Relacionamento com clientes no mercado de serviços : um estudo exploratório na atividade de facilities centers

A satisfação do cliente se apresenta como objeto de inúmeros estudos e pesquisas acadêmicas sobre o comportamento do consumidor muito em função da sua implicação gerencial direta para fidelização, retenção do cliente, estabelecimento de relações duradouras e a consequente sustentabilidade do negócio. Em função da experiência profissional do autor, essa dissertação compara as percepções de satisfação de lojistas de dois shopping centers com os respectivos serviços de facilities dada a decisão gerencial de terceirização ou internalização dessas atividades. Os dados coletados junto aos consumidores organizacionais através de entrevistas presenciais foram analisados com base estatística e os resultados mostram indícios de que essa opção gerencial tem significativa relevância na formação da satisfação do cliente. Além dessa conclusão principal, são oferecidas ainda discussões entre as perspectivas teóricas e os resultados da pesquisa de campo bem como possibilidades de aprofundamento do estudo. Por fim, apresentam-se algumas implicações e contribuições teóricas e gerenciais do presente estudo para acadêmicos e gestores de negócios, respectivamente.

Construction of facilities under asymmetric information: do constitutional constraints matter?

This paper studies construction of facilities in a federal state under asymmetric information. A country consists of two regions, each ruled by a local authority. The federal government plans to construct a facility in one of the regions. The facility generates a local value in the host region and has spillover effects in the other region. The federal government does not observe the local value because it is the local authority's private information. 80 the federal governrnent designs an incentive-compatible mechanism, specifying if the facility should be constructed and a balanced scheme of interregional transfers to finance its cost. The federal governrnent is constitutionally constrained to respect a given leveI of each region's welfare. We show that depending upon the facility's local value and the spillover effect, the governrnent faces different incentive problems. Moreover, their existence depends crucially on how stringent constitutional constraints are. Therefore, the optimal mechanism will also depend upon these three features of the model.

Prevalence of Toxoplasma gondii antibodies in ostriches (Struthio camelus) from commercial breeding facilities in the state of São Paulo, Brazil.

Toxoplasmosis is widespread zoonosis caused by Toxoplasma gondii,a protozoan that may infect mammals and birds. The aim of the present study was to assess the prevalence of T. gondii in ostriches (Struthio camelus) from commercial breeding facilities in the state of São Paulo, Brazil, in a way to increase the knowledge on the behavior and importance of the parasite in this animal species. A total of 195 serum samples were collected from ostriches from Sorocaba, Campinas, São Carlos, Aracatuba, São Paulo, Vale do Ribeira, Botucatu and sao Jose do Rio Preto, in the state of São Paulo. These samples were analyzed by means of the Modified Agglutination Test (MAT) in order to investigate the occurrence of Toxoplasmagondii antibodies. The test showed that 14.36% of the animals were seropositive to Toxoplasmagondii. Minimum titer was considered to be equal or greater than 1:16, and the greatest dilution observed was 1:16,384. No statistically significant differences were found between males and females. Seronegative animals occurred in only two regions (São Paulo and Sao Jose do Rio Preto). These results point out the importance of further studies on this infection in ostriches, and on management practices that may minimize the risk of toxoplasmosis transmission in these birds which would, in their turn, decrease the risk for the final consumer.

Seasonal variation of Alphitobius diaperinus population in broiler facilities in the center-north region of the state of São Paulo

The seasonality of Alphitobius diaperinus population was studied during different seasons during one year, in broiler facilities located in the center-north region of the State of São Paulo. Parasite counting was weekly carried out by the use of traps adapted from the modified model of Arends. During the experimental period, facilities were not submitted to chemical treatment, and the litter was changed between flocks. A lower number of adults and larvae was observed during autumn, with the peak registered in the summer. There was no significant difference between spring and winter averages (adults and larvae), and between spring and summer averages (adults). Average temperatures in the facilities varied from 23.4ºC (winter) to 27.1ºC (spring). The environmentally controlled systems used by the broiler industry provide an adequate habitat for A. diaperinus development. The continuous monitoring of the population of this parasite is essential for designing control strategies, and this can be accomplished by utilizing the traps used in the present experiment.

Vegetable-origin foam employed in dye extraction in tanning and leather processing facilities

Coordenação de Aperfeiçoamento de Pessoal de Nível Superior (CAPES)

Two-level network design with intermediate facilities: An application to electrical distribution systems

We consider the two-level network design problem with intermediate facilities. This problem consists of designing a minimum cost network respecting some requirements, usually described in terms of the network topology or in terms of a desired flow of commodities between source and destination vertices. Each selected link must receive one of two types of edge facilities and the connection of different edge facilities requires a costly and capacitated vertex facility. We propose a hybrid decomposition approach which heuristically obtains tentative solutions for the vertex facilities number and location and use these solutions to limit the computational burden of a branch-and-cut algorithm. We test our method on instances of the power system secondary distribution network design problem. The results show that the method is efficient both in terms of solution quality and computational times. © 2010 Elsevier Ltd.

Resolución 17: Facilidades de crédito = Resolution 17: Credit facilities = Résolution 17: Facilités de crédit

El símbolo E/840/Rev.1 corresponde a la edición bilingüe inglés/francés publicada en 1953

Transhipment and port related facilities in the Caribbean

Includes bibliography

International emergency lending facilities - are they adequate?

Conference Room Paper, No 12

Experimental infection of one-day-old chicks with Salmonella Serotypes Previously isolated from poultry facilities, wild birds, and swine

Fundação de Amparo à Pesquisa do Estado de São Paulo (FAPESP)