

O aroma ambiental e sua relação com as avaliações e intenções do consumidor no varejo

A atmosfera de uma loja é capaz de provocar emoções e comportamentos que estimulam a compra. Entre as suas dimensões, está o aroma ambiental, adicionado artificialmente ao ambiente. Este artigo investiga a relação entre a presença de aroma ambiental no varejo e as avaliações de loja, ambiente de loja e produtos, além das intenções comportamentais relativas ao retorno e ao tempo gasto na loja. A pesquisa teve uma etapa exploratória, exame de publicações em fisiologia, psicologia e comportamento do consumidor, para construção do referencial teórico e formulação das hipóteses, e outra causal, quase experimento, para identificar as relações de causa e efeito na presença de aroma. O estudo foi conduzido em uma butique de frutos do mar, e os instrumentos de coleta de dados, escalas de diferencial semântico, basearam-se em pesquisas similares. As análises incluíram técnicas de estatística descritiva e teste de hipóteses. Os resultados revelaram que a presença de aroma ambiental não aumentou as avaliações nem a intenção de retorno, mas reteve o consumidor por mais tempo na loja.

Valoración de la rsc por el consumidor y medición de su efecto sobre las compras

El principal objetivo de este trabajo es proporcionar una escala de Responsabilidad Social Empresarial válida y fiable desarrollada desde el punto de vista del consumidor. A partir de aquí, se plantea un análisis causal que tiene como finalidad identificar aquellas actuaciones que provocan una respuesta por parte del mercado. Los resultados obtenidos permitirán informar a las empresas sobre las prácticas en materia de Responsabilidad Social Empresarial que tienen un efecto positivo sobre la actitud del consumidor hacia la empresa y su intención futura de compra.

Dependence relationship between the critical quality factors and social impact

This paper shows the results of the empirical study conducted in 186 tourist accommodation businesses in Spain certified under the "Q for Tourist Quality", own System Quality Management. It was raised with the purpose of analyzing the structure of the relationship between critical quality factors and results-social impact, how they operate and the level of their influence on obtaining these results within the company. Starting from a deep theoretical revision we propose a theoretical model together with the hypotheses to be tested, and we proceed to validation using the technique of Structural Equation Models. The results obtained show that companies wishing to improve their social impact should take into account that leadership is the most important factor to achieve it. Leadership indirectly affects the social impact through its influence on alliances and resources, quality policy/planning, personnel management and learning.

A model of destination competitiveness/sustainability: Brazilian perspectives

This paper reviews the understanding I have gained from several years of research, and from several more years of ongoing discussions with industry leaders regarding the nature of competitiveness among tourism destinations. This understanding has been captured, in summary form, in the model of Destination Competitiveness/Sustainability (Ritchie and Crouch, 2003). This model contains seven (7) components which we have found to play a major role, from a policy perspective, in determining the competitiveness/sustainability of a tourism destination. In addition to the valuable understanding which these seven components provide from a policy perspective, the specific elements of each the major components provide a more useful/practical guidance to those who are responsible for the ongoing management of a DMO (Destination Management Organization). With this overview in mind, this paper will provide a detailed review and explanation of the model that I have developed with colleague, Dr. Geoffrey I. Crouch of Latrobe University in Melbourne, Australia. Based on previous presentations throughout the world, it has proven very helpful to both academics and practitioners who seek to understand the complex nature of tourism destination competitiveness/sustainability.

Problema da falta de vagas em creches: matriz de loops e a priorização de causas de problemas complexos

Dez milhões de crianças brasileiras deveriam frequentar creches, mas apenas 21% delas estão regularmente matriculadas. O problema da falta de vagas em creches foi o cenário escolhido para evidenciar a utilidade do artefato proposto: procedimentos para análise de problemas complexos, composto pela aplicação integrada entre mapa causal e matriz de loops, duas técnicas associadas aos estudos de padrões de cognição nas organizações. O artefato proposto foi testado junto a três municípios brasileiros, segundo os preceitos da abordagem design science. Causas e associações intercausais foram identificadas e priorizadas pela técnica de mapa causal e, posteriormente, interdependências entre causas foram analisadas pela técnica matriz de loops, o que alterou a priorização inicial. Evidenciou-se que para problemas complexos é fundamental identificar e analisar os loops entre loops de amplificação de desvio (loops "explosivos"). Outro resultado a destacar é a melhor compreensão de um problema complexo e socialmente relevante.

Estudo descritivo do suicídio no município de São Paulo (Brasil) - 1959 a 1968

Foi feito estudo epidemiológico retrospectivo descritivo de mortalidade por suicídio no município de São Paulo, Brasil, baseado nos dados oficiais. Foram estudadas as tendências de alguns caracteres epidemiológicos dessa causa de morte nos anos de 1959 a 1968: causas exógena, distribuição cronológica, distribuição causal e distribuição por sexo e idade.

Mortality problems in Brazil and in Germany: past-present-future. Learning from each other?

This article was written by a Swiss-German historical demographer after having visited different Brazilian Universities in 1984 as a guest-professor. It aims at promoting a real dialog between developed and developing countries, commencing the discussion with the question: Can we learn from each other? An affirmative answer is given, but not in the superficial manner in which the discussion partners simply want to give each other some "good advice" or in which the one declares his country's own development to be the solely valid standard. Three points are emphasized: 1. Using infant mortality in S. Paulo from 1908 to 1983 as an example, it is shown that Brazil has at its disposal excellent, highly varied research literature that is unjustifiably unknown to us (in Europe) for the most part. Brazil by no means needs our tutoring lessons as regards the causal relationships; rather, we could learn two things from Brazil about this. For one, it becomes clear that our almost exclusively medical-biological view is inappropriate for passing a judgment on the present-day problems in Brazil and that any conclusions so derived are thus only transferable to a limited extent. For another, we need to reinterpret the history of infant mortality in our own countries up to the past few decades in a much more encompassing "Brazilian" sense. 2. A fruitful dialog can only take place if both partners frankly present their problems. For this reason, the article refers with much emprasis to our present problems in dealing with death and dying - problems arising near the end of the demographic and epidemiologic transitions: the superanuation of the population, chronic-incurable illnesses as the main causes of death, the manifold dependencies of more and more elderly and really old people at the end of a long life. Brazil seems to be catching up to us in this and will be confronted with these problems sooner or later. A far-sighted discussion already at this time seems thus to be useful. 3. The article, however, does not want to conclude with the rather depressing state of affairs of problems alternatingly superseding each other. Despite the caution which definitely has a place when prognoses are being made on the basis of extrapolations from historical findings, the foreseeable development especially of the epidemiologic transition in the direction of a rectangular survival curve does nevertheless provide good reason for being rather optimistic towards the future: first in regards to the development in our own countries, but then - assuming that the present similar tendencies of development are stuck to - also in regard to Brazil.

Typhoid fever in children of low and high socieconomic strata: comparison of hygiene habits

The relationship between the hygienic habits of children who had typhoid fever (TF) who had recently begun attending school and their family group, is assessed. It is supposed that children, independently of their SES, acquired TF because of inadequate habits which facilitated the oral-fecal cycle. The sample was formed of 40 child-mother dyads: 20 of low SES (group A) and 20 of high SES (group B), the child of each of which had had TF. Results showed that the hygienic habits of children with respect to the oral-fecal cycle, their perception of school toilet cleanliness as well as the mothers' explanation of their children's hygienic habits is very similar in the two groups. The importance of these results is that the SES is seem to be irrelevant in the case of TF but that the hygienic habits of the children are of importance. Public health policy should be modified to include the teaching of proper hygienic habits (oral-fecal cycle).

Smoking, consumption of alcohol and sedentary life style in population grouping and their relationships with lipemic disorders

The study, part of the project "Atherosclerotic cardiovascular diseases, lipemic disorders, hypertension, obesity and diabetis mellitus in a population of the metropolitan area of the southeastern region of Brazil", had the following objectives: a) the characterization and distribution among typical human socio-economic groupings, of the prevalence of some particular habits which constitute aspects of life-style-the use of tobacco, the use of alcohol and sedentary activity; b) the establishment of the interrelation between the above-mentioned habits and some lipemic disorders. The prevalence of the habits cited behaved in the following manner: the use of tobacco predominated among men, distributed uniformly throughout the social strata; among the women the average percentage of smokers was 18,9%, a significant difference occurring among the highest socio-economic class, where the average was of 40.2%. The sedentary style of life presented high prevalence, among both men and women with exception of the women of the highest socio-economic level and of the skilled working class. The use of alcohol, as one would expect, is a habit basically practised by the men, without any statistically significant differences between classes. For the purpose of establishing associations between these risk fictors and lipemic conditions four situations were chosen, of the following characteristics: 1- total cholesterol > or = 220 mg/dl and triglycerides > or = 150 mg/dl; 2- HDL cholesterol <35 mg/dl for men and <45 mg/dl for women and triglycerides levels > or = 150 mg/dl; 3- HDL cholesterol <35 mg/dl for men and <45 mg/dl for women and triglycerides levels <150 mg/dl; 4- total cholesterol 220 mg/dl with triglycerides levels <150 mg/dl. Six models of multiple (backward) regression were established, with seven independent variables- age, sex, use of tobacco, consumption of alcohol, light physical activity, hypertension and obesity. Significant associations (P<0,05) were revealed with hypercholesterolemia, accompanied by triglyceride levels > or = 150 mg/dl, and the following independent variables: age, use of tobacco and the interactions between obesity and smoking, age and sedentary lifestyle, sex and obesity (R2=22%); the standardized B coefficient showed that the variables with the greatest weight in the forecasting of the variation in the levels of cholesterol were smoking and the interaction between obesity and smoking. The hypercholesterolemia accompanied by triglycerides levels <150 mg/dl showed a positive association between total cholesterol and sex and the interactions obesity/smoking and sex/obesity. As regards HDL cholesterol accompanied by triglyceride/ levels > or = 150 mg/dl was inversely associated with obesity and the interaction smoking/ age and directly with age (R=31%). The standardized B coeffients, indicated that the variables obesity and the interactions smoking/age possessed a weight three times greater than age alone in accounting for the variation in the serum levels of HDL cholesterol. When accompanied by triglycerides <150 mg/dl there was no association between and the independent variables and the set of them presented R equal to 22%. The sum of top, in the population stutied in this project, the component habits of life-style (smoking, alcohol consumption and sedentary activity) which constitute risk factors which determine morbidity from atherosclerotic cardiovascular diseases are be found distributed through all the typical social groupings of this particular form of social organization. On the other hand, the seven independent variables used in the multiple regression models for the explanation of the lipemic conditions considered presented multiple determination coefficients which varied, approximately, between 20% and 30%. Thus it is important that in the genetic epidemiology the study of the morbidities in question be emphasized.

Erythroderma: analysis of 247 cases

The profile of 247 patients with erythroderma during a 23 year period from January, 1962 through March, 1985, with a follow-up period ranging from 1 to 26 years were analysed. The patients presented with diffuse erythema, scaling and pruritus of more than 2 months' duration, and the age ranged from 16 to 60 years. Psoriasis was the most frequent underlying disease with an estimated frequency of 44.9%, the reaction to the use of drugs appeared in 7.3% of total cases and association with reticulosis showed a frequency of 4.1%. The cause of the erythroderma could not be determined in 29.2% of the cases. Sex differences in terms of underlying diseases were not observed. One or more skin biopsies along with the clinical findings were diagnostic or suggestive of the underlying disease in 63.6% of the cases. Repeated skin biopsies are recommended as the best method for etiologic diagnosis of erythroderma. At P=0.05 significance level, masculine/feminine ratio of 2 : 1 was found. The question arises wether causal agent of erythroderma may not be somehow related to different exposure by sex to environmental antigens.

Rise and fall in ischemic heart disease mortality: it may have happened before

The rise in ischemic heart disease(IHD) mortality occurring mostly during the first half of the 20th century is usually associated with economic development and its consequences for people's lifestyles. On the basis of historical evidence, it is postulated that a previous IHD epidemic cycle may have occurred in England and Wales towards the turn of the nineteenth century. The implications of this on causal theories and current etiological research on atherosclerosis are discussed.

The role of discriminant analysis in the refinement of customer satisfaction assessment

OBJECTIVE: To test discriminant analysis as a method of turning the information of a routine customer satisfaction survey (CSS) into a more accurate decision-making tool. METHODS: A 7-question, 10-multiple choice, self-applied questionnaire was used to study a sample of patients seen in two outpatient care units in Valparaíso, Chile, one of primary care (n=100) and the other of secondary care (n=249). Two cutting points were considered in the dependent variable (final satisfaction score): satisfied versus unsatisfied, and very satisfied versus all others. Results were compared with empirical measures (proportion of satisfied individuals, proportion of unsatisfied individuals and size of the median). RESULTS: The response rate was very high, over 97.0% in both units. A new variable, medical attention, was revealed, as explaining satisfaction at the primary care unit. The proportion of the total variability explained by the model was very high (over 99.4%) in both units, when comparing satisfied with unsatisfied customers. In the analysis of very satisfied versus all other customers, significant relationship was identified only in the case of the primary care unit, which explained a small proportion of the variability (41.9%). CONCLUSIONS: Discriminant analysis identified relationships not revealed by the previous analysis. It provided information about the proportion of the variability explained by the model. It identified non-significant relationships suggested by empirical analysis (e.g. the case of the relation very satisfied versus others in the secondary care unit). It measured the contribution of each independent variable to the explanation of the variation of the dependent one.

Fatores determinantes da capacidade funcional entre idosos

OBJETIVO; Investigar a influência de fatores socioeconômicos e demográficos relativos à saúde, bem como os fatores ligados às atividades sociais e à avaliação subjetiva da saúde sobre a capacidade funcional dos idosos. MÉTODOS: Estudo transversal, integrante de estudo multicêntrico, em amostra representativa do município de São Paulo, realizado em 1989. A capacidade funcional foi avaliada através da escala de atividades da vida diária pessoal e instrumental e investigada como variável dicotômica: ausência de dependência - incapacidade/dificuldade em nenhuma das atividades versus presença de dependência moderada/grave - incapacidade/dificuldade em 4 ou mais atividades. Análise de regressão logística múltipla foi aplicada aos fatores hierarquicamente agrupados. RESULTADOS: As características que se associaram com a dependência moderada/grave foram analfabetismo, ser aposentado, ser pensionista, ser dona de casa, não ser proprietário da moradia, ter mais de 65 anos, ter composição familiar multigeracional, ter sido internado nos últimos 6 meses, ser "caso" no rastreamento de saúde mental, não visitar amigos, ter problemas de visão, ter história de derrame, não visitar parentes e ter avaliação pessimista da saúde ao se comparar com seus pares. CONCLUSÕES: As características identificadas que se associaram à dependência moderada/grave sugerem uma complexa rede causal do declínio da capacidade funcional. Pode-se supor, entretanto, que ações preventivas especificamente voltadas para certos fatores podem propiciar benefícios para o prolongamento do bem estar da população idosa.

Relação entre satisfação com aspectos psicossociais e saúde dos trabalhadores

OBJETIVO: Identificar se satisfação com aspectos psicossociais no trabalho está associada à saúde dos trabalhadores e verificar se essas associações são influenciadas por características sociodemográficas. MÉTODOS: Estudo transversal realizado com 224 empregados de uma empresa de auto-gestão de planos de previdência privada e de saúde na cidade de São Paulo. Foram administrados quatro questionários auto-aplicados referentes a aspectos sociodemográficos, satisfação no trabalho e saúde (física, mental e capacidade para o trabalho. As associações entre variáveis foram analisadas por meio dos testes t-Student, Mann-Whitney, Kruskal-Wallis, coeficiente de correlação de Spearman e da análise de regressão linear múltipla. RESULTADOS: Satisfação no trabalho apareceu associada ao tempo na empresa (p<0,001) e cargo (p=0,003), onde maiores níveis de satisfação foram observados entre os trabalhadores com menor tempo na empresa e aqueles com cargos de direção. A satisfação no trabalho esteve associada às dimensões da saúde mental e à capacidade para o trabalho (vitalidade: p<0,001; aspectos sociais: p=0,055; aspecto emocional: p=0,074; saúde mental: p<0,001 e capacidade para o trabalho: p=0,001). CONCLUSÕES: Satisfação no trabalho está associada à saúde dos trabalhadores nos seus aspectos "saúde mental" e "capacidade para o trabalho", mostrando a importância dos fatores psicossociais em relação à saúde e bem-estar dos trabalhadores. Sugerem-se diretrizes para mudanças na organização e concepção do trabalho, direcionadas aos aspectos psicossociais. São recomendados estudos longitudinais para investigar a direção causal das associações encontradas.