Fatores da satisfação e fidelidade do cliente: um estudo no varejo de supermercado

This thesis deals with the factors affecting customer satisfaction and loyalty in the supermarket sector. It is adapted a model proposed by Johnson et al. (2001) and included the brand construct as a loyalty of construct antecedent. It is conducted a survey with a sample of 290 customers of a supermarket in Natal city, Brazil, and descriptive and multiple regression statistical analysis. The main findings are that the proposed model is confirmed with quality being the main factor affecting satisfaction, but also in this case the place marketing construct playing a key role on satisfaction. The loyalty model is also supported by this research with the brand construct appearing important for a segment of the customers. This study support the conclusion that customer satisfaction is not the sole or main factor to explain loyalty

O Prêmio Nacional de Qualidade e as políticas e práticas de recursos humanos :um estudo em empresas do setor de transporte público por ônibus da região metropolitana de Natal/RN

This work has goal of analyzing the practices of Human Resources in the per missionary enterprises of urban transportation, by bus, in the metropolitan region of de Natal, based on the standard person of the National Program of Quality 2004 and points if they are able to take part as prize-winning in this standard. Also this work aims, through a theoretical evolution of people management and its current practices, the history of the National prize Quality and its main standards, the importance of the urban transportation, its characteristics and the system itself in the metropolitan region of Natal. The research was carried out in 11 enterprises that operated in the area, with several dimensions and forms of management. The research variations were based on the standard person of the 2004 NPQ that deals with the system of work, preparation and development and life quality. In the statistical treatment, discriminated and exploiting analyses were applied. The main obtained results through the research, we can verify an administrative centralization in managers and owners hands; that 45% of the enterprises don t have a Human Resources Department, however, on the other hand, they practice some human Resources politics, indicated by the variations; as to the items system of work, 55% of the enterprises are able; preparing and development, 43%

Fatores que afetam o interesse de compra de produtos orgânicos em supermercados de Manaus/AM

Demand for organic foods in the Brazil are growing year last, characterizing itself for if constituting in a new strategical segment of commercialization. In this context, the objective of this research was to investigate the factor that influence the interest of the consumers in the purchase decision of organic products, aiming to characterize the level of competitiveness of these products, assisting in the creation of environmental strategies for the development of the activity and contributing in the increment of the knowledge about the subject, that can assist it in the increase of the commercialization and the consumption of these foods. From data collected in the city of Manaus/AM, it was used a survey research, of exploratory and descriptive character. The sample was obtained using 421 questionnaires, in which was realized the descriptive analysis, analysis of groupings and association analysis among variables using the test qui-square. The results found in this study indicate that the majority the of consumers of supermarkets of the Manaus/AM never to purchase organic foods. Generally the consumers to have few or some knowledge about these foods, however, the level of the interest in to obtain information about the subject is high.The barriers mains in the purchase of organic products are the label fault in the product and the quality no certificate in the product. Among the profile characteristics, the variables income and level scholar are associate to interest level in the obtain information about the subject

Estratégia de marketing ambiental no varejo de alimentos: um estudo sobre as variáveis utilizadas pelo consumidor na decisão de compra de produtos orgânicos

Demand for organic foods within in Brazil are growing, characterizing itself for if constituting in a new strategical segment of commercialization. In this context, the objective of this research was to investigate the variables used by consumers in the purchase decision of organic products, aiming to characterize the level of competitiveness of these products, assisting in the creation of environmental strategies for the development of the activity and contributing in the increment of the knowledge about the subject, that can assist it in the increase of the commercialization and the consumption of these foods. From data collected in the city of Natal/RN, it was used a survey research, of exploratory and descriptive character. The sample was obtained using 401 questionnaires, in which was realized: the Test of Comparison of Averages, Descriptive analysis, analysis of Cluster and Qui-square. The results found in this study indicate that the main reasons for the organic food purchase are the absence of chemical pesticides in the product, followed by the care with own health and of the household. The main characteristics in the consumers of supermarkets, that are associates with purchase frequency of organic foods are the environmental behavior and lifestyle. Among the profile characteristics, gender, age and number of children are associates with the purchase frequency of these foods and the income and level education not showed association

Indicadores bibliométricos em sistemas de informação: uma análise a partir de artigos publicados no Encontro Nacional de Engenharia de Produção

This research aims at to contribute to show the consolidation of the area of Information Systems (IS) as area of knowledge in Production Engineering. For this, it according to presents a scenery of the publication in IS in the field of the Production Engineering in Brazil amount of articles, the authorship profile, the methodologies, the citations, the research thematic and the continuity of the research thematic. The base for this study was the works published in the National Meeting of Production Engineering - ENEGEP of years 2000, 2001, 2002, 2003 and 2004, inside of the area of Information Systems. Classified as bibliographical research, of applied nature, quantitative boarding, of the point of view of the objectives description-exploration was called and for the collection of data its comment was systematic with bibliographical survey. As field research, the method of collection of data if constituted of the elaboration of an analysis protocol and, to arrive itself at the final diagnosis, it operation the data through the statistical method, with the accomplishment of descriptive analyses. It approached concepts of IS and the seek areas and, it studied research correlate in Production Engineering, in Information Systems, in Information Science and other areas of the knowledge. How much to the results one concluded that the national and international contents are compatible and that the area of IS is in constant evolution. For the continuity of research lines it was observed that the majority of the authors was faithful to the area of Systems of Information. Amongst other found results, some institutions must try to increase its volume of publications and research, while others must look for to keep its reached mark already in the last years

Crescimento, produção e qualidade de frutos da bananeira 'Figo cinza', em Botucatu-SP

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

Agronomic characteristics of 'Prata-anã' and 'Maçã' bananas micropropagated

O experimento foi instalado com o objetivo de estudar o desempenho agronômico de cultivares de bananeira Prata-anã e Maçã, na região de São Manuel-SP. Foram avaliadas as seguintes características de desenvolvimento, no primeiro ciclo de produção: número de dias do plantio à floração e da mesma à colheita, número de rebentos (filhos) emitidos até o surgimento da inflorescência e na época da colheita, número de folhas ativas na época do aparecimento da inflorescência e da colheita, e características de rendimento, como peso médio do cacho, ráquis, penca e fruto, número médio de frutos por penca e cacho, comprimento e diâmetro médio dos frutos. Também foi avaliada a incidência de pragas e doenças. Foi empregado o delineamento inteiramente casualizado, com 2 tratamentos, 15 repetições e 5 plantas úteis por parcela experimental. As duas cultivares foram caracterizadas pelos valores das estatísticas descritivas, média e desvio-padrão, para as características de interesse no experimento. Foram estabelecidas possíveis correlações entre medidas de desenvolvimento e produção. As duas cultivares apresentaram ciclo do plantio até a colheita de 574 dias para 'Prata-anã' e 567 dias para 'Maçã', sendo que o ciclo produtivo foi maior na 'Prata-anã'. Não houve problemas de pragas e doenças em todo o ciclo de produção, nas duas cultivares avaliadas.

A interpretação dos sintagmas nominais com adjetivos atributivos por alunos de inglês instrumental

This present work has as objective to analyze the interpretation of the syntactic and semantic meaning performed by third graders in the nominal groups (NGs) with attributive adjectives in the English language in a text of the final exam in the ESP (English for Specific Purposes) discipline. The corpus is made up of 30 exams of two classes from a third grade institution of the biomedical area, corresponding to the basic and advanced levels of the second term in 2006. The text has 24 NGs of different lexical content, a total of 27 NGs in the whole text summing up to 810 analyzed occurrences. The analysis is carried out at the morphologic, syntactic and semantic levels using as theoretical background the traditional and functional grammars (QUIRK et al, 1985; CELSE-MURCIA et al, 1998; TUCKER, 1998), in their semantic aspects, the Semantics (FRAWLEY, 1992) and the Cognitive Linguistics (TAYLOR, 2002). We concluded that the main difficulties were due to the lack of vocabulary and to the use of mother tongue strategies instead of using the top-down strategies for reading a text in English to compensate this gap. We also observed that even when the vocabulary was known, there were difficulties in establishing the semantic and syntactic relations between modifier and noun head. We suggested improvements for the teaching of reading English texts at the third grade grounded in the obtained results such as a more comprehensive study of the several different morphologic and syntactic structures of the NGs with premodifiers and their semantic consequences, an approach of the morphologic, syntactic and semantic aspects of the NGs and the use of both top-down and bottom-up strategies when reading a NG in the English language

"Tudo" em Natal : definitude, implicaturas e contribuições para o ensino de língua materna

Coordenação de Aperfeiçoamento de Pessoal de Nível Superior

Variação, mudança e ensino: o caso dos pronomes possessivos da gente e nosso(a)(s) em uma abordagem sociofuncionalista

In this work, we analyze the variation and change phenomenon involving the possessive pronouns da gente and nosso(a)(s) in the light of the theoretical referentials of the North-american linguistic functionalism and of the variationist sociolinguistics. At first we present the phenomenon itself, highlighting the fact that few studies have considered it as an object, gap which we will try to fill in with our contribution. In the following chapter, we emphasize concepts and principles of the functionalism and the sociolinguistics that are used as our background for the data analysis. In the third chapter, we present what the normative grammars inform about our object of study, besides synthesizing some works on variation and change involving the personal pronouns nós and a gente. In the following chapter, we analyze the data. We used data from the Discurso & Gramática a língua falada e escrita na cidade do Natal (FURTADO DA CUNHA, 1998) corpus. In this chapter we present the results for the groups of social and linguistic factors which we can control. Grounded on these results, we specify the preferential contexts for employing the pronouns da gente and nosso(a)(s) and we observe that the social motivations, the valorization credited to the forms and the identity marks underly the restrictions exercised in their use by social factor groups, besides obtaining signs of ongoing changes in apparent time (from the age factor groups) and possible use specializations of each form, what helped us verify the course of the grammaticalization process of the referred pronouns in the community of Natal. In the sixth chapter, we make some considerations on the teaching of grammar and propose activities which can be carried on in the classroom involving the possessive pronouns da gente and nosso(a)(s) considering the variation and change issue

O desenvolvimento da interlíngua na aprendizagem da escrita em inglês em uma escola bilíngue: um estudo exploratório

The aim of this study is to investigate the development of written Interlanguage in English as an Additional Language (AL) by students in the 2nd grade of Ensino Fundamental I in a bilingual school in the city of Natal-RN. For this purpose two research questions guided this study: (a) which hypotheses could be inferred from the writing development of the bilingual learners of English as AL? and, (b) what is the impact of the type of input monomodal or multimodal in the Interlanguage development in the AL of bilingual learners? The 38 learners were divided into a control group, with 21 learners exposed to monomodal input, and an experimental group, with 17 learners exposed to multimodal input, and pre and post-tests were applied to both groups. A mixed methods research design was conducted (DÖRNYEI, 2007) to involve both qualitative and quantitative data collection and analysis. The qualitative aspect comprehended descriptive characteristics that interpreted the central cognitive processes in the acquisition of writing in AL by the learners. Through these interpretations, it was possible to understand the constitution of written Interlanguage (SELINKER, 1972) according to the data generated by the learners. The quantitative data were presented as the results generated from the experimental design. Thus, they narrowed the relations between the dependent variable the writing development, that is, how close it is to the target form which was modified throughout the process by the independent variable the quality of input (VAN PATTEN, 2002, GASS, 1997, SCHMIDT, 1986, PARADIS, 2009; 2010, ELLIS, 1995), which, being monomodal or multimodal, its function was possibly to alter the route of acquisition. The quantitative results pointed towards significant gains by the experimental group, which had multimodality present, suggesting that the learners in this group seem to have been more able to cognitively register (SCHIMDT, 1990) aspects of learning than the learners in the control group

Se inicia oração com pronome clítico? Atitudes linguísticas, na escola, em relação aos padrões brasileiros de colocação pronominal

Focusing on the empirical assessment issue, proposed by Language change theory (cf. cf. WEINREICH; LABOV; HERZOG, 2006; LABOV, [1972] 2008), this research assists to clarifying Portuguese teacher s attitudes in Natal- RN, regarding (a) to proclisis in three specific contexts: in the beginning of a simple/compound sentence (V1), after the subjects (SV), and proclisis after the secondary verb in complex verbal structures (V1V2); (b) to students who use such patterns in usage. Specific contexts were gathered thanks to their representing of the standard variety, as many studies have proven (Martins, 2012; Schei, 2003; Biazzoli, 2010, 2012). The research aims at: (i) verifying by means of a classroom assessment test, whether Portuguese teachers correct proclisis on referred contexts; (ii) identifying, via attitudinal tests what actions teachers take regarding to the usage of standards above mentioned, as well as students as users of those. Twenty Portuguese teachers, picked at random out of different of public schools in Natal-RN, responded to a classroom assessment test in addition to other two attitudinal ones. Results achieved point to a recurring high proclisis correction index of 50% in simple/compound sentences, even though such variety has been implemented to pronominal usage standards in Brazilian Portuguese. This setting of usage was generally assessed negatively, having no commonality between this assessment and the neutral one used by students. Unlike previous setting, the proclisis after subject did not receive any correction of the twenty teachers, what proves coherence with the positive evaluation both the varieties and the students attained. As for the second verb of complex verbal structures, proclisis correction went negative on presenting single results, despite their proximity, with correction indexes of 20% (infinite structures), 10% (present progressive structures) and 25% (participle structures). The assessment on these contexts of proclisis ranged between positive and neutral, also valid for the one students utilized. It means that proclisis in the beginning of simple/compound sentences are yet seemingly spotted in writing school scenario, much likely due to the negative evaluation, opposite to students . Later to subjects and earlier to secondary verbs in structures, proclisis appears to be acknowledged in writing school scenarios, which reflects on teachers assessment as compared to students who use proclisis in these contexts; being in general either positive or neutral

Resiliência e socialização organizacional de novos servidores: um estudo transcultural

The main aim of the study was to analyze the relationship between resilience and organizational socialization among newcomers from the Federal University of Rio Grande do Norte (UFRN), and the Norwegian University of Science and Technology (NTNU), comparing the results obtained in a cross-cultural perspective. The sample (N=205) was composed of mentored (N=70) and non-mentored (N=72) professors and technical-administrative employees at UFRN, and their non-mentored counterparts at NTNU (N=63). The data collection instruments used were the Organizational Socialization Inventory (OSI), the Resilience Scale for Adults (RSA) and a sociodemographic form. Data analysis was preceded by a number of tests to verify possible distinct response styles among the respondents, as they came from different cultures. Descriptive analysis and t-tests were performed to identify and compare organizational socialization and resilience outcomes. Hierarchical regression analyses were carried out, the first ones involving all participants (N=205), to observe the predictive power of resilience factors in relation to organizational socialization factors, beyond the effects of nationality, occupation and mentoring experience. The other hierarchical regression analyses were conducted separately for the professors (N=109) and technical-administrative employees (N=96); and for the mentored (N=70) and non-mentored newcomers from UFRN (N=72), and nonmentored newcomers from NTNU (N=63), to compare the predictive power of resilience in relation to organizational socialization between newcomers from the two occupations, and also among the three groups of participants. The results of this study showed that socialization and resilience profiles differed according to demographic and cultural characteristics, and to the socialization strategies adopted in the institutions studied. Furthermore, it was observed that resilience added a significant incremental prediction to all socialization factors, beyond nationality, occupation, and mentoring experience. The predictive contribution from each of the resilience factors was also noteworthy, mainly those of Planned Future and Social Resources. With respect to nationality, occupation and mentoring experience, it was noted that they explained a significant part of the variance in almost all organizational socialization factors, in addition to playing a meaningful role in predicting the scores of such factors, with some evidence of moderation or mediation by the resilience factors. Considering these and the comparative results of the predictive power of resilience in relation to the organizational socialization, between the two occupations and among the three groups of participants, as a whole, the main findings of this study were as follows: resilience tends to contribute to organizational socialization outcomes; the resilience of some subjects may be a differential factor for success in those situations in which individuals face working conditions that are less favorable to promoting their adaptation; and, a formal mentoring program may contribute to improving newcomer resilience, producing better and more homogeneous organizational socialization outcomes. The practical implications, limitations and main contributions of the study are discussed, with a number of suggestions for future research

Caminhos e descaminhos da adesão ao tratamento anti-hipertensivo :um estudo com usuários do Pacha (Programa de Assistência e Cuidado da Hipertensão Arterial) do Hospital Universitário Onofre Lopes

The high blood pressure is a multifactorial chronic disease which possesses emotional and social features in the illness appearance and evolution and in the adherence to the treatment which involves a decision-making through patient so that he or she process the necessary changes on harmful living habits. Adhesion, traditionally, it is referred to the patient to answer to the doctor orientations or of other health professional, about the appearance to the appointment with a doctor, about the use of medicine or lifestyle changes and maintaining this adhesion is the main problem to be overcame. It is expected the adhesion will ever be a continual, stable and satisfactory action, disregarding the complexity of subjectivity processes which permeate the sicken. This research aimed to investigate the difficulties which the person with high blood pressure has to adhere to the treatment, from the signification processes which give sense to the actions dealing with the adhesion. The study was carried out with 48 users of assistance program to the high blood pressure patient from Hospital Universitário from Natal RN, between 40-65 age. The answers were submitted to a double analysis process: 1) answer systematization in categories and codes and admission in statistical program SPSS (Statistical Package of Social Science), for generation of descriptive statistics; 2) Sense and signification analysis which permeated the deepener statement and interpretatively. The greater difficulties found are present on low-salt and law-calorie diets, in the dealing with everyday feeling and stress, being these factors cited as direct motive to the high blood pressure, regardless of interviewee s sex. It is observed there is not adhesion, but adhering, as an experienced everyday process. This work contributes with its results, assessing the used strategies by program with the aim of increasing the adhesion rates

Tradução e adaptação da escala de dependência de substâncias do Millon Clinical Multiaxial III para o Brasil

Millon describes the normal personality by means of adaptation styles that are effective in normal environments and personality disorders such as unadapted operating styles. To operacionalize his theoretical model, Millon has built several instruments, including the Millon Clinical Multiaxial Inventory III (MCMI-III), wich consists of a self report inventory composed by 175 true or false response items, containing four verification scales, and others scales wich evaluates 14 personality patterns and 10 clinical syndromes. The Substance Dependence scale (T) is placed along with Clinical Syndromes scales. This research is justified by the lack of a Brazilian instrument to assess personality psychopathological aspects, and aims to translate and semantically adapt the MCMI-III to the Brazilian context, checking validity elements of the Substance Dependence scale, and developing a computer application for assisting the evaluation of assessment results. To this intent, 2.588 individuals data was collected, male and female, aged between 18 and 85 years, characterized as belonging to a clinical or non-clinical group, who took part in the survey via the internet or in person. Respondents completed the MCMI-III, a socio-demographic questionnaire and a subgroup also answered to the Goldberg General Health Questionnaire (GHQ). Besides descriptive statistics, we performed the analysis using the Student t test, principal components analysis and internal consistency. Despite difficulties related to translating very specific English terms, the assessment by judges, experts on Millon´s theory, and the back translation, attested the adequacy of the Brazilian version. Factorial analysis indicated the grouping of translated T scale items into three factors (social activities prejudice, lack of impulse control, and oppositional behavior), by presenting a single item on a fourth factor (apparently related to seeking pleasurable stimuli). The Cronbach alpha for this set of items was 0,82, indicating an acceptable scale reliability. The data analysis resulted in distinction of scores between clinical and non-clinical groups and between men and women; the relationship between high scores on the scale T and the other scales; scores of drug users according to the declared used substance; and the relationship between high scores on T and the verification of disorder or risk on GHQ mental health factor, indicating the instrument´s adequate sensistivity in identifying psychopathologies and the relationship between the different disorders or psychopathological personality patterns. Although further studies are necessary to develop the scores transformation factors, the computerized correction tool was adequate.