939 resultados para Work Satisfaction
Resumo:
This paper assesses the validity and reliability of two instruments measuring quality of service, the SERVPERF and SERVQUAL scales, replicated in a novel cultural settings, a Portuguese energy company. To provide insights and strategies for managerial intervention, a relation between customers satisfaction and quality of service is established. The empirical study suggests a superior convergent and predictive validity of SERVPERF scale to measure quality of service in this settings when comparing to SERVQUAL. The main differences of this study with previous ones, are that this one resorts on a confirmatory factor analysis, the validation of the instruments is performed by using the same measures suggested by their creators and extends the line of research to a novel cultural settings, a Portuguese energy company. Concerning the relationship between service quality and customers satisfaction, all of the quality of service attributes correlate almost equally to the satisfaction ones, with a lower weight concerning tangibles.
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By acknowledging and dissecting the interconnected roles of customer satisfaction, quality, and strategic planning, this paper provides an analytical framework for creating a customer-driven organization and culture. It shows how quality starts and ends with the customer. Companies that are achieving long-term continuous improvement in quality tailored to customer satisfaction possess lasting characteristics such as customer orientation, customer consciousness, and customer responsiveness. In doing so, they liberate the quality concept from the narrow product or service focus to encompass total conformance to customer requirements in spite of the existing functionalization and departmentalization of modern complex structures. In addition to these key components, a customer-driven organization demands building and nurturing a customer satisfaction culture and value system that makes quality improvement and heightened concern for customer satisfaction a permanent aspect of organizational life.
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Despite the still present hegemony of the structural-functionalist orthodoxy, the mid 1980's witnesses the insurgence of new philosophical approaches. This body of work had become a vital intellectual and ideological resource for those who wanted to confront the functionalist dominance in organization studies, such as structuration theory, labour process theory and neoinstitutionalist theory. The purpose of this paper is to review the incorporation of Bourdieu's work into neoinstitutionalism. I argue that this appropriation has resulted in a significant loss of theoretical strength. By giving place to the cognitivist metaphors of mental models, "scripts" and "schemas", instead of adopting the notion of habitus, neoinstitutionalism reinforces some of the ever-present dichotomies in social sciences, especially those of agency/structure and individual/society. While neoinstitutionalism was refining the cognitive approach in the 1990's, Bourdieu was moving towards psychoanalysis. Some indications for future research are provided in the concluding notes.
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This article presents the results of a research to understand the conditions of interaction between work and three specific information systems (ISs) used in the Brazilian banking sector. We sought to understand how systems are redesigned in work practices, and how work is modified by the insertion of new systems. Data gathering included 46 semi-structured interviews, together with an analysis of system-related documents. We tried to identify what is behind the practices that modify the ISs and work. The data analysis revealed an operating structure: a combination of different practices ensuring that the interaction between agents and systems will take place. We discovered a structure of reciprocal conversion caused by the increased technical skills of the agent and the humanization of the systems. It is through ongoing adjustment between work and ISs that technology is tailored to the context and people become more prepared to handle with technology.
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Literature shows that there are significant associations between health and happiness. Various countries are considering, contemplating or formally incorporating the happiness variable into their public health policies. Moreover, the private sector has shown interest in the topic. Based on that This article examines the biases in the perception of satisfaction with life among young adults in two Brazilian cities. The study explores the associations between aspects of life and perception of happiness because public policies associated with happiness require an improved understanding of the subjectivity of the sense of well-being. A survey conducted among 368 college students enabled analysis through Multivariate Analysis of Covariance (MANCOVA) and linear regression. The results suggest that, although there were no significant differences in general satisfaction with life between the two cities, there were indications of focusing illusion in the perception of happiness caused by expectations arising from the feeling of personal insecurity in a metropolis.
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Pretende defender que a educao contnua e ao longo da vida para o Servio Social deve levar em conta os caminhos e as perspectivas que ultrapassam a arena da prosso do assistente social, e essa educao deve dialogar com os avanos nas vidas e nos trabalhos prossionais. Os assistentes sociais podem desta maneira moverem-se entre a prtica, a gesto, a poltica prossional e a educao. Desde a experincia pr-qualicadora at reforma, a avaliao e a superviso podem ajudar a desenvolver caminhos prossionais e planos de educao relevantes. O exemplo deste processo de educao contnua multiprossional em St. Christophers Hospice London pode ajudar a compreender como as pessoas podem desenvolver-se como pessoas e nos seus projectos prossionais.
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So aqui analisados os discursos sobre as tendncias gerais na teoria de Servio Social. Estes discursos sobre o papel do Servio Social so tratados no contexto da sociedade, bem como do cliente -assistente scial -agncia. A teoria da prtica representa um discurso entre as perspectivas de Servio Social nos seus aspectos transformacionais, teraputicos e de ordem social. So tambm abordadas as suas vrias combinaes e interaces em todo o tipo de prtica e organizao de Servio Social. O discurso sobre a eccia baseiase em estudos comprovados da construo social, potenciao (empowerment), e realismo crtico ainda polmico. A prtica reflectiva e crtica constitui os modelos actuais que interligam a teoria e a prtica.
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A globalizao tem provocado alteraes importantes na educao e na prtica de Servio Social. Estas tm a ver com a privatizao, dependncia do mercado, e a nova gesto. Estes factores determinam a resposta dos assistentes sociais aos clientes e a maneira como so tratados como empregados. Os formadores de Servio Social devem integrar nos seus currculos os elementos associados com a globalizao, os conhecimentos e as competncias necessrias para a prtica em contextos diversicados, e a potenciao (empowerment) dos clientes. um desafio que est aberto para os planeadores da formao em Servio Social. A Unio Europeia tem todo interesse em avanar com uma globalizao inclusiva, solidariedade social e justia social atravs de Servio Social relevante. Existem todavia muitos obstculos que precisam de ser previstos, contornados e ultrapassados.
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Muitos historiadores, particularmente estrangeiros, que vem Portugal de fora, tm-se mostrado crticos do mau desempenho do imprio colonial portugus.Aintolerncia religiosa, uso excessivo de fora para conseguir o monoplio de especiarias, so alguns aspectos que mereceram crticas mais duras [Devo admitir que fui eu um destes crticos!] mas quase sempre bem fundamentadas e difceis de rejeitar. Mas preciso admitir que a histria colonial portuguesa tambm feita de elementos positivos e menos violentos. Os portugueses devem ser considerados pioneiros de assistncia social atravs das suas polticas inovadoras que providenciaram cuidados para os doentes e desgraados, embora estas polticas no abrangessem os sujeitos no-Cristos do imprio.
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Revista Lusfona de Cincias Sociais
Resumo:
Revista Lusfona de Cincias Sociais
