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

Gestão da satisfação e fidelidade do cliente: um estudo em uma instituição de ensino superior

This Master of Science Thesis deals with the customer satisfaction and loyalty focusing on a private higher education institution in Belém city, Brazil. The literature review focuses on costumer satisfaction and loyalty concepts and theory, models of quality managing systems and methodologies of costumer satisfaction measurement. The research was a survey with a random stratified sample of 329 undergraduate students of Business Administration at the Faculdade do Pará , in the morning and the night periods. The data analysis was made through the descriptive statistics and multiple regression analysis. The main findings are that the model was satisfactory and the main factors affecting Satisfaction to the School were Best Professor Didatics (beta=0.297), Courses Contents (beta=0.280), Clerks Sympathy (beta=0.201), and Number of Students in Classroom (beta=0,187) with a adjusted R2 = 0,47. The main factors affecting School Loyalty with an adjusted R2 = 0,43 were School Image (beta=0.383), Affective Commitment (beta=0.255), and Satisfaction with Professors (beta=0,218). The findings suggest also that may be differences between the set of students and those that complain for something

Gestão de satisfação e fidelidade do cliente: um estudo com turistas em hotéis

This Thesis deals with a study on customer satisfaction and loyalty focusing on a model of factors antecedents of customer satisfaction and loyalty. The model is based on a Satisfaction Index model adopted in Norway developed by Johnson et al.(2001) and the service quality drivers from the literature. It is surveyed a sample of tourist in Natal. It is used a survey questionnaire applied at the airport in the departure moment of the tourist. The final sample results on 198 cases. Is is used a multiple regression analysis as the method to verify the factor affecting satisfaction and loyalty. Two models arise from the analysis. The first model concerning satisfaction results with cleaness and hygiene of the bathroom, leisure facilities, employees promptness, and price as the significant factors affecting satisfaction. The model has a R2 of 0.6430 and the also check in service, cleaness of the apartment and the hotel in general, bedroom setting have colinearity with some factors entering the model. The loyalty model results with satisfaction, affective commitment as the main factors affecting loyalty, with a R2 0.5396, and also image has collinearity with satisfaction. A small part of the sample has complained and this factor was not considered in the models. The results are consistent with the literature in term of quality as the main driver of the satisfaction and that it is not the only one factor to explain loyalty

Fidelidade à área e padrão de associação em Sotalia guianensis, baseado na técnica de foto-identificação

The behavioral patterns follow to environmental changes, including area fidelity and individuals association patterns. Several techniques are used to record these behavioral patterns and the photo-identification has been suggested as a proper tool because of its various advantages. Based on this technique, this research verified, between August of 2005 and January of 2006, area fidelity and association patterns of Sotalia guianensis, at Distrito de Pipa s bays, Rio Grande do Norte State south coast. Besides, we measured the association patterns by using the Jaccard index or Half-Weight Index (HWI). According the observation, 22 individuals were not resighted, 11 were resighted, and 36 new individuals were recorded. Nowadays, 69 individuals are cataloged. The residency rate indicated heterogeneity on studied area permanence and the association patterns between photo-identified seem to be context-specific. In addiction, the comparison of associations between two different age classes showed some individuals more frequently interacting with immature individuals. We also observed fluidity on association patterns among our individuals. We suggest that S. guianensis population from Pipa shows plasticity

Análise da relação causal entre imagem de destinos, qualidade, satisfação e fidelidade: um estudo de acordo com a percepção do turista nacional no destino turístico Natal

This dissertation aims to analyze the causal relationship between the quality of tourist services, satisfaction with the attributes and globally, fidelity and image of tourist destinations. Therefore, it was conducted an exploratory, descriptive research with quantitative analytical approach. Data collection was performed by a questionnaire addressed to tourists at the Augusto Severo International Airport and Bus station of Natal, the main points of entry and exit of tourists. The composition was simple random sampling by reaching the final number of 400 tourists interviewed. Among the main results, is an assessment of the quality of the components of the destination. It was noted that nine are the dimensions of perceived quality of tourism products and services of ―Sun and Sand‖ segment, that is, Beaches and Facilities, Public Equipment, Catering Services, Transportation, Hotel Equipment, Hotel Services, Entertainment & Attractions, Access to the Hotel and Hospitality. Moreover, it was concluded that the Preview Tourism Destination Image has little direct influence in the Consumer Satisfaction, and only indirectly in the Post-Purchase Behavior. While the Complex Tourism Destination Image exerts strong and direct influence on both factors, in the Customer Satisfaction Process and Loyalty, the dimensions of quality also claimed to be strongly influences both factors

Análise da relação entre apego ao lugar, satisfação e fidelidade dos visitantes em destinos turísticos ambientais: um estudo em Fernando de Noronha/PE

The competition among tourist destinations environmental generates the emergent need to find different strategies to close down if the purpose of delight and retain their visitants. A customer satisfaction, loyalty and the development of attachment to place form a solid compound in search of promotion a tourist destination. This study presents the general objective analysis of the relationship between attachment to place, satisfaction and loyalty of visitors, in the archipelago of Fernando de Noronha / PE. Therefore, a model will be used as reference, where they will be analyzed various constructs related to attachment to place, satisfaction and loyalty, as well as the relations between them. The methodology used in the study consists of an exploratory, descriptive, where the sample is random and consists of individuals who visited Fernando de Noronha on a pre-defined period of ten days. Based on a sample table, we defined a quantitative equivalent of 246 questionnaires, which will be applied when the visitor leaves the destination, the departure lounge of airport. A proposal focuses on the possibility to get results able to understand the subjective and intriguing relationship that involves the triad attachment to place, satisfaction and loyalty, trying to thus provide subsidies for optimizing environmental tourist destination

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

Análise da fidelidade do traçado predictivo em pacientes submetidos à cirurgia ortognática em mandíbula

OBJETIVO: a proposta desse trabalho foi analisar a fidelidade dos traçados predictivos realizados para cirurgias ortognáticas, por meio de análise cefalométrica do pré e pós-operatório de sete dias, em pacientes submetidos à correção de deformidade mandibular. MÉTODOS: foram utilizadas telerradiografias cefalométricas de perfil de 17 pacientes submetidos à cirurgia ortognática de mandíbula. Foram realizados traçados cefalométricos do pré e do pós-operatório de 7 dias com marcação dos pontos côndilo (Co), pogônio (Pog), goníaco (Go), mento (Me), ponto B (B) e incisivo (I). A análise foi baseada na diferença obtida pela sobreposição dos traçados pré-operatório, predictivo e pós-operatório. Os pontos foram projetados em um plano cartesiano para medição das suas distâncias em milímetros. Os dados obtidos foram submetidos à análise estatística por meio do teste t de Student pareado (± = 0,05). RESULTADOS: no eixo horizontal, foi observada diferença média, entre a mudança planejada e a obtida nos traçados cefalométricos pós-operatórios, estatisticamente significativa nos pontos Pog (p = 0,014) e I (p = 0,008). No eixo vertical, não verificou-se diferença estatística significativa para os pontos cefalométricos marcados (p > 0,05). CONCLUSÕES: o traçado predictivo contribuiu para a avaliação pré-operatória do paciente e, consequentemente, para a otimização do tratamento. Entretanto, ele não se mostrou totalmente fiel nos casos analisados, com leve subestimação das alterações esqueléticas horizontais. Essas alterações devem ser consideradas no planejamento e acompanhamento pós-operatório dos pacientes submetidos à cirurgia ortognática em mandíbula.

Fidelidade composicional de assembléias de braquiópodes (Rhynconelliformea) na plataforma e talude continental: implicações paleontológicas e geológicas

This paper deals with the Compositional Fidelity of the brachiopods assemblages, dominated by Bouchardia rosea, on the outer shelf and continental slope along São Paulo State. Samples were obtained during the Revizee-Score-Sul-Benthos program. The sampled stations are in sites as depth as 90 to 600 meters, along the outer continental shelf, the shelf break and the top of continental slope. The fidelity estimates were obtained directly from the comparisons between living biota and dead shells, from the same collecting stations. Data come from 66 sampling stations, and the vast majority of the Bouchardia rosea individuals collected (n=2393) were dead (n = 2342, 97.9%). Only 51 individuals were collected alive. When pooling the data from all collecting stations the dead/live frequency is of 2,1% only. The occurrences of Bouchardia rosea shells in siliciclastic bottoms are reduced and living individuals were not found on this type of bottom, at least during the sampling program. These results suggest low compositional fidelity (live-dead) or high compositional mismatch, pointing to a recent decrease in this specie population. The low compositional fidelity of the Bouchardia rosea assemblages in outer shelf sites may be due to changes in seawater temperature, nutrient availability and population history. All these issues must be investigated in the near future

Para além da fidelidade na adaptação audiovisual: o caso da minissérie televisiva Capitu

Despite the theoretical advances that have discredited the notion of “faithfulness” regarding the adaptation as an intermediatic phenomenon, it still insists on coming up. Capitu, a mini-series shown by the Rede Globo network has been regarded as “unfaithful” to the novel Dom Casmurro. It is a perfect example for this article of the perception of the audiovisual language resources that work as valid analogies to Machado de Assis’ novel, indicating the misconception that underlies the notion of “faithfulness”.

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.