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

The flexible citizen: education and citizenship

This paper considers the recent focus on citizenship within education by taking curricular reform within Scottish secondary schooling and its linkage with higher education as a case study. In Scotland the Curriculum for Excellence reform places citizenship as one of the four main capacities that pupils must work towards as part of their education. This is echoed to some extent within higher education through the Enhancement Theme reforms and the focus on graduate attributes. A unifying theme in these reforms is the need for students to work across different disciplines, to develop a cross-disciplinary perspective on the world by, for example, considering issues of sustainability in relation to scientific or technological developments. In this model of curriculum development teaching staff are considered as agents of change, enabling learners to develop their sense of citizenship in response to a fast-paced world of innovation and change. This kind of change is objectified as a need that must be responded to and met if tomorrow’s citizens are to be able to not only cope, but thrive in the world in which they inhabit. As such, the citizen is positioned as an ongoing project, as something to be worked at and worked on. However, this kind of notion of agency cloaks an neoliberal ideological construction of the citizen as a flexible resource for society, and usually in relation to economic output. The paper seeks to subject this construction of the citizen to critical scrutiny in relation to the idea that, in education, learners are developing their ability to be creative and enquiring in order to be adaptive to change.

Realidade aumentada aplicada em bibliotecas: multiplicidade no acesso a informação

Conceitua Realidade Aumentada do ponto de vista histórico de vários autores e como surgiu esse segmento através da evolução tecnológica até os dias atuais. Aborda seu funcionamento, como também, seus sistemas e aplicações em diversos campos de pesquisas e estudos científicos. Diferencia Realidade Aumentada de Realidade Virtual, visando melhor esclarecimento entre ambas na intenção de descaracterizá-las com uma única “realidade”. Apresenta a Realidade Aumentada e sua aplicação dentro de um contexto de uma unidade de informação, promovendo uma melhor interação com os usuários e as adaptações pelas quais as bibliotecas terão que passar futuramente para se adequarem a “explosão” tecnológica. Descreve o funcionamento da biblioteca ARToolKIT, baseada em RA e suas principais etapas de funcionamento para visualização de objetos virtuais em 3D. Exemplifica os benefícios que uma unidade de informação, que utiliza Realidade Aumentada, promove aos usuários portadores de deficiência, além de sua inclusão no meio digital e sua inserção no mercado de trabalho

On the application of contextual IoT service discovery in Information Centric Networks

The continuous flow of technological developments in communications and electronic industries has led to the growing expansion of the Internet of Things (IoT). By leveraging the capabilities of smart networked devices and integrating them into existing industrial, leisure and communication applications, the IoT is expected to positively impact both economy and society, reducing the gap between the physical and digital worlds. Therefore, several efforts have been dedicated to the development of networking solutions addressing the diversity of challenges associated with such a vision. In this context, the integration of Information Centric Networking (ICN) concepts into the core of IoT is a research area gaining momentum and involving both research and industry actors. The massive amount of heterogeneous devices, as well as the data they produce, is a significant challenge for a wide-scale adoption of the IoT. In this paper we propose a service discovery mechanism, based on Named Data Networking (NDN), that leverages the use of a semantic matching mechanism for achieving a flexible discovery process. The development of appropriate service discovery mechanisms enriched with semantic capabilities for understanding and processing context information is a key feature for turning raw data into useful knowledge and ensuring the interoperability among different devices and applications. We assessed the performance of our solution through the implementation and deployment of a proof-of-concept prototype. Obtained results illustrate the potential of integrating semantic and ICN mechanisms to enable a flexible service discovery in IoT scenarios.

Excitonic behaviour in polymeric semiconductors : the effect of morphology and composition in heterostructures

La compréhension des interrelations entre la microstructure et les processus électroniques dans les polymères semi-conducteurs est d’une importance primordiale pour leur utilisation dans des hétérostructures volumiques. Dans cette thèse de doctorat, deux systémes diffèrents sont étudiés ; chacun de ces systèmes représente une approche diffèrente pour optimiser les matériaux en termes de leur microstructure et de leur capacité à se mettre en ordre au niveau moléculaire. Dans le premier système, j’ai effectué une analyse complète des principes de fonctionnement d’une cellule photovoltaïque hybride à base des nanocristaux d’oxyde de zinc (ZnO) et du poly (3-hexylthiophène) (P3HT) par absorption photoinduite en régime quasi-stationnaire (PIA) et la spectroscopie PIA en pompage modulé dépendant de la fréquence. L’interface entre le donneur (le polymère P3HT) et l’accepteur (les nanoparticules de ZnO), où la génération de charges se produit, joue un rôle important dans la performance des cellules photovoltaïques hybrides. Pour améliorer le mécanisme de génération de charges du P3H: ZnO, il est indispensable de modifier l’interface entre ses constituants. Nous avons démontré que la modification d’interface moléculaire avec cis-bis (4, 40 - dicarboxy-2, 20bipyridine) ruthénium (II) (N3-dye) et a-Sexithiophen-2 yl-phosphonique (6TP) a améliorée le photocourant et la performance dans les cellules P3HT: ZnO. Le 6TP et le N3 s’attachent à l’interface du ZnO, en augmentant ainsi l’aire effective de la surface donneur :accepteur, ce qui contribue à une séparation de charge accrue. De plus, le 6TP et le N3 réduisent la densité de pièges dans le ZnO, ce qui réduit le taux de recombinaison des paires de charges. Dans la deuxième partie, jai introduit une matrice hôte polymérique de polystyréne à masse molaire ulra-élevée, qui se comporte comme un solide pour piéger et protéger une solution de poly [2-méthoxy, 5- (2´-éthyl-hexoxy) -1,4-phénylènevinylène- PPV] (MEHPPV) pour utilisation dans des dispositifs optoèlectroniques quantiques. Des travaux antérieurs ont montré que MEH-PPV en solution subit une transition de conformation, d’une conformation enroulé à haute température (phase bleue) à une conformation de chaîne étendue à basse température (phase rouge). La conformation de la chaîne étendue de la solution MEH-PPV favorise les caractéristiques nécessaires à l’amélioration des dispositifs optoélectroniques quantiques, mais la solution ne peut pas être incorporées dans le dispositif. J’ai démontré que la caractéristique de la phase rouge du MEH-PPV en solution se maintient dans une matrice hôte polymérique de polystyrène transformé de masse molaire très élevée, qui se comporte comme un solide (gel de MEH-PPV/UHMW PS), par le biais de la spectroscopie de photoluminescence (PL) dépendant de la température (de 290K à 80 K). La phase rouge du gel MEH-PPV/UHMW PS se manifeste par des largeurs de raie étroites et une intensité augmentée de la transition 0-0 de la progression vibronique dans le spectre de PL ainsi qu’un petit décalage de Stokes entre la PL et le spectre d’absorption à basse température. Ces approches démontrent que la manipulation de la microstructure et des propriétés électroniques des polymères semi-conducteurs ont un impact direct sur la performance de dispositifs pour leurs développements technologiques continus.

Editorial

Los avances científicos y tecnológicos y su aplicación en las diferentes áreas del conocimiento han generado un creciente aumento de información; las nuevas tecnologías en la transferencia de información han creado una nueva era electrónica para accesarla de manera eficiente y rápida.

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

Adsorção de Pb(II) utilizando adsorvente composto por montmorilonita e dolomita

The destructive impact of improper disposal of heavy metals in the environment increases as a direct result of population explosion, urbanization and industrial expansion and technological developments. Argil are potential materials for adsorption of inorganic and the pelletization of it is required for use in adsorptive columns of fixed bed. The low cost and the possibility of regeneration makes these materials attractive for use in the purification process, capable of removing inorganic compounds in contaminated aquatic environments. In this work was made pellets of a mixture of dolomite and montmorillonite by wet agglomeration, in different percentages. The removal of Pb (II) was investigated through experimental studies, and was modeled by kinetic models and isotherms of adsorption. The materials were characterized using the techniques of XRD, TG / DTA, FT-IR, and surface area by BET method. The results showed the adsorption efficiency of the contaminant by the composite material studied in synthetic solution. The study found that the adsorption follows the Langmuir model, and the kinetics of adsorption follows the model of pseudosecond order

Transdiscipline and research in health: Science, society and decision making

Significant advances in science should be given to addressing the needs of society and the historical context of the territories. Although technological developments that began with modernity and the industrial revolution allowed human beings to control the resources of nature to put to your service without limits, it is clear that the crisis of the prevailing development models manifest themselves in many ways but with three common denominators: environmental degradation, social injustice and extreme poverty. Consequently, today should not be possible to think a breakthrough in the development of science without addressing global environmental problems and the deep social injustices that increase at all scales under the gaze, impassively in many occasions, of formal science.

ECONOMIC PROFITABILITY OF THE BAKKEN, NORTH DAKOTA UNCONVENTIONAL OIL PLAYS BASED ON A TYPICAL WELL PERFORMANCE WITH CURRENT MARKET CONDITIONS

Increases in oil prices after the economic recession have been surprising for domestic oil production in the United States since the beginning of 2009. Not only did the conventional oil extraction increase, but unconventional oil production and exploration also improved greatly with the favorable economic conditions. This favorable economy encourages companies to invest in new reservoirs and technological developments. Recently, enhanced drilling techniques including hydraulic fracturing and horizontal drilling have been supporting the domestic economy by way of unconventional shale and tight oil from various U.S. locations. One of the main contributors to this oil boom is the unconventional oil production from the North Dakota Bakken field. Horizontal drilling has increased oil production in the Bakken field, but the economic issues of unconventional oil extraction are still debatable due to volatile oil prices, high decline rates of production, a limited production period, high production costs, and lack of transportation. The economic profitability and viability of the unconventional oil play in the North Dakota Bakken was tested with an economic analysis of average Bakken unconventional well features. Scenario analysis demonstrated that a typical North Dakota Bakken unconventional oil well is profitable and viable as shown by three financial metrics; net present value, internal rate of return, and break-even prices.

Approche basée sur des patrons pour concevoir des logiciels d’enseignement adaptés aux technologies du Web

Les applications Web en général ont connu d’importantes évolutions technologiques au cours des deux dernières décennies et avec elles les habitudes et les attentes de la génération de femmes et d’hommes dite numérique. Paradoxalement à ces bouleversements technologiques et comportementaux, les logiciels d’enseignement et d’apprentissage (LEA) n’ont pas tout à fait suivi la même courbe d’évolution technologique. En effet, leur modèle de conception est demeuré si statique que leur utilité pédagogique est remise en cause par les experts en pédagogie selon lesquels les LEA actuels ne tiennent pas suffisamment compte des aspects théoriques pédagogiques. Mais comment améliorer la prise en compte de ces aspects dans le processus de conception des LEA? Plusieurs approches permettent de concevoir des LEA robustes. Cependant, un intérêt particulier existe pour l’utilisation du concept patron dans ce processus de conception tant par les experts en pédagogie que par les experts en génie logiciel. En effet, ce concept permet de capitaliser l’expérience des experts et permet aussi de simplifier de belle manière le processus de conception et de ce fait son coût. Une comparaison des travaux utilisant des patrons pour concevoir des LEA a montré qu’il n’existe pas de cadre de synergie entre les différents acteurs de l’équipe de conception, les experts en pédagogie d’un côté et les experts en génie logiciel de l’autre. De plus, les cycles de vie proposés dans ces travaux ne sont pas complets, ni rigoureusement décrits afin de permettre de développer des LEA efficients. Enfin, les travaux comparés ne montrent pas comment faire coexister les exigences pédagogiques avec les exigences logicielles. Le concept patron peut-il aider à construire des LEA robustes satisfaisant aux exigences pédagogiques ? Comme solution, cette thèse propose une approche de conception basée sur des patrons pour concevoir des LEA adaptés aux technologies du Web. Plus spécifiquement, l’approche méthodique proposée montre quelles doivent être les étapes séquentielles à prévoir pour concevoir un LEA répondant aux exigences pédagogiques. De plus, un répertoire est présenté et contient 110 patrons recensés et organisés en paquetages. Ces patrons peuvent être facilement retrouvés à l’aide du guide de recherche décrit pour être utilisés dans le processus de conception. L’approche de conception a été validée avec deux exemples d’application, permettant de conclure d’une part que l’approche de conception des LEA est réaliste et d’autre part que les patrons sont bien valides et fonctionnels. L’approche de conception de LEA proposée est originale et se démarque de celles que l’on trouve dans la littérature car elle est entièrement basée sur le concept patron. L’approche permet également de prendre en compte les exigences pédagogiques. Elle est générique car indépendante de toute plateforme logicielle ou matérielle. Toutefois, le processus de traduction des exigences pédagogiques n’est pas encore très intuitif, ni très linéaire. D’autres travaux doivent être réalisés pour compléter les résultats obtenus afin de pouvoir traduire en artéfacts exploitables par les ingénieurs logiciels les exigences pédagogiques les plus complexes et les plus abstraites. Pour la suite de cette thèse, une instanciation des patrons proposés serait intéressante ainsi que la définition d’un métamodèle basé sur des patrons qui pourrait permettre la spécification d’un langage de modélisation typique des LEA. L’ajout de patrons permettant d’ajouter une couche sémantique au niveau des LEA pourrait être envisagée. Cette couche sémantique permettra non seulement d’adapter les scénarios pédagogiques, mais aussi d’automatiser le processus d’adaptation au besoin d’un apprenant en particulier. Il peut être aussi envisagé la transformation des patrons proposés en ontologies pouvant permettre de faciliter l’évaluation des connaissances de l’apprenant, de lui communiquer des informations structurées et utiles pour son apprentissage et correspondant à son besoin d’apprentissage.

Technological evolution

The evolution of a technology and the understanding of the moment in its life cycle is of the utmost importance to the entry strategy devised by any company. Having the entry of EDP Brazil on the micro-generation market as background, the present workproject attempts to summarize the most important topics in management literature concerning the theory of technology life-cycles and the updated literature on developments of photovoltaic technology to infer the current positioning of this technology in the theoretical models. The need for this type of work stems from the very common lack of bridging between the academic research of economic aspects relevant to the evolution of technologies and the agents of research on specific technological issues. When this occurs, namely due to the external nature of research to companies, thereby escaping the harsh economic controls of a profit seeking enterprise, the evolution many times lacks the appropriate framework to be studied on a more forward looking manner and to allow for management decisions to be based on.

Technological innovation in creative clusters. The case of laser in conservation of artworks in Florence

The field of laser application to the restoration and cleaning of cultural assets is amongst the most thriving developments of recent times. Ablative laser technological systems are able to clean and protect inestimable works of art subject to atmospheric agents and degradation over time. This new technology, which has been developing for the last forty year, is now available to restorers and has received a significant success all over Europe. An important contribution in the process of laser innovation has been carried out in Florence by local actors belonging to a creative cluster. The objects of the analysis are the genesis of this innovation in this local Florentine context, and the relationships among the main actors who have contributed in it. The study investigates how culture can play a part in the generation of ideas and innovations, and which are the creative environments that can favour it. In this context, the issue of laser technologies for the restoration of cultural heritage has been analysed as a case study in the various paths taken by the Creative Capacity of the Culture (CCC).

Dependency of military capabilities on technological development

Our goal is to get better understanding of different kind of dependencies behind the high-level capability areas. The models are suitable for investigating present state capabilities or future developments of capabilities in the context of technology forecasting. Three levels are necessary for a model describing effects of technologies on military capabilities. These levels are capability areas, systems and technologies. The contribution of this paper is to present one possible model for interdependencies between technologies. Modelling interdependencies between technologies is the last building block in constructing a quantitative model for technological forecasting including necessary levels of abstraction. This study supplements our previous research and as a result we present a model for the whole process of capability modelling. As in our earlier studies, capability is defined as the probability of a successful task or operation or proper functioning of a system. In order to obtain numerical data to demonstrate our model, we conducted a questionnaire to a group of defence technology researchers where interdependencies between seven representative technologies were inquired. Because of a small number of participants in questionnaires and general uncertainties concerning subjective evaluations, only rough conclusions can be made from the numerical results

The Press in a world of technological change, 1970–2000

Oxford University Press’s response to technological change in printing and publishing processes in this period can be considered in three phases: an initial period when the computerization of typesetting was seen as offering both cost savings and the ability to produce new editions of existing works more quickly; an intermediate phase when the emergence of standards in desktop computing allowed experiments with the sale of software as well as packaged electronic publications; and a third phase when the availability of the world wide web as a means of distribution allowed OUP to return to publishing in its traditional areas of strength albeit in new formats. Each of these phases demonstrates a tension between a desire to develop centralized systems and expertise, and a recognition that dynamic publishing depends on distributed decision-making and innovation. Alongside these developments in production and distribution lay developments in computer support for managerial and collaborative publishing processes, often involving the same personnel and sometimes the same equipment.