A satisfação dos clientes internos e o comprometimento organizacional: um estudo à luz do modelo ASH nas indústrias alimentícias no RN

Currently the organizations are passing for continuous cycles of changes due to necessity of survival in the work market. The administration of the future points a way to the organizations of today and tomorrow, the search of the competitiveness from loyalty and motivation of its staff. Of this form, the model of the Auditoria do Sistema Humano (ASH), developed for Spanish researchers and that now it is being applied in Brazil, contemplates a series of dimensions about Human Resources management quality in the companies and the organizational effectiveness, such as the environment where the company is inserted, the strategies, the organizational drawing, the psychological and psychosocial processes, e the reached results. In this direction, the present research analyzed the factors of job satisfaction and organizational commitment, making, also, a relation of causality between the same ones. The quantitative-descriptive research had as population the employees of twenty three nourishing industries of the State of Rio Grande do Norte (Brazil), registered in the Federacy of the Industries of the state. The collection of the data occurred for the months of October of 2005 and March of 2006, by means of the application of questionnaire of model ASH. The sample was composed for 197 employees, however it was observed presence of five outliers, that they had been excluded from the analysis of the data. To extract the dimensions of the satisfaction and the commitment and identification the factorial analysis was used, with extraction method of principal components, rotation Varimax and normalization Kaiser. The gotten dimensions had been evaluated with the calculation of the coefficient Alpha of Cronbach. The factorial analysis of the pointers of the organizational commitment and identification had extracted ten factors. Of these, four had gotten significance of the analyses inside: affective commitment, values commitment, continuance commitment and necessity commitment. The result of the analysis of the pointers of job satisfaction indicated four factors: extrinsic, motivations, relation with the friends and auto-accomplishment. To deal with the data the relation between job satisfaction and organizational commitment it was used technique of multiple regression. The correlation between commitment and satisfaction was satisfactory, detaching the affective commitment with bigger index of correlation, followed of the affective one

Cinematografando o consumo :as narrativas e práticas culturais dos clientes de videolocadoras de Natal (RN)

The present work is an exercise of analysis of cultural practices related to movie consume by the clients of video rental stores in Natal city (Rio Grande do Norte, Brazil). With sociology of practice as support, especially that one which develops from the seminal works of Anthony Giddens and Pierre Bourdieu, we have searched, from the apprehension of the narratives build up by these actors from the movies they attend, to point the way they build exercises of reflexivity and creativity in the reception of works commonly identified as products of the so called mass culture . This path allows us, in the steps of Nestor Garcia Canclini, researcher in reception within Latin-American context, create and, somehow confirm the hypothesis that consume is also useful for thinking . In order to get to this result, we have carried out a camp research that used instruments and techniques both quantitative and qualitative. After the data analysis we came to the conclusion that consume of movies taken as commercial type and as not very noble in the environment of cultural production, also impels exercises of creativity and social reflexivity

Gestão da satisfação e fidelidade do cliente : um estudo dos fatores que influenciam na satisfação e fidelidade dos clientes corporativos de telefonia celular

The competition in the telecommunications industry has grown in Brazil since the privatization, forcing companies that are active in the market to a growing commitment to quality products and services in order to survive. In this context, this work aims to understand the main factors that influence the degree of satisfaction exists in respect of a mobile operator with its corporate customers. The research covered theoretical concepts and analytical models of quality management system and models of indices related to the measurement of customer satisfaction. For the field research was carried out in a practical application of the main approaches based on this thesis by a case study in corporate segment, through a questionnaire applied to 10 consultants and 40 corporate customers of that company. Comparing the results of research with the consultants and corporate clients there is the concern of respondents to the indicators that comprise the constructs of customer satisfaction, commitment calculated, the price index and the handling of complaints, denoting the dissatisfaction of the general assessment for corporate customers with the carrier, against its current expectations. It is concluded that the mobile operator of the telecommunications industry have a big challenge, after ten years of privatization and consequently the period of rapid expansion of customer base and with the depleted, retain corporate customers as highly strategic, thus avoiding that migrate to other companies. We emphasize the need for further research and analysis of different approaches through research and using the same models to specifically evaluate and measure customer satisfaction of mobile enterprise, to adjust the model to the national market. Finally, we suggest the creation of an effective customer loyalty program with a strategy of relationship and specific to the corporate sector of mobile telephony

Fatores da satisfação e fidelidade de clientes na hotelaria: um estudo sobre a percepção dos gestores de hotéis

This Master of Science Thesis deals with the perception of hotels managers about the factors affecting the loyalty and satisfaction of its customers. It is surveyed a group of managers attending a hotel industry meeting and the results of their responses are compared with three surveys on tourist satisfaction and loyalty factors in Natal, Brazil, including international, national and regional tourist. The main findings suggest a divergence on the managers perception and the customer significant factors affecting satisfaction surveyed, but a certain convergence on the factors affecting loyalty. The research suggest a need for a customer satisfaction and loyalty measurement system in order to contribute for the alignment of managers perception and its customers evaluations

Uma contribuição à avaliação dos impactos da gestão de estoque na satisfação e fidelização pós-vendas de clientes de concessionárias de automóveis : um estudo empírico em Natal-RN

This paper aims to conduct a study to evaluate and measure the possible impact that the unavailability of spare parts can have on customer satisfaction for car dealerships in the post-sales. A theoretical-conceptual review on the subject of satisfaction and loyalty, on the backdrop of the reality of the automobile market, allowed the construction of a research tool dedicated to collect opinions of car owners, to allow an analysis empirical relationship between the availability of parts, repairs or scheduled service possible, and change or stay on the mark on the occasion of change of vehicle. 236 forms were applied to car owners in the city of Natal / RN. The results obtained in this survey allowed the identification of the unavailability of parts as a significant factor, among others, the motivation for the customer to switch brands. Collaterally, we could also conclude that the dynamics of change in marks, whatever its motivation, is reflected in the perceived positions of the different brands as the market share both in strictly quantitative terms and in terms of relative positioning, with significant changes in the ranking of consumer preferences for different brands available

Fatores da satisfação e fidelidade de clientes: um estudo no setor de telefonia móvel celular

This thesis deals with the factors affecting customer satisfaction and loyalty in the mobile phone telecom sector. It is adapted a model proposed by Johnson et al. (2001) of quality and loyalty antecedent factors. It is conducted a survey with a sample of 385 customers of mobile phone telecom sector in Teresina city, a capital of a Northeastern State of Brazil, and descriptives and multiple regression statistical analysis. The main findings related to satisfaction are that quality and service price are the significant factors affecting it. Regarding loyalty, satisfaction, image, affective commitment, and calculate commitment are the significant factors to explain it. The overall model used fairly explain the satisfaction and loyalty outcomes

Fatores que influenciam a fidelidade dos clientes em postos de combustíveis da cidade de Natal/RN

The customer loyalty became strategy factor for the sustainability of business enterprises. And will be them competitive is important to describe the factors than the consumers consider for to choose the business than will buy the product or service. The dissertation objective is to know the factors that influence the consumer s satisfaction and loyalty in gas stations of Natal/RN, using the index national of customer satisfaction. The literature review was directed for strategy concepts, service quality, satisfaction and fidelity consumer and index national of customer satisfaction. The method used was descriptive-explicative, with application of a survey, from march 15 until april 15 of 2013, with 391 consumers of gas station. In relational analysis, we considered eight constructs: quality, price, complaints, satisfaction, image, loyalty, affection and commitment calculated. For customer satisfaction, the factors that influence have resulted in fuel quality, technical skills of vendors and duration of service. For customer loyalty, the factors that influence resulted in: image, feeling for distributor flag post, location and overall satisfaction with the gas station

Investigação da rentabilidade de clientes: um estudo no setor hoteleiro do Nordeste

This study presents an investigation about customer profitability in the hotel industry. It exposes the hotel industry´s history and its managerial environment, besides its importance to the society and economy, considering the increasement of the hotel industry. It realizes a literature survey about the customer profitability, emphasizing the informations that are necessary to measurement. In order to perceive the hotel reality, a questionnaire was applied in some hotels classified as middle and great size. It has covered five Brasilian Northeast states. The objective of the research is to investigate the existence of an individual measurement to the customer profitability, through the hotel´s information systems. The results reveal that 81,6% of the sampled hotels do not evaluate the individual profitability obtained with the customers , while 18,4% do it. Although, 85,8% recognize the importance of the electronic system that supplies this information for decisions. Finally, it concludes that the informations about individual customer profitability may provide a good opportunity to the hotel maximize your customer relationships

Comportamentos e atitudes sexuais no cotidiano de um grupo de prostitutas e seus clientes

Coordenação de Aperfeiçoamento de Pessoal de Nível Superior (CAPES)

Dinheiro, afeto, sexualidade: a relação de prostitutas com seus clientes

A prostituição é alvo constante de diferentes olhares, e para desvelar alguns de seus significados, resolvemos estudar a relação estabelecida entre a prostituta e o seu cliente. Para tanto, elegemos a abordagem qualitativa de pesquisa, com informações obtidas através de entrevista semiestruturada. Nosso estudo contou com sete participantes mulheres, com idade mínima de dezoito anos e envolvimento com a prática da prostituição há pelo menos um ano. As participantes responderam um questionário socioeconômico e foram entrevistadas, sendo as entrevistas posteriormente submetidas à análise de conteúdo. Com base nas informações obtidas, concluímos que a relação estabelecida entre prostitutas e seus clientes fundamenta-se no dinheiro, tanto em relação ao que o cliente paga quanto em relação àquilo que ele não pode pagar, porque "não tem preço". Essa negociação serve de alicerce para o estabelecimento de condições de ser-estar dessas mulheres profissionais do sexo dentro e fora da prostituição.

Fidelidad de clientes en el mundo del retail

El tema “La fidelidad de clientes en el mundo del retail" es seleccionado y desarrollado en función de la experiencia adquirida por el autor en el departamento de marketing de la reconocida cadena de super e hiper mercados Jumbo Retail Arg. S.A. En la cual tuvo la suerte de participar en el desarrollo, aplicación y seguimiento de herramientas de fidelización para la marca de supermercados Vea. El análisis se contemplará específicamente dentro del rubro super e hipermercados de Argentina. El principal motivo de elección sobre el tema en cuestión, radica en función de las dudas y planteos de negocios generados en Jumbo Retail, respecto de la verdadera utilidad de un programa de fidelización en un formato “low cost" (bajo costo) de super mercado. Se pretende aclarar dudas y dejar registro sobre de la utilidad y beneficios concretos que pueden otorgar este tipo de herramientas a una organización de tipo multinacional. Analizando resultados históricos de la misma empresa y otros referentes del mercado.

Materiales para la atención post aborto para clientes/proveedores

La Guía de Recursos Existentes a Nivel Mundial sobre la APA contiene un paquete de materiales para clientes/proveedores que pueden ser usados en su forma actual o ser adaptados en base al contexto local, la audiencia y las necesidades del proyecto.

Una cuestión de patrones y clientes. Acerca de la organización social y el poder político en la antigua palestina

Durante las últimas tres décadas, los métodos de la investigación histórica de las sociedades de la antigua Palestina han experimentado un considerable progreso desde los días en que la Biblia era tomada como fuente primaria y principal de reconstrucción histórica. Las nuevas perspectivas privilegian el aporte de múltiples disciplinas sociales, entre otras, la antropología, la sociología, la etnografía. En la presente comunicación hacemos uso de la información del registro etnográfico contemporáneo junto con perspectivas de la teoría antropológica para tratar de resolver la cuestión de la organización social de Palestina en la antigüedad así como de la práctica del poder político en las sociedades "tribales" de Medio Oriente. La integración de esta información junto con el análisis de fuentes históricas antiguas nos indica que las relaciones de parentesco y, fundamentalmente, las de patronazgo fueron las prácticas sociopolíticas dominantes en estas sociedades. Como resultado, el predominio de estas prácticas constituyó un obstáculo considerable para la aparición de una práctica estatal indígena en esta región. En consecuencia, una aceptación de la primacía analítica del concepto de "sociedades de patronazgo" por sobre el de "sociedades estatales" o "sociedades de clase" nos puede conducir a un mejor entendimiento de la dinámica sociopolítica en la antigua Palestina.

Una cuestión de patrones y clientes. Acerca de la organización social y el poder político en la antigua palestina

Durante las últimas tres décadas, los métodos de la investigación histórica de las sociedades de la antigua Palestina han experimentado un considerable progreso desde los días en que la Biblia era tomada como fuente primaria y principal de reconstrucción histórica. Las nuevas perspectivas privilegian el aporte de múltiples disciplinas sociales, entre otras, la antropología, la sociología, la etnografía. En la presente comunicación hacemos uso de la información del registro etnográfico contemporáneo junto con perspectivas de la teoría antropológica para tratar de resolver la cuestión de la organización social de Palestina en la antigüedad así como de la práctica del poder político en las sociedades "tribales" de Medio Oriente. La integración de esta información junto con el análisis de fuentes históricas antiguas nos indica que las relaciones de parentesco y, fundamentalmente, las de patronazgo fueron las prácticas sociopolíticas dominantes en estas sociedades. Como resultado, el predominio de estas prácticas constituyó un obstáculo considerable para la aparición de una práctica estatal indígena en esta región. En consecuencia, una aceptación de la primacía analítica del concepto de "sociedades de patronazgo" por sobre el de "sociedades estatales" o "sociedades de clase" nos puede conducir a un mejor entendimiento de la dinámica sociopolítica en la antigua Palestina.