Marketing de relacionamento em um provedor de internet: um estudo comparativo que considera a visão gerencial e a percepção dos clientes

The current paper aims at analyzing customer retention in Internet provider services. For this study, we sought to understand what are the client's expectations regarding the services available and compare them with management perception in relation to the use of those services. Identifying the coherence level between the two points of view, management and client, it is possible to pinpoint how service is assessed in real conditions. Then, from this point on, a new vision can be implemented on available services, and new customer service strategies aiming at best serving to their expectation and need, can be rethought. The exploratory research was utilized. It was based on case study, and quantitative and qualitative methods were used. The quantitative method was done by applying the cluster technique with six variables of control derived from the six main services, whose definition was done through qualitative survey of the internal management team. Then, an structured interview with 443 clients, from a probabilistic sample of 800 costumers. The total number of active clients of the internet provider is of 10.677. Client perception in relation to services varied, if compared with the four services that were under the managerial metric method, this comparison showed a more positive evaluation than the real use of the service. Thus, it was observed that the value of each service available for the client depends on his/her perception of it, regardless of using or not the offered service. As a result, it is possible to understand which services offered by the company under study effectively contribute to a good client-company relationship, and the upkeep of those clients

A importância das redes de relacionamento para se formar uma parceria : um estudo de caso na ALESAT

This paper consists in a study case at the Alesat company, which aims at analyzing how the networks from the former companies Ale and Sat influence the formation of partnerships. The study was based on literature by Burt (1992), Granovetter (1973), Uzzi (1997), Contractor and Lorange (1988), Gulati (1998), Child and Faulkner (1998), and others, to verify how important the social relations were between the companies to the formation of a strategic alliance. The research method we adopted analyzed the first partnership between Ale and Sat and the last one that ended up with the merger of the companies resulting in a new company, Alesat. Semi-structured interviews were conducted in 2008 with the council board of the company. Secondary data were also collected from specific web sites from the area, such as ANP, Sindicom and Fecombustíveis, as well as from important newspapers in the market. The primary data were analyzed through the content analysis technique from Triviños (1987). The secondary data were analyzed through the documental analysis technique from Richardson (1985). This way, through the data collected, it can be concluded that the social ties between the companies were important in the partnership, and among the reasons that made the companies get together, the key one was the fact that the union would make possible to the companies act in regions in which they didn t have too much market share, making them a bigger player nationally wise

Gestão do marketing de relacionamento: um estudo em empresas hoteleiras de Natal - RN

The present study it analyzes the Management of the Marketing of strategy Relationship as distinguishing for the host s companies of the city of Natal - RN. To carry through this analysis interviews with managers had been carried through, as well as the direct comment of processes, documents, actions and strategies developed for the hotels, with intention to know the level of perception and valuation of the relationship with customers, to verify resources and technologies used in the Management of the Relationship Marketing, identification, segmentation and differentiation of customers, personalization of products and services, and results of the emphasis in the relationship with customers for the host s companies. The research can be classified as exploratory - descriptive, and its universe is limited to the city of Natal, having enclosed hotels that have carried through tourist activity in 2005 and 2006. Still on the criteria of election of the sample, the study it investigated host s companies who if fit in the category superior luxury, or either, five stars, pertaining the national nets and international. How much to the treatment and analysis of the data the was made to leave of the theoretical support of the authors who work the thematic one and of the analysis of the interviews with managers, documents and processes observed for the researcher in the studied hotels. The research sample that the interviewed ones understand the importance to work the Management of the Marketing of Relationship in the host s companies me intention to get sustainable competitive advantage. One still evidenced that the searched hotels make use of strategies and instruments of Management of the Marketing of Relationship, however without an ample theoretical knowledge and yes only as base in the experience of the managers and spread processes already, generating one moment competitive advantage and not relationships of long duration

Aspectos de patogenicidade e relacionamento genético de isolados clínicos vaginas e anais de Candida albicans oriundos de pacientes com candidíase vulvovaginal

Vulvovaginal candidiasis (VVC) is one of the most common causes of vaginitis and affects about 75% of women of reproductive age. The majority of cases (80 to 90%) are due to C. albicans, the most virulent species of the genus Candida. Virulence attributes are scarcely investigated and the source of infection remains uncertain. Objective: This study aimed to evaluate the virulence factors and genotypes of clinical isolates of C. albicans sequentially obtained from the anus and vagina of patients with sporadic and recurrent VVC. Materials and methods: We analyzed 62 clinical isolates of C. albicans (36 vaginal and 26 anal strains). Direct examination of vaginal and anal samples and colony forming units (CFU) counts were performed. Yeasts were identified using the chromogenic media CHROMagar Candida® and by classical methodology, and phenotypically characterized regarding to virulence factors, including the ability to adhere to epithelial cells, proteinase activity, morphogenesis and biofilm formation. The genotypes of the strains were investigated with ABC genotyping, microsatellite genotyping with primer M13 and RAPD. Results: We found 100% agreement between direct examination and culture of vaginal samples. Filamentous forms were present in most of the samples of vaginal secretion, which presented CFU counts significantly higher than the samples of anal secretion. There was no statistically significant difference between virulence factors of infecting vaginal isolates and those presented by colonizing anal isolates; as well as for the comparison of the vaginal isolates from patients with different clinical conditions (sporadic or recurrent VVC). There was a decrease in the ability to adhere to HBEC, morphogenesis and biofilm formation of the vaginal isolates during the progress of infection. There was an association between the ability to express different virulence factors and the clinical manifestations presented by the patients. Genotype A was the most prevalent (93.6%), followed by genotype C (6.4%). We found maintenance of the same ABC genotype and greater prevalence of microevolution for the vaginal strains of C. albicans sequentially obtained. Vaginal and anal isolates of C. albicans obtained simultaneously from the same patient presented the same ABC genotype and high genetic relatedness. Conclusion: It is noteworthy that the proliferation of yeast and bud-to-hypha transition are important for the establishment of CVV. The expression of virulence factors is important for the pathogenesis of VVC, although it does not seem to be determinant in the transition from colonization to infection or to the installation of recurrent condition. Genotype A seems to be dominant over the others in both vaginal and anal isolates of patients with VVC. The most common scenario was microevolution of the strains of C. albicans in the vaginal environment. It is suggested that the anal reservoir constituted a possible source of vaginal infection, in most cases assessed

Federalismo cooperativo e o exercício da competência administrativa ambiental

This paper aims to discuss the conflicts of competence in environmental matters, as well as the legitimacy of the normative acts in the exercise of jurisdiction effected environmental management. For this work, addresses the issue of federalism, North American (dual) and German (cooperative), deepening its historical and theoretical fundamentals, as well as the influences on the evolution of the ideological matrix of Brazilian federalism. Distinguishes itself around the problem the theoretical and abstract discussion involving the constitutional division of powers, and the issue of his relationship with the vicissitudes in the embracement of environmental matters that invariably leads to mistakes in the exercise of jurisdiction environmental management. Its highlight the existence of a framework environmental law, embodying the principles themselves as well as a specific object of authority, which qualifies a different interpretation of the rules of constitutional powers as well as influencing the acting agent of government in managing the public good environment. The study represents an exploratory research as it investigates the depths of the institutes are in evidence not only with satisfying its practical outcome. For this to happen, explores bibliographical sources and identified by the science of law as more important, as the search for social-political boundary which takes the issue studied in their historical and contextual materiality, whose study is essential for a complete understanding of the topic . The dialectic that arguments have been constructed throughout the monograph, attempts to pass a critical way to expose the author's ideas, which considers as essential in the arrival of new questions

O licenciamento ambiental pelos municípios: uma análise sobre o federalismo cooperativo adotado pela Constituição Federal

In complex federal systems as that found in Brazil, which provides simultaneous attributions to of the Union, States and Cities in many aspects, the definition of performance limits of each of these entities, in procedural or material aspect, generates many (positive and/or negative) competence conflicts, bringing insecurity to general administered. Environmental licensing is one of the most important instruments of environmental management, seeking the realization of the fundamental right to an ecologically balanced and sustainable development. Despite its importance, the environmental licensing has not been more effective due the conflict related to the authority to regulate regardind environmental law. This essay will analyze the structure of competence distribution for conducting the environmental licensing processes, the conflict between laws, the performance of the municipal environmental agencies, the cooperation between the licensing agencies and the future about the additional regulatory law of article 23 of Federal Constitution

Um ambiente de suporte ao trabalho cooperativo com aplicação à telemedicina

This dissertation presents a cooperative virtual multimedia enviroment for employing on time medical Field, using a TCP/IP computer network. The Virtual Diagnosis Room environment make it possible to perform cooperative tasks using classical image processing. Synchronous and assynchronous text conversation (chat) and content markup, in order to produce remote cooperative diagnosis. The dissertation also describes the tool in detail and its functions, that enables the interaction among users, along with implementation detals, contributions and weakness of this work

Mecanismos de segurança para um sistema cooperativo de armazenamento de arquivos baseado em P2P

Previous works have studied the characteristics and peculiarities of P2P networks, especially security information aspects. Most works, in some way, deal with the sharing of resources and, in particular, the storage of files. This work complements previous studies and adds new definitions relating to this kind of systems. A system for safe storage of files (SAS-P2P) was specified and built, based on P2P technology, using the JXTA platform. This system uses standard X.509 and PKCS # 12 digital certificates, issued and managed by a public key infrastructure, which was also specified and developed based on P2P technology (PKIX-P2P). The information is stored in a special file with XML format which is especially prepared, facilitating handling and interoperability among applications. The intention of developing the SAS-P2P system was to offer a complementary service for Giga Natal network users, through which the participants in this network can collaboratively build a shared storage area, with important security features such as availability, confidentiality, authenticity and fault tolerance. Besides the specification, development of prototypes and testing of the SAS-P2P system, tests of the PKIX-P2P Manager module were also performed, in order to determine its fault tolerance and the effective calculation of the reputation of the certifying authorities participating in the system

Planejamento cooperativo de tarefas em um ambiente de futebol de robôs

Este trabalho apresenta o desenvolvimento de um método de coordenação e cooperação para uma frota de mini-robôs móveis. O escopo do desenvolvimento é o futebol de robôs. Trata-se de uma plataforma bem estruturada, dinâmica e desenvolvida no mundo inteiro. O futebol de robôs envolve diversos campos do conhecimento incluindo: visão computacional, teoria de controle, desenvolvimento de circuitos microcontrolados, planejamento cooperativo, entre outros. A título de organização os sistema foi dividido em cinco módulos: robô, visão, localização, planejamento e controle. O foco do trabalho se limita ao módulo de planejamento. Para auxiliar seu desenvolvimento um simulador do sistema foi implementado. O simulador funciona em tempo real e substitui os robôs reais. Dessa forma os outros módulos permanecem praticamente inalterados durante uma simulação ou execução com robôs reais. Para organizar o comportamento dos robôs e produzir a cooperação entre eles foi adotada uma arquitetura hierarquizada: no mais alto nível está a escolha do estilo de jogo do time; logo abaixo decide-se o papel que cada jogador deve assumir; associado ao papel temos uma ação específica e finalmente calcula-se a referência de movimento do robô. O papel de um robô dita o comportamento do robô na dada ocasião. Os papéis são alocados dinamicamente durante o jogo de forma que um mesmo robô pode assumir diferentes papéis no decorrer da partida

O amor pode ser virtual? O relacionamento amoroso pela Internet

Este estudo teve como finalidade contribuir para o entendimento de uma nova modalidade de relacionamento - o virtual. Dele participaram 50 usuários brasileiros da Internet, que responderam a um questionário contendo 31 questões sobre opiniões e comportamentos relacionados a afetividade e relacionamento virtual. A amostra foi composta, em sua maior parte, por homens, adultos jovens, solteiros, sem filhos, dos níveis socioeconômicos médio e alto. Verificou-se que os sujeitos acreditam na possibilidade de relacionamentos virtuais em uma fase inicial, no entanto relataram necessidade do contato face a face para sua continuidade. Observou-se também alta freqüência de usuários de chats de conversação considerados viciados na Internet. A partir dos resultados obtidos, concluiu-se que não houve mudanças comportamentais e afetivas radicais com essa nova forma de relacionamento, mas os dados sugerem a importância de mais pesquisas para esclarecer as conseqüências do relacionamento virtual e do uso exagerado da Internet como forma de comunicação social.

Relacionamento de diferentes domínios da atividade física habitual com indicadores de risco cardiovascular em adultos jovens do sexo masculino

Objectives: To analyze different physical activities domains in healthy adults and correlate with cardiovascular risk factors. Methods: The sample was composed by 32 Physical Education undergraduate students, with mean age of 22.6 years old. Adiposity was assessed by waist circumference (WC), body mass index (BMI) and bioelectrical impedance. Additionally, fast glucose (10-12 hours), systolic (SBP) and diastolic (DBP) blood pressure were assessed. Physical activity level was assessed by questionnaire (Baecke et al., 1982). Results: sports activities and leisure time were not related with cardiovascular risk factors. However, job activities were negatively related with %BF, SBP and DBP. Conclusion: Different physical activity domains should be considered when analyzing its associations with health indicators.

Relacionamento conjugal, problemas de comportamento e habilidades sociais de pré-escolares

Variáveis do relacionamento conjugal e relacionamento pais-filhos podem afetar o comportamento das crianças. O objetivo deste trabalho é comparar relatos de pais e mães de pré-escolares com e sem problemas de comportamento, quanto ao relacionamento conjugal. Participaram 48 casais, distribuídos em dois grupos: pais biológicos de crianças com problemas de comportamento e pais biológicos de crianças socialmente habilidosas, segundo avaliação de professores. Os pais foram entrevistados, individualmente, sobre expressão de carinho, comunicação conjugal, características positivas e negativas do cônjuge e qualidade do relacionamento conjugal. Foram encontrados alguns resultados na direção esperada. Os casais com criança socialmente habilidosa foram mais positivos quanto à comunicação e características do cônjuge. Não foram encontradas diferenças na expressão de carinho.

Aspectos do cuidado cooperativo em dois grupos de Callithrix jacchus selvagens

The Callitrichidae family presents cooperative breeding, where breeders and non breeders take care of the offspring. The aspects of care analyzed in this study were infant carrying, supervision, proximity and food transfer. Three sets of infants from two wild groups of Callithrix jacchus were studied in the environments of Caatinga (Assu group) and Atlantic Forest (Jundiaí group). The methods used in the study were instantaneous focal sampling (infant carrying, supervision and proximity) and continuous focal sampling (food transfer). In the two sets observed in Assu group, the father carried and transferred food to infants more than the rest of the group. The biggest contribution in supervision was from the father and from another adult male. The members that remained in proximity to the infants in both groups were the younger in the groups (juveniles and sub-adults). In the Jundiaí group, the father and the adult male helper of the group were the main caregivers; one of the sub-adult females was responsible for supervision of the infants. With the disappearance of the reproductive male and one of the sub-adults females in 3º month of infants life, the care was redistributed and the only adult male left in the group was the animal that contributed more in provisioning of the infant. In the Assu group, there were adult females in its composition which were involved in agonistic interactions with breeders and adult males, and seemed to influence their low participation in care. Food transfer initiates early in the development of the infants, as a way to encourage nutritional independence. Different types of food transfer (active food transfer, food steal, food steal attempt, passive food transfer and food handling) were observed in the study and frequency of each one varied with developmental phase and tolerance by the members. One relevant data of the study was the presence of active food transfer in Assu group, since in literature there are very few registers of this type of transfer for this species. It is important that groups from distinct environments and composition be studied for a better understanding of the dynamics of infants development

Elaboração e avaliação de indicadores comportamentais de aderência ao tratamento hemodialítico

Introduction: This work intents to characterize behavioral indicators of tack to the hemodialysis treatment in a sample of carrying patients of chronic kidney failure (CKF) in the great Natal/RN. The therapeutical adherence represents the agreement degree between the patient behavior and the health team lapsings. The CKF is the gradual and irreversible loss of the renal function, being the hemodialysis treatment an important alternative to assist or to substitute the kidneys. Method: The sample consisted in 80 chronic kidney patients in hemodialysis treatment in two located clinical centers in the region of the great Natal, RN. It was used as instruments (a) a protocol of clinical data collection, (b) the Millon Index of Personality Styles (MIPS) and (c) a script of halfstructuralized interview. Results: The results show a balance between the genders (51% of female and 48.8% of the male sex), average age and equal average time of dialysis respectively to the 43,4 years (±13,25 years) and 22,04 years (±4,24 years). The marital status of half of the sample is married, predominating basic education (43.6%) and a familiar income until a minimum wage (43.8%). It had been defined six physicianlaboratorial indicators to evaluate the therapeutical adherence, further the use of the evaluation of the health team and the patient themselves. Thus, there was an average adherence around 55.97% of the sample ±18.37%). However only between selfassessment of the patients about the adherence and the assessment made by blood pressure post-dialysis indicated a significant association (p=0,029, qui-square test). On the other hand, there was a significant association (p <0.05, chi-square test) among the criteria for treatment adherence and issues investigated in the interview - the perception on the quality of the health services provided to patients, the difficulties following the prescribed diet, the characterization of the days between dialysis sessions and the perception of patients about the dialysis sessions. It was also noted a significant association (p <0.05, Levene test) between adherence to therapy and scales that constitute the MIPS. The health team characterized the patients more adherent behavior as an attitude of acceptance of the treatment, looking actively for their implementation, for more information and knowledge, and establishing a positive communication with the team and with other patients. Similar results were confirmed by the MIPS evaluation. According to that assessment the more compliant patients adopt a more optimistic attitude, trying to act or adapt themselves to their environment, processing cognitively both concrete and objective information, such as more speculative and symbolic information. In addition they establish a gregarious, cooperative, submissive and flexibly pattern of interpersonal relationships to social demands. These characteristics managed to explain 55.7% of the adherence variation according the health team and 23.3% of the variation according the CaxP laboratory indicator. Conclusions: The MIPS shown to be able to identify the most and least adherent to therapy patients. The use of different adherence indicators is important for an evaluation covering the different facets of this process. The adhesion levels are observed within registered by the relevant literature. There is need for further studies with a larger sample to deepen the data findings in this work

Relacionamento terapêutico com criança no período perioperatório: utilização do brinquedo e da dramatização

Este estudo de caso tem o objetivo de analisar o relacionamento terapêutico desenvolvido entre aluna de enfermagem e uma criança de 3 anos , durante o período perioperatório, utilizando o brinquedo e a dramatização para facilitar a explicação dos procedimentos e dos objetos do hospital para a criança.Ouso do brinquedo mostrou-se uma forma adequada para comunicar-se efetivamente com a criança, e para prepará-la para a intervenção cirúrgica, pois, através da dramatização, ela participou ativamente dos procedimentos, mostrando que compreendia e aceitava o que estava acontecendo,nãoapresentando em nenhum momento medo ou ansiedade diante do ambiente do hospital e dos procedimentos cirúrgicos. Ao final do relacionamento, a mãe e a equipe cirúrgica avaliaram positivamente o preparo da criança para a cirurgia.