Gerenciamento de impressões e qualidade dos serviços em hotéis da Paraíba

The present study has got as its aim to show how the impressions management is being used by the hotels in Paraiba State. For that, the dramma or role play perspective has been adopted as a model for service management. From the theater metaphor, the physical environment and its components can be seen as a scenery of the service show. We conduct the reader to notice the importance of the consummer about the service quality demand and its influence on his satisfaction. A methodology with exploring and qualifying nature has been adopted by using the analyses of content technique in interviews applied to hotel managers lebeled as having 4 and 5 stars in the State, trying to check how impression management takes place, identifying impression management tools used in relation to the physical evidences and to contacting people, as well as checking managers views in the survey about the use of impression management for client satisfaction make. The information revealed that managers, maybe for being unaware about impression management theory, haven t considered neither the physical evidences yet, nor contacting people as marketing tools. About the physical evidences, we could see that hotels take actions in a pulverized way referring to environment decoration and colors, however there isn t a global usage of physical evidences to highlight the service. Contacting people by their turn, receive better importance and attention. It was possible to make sure that managers are aware about the influence of the employee over the attendance quality. This way, we may come into a conclusion that impression management at Paraiba hotels has been under used, as long as managers seem to be, most times, turned to actions related to contacting people, not having realized the planning importance and national-wide use of service scenery in a genaral way yet

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

Building peace by supporting post-conflict electoral processes

Les élections post-conflit ou élections de sortie de crise organisées sous l’égide de la communauté internationale en vue de rétablir la paix dans les pays sortant de violents conflits armés ont un bilan mixte caractérisé par le succès ou l’échec selon les cas. Ce bilan mitigé représente le problème principal auquel cette recherche tente de répondre à travers les questions suivantes : l’assistance électorale étrangère est-elle efficace comme outil de rétablissement de la paix dans les sociétés post-conflit? Qu’est ce qui détermine le succès ou l’échec des élections post-conflit à contribuer efficacement au rétablissement de la paix dans les sociétés déchirées par la guerre? Pour résoudre cette problématique, cette thèse développe une théorie de l’assistance électorale en période post-conflit centrée sur les parties prenantes à la fois du conflit armé et du processus électoral. Cette théorie affirme que l’élément clé pour le succès des élections post-conflit dans le rétablissement de la paix est le renforcement de la capacité de négociation des parties prenantes à la fois dans le processus de paix et dans le processus électoral post-conflit. Dans les situations post-conflit, une assistance électorale qui se voudrait complète et efficace devra combiner à la fois le processus électoral et le processus de paix. L’assistance électorale sera inefficace si elle se concentre uniquement sur les aspects techniques du processus électoral visant à garantir des élections libres, transparentes et équitables. Pour être efficace, l’accent devra également être mis sur les facteurs supplémentaires qui peuvent empêcher la récurrence de la guerre, tels que l’habilité des individus et des groupes à négocier et à faire des compromis sur les grandes questions qui peuvent menacer le processus de paix. De fait, même des élections transparentes comme celles de 1997 au Liberia saluées par la communauté internationale n’avaient pas réussi à établir des conditions suffisantes pour éviter la reprise des hostilités. C’est pourquoi, pour être efficace, l’assistance électorale dans les situations de post-conflit doit prendre une approche globale qui priorise l’éducation civique, la sensibilisation sur les droits et responsabilités des citoyens dans une société démocratique, le débat public sur les questions qui divisent, la participation politique, la formation au dialogue politique, et toute autre activité qui pourrait aider les différentes parties à renforcer leur capacité de négociation et de compromis. Une telle assistance électorale fera une contribution à la consolidation de la paix, même dans le contexte des élections imparfaites, comme celles qui se sont détenues en Sierra Leone en 2002 ou au Libéria en 2005. Bien que la littérature sur l’assistance électorale n’ignore guère l’importance des parties prenantes aux processus électoraux post-conflit (K. Kumar, 1998, 2005), elle a fortement mis l’accent sur les mécanismes institutionnels. En effet, la recherche académique et professionnelle est abondante sur la réforme des lois électorales, la reforme constitutionnelle, et le développement des administrations électorales tels que les commissions électorales, ainsi que l’observation électorale et autres mécanismes de prévention de la fraude électorale, etc. (Carothers & Gloppen, 2007). En d’autres termes, les décideurs et les chercheurs ont attribué jusqu’à présent plus d’importance à la conception et au fonctionnement du cadre institutionnel et des procédures électorales. Cette thèse affirme qu’il est désormais temps de prendre en compte les participants eux-mêmes au processus électoral à travers des types d’assistance électorale qui favoriseraient leur capacité à participer à un débat pacifique et à trouver des compromis aux questions litigieuses. Cette approche plus globale de l’assistance électorale qui replace l’élection post-conflit dans le contexte plus englobant du processus de paix a l’avantage de transformer le processus électoral non pas seulement en une expérience d’élection de dirigeants légitimes, mais aussi, et surtout, en un processus au cours duquel les participants apprennent à régler leurs points de vue contradictoires à travers le débat politique dans un cadre institutionnel avec des moyens légaux et légitimes. Car, si le cadre institutionnel électoral est important, il reste que le résultat du processus électoral dépendra essentiellement de la volonté des participants à se conformer au cadre institutionnel et aux règles électorales.

CSR Communication - An Employee Perspective : Tailoring Internal Communication using Employee Preferences for Content, Style and Channel.

Corporate Social Responsibility (CSR) represents a theory and practice that is well-known and communicating its content has shown to play an important role in order to exploit its advantages and engage stakeholders on CSR issues. Even though, CSR communication has shown to be a real challenge, since corporations are encouraged to engage in CSR, but not to communicate too loud about this engagement. This study was inspired by Jenny Dawkins (2005) and her initial idea that tailoring CSR messages by exploring stakeholder preferences for content, style and channel, would solve the communication challenge. One stakeholder group that corporations are highly dependent on is employees and exploring their preferences for CSR communication became the purpose of this thesis: to understand employee preferences for style and channel within the content of CSR. This was of specific interest, since existing research on CSR communication has mainly been centered around financial and external issues on the expense of internal. In addition, the idea of a tailored approach has not gained any interest in research so far, and a possible explanation might be its diffuse meaning, a problem this thesis has addressed. In order to understand employee preferences for internal CSR communication, a qualitative case study research was conducted with in-depth interviews, observations and exercises at site. A total of 20 interviews were arranged in order to collect primary data during a one week prolong engagement at the case. The empirical findings from the respondents’ answers were then transcribed and analyzed using both inductive and theoretical thematic analysis. Based on the findings, the authors of this thesis contribute with two models that help practitioners to understand how to best communicate about various CSR content to employees. The first model developed suggests an implementation of the tailored approach for content, style and channel, and demonstrates a relationship between nature of content and constraint recognition. Also, the model explains how practitioners can provide CSR explanation in order to reduce skepticism and enable endorsement processes where employees communicate CSR to third parties. To show a more dependent relationship between how changes in nature of content and constraint recognition affect employee preferences, the authors created the "CSR Communication Grid". The authors made a theoretical contribution by clarifying and providing a framework for the tailoring approach as initially developed by Dawkins (2005). Additionally, the authors managed to draw a relation between Public Relations (PR) and CSR by referring models of PR to communication styles, which filled this gap in previous research.

A percepção dos trabalhadores da enfermagem acerca da avaliação de desempenho do servidor público

A concepção de avaliação de desempenho dos trabalhadores da enfermagem, na maioria das vezes, é a de um ato de julgamento entre o certo e o errado, relacionado às ações e posturas desenvolvidas no contexto do seu trabalho. A avaliação de desempenho, no entanto, pode ser visualizada pelos trabalhadores como um importante instrumento que favorece o feedback do fazer profissional, desafiando-os a olharem para si mesmos, para o desenvolvimento de suas atribuições profissionais, proporcionando um real entendimento de sua importância na sociedade. Assim tem-se como objetivo geral conhecer a percepção dos trabalhadores da enfermagem de um Hospital Universitário localizado no extremo sul do Rio Grande do Sul (HU) acerca da sistemática da avaliação dos servidores públicos vivenciada na instituição e como objetivo específico conhecer a percepção dos trabalhadores da enfermagem do HU acerca da sistemática da avaliação dos servidores públicos no período do estágio probatório, adotada na instituição. Trata-se de uma pesquisa com abordagem qualitativa do tipo exploratória, desenvolvida com 70 trabalhadores de enfermagem. Para a coleta de dados utilizou-se a técnica de entrevista. Mediante a análise textual discursiva, construíram-se duas categorias: A avaliação do desempenho na concepção de trabalhadores da enfermagem e Serviço público: representatividade para o serviço da enfermagem. A avaliação do desempenho do servidor público pode ser influenciada pelo período de estágio probatório, pela sua vulnerabilidade na instituição, com possibilidade de conquistar a estabilidade ou perdê-la. Decorrido o período probatório, alguns trabalhadores modificam seu comportamento, demonstrando, por vezes, falta de comprometimento com seu fazer. No entanto, tal mudança pode estar relacionada com a cultura organizacional existente na instituição pública e, ainda, com um aparente descontentamento dos trabalhadores na realização da avaliação de desempenho, por não receberem um retorno significativo de cada avaliação. Pensar a sistemática de avaliação de desempenho com os trabalhadores da enfermagem significou a possibilidade de desencadear um processo de discussão e de reflexão sobre os diferentes modos de ser e fazer a enfermagem.

El efecto dominó de las revueltas sociales de 2011 visto desde la prensa de referencia colombiana

Las movilizaciones de 2011, que comenzaron con la Primavera Árabe y se propagaron por el mundo entero, se convirtieron en un fenómeno mediático internacional, pues centraron parte de sus estrategias de acción en alcanzar visibilidad en los medios de comunicación. Este trabajo, producto de una investigación, tuvo como objetivo analizar cómo fue el cubrimiento de las revueltas desde los principales diarios colombianos El Tiempo y El Espectador; conocer el framing y los recursos empleados para transmitir la información. Para ello, se seleccionaron todas las piezas periodísticas referentes a acciones de protesta alrededor del mundo, publicadas desde el 15 de diciembre de 2010 hasta la misma fecha de 2011 y se les aplicó una matriz de análisis de contenido cuantitativo y cualitativo. Los resultados mostraron que el tratamiento dado a la información potenció la visibilidad de las manifestaciones, desde una perspectiva homogénea, presentando movimientos dispares y distantes como un fenómeno global y contagioso que traspasaba fronteras.

Gerenciamento de impressões e qualidade dos serviços em hotéis da Paraíba

The present study has got as its aim to show how the impressions management is being used by the hotels in Paraiba State. For that, the dramma or role play perspective has been adopted as a model for service management. From the theater metaphor, the physical environment and its components can be seen as a scenery of the service show. We conduct the reader to notice the importance of the consummer about the service quality demand and its influence on his satisfaction. A methodology with exploring and qualifying nature has been adopted by using the analyses of content technique in interviews applied to hotel managers lebeled as having 4 and 5 stars in the State, trying to check how impression management takes place, identifying impression management tools used in relation to the physical evidences and to contacting people, as well as checking managers views in the survey about the use of impression management for client satisfaction make. The information revealed that managers, maybe for being unaware about impression management theory, haven t considered neither the physical evidences yet, nor contacting people as marketing tools. About the physical evidences, we could see that hotels take actions in a pulverized way referring to environment decoration and colors, however there isn t a global usage of physical evidences to highlight the service. Contacting people by their turn, receive better importance and attention. It was possible to make sure that managers are aware about the influence of the employee over the attendance quality. This way, we may come into a conclusion that impression management at Paraiba hotels has been under used, as long as managers seem to be, most times, turned to actions related to contacting people, not having realized the planning importance and national-wide use of service scenery in a genaral way yet

Language-based Techniques for Practical and Trustworthy Secure Multi-party Computations

Secure Multi-party Computation (MPC) enables a set of parties to collaboratively compute, using cryptographic protocols, a function over their private data in a way that the participants do not see each other's data, they only see the final output. Typical MPC examples include statistical computations over joint private data, private set intersection, and auctions. While these applications are examples of monolithic MPC, richer MPC applications move between "normal" (i.e., per-party local) and "secure" (i.e., joint, multi-party secure) modes repeatedly, resulting overall in mixed-mode computations. For example, we might use MPC to implement the role of the dealer in a game of mental poker -- the game will be divided into rounds of local decision-making (e.g. bidding) and joint interaction (e.g. dealing). Mixed-mode computations are also used to improve performance over monolithic secure computations. Starting with the Fairplay project, several MPC frameworks have been proposed in the last decade to help programmers write MPC applications in a high-level language, while the toolchain manages the low-level details. However, these frameworks are either not expressive enough to allow writing mixed-mode applications or lack formal specification, and reasoning capabilities, thereby diminishing the parties' trust in such tools, and the programs written using them. Furthermore, none of the frameworks provides a verified toolchain to run the MPC programs, leaving the potential of security holes that can compromise the privacy of parties' data. This dissertation presents language-based techniques to make MPC more practical and trustworthy. First, it presents the design and implementation of a new MPC Domain Specific Language, called Wysteria, for writing rich mixed-mode MPC applications. Wysteria provides several benefits over previous languages, including a conceptual single thread of control, generic support for more than two parties, high-level abstractions for secret shares, and a fully formalized type system and operational semantics. Using Wysteria, we have implemented several MPC applications, including, for the first time, a card dealing application. The dissertation next presents Wys*, an embedding of Wysteria in F*, a full-featured verification oriented programming language. Wys* improves on Wysteria along three lines: (a) It enables programmers to formally verify the correctness and security properties of their programs. As far as we know, Wys* is the first language to provide verification capabilities for MPC programs. (b) It provides a partially verified toolchain to run MPC programs, and finally (c) It enables the MPC programs to use, with no extra effort, standard language constructs from the host language F*, thereby making it more usable and scalable. Finally, the dissertation develops static analyses that help optimize monolithic MPC programs into mixed-mode MPC programs, while providing similar privacy guarantees as the monolithic versions.

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

Essays on Matching Markets and Their Equilibria

Matching theory and matching markets are a core component of modern economic theory and market design. This dissertation presents three original contributions to this area. The first essay constructs a matching mechanism in an incomplete information matching market in which the positive assortative match is the unique efficient and unique stable match. The mechanism asks each agent in the matching market to reveal her privately known type. Through its novel payment rule, truthful revelation forms an ex post Nash equilibrium in this setting. This mechanism works in one-, two- and many-sided matching markets, thus offering the first mechanism to unify these matching markets under a single mechanism design framework. The second essay confronts a problem of matching in an environment in which no efficient and incentive compatible matching mechanism exists due to matching externalities. I develop a two-stage matching game in which a contracting stage facilitates subsequent conditionally efficient and incentive compatible Vickrey auction stage. Infinite repetition of this two-stage matching game enforces the contract in every period. This mechanism produces inequitably distributed social improvement: parties to the contract receive all of the gains and then some. The final essay demonstrates the existence of prices which stably and efficiently partition a single set of agents into firms and workers, and match those two sets to each other. This pricing system extends Kelso and Crawford's general equilibrium results in a labor market matching model and links one- and two-sided matching markets as well.

La oralidad en la administración de justicia ecuatoriana: código orgánico general de procesos

Los ciudadanos que en cualquier momento se ven involucrados en un proceso judicial deben conocer cómo se van a sustanciar y resolver sus causas, facilitándose mediante el sistema oral, brindando a los usuarios mayor confianza en la administración de justicia, que desempeña un rol trascendental e importante dentro del desarrollo de una sociedad. Las partes procesales buscan que sus pretensiones se vean reflejadas en una sentencia justa, considerando al Ecuador como un estado de derechos y de justicia garantizado en nuestra Carta Magna. Mediante esta monografía se pretende analizar la aplicación de la oralidad en el Código Orgánico General de Procesos. Revisando brevemente los antecedentes históricos: Egipto, Grecia, Roma hasta la actualidad, un análisis comparativo entre el sistema oral y escrito, pensamientos de autores a favor y en contra del sistema oral. Seanalizará la legislación en el ámbito nacional haciendo referencia a la Constitución del Ecuador, al Código Orgánico General de Procesos y al Código Orgánico de la Función Judicial, considerando a los principios del debido proceso. Se plasmará la opinión de juristas y profesionales de nuestro medio. Finalizando con las conclusiones de este trabajo. Ecuador como país, debe aprender de las experiencias pasadas y aprovecharlas adaptando la administración de justicia a las necesidades de nuestra colectividad, el sistema escrito no ha logrado solucionar satisfactoriamente los retos de la sociedad actual por ello ha sido sustituido y esperemos hayamos tomado el camino correcto.

Êthos y Eudaimonía en la Ethika de Aristóteles

The focus of Aristotelian ethics is not to understand the essence of virtue, but rather the formation of underlying principles which define each individual’s ethics (êthos) that promotes happiness (eudaimonía) as their ultimate end. In this article I will emphasize the relationship between eudaimonía and ethos. This is relevant because êthos may be interpreted as source (pegé) from decisions as character or imprint, (charaktér) thanks to actions performed in order to reach eudaimonía.

Réconcilier universalisme et ciblage : l’évolution du paradoxe de la redistribution depuis la fin des années 1980

Le Paradoxe de la redistribution de Walter Korpi et Joakim Palme (1998) postule que les États-providences qui ont des dépenses sociales moins ciblées redistribuent davantage. Ive Marx, Lina Salanauskaite et Gerlinde Verbist (2013) ont toutefois constaté que le paradoxe démontré grâce à une corrélation entre un indice de redistribution et un indice de ciblage des dépenses sociales n'était plus valide dans les années 2000. En reproduisant les corrélations, il apparaît que l'augmentation importante du ciblage dans des pays qui redistribuent beaucoup comme le Danemark et la Suède est la principale cause de la disparition de la corrélation entre redistribution et ciblage. Lors des crises économiques dans les années 1980 et 1990, les prestations maximales déjà relativement faibles ainsi que la volonté de maintenir les prestations minimums et les taux de remplacement de la part des partis sociaux-démocrates ont poussé les gouvernements danois et suédois à réduire les prestations maximales afin de limiter l’augmentation des dépenses, augmentant ainsi le ciblage des dépenses sociales tout en préservant le caractère universel des programmes. L’augmentation du ciblage des dépenses sociales n’a pas eu d’effets négatifs sur la redistribution particulièrement au Danemark où la redistribution a augmenté et les inégalités diminué entre la fin des années 80 et le milieu des années 2000.

USING INDICATORS OF BIOTIC INTEGRITY FOR ASSESSMENT OF STREAM CONDITION

Multiple indices of biotic integrity and biological condition gradient models have been developed and validated to assess ecological integrity in the Laurentian Great Lakes Region. With multiple groups such as Tribal, Federal, and State agencies as well as scientists and local watershed management or river-focused volunteer groups collecting data for bioassessment it is important that we determine the comparability of data and the effectiveness of indices applied to these data for assessment of natural systems. We evaluated the applicability of macroinvertebrate and fish community indices for assessing site integrity. Site quality (i.e., habitat condition) could be classified differently depending on which index was applied. This highlights the need to better understand the metrics driving index variation as well as reference conditions for effective communication and use of indices of biotic integrity in the Upper Midwest. We found the macroinvertebrate benthic community index for the Northern Lakes and Forests Ecoregion and a coldwater fish index of biotic integrity for the Upper Midwest were most appropriate for use in the Big Manistee River watershed based on replicate sampling, ability to track trends over time and overall performance. We evaluated three sites where improper road stream crossings (culverts) were improved by replacing them with modern full-span structures using the most appropriate fish and macroinvertebrate IBIs. We used a before-after-control-impact paired series analytical design and found mixed results, with evidence of improvement in biotic integrity based on macroinvertebrate indices at some of the sites while most sites indicated no response in index score. Culvert replacements are often developed based on the potential, or the perception, that they will restore ecological integrity. As restoration practitioners, researchers and managers, we need to be transparent in our goals and objectives and monitor for those results specifically. The results of this research serve as an important model for the broader field of ecosystem restoration and support the argument that while biotic communities can respond to actions undertaken with the goal of overall restoration, practitioners should be realistic in their expectations and claims of predicted benefit, and then effectively evaluate the true impacts of the restoration activities.

Réconcilier universalisme et ciblage : l’évolution du paradoxe de la redistribution depuis la fin des années 1980

Le Paradoxe de la redistribution de Walter Korpi et Joakim Palme (1998) postule que les États-providences qui ont des dépenses sociales moins ciblées redistribuent davantage. Ive Marx, Lina Salanauskaite et Gerlinde Verbist (2013) ont toutefois constaté que le paradoxe démontré grâce à une corrélation entre un indice de redistribution et un indice de ciblage des dépenses sociales n'était plus valide dans les années 2000. En reproduisant les corrélations, il apparaît que l'augmentation importante du ciblage dans des pays qui redistribuent beaucoup comme le Danemark et la Suède est la principale cause de la disparition de la corrélation entre redistribution et ciblage. Lors des crises économiques dans les années 1980 et 1990, les prestations maximales déjà relativement faibles ainsi que la volonté de maintenir les prestations minimums et les taux de remplacement de la part des partis sociaux-démocrates ont poussé les gouvernements danois et suédois à réduire les prestations maximales afin de limiter l’augmentation des dépenses, augmentant ainsi le ciblage des dépenses sociales tout en préservant le caractère universel des programmes. L’augmentation du ciblage des dépenses sociales n’a pas eu d’effets négatifs sur la redistribution particulièrement au Danemark où la redistribution a augmenté et les inégalités diminué entre la fin des années 80 et le milieu des années 2000.