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

Modelagem matemática para o transporte de partículas sujeitas a múltiplos mecanismos de retenção

Discrepancies between classical model predictions and experimental data for deep bed filtration have been reported by various authors. In order to understand these discrepancies, an analytic continuum model for deep bed filtration is proposed. In this model, a filter coefficient is attributed to each distinct retention mechanism (straining, diffusion, gravity interception, etc.). It was shown that these coefficients generally cannot be merged into an effective filter coefficient, as considered in the classical model. Furthermore, the derived analytic solutions for the proposed model were applied for fitting experimental data, and a very good agreement between experimental data and proposed model predictions were obtained. Comparison of the obtained results with empirical correlations allowed identifying the dominant retention mechanisms. In addition, it was shown that the larger the ratio of particle to pore sizes, the more intensive the straining mechanism and the larger the discrepancies between experimental data and classical model predictions. The classical model and proposed model were compared via statistical analysis. The obtained p values allow concluding that the proposed model should be preferred especially when straining plays an important role. In addition, deep bed filtration with finite retention capacity was studied. This work also involves the study of filtration of particles through porous media with a finite capacity of filtration. It was observed, in this case, that is necessary to consider changes in the boundary conditions through time evolution. It was obtained a solution for such a model using different functions of filtration coefficients. Besides that, it was shown how to build a solution for any filtration coefficient. It was seen that, even considering the same filtration coefficient, the classic model and the one here propposed, show different predictions for the concentration of particles retained in the porous media and for the suspended particles at the exit of the media

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

Estimativa da área foliar e capacidade de retenção de calda fitossanitária em cafeeiro

This work aimed to study the influence of the coffee tree leave's sizes, cv. Mundo Novo, on the evaluation of the leaf area and its spray retention capacity. Leaf mirroring on paper, leaf digitalization and imagine analyzes (QUANT) and rectangle circumscribed to the leaf methods were compared with LiCor area meter, model 3000. The spray retention capacity was evaluated with and without adjuvant addition at 0.1 and 0.2%. There weren't influence of the leave's size on the leaf area determination's methods. The leaves spray retention capacity was altered in function of the leaf size and of the adjuvant presence or not. The bigger spray retention capacity was observed at 7.7, 13.8 and 32 cm(2) leaves area. The spray without adjuvant exhibited biggest spray retention, with 77.1 mL m(-2). The spray additions of the 0.1 and 0.2% of adjuvant reduced in 64.8 and 67.3%, respectively, the spray retention capacity.

Efeito da adição de óleos ao acaricida cyhexatin sobre o ácaro Brevipalpus phoenicis e na retenção de calda por folhas de citros

A adição de óleos à calda de pulverização, muitas vezes, é utilizada a campo sem o adequado conhecimento sobre a absorção do produto fitossanitário pelo alvo, retenção de calda e até mesmo sobre a praga e a cultura. O objetivo do trabalho foi avaliar o efeito da adição de óleos ao acaricida cyhexatin sobre o ácaro Brevipalpus phoenicis e na retenção de calda por folhas de citros. Avaliou-se a mortalidade de ácaros, utilizando-se de frutos de laranja com uma arena circundada com cola entomológica para confinar os ácaros. Adotou-se o delineamento inteiramente casualizado, em esquema fatorial, constituído pelos fatores: duas formulações de cyhexatin (WG e SC), dois tipos de óleo (mineral e vegetal) e duas concentrações dos óleos (0,5 e 1,0%), e mais dois tratamentos adicionais (acaricidas não adicionados de óleo) e uma testemunha sem aplicação. A aplicação dos produtos foi realizada sobre frutos de laranja até além do ponto de escorrimento. Logo após a aplicação, transferiram-se 10 ácaros B. phoenicis para cada fruto.A contagem dos ácaros vivos, mortos e retidos na barreira adesiva foi realizada um dia após a aplicação. Para a determinação da quantidade de calda retida, utilizaram-se folhas de laranjeira, que foram pulverizadas até além do ponto de escorrimento, adotando-se os mesmos tratamentos e o delineamento estatístico mencionados para a avaliação da mortalidade de ácaros, com exceção da testemunha sem aplicação. Determinou-se a massa de líquido retido após a aplicação dos produtos por folha, com auxílio de balança de precisão. Verificou-se que um dia após a aplicação dos produtos, todos os tratamentos apresentaram mortalidade de B. phoenicis acima de 99%. Dessa forma, a adição de óleo, seja mineral, seja vegetal, ao acaricida cyhexatin não afetou a eficácia biológica deste acaricida nas formulações SC e WG. A maior fuga de B. phoenicis para a barreira de cola foi verificada nos tratamentos com adição de óleos, em comparação ao cyhexatin aplicado isoladamente. A adição de óleo, seja mineral, seja vegetal, ao cyhexatin na calda de pulverização reduziu a quantidade máxima de líquido retido pelas folhas de citros, podendo contribuir para a redução da quantidade de calda necessária para uma boa cobertura da planta.

Biodigestão anaeróbia de dejetos de bovinos leiteiros submetidos a diferentes tempos de retenção hidráulica

Utilizando-se biodigestores contínuos, abastecidos com dejetos de bovinos leiteiros e operados sob três tempos de retenção hidráulica, avaliou-se o efeito do processo de digestão anaeróbia sobre o número de microrganismos indicadores de poluição fecal, sobre a ocorrência de ovos e larvas de helmintos parasitas de ruminantes, analisando-se também os teores de sólidos totais e voláteis do afluente e dos efluentes, bem como a produção e a qualidade do biogás produzido. Verificou-se que vinte dias de retenção hidráulica foram suficientes para reduzir significativamente o número de microorganismos indicadores de poluição fecal e a quantidade de ovos de helmintos parasitas de ruminantes. Os resultados obtidos nas análises de sólidos totais e voláteis, bem como a produção de biogás (m³/dia), permitem concluir que o biodigestor modelo Chinês operado com 20 dias de tempo de retenção hidráulica, apresentou mais eficiência. Vale ressaltar que vinte dias de retenção foram insuficientes para impedir a sobrevivência de larvas de helmintos parasitas de ruminantes.

Diagnósticos de enfermagem em pacientes submetidos à hemodiálise: semelhanças entre o modelo de adaptação e a NANDA internacional

The nurses in the hemodialysis has an important role in the nursing process implementation, in the context of a theoretical referential. Among the nursing theories, highlights the Roy´s adaptations model, who considers a person as an holistic adaptive system that aims to adapt customers to different living conditions. Thus, it is believed that the Roy´s nursing process will guide nursing care to patients on dialysis. Therefore, the study aimed to analyze the nursing diagnosis present in patients with chronic kidney disease on hemodialysis based on the theoretical model of Roy and NANDA-International. Descriptive and cros-sectional study, performed at a dialysis center in a city in northeastern Brazil. Sample of 178 patients and consecutive sampling by convenience. Data collection ocurred from October/2011 until February/2012, through interview and physical examination forms. Data analysis was initiated by clinical reasoning, diagnosis judgment and similarity relation. Then, the data were entered into SPSS program, 16.0 version, generating descriptive statistics. The project was approved by the Ethics Research Committee (protocol nº 115/11) with a Presentation Certificate for Ethics Appreciation (in 0139.0.051.000-111) and was funded by the Universal edict MCT / CNPq 14/2010. The results revealed that most patients were male (52.2%), married (62.9%) and residents in the Natal´s metropolitan region (54.5%). The mean age was 46.6 years and the years of study, 8,5. Regarding nursing diagnosis obtained an average of 6.6, especially: Risk of Infection (100%), excessive fluid volume (99.4%) and hypothermia (61.8%). On the other hand the adaptive problems average was 6.4, and the most common: intracellular fluid retention (99.4%); Hyperkalemia (64.6%); Hypothermia (61.8%) and edema (53.9%). Were established 20 similarity relations between the NANDA-International nursing diagnosis and adaptive problems of Roy, namely: risk of falls / injury risk and potential for injury, impaired physical mobility and walking mobility and / or restricted coordination, dressing self-care deficit and loss of self-care ability; hypothermia and hypothermia; impaired skin integrity and impaired skin integrity; excessive fluid volume and intracellular fluid retention / Hyperkalemia / Hypocalcemia / edema; imbalanced nutrition: less than body requirements and Nutrition less than the body's needs; constipation and constipation, acute pain and acute pain, chronic pain and chronic pain, sensorial perception disturbed: visual, tactile and auditory disabilities and a primary sense: sight, hearing and tactile; sleep deprivation and insomnia, fatigue and intolerance to activities; ineffective self health and fails in the role; sexual dysfunction and sexual dysfunction; situational low self-esteem and low self-esteem, and diarrhea and diarrhea. We conclude that there is similarity between the typologies and was required a model´s analysis, because they present different ways to establish the nursing diagnosis. Moreover, the nursing process use, under the context of a theory and a classification system, subsidizes the care and contributes to the strengthening of nursing science

Número mínimo de tensões para determinação da curva característica de retenção de água de um latossolo vermelho eutrófico sob sistema de semeadura direta

Para o conhecimento do comportamento físico-hídrico do solo, é fundamental a determinação da curva de retenção de água (CRA). A aquisição de dados para obtenção da CRA envolve processos demorados e custos elevados. A hipótese deste estudo foi a de que é possível determinar a CRA com menor número de tensões, reduzindo seu tempo de obtenção, sem, contudo, comprometer a acurácia dos resultados. Assim, o objetivo deste trabalho foi determinar quais tensões podem ser utilizadas para determinação da CRA de Latossolo Vermelho eutrófico de maneira acurada e em menor tempo. Foram determinados os conteúdos de água retidos em amostras de um Latossolo Vermelho eutrófico sob sistema de semeadura direta (SSD). As tensões utilizadas na determinação dos conteúdos de água foram: 0, 10, 20, 40, 60, 80, 100, 200, 300, 500, 700, 1.000, 3.000, 5.000 e 15.000 hPa. Os dados foram combinados e determinaram-se 450 CRAs ajustadas pelo modelo de van Genuchten. Os parâmetros α, m, n e Ug res, gerados pelo modelo, foram submetidos à análise de variância (teste F) e as médias comparadas pelo teste de Scott-Knott (p = 0,05). A hipótese deste estudo foi confirmada, ou seja, é possível determinar a CRA com menor número de tensões, reduzindo seu tempo de obtenção em até cinco vezes, sem, contudo, comprometer a acurácia dos resultados. A tensão de 15.000 hPa deve estar contida na combinação de tensões a serem utilizadas para determinação da curva característica de retenção de água, quando se emprega o modelo matemático de van Genuchten para ajuste dos dados. As curvas características de retenção de água do solo, definidas com as combinações de tensões (0, 60, 700 e 15.000 hPa), (0, 80, 700 e 15.000 hPa), (0, 100, 1.000 e 15.000 hPa), (0, 20, 60, 100, 700 e 15.000 hPa), (0, 80, 300, 700 e 15.000 hPa) e (0, 100, 300, 1.000 e 15.000 hPa), sendo os dados ajustados ao modelo de van Genuchten, proporcionaram estimativas dos conteúdos de água, retidos no Latossolo Vermelho eutrófico sob sistema de semeadura direta, com a mesma acurácia, quando comparada à curva de referência partindo-se de um conjunto de 15 valores de tensões.

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

Utilização de modelos matemáticos para estimar a retenção de minerais em cabras durante a gestação

O trabalho foi realizado com o objetivo de estimar a retenção de elementos minerais durante a gestação de cabras com um ou dois fetos, utilizando-se diferentes modelos matemáticos. A estimativa de retenção foi baseada na diferença entre o total de cada mineral depositado no feto, útero, membranas, fluídos fetais e glândula mamária dos animais nas diferentes etapas da gestação e o total de cada mineral armazenado nas cabras vazias, utilizando-se os modelos de predição: ln Y = A - B e -C X ; Y = A e B X e ln Y = A + Bx + Cx², em que x = tempo de gestação. Comparando-se a estimativa com os valores reais obtidos, verificou-se que o modelo proposto ln = A+Bx+Cx², explicou com coerência e precisão o comportamento biológico da retenção de minerais durante todas as fases da gestação.

Modelagem de equações estruturais na análise de dados de serviços em comunicações móveis

In recent decades, changes have been occurring in the telecommunications industry, allied to competition driven by the policies of privatization and concessions, have fomented the world market irrefutably causing the emergence of a new reality. The reflections in Brazil have become evident due to the appearance of significant growth rates, getting in 2012 to provide a net operating income of 128 billion dollars, placing the country among the five major powers in the world in mobile communications. In this context, an issue of increasing importance to the financial health of companies is their ability to retain their customers, as well as turn them into loyal customers. The appearance of infidelity from customer operators has been generating monthly rates shutdowns about two to four percent per month accounting for business management one of its biggest challenges, since capturing a new customer has meant an expenditure greater than five times to retention. For this purpose, models have been developed by means of structural equation modeling to identify the relationships between the various determinants of customer loyalty in the context of services. The original contribution of this thesis is to develop a model for loyalty from the identification of relationships between determinants of satisfaction (latent variables) and the inclusion of attributes that determine the perceptions of service quality for the mobile communications industry, such as quality, satisfaction, value, trust, expectation and loyalty. It is a qualitative research which will be conducted with customers of operators through simple random sampling technique, using structured questionnaires. As a result, the proposed model and statistical evaluations should enable operators to conclude that customer loyalty is directly influenced by technical and operational quality of the services offered, as well as provide a satisfaction index for the mobile communication segment

Degradação luminosa e retenção foliar dos corantes azul brilhante FDC-1 e amarelo tartrasina FDC-5 utilizados como traçadores em pulverizações

Três estudos foram conduzidos no Núcleo de Pesquisas Avançadas em Matologia (NUPAM) pertencente à UNESP/FCA - campus de Botucatu-SP, com o objetivo de avaliar a estabilidade dos corantes Azul Brilhante FDC-1 e Amarelo Tartrasina FDC-5 quanto a diferentes períodos de exposição à luz solar e contato com folhas de Eichhornia crassipes. No primeiro estudo, soluções de 0,3125, 0,625, 1,25, 2,5, 5, 10 e 20 ppm dos corantes Azul Brilhante FDC-1 e Amarelo Tartrasina FDC-5 foram acondicionadas em tubos de quartzo hermeticamente fechados e submetidos a 0, 0,5, 1, 2, 4, 6 e 10 horas de exposição à luz solar e ao escuro. Ao final de cada período, amostras de 10 mL foram retiradas dos tubos e analisadas. No segundo estudo, os tratamentos foram dispostos no esquema fatorial 2x7: duas condições luminosas (escuro e pleno sol) e sete períodos de exposição (0, 0,5, 1, 2, 4, 6 e 10 horas), com seis repetições. Com o auxílio de micropipeta, oito gotas de 5 µL das soluções Azul Brilhante e Amarelo Tartrasina a 4.000 ppm foram depositadas em placas de Petri de vidro. Após o término dos períodos de exposição, as placas foram lavadas com 50 mL de água destilada, com o objetivo de extrair o corante depositado sobre elas. No terceiro estudo, adotaram-se os mesmos tratamentos do segundo experimento, com quatro repetições, porém as soluções foram depositadas sobre as folhas de plantas de Eichhornia crassipes. Foram adotados também os mesmos procedimentos de extração dos corantes após o término dos períodos de exposição. As soluções finais obtidas nos três estudos foram submetidas à leitura óptica de absorbância em espectrofotômetro UV-visível nos comprimentos de onda de 630 e 427 nm, para os corantes Azul Brilhante FDC-1 e Amarelo Tartrasina FDC-5, respectivamente. As várias concentrações das soluções de ambos os corantes não sofreram degradação pela luz solar quando submetidas aos vários períodos de incidência luminosa nos tubos de quartzo (ambiente fechado), visto que as curvas de recuperação apresentaram equações semelhantes àquelas concentrações que foram mantidas no escuro. A mesma estabilidade também foi observada quando os corantes foram submetidos à luz solar em ambiente aberto, ou seja, nas placas de Petri. O corante Amarelo Tartrasina também se apresentou muito estável quando depositado sobre as folhas de E. crassipes, independentemente da exposição ou não à luz solar. Para o corante Azul Brilhante, ocorreram significativas perdas de 7,8 e 18,6% quando esteve depositado na superfície da folha de aguapé pelo período de 10 horas sob condições de escuro e plena luz solar, respectivamente.