A gestão das relações com clientes com base na confiança, compromisso e cooperação: estudo aplicado aos CTT Correios de Portugal

A presente dissertação pretende analisar a relevância da confiança e do compromisso na cooperação com a empresa determinante na criação de novos serviços e na manutenção de relações duradouras com os consumidores. Com base no estudo de caso dos CTT – Correios de Portugal S.A., analisam-se os principais constructos do marketing relacional e a relação com clientes numa base de trust-based marketing. A escolha do sector dos serviços prende-se com a sua importância para a economia nacional e global e com o papel fundamental das pessoas neste quadro. Nesta investigação propõe-se um modelo adaptado de estudos anteriores que integra diversas variáveis do marketing relacional, analisando a forma como se relacionam e promovem a construção de relações fortes e duradouras. A análise dos dados recolhidos fez-se a partir das respostas a 156 questionários. Os resultados mostraram que os benefícios da relação, os custos do término do relacionamento, os valores compartilhados, a comunicação, o comportamento oportunístico e a cooperação estão relacionados coma formação da satisfação, compromisso, confiança e lealdade de clientes. Esta dissertação mostra ainda que a crescente globalização dos mercados e a sua competitividade têm resultado numa maior necessidade de as organizações direccionarem as suas estratégias para a retenção de clientes por oposição à conquista de novos, uma vez que estes constituem um pilar importante para a sua sobrevivência e sucesso no médio e longo prazo. Finalmente reconhecem-se limitações do estudo e apresentam-se sugestões para trabalhos futuros.

Time-differentiated target temperature management after out-of-hospital cardiac arrest: a multicentre, randomised, parallel-group, assessor-blinded clinical trial (the TTH48 trial): study protocol for a randomised controlled trial

BACKGROUND The application of therapeutic hypothermia (TH) for 12 to 24 hours following out-of-hospital cardiac arrest (OHCA) has been associated with decreased mortality and improved neurological function. However, the optimal duration of cooling is not known. We aimed to investigate whether targeted temperature management (TTM) at 33 ± 1 °C for 48 hours compared to 24 hours results in a better long-term neurological outcome. METHODS The TTH48 trial is an investigator-initiated pragmatic international trial in which patients resuscitated from OHCA are randomised to TTM at 33 ± 1 °C for either 24 or 48 hours. Inclusion criteria are: age older than 17 and below 80 years; presumed cardiac origin of arrest; and Glasgow Coma Score (GCS) <8, on admission. The primary outcome is neurological outcome at 6 months using the Cerebral Performance Category score (CPC) by an assessor blinded to treatment allocation and dichotomised to good (CPC 1-2) or poor (CPC 3-5) outcome. Secondary outcomes are: 6-month mortality, incidence of infection, bleeding and organ failure and CPC at hospital discharge, at day 28 and at day 90 following OHCA. Assuming that 50 % of the patients treated for 24 hours will have a poor outcome at 6 months, a study including 350 patients (175/arm) will have 80 % power (with a significance level of 5 %) to detect an absolute 15 % difference in primary outcome between treatment groups. A safety interim analysis was performed after the inclusion of 175 patients. DISCUSSION This is the first randomised trial to investigate the effect of the duration of TTM at 33 ± 1 °C in adult OHCA patients. We anticipate that the results of this trial will add significant knowledge regarding the management of cooling procedures in OHCA patients. TRIAL REGISTRATION NCT01689077.

Descripción geográfica, política, militar, civil y religiosa del imperio Otomano : con una noticia relativa á su administración de justicia, á su política, á su hacienda, y á otros varios objetos, y la cronología histórica de los sultanes desde Otomán I, fundador del imperio, hasta Mohamud II, actualmente reinante /

Mode of access: Internet.

Cartilla marítima para la instrucción de los guardias marinas /

Mode of access: Internet.

Vida del beato Juan de Ribera /

Contiene: Adicion de varias cartas, memoriales, escrituras... exâminadas por la sagrada Congregacion de Ritos.

Prudentii poetae Opera virtutum cum vitiis pugna heroice carmine, hymni diurnarum rerum ab Gallic?tum ad Maturin?..., liber de divinitate in quo sunt hymnus de trinitate..., liber de origine peccatoru[rum]..., tragoediae de passione romani martyris versu Iambico... [et al.]. [Prosperi Aquitanici Epigrammata super divi Au. Augustini sententias]. Haec graece Cantica Ioannis Damasceni in thegoniam, epiphaniam p?tecosten in diem dominic? pascae in ascensionem in transfigurationem, in annuntationem. Cosmae Hierosolymitani Cantica tredecim. Cantica Mareii episcopi idrontis in magnum sabbatum. Canticum Theopharis in ann?tionem: quae o?a hab?t e regione latinam interpretationem.

ICCU,

[Libro de los sacramentos de la Santa Fe Catolica, intitulado, Directorium curatorum] /

Mode of access: Internet.

Los seis libros de la rhetorica eclesiastica o de la manera de predicar /

Mode of access: Internet.

Eusebio : parte primera sacada de las memorias que dexó el mismo /

Mode of access: Internet.

Descripción geográfica, política, militar, civil y religiosa del imperio Otomano : con una noticia relativa á su administración de justicia, á su política, á su hacienda, y á otros varios objetos, y la cronología histórica de los sultanes desde Otomán I, fundador del imperio, hasta Mohamud II, actualmente reinante /

Mode of access: Internet.

Callimachi Hymni et epigrammata:

"Coma Berenices, poema Callimachi a Catullo latine redditum": p. 49-53 at end.

Art Exhibit

Color photograph of a room with Kevorkian's paintings (left to right) "Brotherhood," "Coma," "Dawn," and "Vertigo." Photo dated June 1985. Caption by Ava Janus

Clinical characteristics of acute dysphagia in pediatric patients following traumatic brain injury

Primary Objective: To document the clinical characteristics of acute dysphagia in a group of pediatric patients after traumatic brain injury (TBI). Research Design: Prospective group study. Methods: Fourteen subjects (7 males, 7 females), aged 4 years 1 month to 15 years, with moderate or severe TBI (Glasgow Coma Scale [GCS] < 12). Subjects were assessed via clinical bedside examination documenting cognitive status, oromotor function, feeding function, dietary recommendations, and an indication of overall feeding severity Results: A pattern of impaired cognition, altered behavior related to feeding, severe tonal and postural deficits, oromotor, respiratory, and laryngeal impairments, and oral sensitivity issues was revealed. Conclusions: Swallowing impairment was affected by multilevel deficits, which both individually and in combination had a negative impact on swallowing competence and safety. In light of deficits identified, which could not be observed on videofluoroscopic investigation alone, this study highlighted the importance of the clinical bedside examination in assessing dysphagia in pediatric patients post-TBI for identifying targets for intervention.

Diffuse optical light in galaxy clusters. I. Abell 3888

We are undertaking a program to measure the characteristics of the intracluster light ( ICL; total flux, profile, color, and substructure) in a sample of 10 galaxy clusters with a range of cluster mass, morphology, and redshift. We present here the methods and results for the first cluster in that sample, A3888. We have identified an ICL component in A3888 in V and r that contains 13% +/- 5% of the total cluster light and extends to 700 h(70)(-1) kpc (similar to 0.3r(200)) from the center of the cluster. The ICL color in our smallest radial bin is V - r 0.3 +/- 0.1, similar to the central cluster elliptical galaxies. The ICL is redder than the galaxies at 400 h(70)(-1) kpc < r < 700 h(70)(-1) kpc, although the uncertainty in any one radial bin is high. Based on a comparison of V - r color with simple stellar models, the ICL contains a component that formed more than 7 Gyr ago ( at z less than 1) with a high-metallicity ( 1.0 Z(circle dot) < Z(ICL) less than or similar to 2.5 Z(circle dot)) and a more centralized component that contains stars formed within the past 5 Gyr ( at z similar to 1). The profile of the ICL can be roughly fitted by a shallow exponential in the outer regions and a steeper exponential in the central region. We also find a concentration of diffuse light around a small group of galaxies 1.4 h(70)(-1) Mpc from the center of the cluster. In addition, we find three low surface brightness features near the cluster center that are blue ( V - r 0.0) and contain a total flux of 0.1M*. Based on these observations and X-ray and galaxy morphology, we suggest that this cluster is entering a phase of significant merging of galaxy groups in the core, whereupon we expect the ICL fraction to grow significantly with the formation of a cD galaxy, as well as the infall of groups.

Near-hanging as presenting to hospitals in Queensland: Recommendations for practice

Near-hanging is an increasing presentation to hospitals in Australasia. We reviewed the clinical management and outcome of these patients as they presented to public hospitals in Queensland. A retrospective clinical record audit was made at five public hospitals between 1991 and 2000. Of 161 patients enrolled, 82% were male, 8% were Indigenous and 10% had made a previous hanging attempt. Chronic medical illnesses were documented in 11% and previous psychiatric disorders in 42%. Of the 38 patients with a Glasgow Coma Scale score (GCS) of 3 on arrival at hospital, 32% returned to independent living and 63% died. Fifty two patients received CPR, of whom 46% had an independent functional outcome. Independent predictors of mortality were a GCS on hospital arrival of 3 (AOR 150, CI 95% 12.4-1818, P