An analysis of the perceived service quality of hospitality industry in Rio de Janeiro through the SERVQUAL model: a multiple case study

Brazil is under political and financial crises where the end seems far away. Because of that, researchers argue that the hotel rooms offered by Rio de Janeiro, built to host the Olympic Games 2016, will be difficult to occupy after the event. It is then necessary for the hotels to understand how guests perceive the service quality in order to adapt to this new era. If guests’ perceptions meet or exceed their expectations, they will be satisfied and will probably return. Thus based on the SERVQUAL approach, this paper aims to study the impact of the service dimensions on the guests’ overall satisfaction at hotels of Rio de Janeiro. Two hotels were considered representative of the city in terms of service quality and customers’ profile. Interviews to the hotel managers were performed, and questionnaires to the guests were administered. Among the five SERVQUAL dimensions – Reliability, Tangibles, Responsiveness, Assurance, and Empathy – the Empathy dimension appears to be the only one that affects the guests’ overall satisfaction. The study could also identify that gender, country of residence, home country and family income have an impact on guests’ satisfaction. This study has no intention of generalization, but rather of refining the theory about services and the SERVQUAL model.

Impact assessment and quality analysis of corporate social responsability (CSR) programs of mining companies and their contribution to sustainable development in the communities they operate: case study Tenke Fungurume Mining SA in the Democratic Republic of Congo (DRC)

Purpose – This case study presents an impact assessment of Corporate Social Responsibility (CSR) programs of the TFM Company in order to understand how they contribute to the sustainable development of communities in areas in which they operate. Design/Methodology/Approach - Data for this study was collected using qualitative data methods that included semi-structured interviews and Focus Group Discussions most of them audio and video recorded. Documentary analysis and a field visit were also undertaken for the purpose of quality analysis of the CSR programs on the terrain. Data collected was analyzed using the Seven Questions to sustainability (7Qs) framework, an evaluation tool developed by the Mining, Minerals and Sustainable Development (MMSD) North America chapter. Content analysis method was on the other hand used to examine the interviews and FGDs of the study participants. Findings - Results shows that CSR programs of TFM SA do contribute to community development, as there have been notable changes in the communities’ living conditions. But whether they have contributed to sustainable development is not yet the case as programs that enhance the capacity of communities and other stakeholders to support these projects development beyond the implementation stage and the mines operation lifetime need to be considered and implemented. Originality/Value – In DRC, there is paucity of information of research studies that focus on impact assessment of CSR programs in general and specifically those of mining companies and their contribution to sustainable development of local communities. Many of the available studies cover issues of minerals and conflict or conflict minerals as mostly referred to. This study addressees this gap.

Fractal analysis of leaf-texture properties as a tool for taxonomic and identification purposes: a case study with species from Neotropical Melastomataceae (Miconieae tribe)

Conselho Nacional de Desenvolvimento Científico e Tecnológico (CNPq)

Artisanal fisheries in urban reservoirs: a case study from Brazil (Billings Reservoir, São Paulo Metropolitan Region)

Billings Reservoir is an urban reservoir located in the São Paulo Metropolitan Region. Tt supports 101 active artisanal fishermen. To describe this fishery, landings were recorded daily between February 1996 and January 1997 at Colonia (23 degrees 50' 57 S; 46 degrees 40' 02 W). In every landing, a data collector recorded catch, effort, fishing gears and fishing grounds. A total of 147 593 kg of fish were recorded in 3515 fishing trips. The exotic Nile tilapia, Oreochromis niloticus (L.), was the main species exploited (81.4% of the annual catches). Five other species were also targeted: the characid Astyanax eigenmaniorum (Cope) (13.0% of the annual catches); the erythrinid Hoplias aff malabaricus (Block) (2.1%); the exotic cyprinid Cyprinus carpio L. (Campos & Fernandez-Yepez) (2.4%); the curimatid Cyphocharax modestus L. (1.1%); and the pimelodid Rhamdia sp. (0.1%). Two main groups of fishermen were discriminated using Principal Components Analysis; these were associated with the type of fishing gear and fishing strategies, i.e. those who exploited Nile tilapia with cast nets and beating gill nets, and those who exploited other species with set gill nets. Management and maintenance of this fishery should consider the positive top-down effects that Nile tilapia could have in controlling eutrophication and also the social benefits.

Strong and fast phase modulation for quantitative analysis of photorefractive gratings

A new approach for studying photorefractive gratings in two-wave mixing experiments by a phase modulation technique is presented. The introduction of a large-amplitude, high-frequency sinusoidal phase modulation in one of the input beams blurs the interference pattern and provides powerful harmonic signals for accurate measurements of the grating diffraction efficiency eta and the output phase shift rho between the transmitted and diffracted waves. The blurring of the light fringes can be used to suppress the higher spatial harmonics of the grating, allowing a space-charge field with sinusoidal profile to be recorded. Although the presence of such a strong phase modulation affects the beam coupling in a rather complicated way, it is shown that for the special case of equal intensity input beams, the effect of the phase modulation on eta and rho is reduced to a weakening of the coupling strength. The potentialities of the technique are illustrated in a study of refractive-index waves excited by running interference patterns in a Bi12TiO20 crystal. Expressions for the diffraction efficiency and the output phase shift are derived and used to match numerically calculated curves to the experimental data. The theoretical model is supported by the very good data fitting and allows the computation of important material parameters.

Coastal Marine Mapping as an Ecosystem Based Management - the case study of the Baixada Santista Region - São Paulo, Brazil

Fundação de Amparo à Pesquisa do Estado de São Paulo (FAPESP)

Software architecture for web-based project management system

This article presents software architecture for a web-based system to aid project managing, conceptually founded on guidelines of the Project Management Body of Knowledge (PMBoK) and on ISO/IEC 9126, as well as on the result of an empiric study done in Brazil. Based on these guidelines, this study focused on two different points of view about project management: the view of those who develop software systems to aid management and the view of those who use these systems. The designed software architecture is capable of guiding an incremental development of a quality system that will satisfy today's marketing necessities, principally those of small and medium size enterprises.

Rigidities and fiscal space in Latin America: a comparative case study

Includes Bibliography

Operations strategy and supply chain management: A Brazilian case study

The objective of this study is to understand how an assembly company, that is considered a focal company in the chain of Brazilian white goods sector, can influence the supply chain management established with its first tier suppliers. This is an exploratory qualitative study in which the information was gathered through direct observations, documents' retention, and data from interviews held with management-level employees of the sales and product development areas of the focal company and of the production area of the suppliers' companies. This study indicates that the operations strategy of the focal company influences the supply chain management and that the common business processes shared by its suppliers are a way to verify the truth of such statement. The suppliers cooperate closely with the focal company when complementing their business processes and consequently supporting the company to pursue its operations strategy. A set of mechanisms to aid the comprehension of how the operations strategy can affect the business processes and therefore to achieve the result of this research were adopted. © EuroJournals Publishing, Inc. 2012.

Integration in new product development: Case study in a large Brazilian high-technology company

Proficiency in management activities undertaken in product development processes is regarded as a key competitive advantage for companies, particularly for high-tech industrial firms, which benefit from the important competitiveness factor of launching products with a differentiated technological content. This paper's objective was to identify, through case study, practices for integration between the roles of R & D with others involved in product development in a large Brazilian company of industrial automation. The results suggest some management practices to improve the integration in new products development, such as the use of employees from marketing with knowledge and experience previously gained from R & D activities and uses the heavyweight product manager to solve synchronization problems between product and technology development. © Universidad Alberto Hurtado, Facultad de Economía y Negocios.

Sustainable urban energy planning: The case study of a tropical city

The urbanization of modern societies has imposed to the planners and decision-makers a more precise attention to facts not considered before. Several aspects, such as the energy availability and the deleterious effect of pollution on the populations, must be considered in the policy decisions of cities urbanization. The current paradigm presents centralized power stations supplying a city, and a combination of technologies may compose the energy mix of a country, such as thermal power plants, hydroelectric plants, wind systems and solar-based systems, with their corresponding emission pattern. A goal programming multi-objective optimization model is presented for the electric expansion analysis of a tropical city, and also a case study for the city of Guaratinguetá, Brazil, considering a particular wind and solar radiation patterns established according to actual data and modeled via the time series analysis method. Scenarios are proposed and the results of single environmental objective, single economic objective and goal programming multi-objective modeling are discussed. The consequences of each dispatch decision, which considers pollutant emission exportation to the neighborhood or the need of supplementing electricity by purchasing it from the public electric power grid, are discussed. The results revealed energetic dispatch for the alternatives studied and the optimum environmental and economic solution was obtained. © 2012 Elsevier Ltd.

Knowledge-based risk management: Survey on Brazilian software development enterprises

A risks management, carried on in an effective way, leads the software development to success and may influence on the organization. The knowledge takes part of such a process as a way to help taking decisions. This research aimed to analyze the use of Knowledge Management techniques to the Risk Management in software projects development and the possible influence on the enterprise revenue. It had, as its main studying subject, Brazilian incubated and graduated software developing enterprises. The chosen research method was the Survey type. Multivariate statistical methods were used for the treatment and analysis of the obtained results, this way identifying the most significant factors, that is, enterprise's achievement constraining factors and those outcome achievement ones. Among the latter we highlight the knowledge methodology, the time of existence of the enterprise, the amount of employees and the knowledge externalization. The results encourage contributing actions to the increasing of financial revenue. © 2013 Springer-Verlag.

A computer vision approach to quantify leaf anatomical plasticity: A case study on gochnatia polymorpha (less.) cabrera

Inferences about leaf anatomical characteristics had largely been made by manually measuring diverse leaf regions, such as cuticle, epidermis and parenchyma to evaluate differences caused by environmental variables. Here we tested an approach for data acquisition and analysis in ecological quantitative leaf anatomy studies based on computer vision and pattern recognition methods. A case study was conducted on Gochnatia polymorpha (Less.) Cabrera (Asteraceae), a Neotropical savanna tree species that has high phenotypic plasticity. We obtained digital images of cross-sections of its leaves developed under different light conditions (sun vs. shade), different seasons (dry vs. wet) and in different soil types (oxysoil vs. hydromorphic soil), and analyzed several visual attributes, such as color, texture and tissues thickness in a perpendicular plane from microscopic images. The experimental results demonstrated that computational analysis is capable of distinguishing anatomical alterations in microscope images obtained from individuals growing in different environmental conditions. The methods presented here offer an alternative way to determine leaf anatomical differences. © 2013 Elsevier B.V.