Do tratamento das reclamações à gestão da insatisfação: o comportamento de empresas hoteleiras mediante a insatisfação de seus clientes

Consumer dissatisfaction, when properly handled, is a significant information source for the manager. Studies in this area allow broadening the understanding of certain customer attitudes and behaviors, such as loyalty, repurchase intention or satisfaction and trust increase. Above and beyond supporting consumer feedback, dissatisfaction can provide significant opportunities for organizational learning. Starting from dissatisfied customer information, companies can detect service flaws and develop new products. This work presents the results of an investigation on the behavior of businesses belonging to the hotel sector in Natal, RN, through the dissatisfaction of their customers. We have sought to map the main problems presented by customers to hotels, in the perception of managers and employees, as well as to understand both the process of dissatisfactionrelated data collection, analysis, and processing, and the utilization of such information by businesses. Beyond this, we have compared the habits of organizations to the company reaction approaches described in the literature: Complaint Handling, Complaint Management, and Dissatisfaction Management. The used methodology has been based on case study. Data was collected via indepth interviews with managers and employees in six hotels, two independent ones and four belonging to national and international hotel networks. We have also made use of documents provided by the organizations, such as guest complaint registers and reports from satisfaction surveys on which content analysis was subsequently performed. The results of the investigation point to a high level of awareness in the companies concerning the importance of consumer dissatisfaction. Even though the maximum grade in the procedure scale is not achieved, it has been observed that answer to dissatisfaction is given in planned and systematic form, geared towards consumer satisfaction and improvement of products and processes. Hotel businesses still have to look into other possibilities for mapping consumer dissatisfaction, which implies, among other aspects, articulation with a range of public and private organizations in such a way as to guarantee sustainability of touristic activities in the long term

O idoso e as ações sociais em prol desse grupo etário: um estudo sobre a qualidade de vida na Terceira Idade e o Projeto Saúde e Cidadania na Melhor Idade

The present study regards an applied qualitative social research (descriptive) which approaches the matter between old age and Brazilian social actions performed in social projects, aiming a qualified life and citizenship for this group of age. The objective of the study is to evaluate the contribution of Project Health and Citizenship in Old Age regarding social actions from the government directed to old age individual treatment for life quality improvement. The theoretical fundamentals of this work is, in a first moment, about old age and certain existing theories about aging process, as well as the differences and perspectives that come up throughout this process. In a second moment, some reflections are developed about the relation between life quality and leisure regarding old age, with the conception and historical rescue about these questions, as well as the evidence of leisure as an instrument of well-being feasibility and a better life quality in old age. Then the study contextualizes Brazilian government treatment to old age individuals, cutting off the Constitution of Republic from 1988 and some social attitudes taken by the government in a try to reach this specific group. Finally, the study presents the Project Health and Citizenship in Old Age , as a social program which belongs to extension activities from Federal Center of Technological Education of Rio Grande do Norte (CEFET-RN), which aims old age treatment and their citizenship and life quality. After the application of a semi-structured interview using the technique of Analysis of content for the Analysis and Discussion of Results, it is possible to conclude that the Project Health and Citizenship in Old Age fulfils its objective regarding contribution, through offered leisure activities, for old age well-being and life quality improvement. Hence, on this regard, it is possible to observe the importance and value of government actions, social projects and programs assisting old age individuals, for they are able to provide this group the opportunity to live out activities that allow their citizenship and socialization, regarding well-being and life quality improvement.

Política pública para o idoso : um estudo da cidadania no Grupo Cabelos de Neve do Programa Conviver em Campina Grande-PB

The main objective of the study about the citizenship development in elderly attended by the Conviver Program of the City Hall of Campina Grande in Paraiba, Brazil was to evaluate how the actions of the Program contribute for the citizenship practice according to the users. The Citizenship analyzed is the existence of political, civil and social rights according to Marshall. For that it was utilized a descriptive research and a study of case based on technical procedure. The research was settled by the people who are benefited by the Conviver Program of the Snow Hair Group and the sample was formed by the active participants that it is in the Group for over ten years, corresponding to a total of ten elderly. For the data collection was utilized basic questionnaire in function of the low schooling of the interviewed, according to Marshall (2002) theory about the citizenship construction from each person. It was utilized the methodological procedure proposed by Bardin (2006), categorical analysis, in the qualitative data analysis, that was divided in four parts. In relation to Political Rights, noted that the program has stimulated your Watched on the exercise of voting and being voted. On the Civil Rights was observed that the Program has given incentive to actions which provide the users the justice rights in and in occupational activities as a job. In relation to Social Rights it was observed that the Conviver Program has contributed in order that its users can lead their lives according to the standards imposed by the society, which have being failed in the education area. As for the type of citizenship it was verified that the Program has given incentive to the served users, becoming more evidence on the speech basis

Responsabilidade social empresarial: uma avaliação do projeto "Escola de Informática e Cidadania" da Mineradora "Y" situada no Estado do Pará

The subject Responsibility Enterprise Social (RSE) is relatively recent in the half national academic and the world of the management businesses as practical. For the lack of socialization of experiences and clarity of concepts, shunting lines in the agreement of the subject and the conduction of the interventions occur. It was looked to inquire, in this research, the development of the project of Social Responsibility Enterprise ―School of Computer science and Citizenship‖ of a situated company in the State of Pará, objectifying to evaluate it and later to understand it. For this, one searched to describe the characteristics and structure of the School, to identify to the lines and lines of direction adopted for this Project and to identify to the influence and results of the same in the life of pupils, professors and egresses of the School. It is characterized for a study of case with qualitative boarding of descriptive character, carried through interviews structuralized in a sample of 21 divided members of the School between professors, pupils and egresses. It was used of the analysis of categorical content, having as axle for the interpretation of the data the Social Responsibility, the Digital Inclusion and the Education. The gotten results inform that the infrastructure has challenges to face, point disparities between the conception and practical of the categories characterized in the Politician-Pedagogical Project of the EIC and the influence that, exactly under limits, the life of the professors, pupils reaches and egress. One evidenced that Social action for damages of this company when come back toward this project, they had not been evidenced. For this prism, these actions had only remained in the assistencialist speech and not structural, being thus, the company is not fulfilling its paper of transforming element of the reality of its clientele and the population that lives in it s around

Comportamento do consumidor: um estudo do mercado imobiliário em condomínios verticais fechados na região metropolitana de Natal

The research in question looked for to establish the relation between the motivation (of the proprietor of apartment) to change itself of another one apartment, in closed vertical condominium (residential mobility) in the period of the recognition of the necessity, and the satisfaction with the apartment after consume. The universe or the population chosen for the development of the study was of proprietors of apartment in vertical condominiums located in the region metropolitan of Natal. The analysis of data was made using the techniques of linear regression and logistic regression between variables. The linear regression found relations between the motivations for housing change and the satisfaction in after consume with some attributes of the apartment. The logistic regression showed that relations between the motivations for change and the general satisfaction to the apartment exist as a whole, in the period after consumes. With regard to the motivation to change itself of a apartment for another one, some reasons shown more motivation them the others. The research found different degrees of satisfaction with certain characteristics of the apartment and degrees of no satisfaction with others. Finally the results of the research had contributed for the reply of the problem that guided the present study, therefore had obtained in such a way to find how much logistic not linear relations between the two periods purchase (recognition of the necessity and evaluation after consume) and had elucidated the process that goes since the choice the product until the satisfaction of the necessities

Empenhamento organizacional dos enfermeiros num hospital de Portugal: análise do impacto da reestruturação organizacional

A reestruturação organizacional tem, muitas vezes, impacto no comportamento dos colaboradores. O estudo é, sobretudo, de natureza exploratória, com abordagem predominantemente quantitativa, descritiva e correlacional, tendo como objetivos avaliar o impacto do processo de reestruturação nos níveis de mpenhamento organizacional dos enfermeiros; avaliar se existe diferença entre esses níveis antes e após o processo de reestruturação; fornecer algumas recomendações e / ou sugestões, com o intuito de reforçar o empenhamento organizacional. O instrumento de coleta de dados utilizado foi o questionário, aplicado em 2011. A amostra é constituída por 158 enfermeiros que vivenciaram o processo de eestruturação organizacional e, assim, emitem opinião sobre alterações nas relações com a instituição. A informação fornecida sobre as mudanças no hospital e sobre o modo como essas mudanças poderiam afetar foi considerada insuficiente por uma percentagem considerável dos participantes. É notória a diminuição das relações afetivas e normativas dos enfermeiros com a organização

As organizações culturais no espaço público. Contributos da comunicação organizacional

Este artigo visa promover uma reflexão crítica sobre a centralidade das políticas culturais esclarecidas no desenvolvimento das cidades. Problematizando o tipo de relações que as organizações culturais promovem com os seus públicos é possível construir, nomeadamente com a comunidade local, vínculos duradouros e exigentes porque construídos espacial e discursivamente. Incentivando práticas dialógicas, enriquece-se a capacidade de escolha, reforçando o território e a cidadania.

Música na multideficiência: impacto na qualidade de vida e no comportamento pessoal e social de uma comunidade em particular

A presente investigação reflete um estudo que investiga o impacto da música na melhoria da qualidade de vida de uma população de adultos com deficiência mental e/ou sensorial e/ou motora, ao nível dos comportamentos individuais e sociais, e das capacidades de comunicação e expressão interpessoal. Com ele, tenciona-se trilhar um caminho na aceitação e valorização de cada indivíduo enquanto ser individual e social, encarando os seus aspetos singulares, biológicos e sociais como oportunidades de exploração de capacidades e particularidades, e investigando a concretização destes ideais através da música. Neste sentido, durante o ano letivo de 2014/2015, conduziu-se uma intervenção prática semanal junto de uma comunidade com multideficiência que frequenta um Centro de Atividades Ocupacionais de uma Instituição Particular de Solidariedade Social do concelho de Ílhavo. Após terem sido delineados objetivos específicos para o grupo e objetivos individuais para cada um dos elementos da amostra, realizaram-se dois períodos de experimentação, entre os quais se procedeu à aferição de ferramentas. Os resultados das sessões implementadas foram avaliados através de uma escala de avaliação e de questionários. Provou-se que todos os objetivos foram concretizados e concluiu-se que a música pode proporcionar melhorias significativas na qualidade de vida de uma população com deficiência ou incapacidade. A proposta não é de inclusão, mas sim de não exclusão, sendo o projeto musical um agente dinamizador e consciencializador de princípios éticos de uma cidadania mais participativa.

Do tratamento das reclamações à gestão da insatisfação: o comportamento de empresas hoteleiras mediante a insatisfação de seus clientes

Consumer dissatisfaction, when properly handled, is a significant information source for the manager. Studies in this area allow broadening the understanding of certain customer attitudes and behaviors, such as loyalty, repurchase intention or satisfaction and trust increase. Above and beyond supporting consumer feedback, dissatisfaction can provide significant opportunities for organizational learning. Starting from dissatisfied customer information, companies can detect service flaws and develop new products. This work presents the results of an investigation on the behavior of businesses belonging to the hotel sector in Natal, RN, through the dissatisfaction of their customers. We have sought to map the main problems presented by customers to hotels, in the perception of managers and employees, as well as to understand both the process of dissatisfactionrelated data collection, analysis, and processing, and the utilization of such information by businesses. Beyond this, we have compared the habits of organizations to the company reaction approaches described in the literature: Complaint Handling, Complaint Management, and Dissatisfaction Management. The used methodology has been based on case study. Data was collected via indepth interviews with managers and employees in six hotels, two independent ones and four belonging to national and international hotel networks. We have also made use of documents provided by the organizations, such as guest complaint registers and reports from satisfaction surveys on which content analysis was subsequently performed. The results of the investigation point to a high level of awareness in the companies concerning the importance of consumer dissatisfaction. Even though the maximum grade in the procedure scale is not achieved, it has been observed that answer to dissatisfaction is given in planned and systematic form, geared towards consumer satisfaction and improvement of products and processes. Hotel businesses still have to look into other possibilities for mapping consumer dissatisfaction, which implies, among other aspects, articulation with a range of public and private organizations in such a way as to guarantee sustainability of touristic activities in the long term

Inércia organizacional

Ultimamente muitas investigações têm sido levadas a cabo em diferentes áreas das Ciências Sociais e Humanas, nas quais o fenómeno de inércia, suas causas e resultados têm sido estudados, a saber: na Filosofia (Ética e Praxeologia), na Psicologia ou na Teoria Organizacional. Todavia, parece que a literatura científica das Ciências Sociais, maioritariamente baseada em estudos empíricos, nos quais a inércia é uma das variáveis independentes, carece de reflexão teórica. O problema de inércia organizacional é analisado no presente artigo como um caso específico da inércia do comportamento humano. Este artigo aborda apenas algumas questões relacionadas com a inércia do comportamento humano: o problema da aplicação directa do princípio mecânico para a área psicossocial, algumas concepções deste fenómeno nas Ciências Sociais com especial enfoque na Teoria organizacional, bem como a avaliação deste fenómeno. Por estas razões, o texto concentra- se nos aspectos conceptuais do fenómeno, levantando mais questões do que dando respostas. Tem um carácter introdutório a futuras investigações.

O idoso e as ações sociais em prol desse grupo etário: um estudo sobre a qualidade de vida na Terceira Idade e o Projeto Saúde e Cidadania na Melhor Idade

The present study regards an applied qualitative social research (descriptive) which approaches the matter between old age and Brazilian social actions performed in social projects, aiming a qualified life and citizenship for this group of age. The objective of the study is to evaluate the contribution of Project Health and Citizenship in Old Age regarding social actions from the government directed to old age individual treatment for life quality improvement. The theoretical fundamentals of this work is, in a first moment, about old age and certain existing theories about aging process, as well as the differences and perspectives that come up throughout this process. In a second moment, some reflections are developed about the relation between life quality and leisure regarding old age, with the conception and historical rescue about these questions, as well as the evidence of leisure as an instrument of well-being feasibility and a better life quality in old age. Then the study contextualizes Brazilian government treatment to old age individuals, cutting off the Constitution of Republic from 1988 and some social attitudes taken by the government in a try to reach this specific group. Finally, the study presents the Project Health and Citizenship in Old Age , as a social program which belongs to extension activities from Federal Center of Technological Education of Rio Grande do Norte (CEFET-RN), which aims old age treatment and their citizenship and life quality. After the application of a semi-structured interview using the technique of Analysis of content for the Analysis and Discussion of Results, it is possible to conclude that the Project Health and Citizenship in Old Age fulfils its objective regarding contribution, through offered leisure activities, for old age well-being and life quality improvement. Hence, on this regard, it is possible to observe the importance and value of government actions, social projects and programs assisting old age individuals, for they are able to provide this group the opportunity to live out activities that allow their citizenship and socialization, regarding well-being and life quality improvement.

Análise comparativa das metodologias de remuneração adotadas pelas empresas no Brasil e sua influência na mudança organizacional

Este trabalho foi realizado partindo do pressuposto que os salários e benefícios praticados nas organizações podem influenciar significativamente o desempenho e/ou os resultados empresariais até então apresentados pelas empresas; o que é de extrema importância para empresas que vivenciam um momento de mudança organizacional. Neste contexto, esta pesquisa teve como objetivo principal revisar as metodologias de remuneração de pessoal e, realizar uma análise comparativa das práticas adotadas pelas empresas no Brasil e da sua influência na mudança organizacional. Esta pesquisa teórica e prática foi implementada através da revisão bibliográfica e da pesquisa de campo. Devido ao nível de complexidade do tema em questão foi utilizada a pesquisa exploratória, para melhor verificar como a remuneração influencia no processo de mudança organizacional. Com base em quatro (4) estudos de caso que foram desenvolvidos a partir de uma análise de conteúdo documental e da análise de questionários, observou-se que a remuneração variável é bastante utilizada como complemento do salário base. O resultado deste trabalho leva-nos a conclusão de que as metodologias de remuneração praticadas pelas empresas analisadas neste estudo foram capazes de influenciar positivamente seus resultados, auxiliando a implementação da mudança organizacional.

Introdução ao Número Especial: Mudança Organizacional

O tema deste número de COeG é a Mudança Organizacional. Mas este número encerra também mudança de forma, com uma nova secção destinada a divulgar artigos de opinião. Ao nível dos conteúdos, os artigos que compõem este número especial abordam um assunto actual e importante: a mudança nas e das organizações. Tornou-se já um lugar comum afirmar que a mudança é a única constante da vida nas e das instituições e da sociedade, pelo que não causa estranheza o interesse que este tema tem vindo a suscitar por parte de académicos e gestores. As dinâmicas individuais e organizacionais para responder às, ou mesmo despoletar as, mudanças no seu meio envolvente são o principal objecto de análise neste número especial da revista Comportamento Organizacional e Gestão.

Empenhamento(s) organizacional(is): Dois laços afectivos, dois instrumentais, um normativo e um de ausência

Este artigo visa testar um hexa-modelo dimensional do empenhamento organizacional sugerido em pesquisas anteriores de Rego (2002b, 2003). O modelo difere do esquema tri-dimensional mais comum (afectivo, normativo e instrumental) no que concerne a três aspectos: a) a faceta afectiva é desmembrada em duas (empenhamento afectivo; futuro comum); b) a faceta instrumental é dividida nas facetas “escassez de alternativas” e “sacrifícios elevados”; c) é sugerida uma nova dimensão, designada “ausência psicológica” e que representa o “grau zero” do empenhamento. A amostra é constituída por 366 indivíduos, com actividades profissionais bastante distintas. Análises factoriais confirmatórias sugerem que o modelo de seis dimensões se ajusta satisfatoriamente aos dados, embora os modelos de quatro e cinco dimensões denotem igualmente boas qualidades psicométricas.

Política pública para o idoso : um estudo da cidadania no Grupo Cabelos de Neve do Programa Conviver em Campina Grande-PB

The main objective of the study about the citizenship development in elderly attended by the Conviver Program of the City Hall of Campina Grande in Paraiba, Brazil was to evaluate how the actions of the Program contribute for the citizenship practice according to the users. The Citizenship analyzed is the existence of political, civil and social rights according to Marshall. For that it was utilized a descriptive research and a study of case based on technical procedure. The research was settled by the people who are benefited by the Conviver Program of the Snow Hair Group and the sample was formed by the active participants that it is in the Group for over ten years, corresponding to a total of ten elderly. For the data collection was utilized basic questionnaire in function of the low schooling of the interviewed, according to Marshall (2002) theory about the citizenship construction from each person. It was utilized the methodological procedure proposed by Bardin (2006), categorical analysis, in the qualitative data analysis, that was divided in four parts. In relation to Political Rights, noted that the program has stimulated your Watched on the exercise of voting and being voted. On the Civil Rights was observed that the Program has given incentive to actions which provide the users the justice rights in and in occupational activities as a job. In relation to Social Rights it was observed that the Conviver Program has contributed in order that its users can lead their lives according to the standards imposed by the society, which have being failed in the education area. As for the type of citizenship it was verified that the Program has given incentive to the served users, becoming more evidence on the speech basis