Linking customer satisfaction, quality, and strategic planning

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.

E-service em bibliotecas: gera ao de valor para pesquisadores por meio de coopera ao indireta

O conceito de cooperação indireta aplicado a dados de transações de empréstimos do acervo de uma biblioteca pode ser usado para gerar recomendações de itens relevantes para usuários e pesquisadores. O modelo proposto utiliza a Análise de Agrupamentos e a Análise de Cestas e tem aplicabilidade direta em livrarias virtuais, podendo ser adaptado a praticamente qualquer tipo de empreendimento em e-business.

Knowledge cities: a taxonomy for analyzing software and information service clusters

Software and information services (SIS) have become a field of increasing opportunities for international trade due to the worldwide diffusion of a combination of technological and organizational innovations. In several regions, the software industry is organized in clusters, usually referred to as "knowledge cities" because of the growing importance of knowledge-intensive services in their economy. This paper has two primary objectives. First, it raises three major questions related to the attractiveness of different cities in Argentina and Brazil for hosting software companies and to their impact on local development. Second, a new taxonomy is proposed for grouping clusters according to their dominant business segment, ownership pattern and scope of operations. The purpose of this taxonomy is to encourage further studies and provide an exploratory analytical tool for analyzing software clusters.

Sponsoring, brand value and social media

The increasing involvement of individuals in social media over the past decade has enabled firms to pursue new avenues in communication and sponsoring activities. Besides general research on either social media or sponsoring, questions regarding the consequences of a joint activity (sponsoring activities in social media) remain unexplored. Hence, the present study analyses whether the perceived image of the brand and the celebrity endorser credibility of a top sports team influence the perceived brand value of the sponsoring firm in a social media setting. Moreover, these effects are compared between existing customers and non-customers of the sponsoring firm. Interestingly, perceived celebrity endorser credibility plays no role in forming brand value perceptions in the case of the existing customers. Implications for marketing theory and practice are derived.

Brand equity in the Pakistani hotel industry

Brand equity is considered as the most important aspect of branding, which is a set of brands' assets and liabilities, its symbol or name that subtracts from or adds the value provided by a product or service to a firm and customers. The current research endeavor was to identify the interrelationship of customer-based brand equity dimensions (brand awareness, brand loyalty, brand image, and service quality) in Pakistani hotel industry. Data was collected from 821 consumers who experienced the services of Pakistani five star hotels from multiple locations. Mediating regression and stepwise regression analyses were applied for investigation of study hypotheses. Results pointed out positive and significant influences of service quality on all other dimensions of brand equity whereas partial mediations were endorsed among the variables. Researchers and practitioners implications are discussed.

COMPARATIVE ANALYSIS OF AMERICAN AND SPANISH CRUISE PASSENGERS' BEHAVIORAL INTENTIONS

ABSTRACT Earlier studies of cross-national differences in consumer behavior in different consumption sectors have verified that cultural differences have a strong influence on consumers. Despite the importance of cross-national analysis, no studies in the literature examine the moderating effects of nationality on the construction of behavioral intentions and their antecedents among cruise line passengers. This study investigates the moderating effects of nationality on the relationships between perceived value, satisfaction, trust and behavioral intentions among Spanish and (U.S.) American passengers of cruise lines that use Barcelona as home port and port-of-call. A theoretical model was tested with a total of 968 surveys. Structural equation models (SEMs) were used, by means of a multigroup analysis. Results of this study indicated that Spaniards showed stronger relationships between trust and behavioral intentions, and between emotional value and satisfaction. Americans presented stronger relationships between service quality and satisfaction, and between service quality and behavioral intentions.

Service Provision for visually disabled adults by Social Service Departments in Portugal and England: a Comparative Perspective

Este artigo apresenta os principais resultados de um estudo de casos realizado sobre a prestação de serviços para adultos com deficiência visual pelos departamentos de acção social das autarquias em Portugal e Inglaterra. Emergiu da pesquisa que existem diferenças significativas nos serviços prestados aos adultos com deficiência visual tendo em conta que os departamentos de acção social daqueles dois países estão estruturados diferentemente e existem dentro de uma estrutura económica, social, cultural e política diferente. No entanto, podemos concluir que em Inglaterra a oferta de bens e serviços pelas instâncias municipais é mais abrangente, especializada e tem uma longa história de existência. Pelo contrário em Portugal o Estado-Providência tem uma história recente, e às autarquias é atribuído um papel suplementar no que diz respeito à prestação de serviços para pessoas com deficiência visual.

A incubação das micro, pequenas e médias empresas (MPMEs) em Portugal : uma discussão sobre custos de transacção, dimensão competitiva e a cadeia de valor

RESUMO: Este trabalho tem por objectivo discutir as formas como as incubadoras de empresas contribuem para a criação da cadeia de valores de Micros, Pequenas e Médias Empresas (MPMEs) permitindo a redução dos seus custos de transacção. Para melhor compreender a forma como se reduzem os custos de transacção é importante conhecer os pressupostos comportamentais que provocam a existência de tais custos: a racionalidade limitada, porque a nossa forma de pensar tem limitações; e o oportunismo, porque há pessoas com comportamentos desonestos envolvidas no negócio. O verdadeiro poder explicativo da teoria dos custos de transacção está, no entanto, na análise de três variáveis que determinam se esses custos serão mais baixos numa estrutura hierárquica ou num mercado. Estas três variáveis são: a especificidade de activos - se uma transacção envolve ou não activos específicos à actividade da empresa; a incerteza - qual o grau de incerteza em encontrar um produto ou serviço externo à empresa; e a frequência - e se um bem ou serviço é frequentemente utilizado ou não. As incubadoras de empresas são actualmente consideradas como uma iniciativa essencial ao desenvolvimento socioeconómico regional, e nacional. Estas instituições contribuem para corrigir ineficiências no mercado, conferindo às empresas uma capacidade de inovação tecnológica que garante empregos e a criação de riquezas, aumentando o bem-estar da sociedade. O sucesso da sua actuação resume-se à capacidade para gerar dimensões virtuais que contribuem para a cadeia de valores, permitindo as MPMEs, a redução dos seus custos de transacção. ABSTRACT: This work aims to discuss the relevant forms how incubators contribute to the value chain of a in micro, small and medium enterprises (MSME´s) reducing their transaction costs. To better understand how transaction costs can be reduced one must recognize the behavioral assumptions that are behind there existence; bounded rationality - because our way of thinking has limitations and opportunism - because there are dishonest people involved in the business. The true cost theory´s explanatory power comes from the analyses of the three variables that determine whether those costs will be lower in a hierarchical structure or a market structure. These three variables are: specificity of assets - if the transaction involves or not specific assets in for the firm´s activity; the uncertainty - what is the degree of uncertainty in finding a product or service external to the firm; and the frequency - what is the frequency of the good or service use. Business incubators are currently regarded as a key initiative for the national or regional economic development. The institutions contribute to correct market inefficiencies, improving the capacity of firms to produce technological innovations that guaranty jobs and wealth creation increasing welfare. The success of this all boils down to the capacity to create virtual dimensions that contributes to the MSME´s value chain reducing transaction costs.

Extreme Value Theory versus traditional GARCH approaches applied to financial data: a comparative evaluation

Although stock prices fluctuate, the variations are relatively small and are frequently assumed to be normal distributed on a large time scale. But sometimes these fluctuations can become determinant, especially when unforeseen large drops in asset prices are observed that could result in huge losses or even in market crashes. The evidence shows that these events happen far more often than would be expected under the generalized assumption of normal distributed financial returns. Thus it is crucial to properly model the distribution tails so as to be able to predict the frequency and magnitude of extreme stock price returns. In this paper we follow the approach suggested by McNeil and Frey (2000) and combine the GARCH-type models with the Extreme Value Theory (EVT) to estimate the tails of three financial index returns DJI,FTSE 100 and NIKKEI 225 representing three important financial areas in the world. Our results indicate that EVT-based conditional quantile estimates are much more accurate than those from conventional AR-GARCH models assuming normal or Student’s t-distribution innovations when doing out-of-sample estimation (within the insample estimation, this is so for the right tail of the distribution of returns).

Valor em risco (VAR - value at risk): metodologias não paramétricas

O VAR (Value at Risk) ,valor em risco, é a perda máxima provável de uma carteira para um nível de confiança determinado, num horizonte temporal especificado.

O recurso ao outsourcing na prestação de cuidados de saúde

Nos últimos anos verificou-se uma alteração das condições e modo de funcionamento de empresas e instituições, privadas e públicas, muitas delas através da introdução de novas ferramentas de gestão. De entre elas, podemos destacar o outsourcing, que apesar de não ser um fenómeno actual, é ainda em Portugal uma ferramenta recente e pouco explorada, que pode contribuir de forma decisiva para a modernização, flexibilidade e competitividade das empresas. O presente estudo pretende abordar a contratação de serviços externos nos serviços de saúde públicos, também conhecido como outsourcing, mediante uma análise prática da realidade de uma instituição hospitalar com sete serviços em regime de outsourcing, com recolha dos dados durante o triénio 2008-2010. No Serviço de Urgência durante 2010 o principal prestador recebeu mais 104,28% acima do valor referência/hora, no Serviço de Oftalmologia no ano de 2010 o prestador recebeu um valor superior em 24,91%, no Serviço de Limpeza, Higiene e Conforto é pago ao prestador durante o ano de 2010 um valor superior em 13,85%, no Serviço de Vigilância e Segurança o prestador recebeu durante o ano de 2010 um valor superior em 27,5%, caso a instituição hospitalar optasse por contratar, para os serviços atrás referidos, profissionais para o quadro de pessoal. Ainda em relação ao Serviço de Urgência foi pago mais 21,38% acima do valor de referência publicado por Despacho governamental. Em relação aos Serviços de Lavandaria e de Tratamento de Resíduos Sólidos, não foi possível recolher os dados necessários que pudessem levar a uma conclusão válida sobre os custos pagos pela instituição hospitalar. Pode-se concluir que a contratação de prestadores externos, para os serviços de saúde, essenciais e não essenciais, em regime de outsourcing, revela-se na maioria dos casos analisados a opção menos económica, com custos bastantes elevados.

Outpatient health service utilization and associated factors: a population-based study

OBJECTIVE: To identify factors that lead people to visit a doctor in Brazil and assess differences between socioeconomic groups. METHODS: A cross-sectional study comprising 1,260 subjects aged 15 or more was carried out in southern Brazil. Demographic, socioeconomic, health needs and regular source of care data were analyzed concerning visits to a doctor within two months from the interview. Adjusted prevalence ratios and 95% confidence intervals were calculated using Poisson regression. RESULTS: Adjusted PR showed that women having stressful life events, health insurance, and a regular doctor increased the outcome. A dose-related response was found with self-reported health, and the probability of visiting a doctor increased with health needs. Analysis in the chronic disease group revealed that uneducated lower income subjects had a 62% reduction in the chance of visiting a doctor compared to uneducated higher income ones. However, as it was seen a significant interaction between income and education, years of schooling increased utilization in this group. CONCLUSIONS: Results suggest the existence of health inequity in the poorest group that could be overcome with education. Specific measures reinforcing the importance of having a regular doctor may also improve access in the underserved group.

O Processo de gestão de risco nas organizações

Dissertação apresentada ao Instituto Superior de Contabilidade e Administração do Porto para obtenção do Grau de Mestre em Auditoria Orientada por Mestre Carlos Manuel Antunes Mendes

Fatores influenciadores da gestão da qualidade e independência do auditor: um estudo de caso

Dissertação apresentada ao Instituto Superior de Contabilidade para obtenção do Grau de Mestre em Auditoria Orientada por: Doutora Alcina Dias

A novel framework for modeling value for the customer, an essay on negotiation

This paper proposes a novel framework for modelling the Value for the Customer, the so-called the Conceptual Model for Decomposing Value for the Customer (CMDVC). This conceptual model is first validated through an exploratory case study where the authors validate both the proposed constructs of the model and their relations. In a second step the authors propose a mathematical formulation for the CMDVC as well as a computational method. This has enabled the final quantitative discussion of how the CMDVC can be applied and used in the enterprise environment, and the final validation by the people in the enterprise. Along this research, we were able to confirm that the results of this novel quantitative approach to model the Value for the Customer is consistent with the company's empirical experience. The paper further discusses the merits and limitations of this approach, proposing that the model is likely to bring value to support not only the contract preparation at an Ex-Ante Negotiation Phase, as demonstrated, but also along the actual negotiation process, as finally confirmed by an enterprise testimonial.