Customer relationship management: A content analysis of issues and best practices

This dissertation is a study of customer relationship management theory and practice. Customer Relationship Management (CRM) is a business strategy whereby companies build strong relationships with existing and prospective customers with the goal of increasing organizational profitability. It is also a learning process involving managing change in processes, people, and technology. CRM implementation and its ramifications are also not completely understood as evidenced by the high number of failures in CRM implementation in organizations and the resulting disappointments. ^ The goal of this dissertation is to study emerging issues and trends in CRM, including the effect of computer software and the accompanying new management processes on organizations, and the dynamics of the alignment of marketing, sales and services, and all other functions responsible for delivering customers a satisfying experience. ^ In order to understand CRM better a content analysis of more than a hundred articles and documents from academic and industry sources was undertaken using a new methodological twist to the traditional method. An Internet domain name (http://crm.fiu.edu) was created for the purpose of this research by uploading an initial one hundred plus abstracts of articles and documents onto it to form a knowledge database. Once the database was formed a search engine was developed to enable the search of abstracts using relevant CRM keywords to reveal emergent dominant CRM topics. The ultimate aim of this website is to serve as an information hub for CRM research, as well as a search engine where interested parties can enter CRM-relevant keywords or phrases to access abstracts, as well as submit abstracts to enrich the knowledge hub. ^ Research questions were investigated and answered by content analyzing the interpretation and discussion of dominant CRM topics and then amalgamating the findings. This was supported by comparisons within and across individual, paired, and sets-of-three occurrences of CRM keywords in the article abstracts. ^ Results show that there is a lack of holistic thinking and discussion of CRM in both academics and industry which is required to understand how the people, process, and technology in CRM impact each other to affect successful implementation. Industry has to get their heads around CRM and holistically understand how these important dimensions affect each other. Only then will organizational learning occur, and overtime result in superior processes leading to strong profitable customer relationships and a hard to imitate competitive advantage. ^

Content Analysis of Outcome Assessment of Global Learning Foundations Courses: A Case Study

This study used content analysis to interpret and evaluate outcome evaluation matrices of undergraduate Global Learning foundations courses. The findings revealed a lack of uniformity in the faculty members’ interpretation and implementation of global learning components in the coursework. Successful teaching practices and challenges were identified and classified.

A Content Analysis of Sustainability Dimensions in Annual Reports

This study examines the triple bottom line of sustainability, in the context of both profit-oriented and non-profit oriented organizations. Sustainability is a compound result of interaction between economic, environmental, and social dimensions. Sustainability cannot be achieved without balance between all three dimensions, which has implications for measuring sustainability and prioritizing goals. This study demonstrates a method for measuring organizational sustainability achievement in these three dimensions of sustainability. Content analysis of the annual reports of corporations from the United States, Continental Europe (and Scandinavia), and Asia reveals that the economic dimension remains the preeminent aspect, and corporations still have a long way to go to reach comprehensive sustainability by maintaining a balance between the three dimensions of sustainability. The analysis also shows a high level of isomorphism in the sustainability practices of corporations, suggesting that even the most sustainable corporations are taking a somewhat passive role in prioritizing sustainability goals. A list of 25 terms for each dimension of sustainability (economic, environmental, and social) has been developed which can be used by corporations to develop and communicate their sustainability practices most effectively to the maximum number of their stakeholders. In contrast, botanical gardens demonstrate more balance among the three dimensions of sustainability.

A content analysis of food and nutrition television advertisements

Television (TV) reaches more people than any other medium which makes it an important source of health information. Since TV ads often offer information obliquely, this study investigated implied health messages found in food and nutrition TV ads. The goals were to determine the proportion of food and nutrition ads among all TV advertising and to use content analysis to identify their implied messages and health claims. A randomly selected sample of TV ads were collected over a 28-day period beginning May 8, 1987. The sample contained 3547 ads; 725 (20%) were food-related. All were analyzed. About 10% of food-related TV ads contained a health claim. Twenty-five representative ads of the 725 food ads were also reviewed by 10 dietitians to test the reliability of the instrument. Although the dietitians agreed upon whether a health claim existed in a televised food ad, their agreement was poor when evaluating the accuracy of the claim. The number of food-related ads dropped significantly on Saturday, but the number of alcohol ads rose sharply on Saturday and Sunday. Snack ads were shown more often on Thursday, but snack commercials were also numerous on Saturday morning and afternoon, as were cereal ads. Ads for snack foods accounted for the greatest proportion of ads (20%) while fast food accounted for only 7%. Alcohol constituted about 9% of all food and nutrition ads.

Computer Assisted Content Analysis of the print press coverarge of corruption in Hungary

Coverage of corruption in the Hungarian media was analyzed using four online news portals. Three of them, Magyar Nemzet Online (short name: MNO, web: mno.hu), Népszava (web: nepszava.hu) and Heti Világgazdaság (web: hvg.hu) are also available as newspapers but the content of these papers is different from the online form to a certain extent. The news portal Origo (web: origo.hu) has no print version.

Standardizing Minzu: A Content Analysis of the Depiction of Shaoshu Minzu in Three Chinese Elementary Curriculum Standards and Textbooks

Thesis (Ph.D.)--University of Washington, 2016-08

Do Editorial Policies Support Ethical Research? A Thematic Text Analysis of Author Instructions in Psychiatry Journals

Introduction: According to the Declaration of Helsinki and other guidelines, clinical studies should be approved by a research ethics committee and seek valid informed consent from the participants. Editors of medical journals are encouraged by the ICMJE and COPE to include requirements for these principles in the journal's instructions for authors. This study assessed the editorial policies of psychiatry journals regarding ethics review and informed consent. Methods and Findings: The information given on ethics review and informed consent and the mentioning of the ICMJE and COPE recommendations were assessed within author's instructions and online submission procedures of all 123 eligible psychiatry journals. While 54% and 58% of editorial policies required ethics review and informed consent, only 14% and 19% demanded the reporting of these issues in the manuscript. The TOP-10 psychiatry journals (ranked by impact factor) performed similarly in this regard. Conclusions: Only every second psychiatry journal adheres to the ICMJE's recommendation to inform authors about requirements for informed consent and ethics review. Furthermore, we argue that even the ICMJE's recommendations in this regard are insufficient, at least for ethically challenging clinical trials. At the same time, ideal scientific design sometimes even needs to be compromised for ethical reasons. We suggest that features of clinical studies that make them morally controversial, but not necessarily unethical, are analogous to methodological limitations and should thus be reported explicitly. Editorial policies as well as reporting guidelines such as CONSORT should be extended to support a meaningful reporting of ethical research.

Social support in cyberspace: A content analysis of communication within a Huntington’s Disease online support group

Objective: Huntington’s Disease (HD) is an inherited disorder, characterised by a progressive degeneration of the brain. Due to the nature of the symptoms, the genetic element of the disease and the fact that there is no cure, HD patients and those in their support network often experience considerable stress and anxiety. With an expansion in Internet access, individuals affected by HD have new opportunities for information retrieval and social support. The aim of this study is to examine the provision of social support in messages posted to a HD online support group bulletin board. Methods: In total, 1313 messages were content analysed using a modified version of the Social Support Behaviour Code developed by Cutrona & Suhr (1992). Results: The analysis indicates that group members most frequently offered informational (56.2%) and emotional support (51.9%) followed by network support (48.4%) with esteem support (21.7%) and tangible assistance (9.8%) least frequently offered. Conclusion: This study suggests that exchanging informational and emotional support represents a key function of this online group. Practice implications: Online support groups provide a unique opportunity for health professionals to learn about the experiences and views of individuals affected by HD and explore where and why gaps may exist between evidence-based medicine and consumer behaviour and expectations.

Content analysis model to analyze facets of social mission of public library on the Facebook and in the websites

In this paper we present the development and the implementation of a content analysis model for observing aspects relating to the social mission of the public library on Facebook pages and websites. The model is unique and it was developed from the literature. There were designed the four categories for analysis Generate social capital and social cohesion, Consolidate democracy and citizenship, Social and digital inclusion and Fighting illiteracies. The model enabled the collection and the analysis of data applied to a case study consisting of 99 Portuguese public libraries with Facebook page. With this model of content analysis we observed the facets of social mission and we read the actions with social facets on the Facebook page and in the websites of public libraries. At the end we discuss in parallel the results of observation of the Facebook of libraries and the websites. By reading the description of the actions of the social mission, the general conclusion and the most immediate is that 99 public libraries on Facebook and websites rarely publish social character actions, and the results are little satisfying. The Portuguese public libraries highlight substantially the actions in the category Generate social capital and social cohesion.

Contraceptive methods with male participation: a perspective of brazilian couples

OBJECTIVE: To assess the perspectives of couples who requested vasectomy in a public health service on the use of male participation contraceptive methods available in Brazil: male condoms, natural family planning/calendar, coitus interruptus and vasectomy. METHODS: A qualitative study with semi-structured interviews was held with 20 couples who had requested vasectomy at the Human Reproduction Unit of the Universidade Estadual de Campinas, Brazil. Data analysis was carried out through thematic content analysis. FINDINGS: The couples did not, in general, know any effective contraceptive options for use by men and/or participating in their use, except for vasectomy. The few methods with male participation that they knew of were perceived to interfere in spontaneity and in pleasure of intercourse. Men accepted that condom use in extra-conjugal relations offered them protection from sexually transmitted diseases; that their wives might also participate in extra-marital relationships was not considered. DISCUSSION: The few contraceptive options with male participation lead to difficulty in sharing responsibilities between men and women. On the basis of perceived gender roles, women took the responsibility for contraception until the moment when the situation became untenable, and they faced the unavoidable necessity of sterilization. CONCLUSIONS: Specific actions are necessary for men to achieve integral participation in relation to reproductive sexual health. These include education and discussions on gender roles, leading to greater awareness in men of the realities of sexual and reproductive health

“Somos ensinados a pensar em sexo”: Representações Sociais de Masculinidades e de Amor em Travestis Homens Gays e Homens Heterossexuais

Estudos realizados no campo das masculinidades mostraram que a adesão e identificação de determinados grupos a um conjunto de regras e comportamentos que definem o ser homem implicava em adoecimento e submissão a um regime que supostamente lhes oferece vantagens e poder. Compreender como diferentes grupos constituem-se em relação à divisão social sexual torna-se relevante principalmente se considerarmos sujeitos que fogem ao padrão que define modos de ser homem e ser mulher. Esta tese objetivou investigar as representações sociais de masculinidades e de amor de sujeitos com identidades de gênero e orientações sexuais diversas, especificamente: identificar e analisar representações sociais de masculinidade e amor de travestis, homens gays e homens heterossexuais; apreender experiências de preconceito e discriminação vividas em função da identidade de gênero e orientações sexuais. A pesquisa foi realizada em duas etapas: entrevistas semiestruturadas com 21 travestis; aplicação de questionários com questões abertas e fechadas em 52 homens gays, 40 homens heterossexuais e 39 travestis. Os dados coletados na primeira etapa foram submetidos aos procedimentos da análise de conteúdo categorial temática. O tratamento dos dados coletados na segunda etapa foi realizado através do software ALCESTE. Os homens heterossexuais representam a masculinidade a partir de uma perspectiva evolutiva, ancorada no discurso biológico e científico que descarta as influências da cultura na constituição dos sexos e identidades de gênero. Nos homens gays encontramos aproximações das representações dos sujeitos ao modelo da masculinidade hegemônica fortemente identificada à imagem do homem heterossexual, bem como elementos que ora apresentam aproximações, ora distanciamentos desse padrão. As travestis também utilizam elementos da ideia de masculinidade hegemônica para construção desta representação, objetivando-a na construção do modelo do homem forte e viril, sobre o qual não se identificam mas direcionam seu desejo. Os três grupos representam o amor como elemento estranho à masculinidade, posto que este é objeto que pertence à feminilidade. O amor distancia-se da construção da representação social de masculinidade de homens heterossexuais, é elemento estranho e conflituoso às representações dos homens gays e valor que corresponde a uma ética para o grupo de travestis. Nesse contexto, as experiências de preconceito e discriminação pouco modificam a elaboração das representações de heterossexuais; influenciam fortemente a construção da imagem de homem e mulher por onde homens gays e travestis alimentam suas identificações. Concluímos apostando na defesa da emergência de práticas e identidades sexo-diversas como artifícios potentes à desestabilização do padrão da dominação masculina para determinação de sexos e identidades.

Percepção dos agentes comunitários de saúde frente ao risco de infecção da tuberculose

A Tuberculose é um serio problema de saúde, os níveis mundiais no ano 2011 ocorreram 8,7 milhões de casos novos e 1,4 milhões de pessoas morreram de TB. Para horizontalizar as ações no combate da TB na atenção primaria o Agente Comunitário de Saúde assume um papel muito importante, pois eles além de trabalhar na comunidade onde mora ele é um mediador de saberes, espera-se que esse profissional seja capaz de identificar por meio de visitas domiciliares sintomáticos respiratórios. Objetivos: Conhecer a percepção que os ACS têm sobre o risco de infecção à tuberculose no cotidiano de sua prática profissional e analisar como eles se organizam e estruturam sua prática frente a essa percepção. Abordagem Metodológica: O estudo foi dividido em duas fases a primeira responde ao primer objetivo e foi escolhido o Grupo Focal e para a segunda fase que responde ao segundo objetivo foi escolhido a Observação Participante como técnicas de trabalho em campo e Analise de Conteúdo Temático como técnica de análise das informações colhidas que consiste em descobrir os núcleos de sentidos que são temas os quais são unidades de significação que se libertam naturalmente de um texto analisado. Resultados: Na primeira fase do estudo observou-se que o Agente Comunitário de Saúde percebe os riscos que estão expostos, mas muitas vezes eles não sabem como agir em situações, especificas, na segunda fase indicam que o risco não esta presente o tempo todo na vida e no trabalho deles. Conclusão: O PACS é apresentado pelo Ministério da Saúde como uma estratégia de saúde para horizontalizar as ações no controle da TB, neste estudo foi encontrado que o ACS percebe o risco que esta exposto, mas que aquele risco não esta sempre presenta na vida deles, pois eles muitas vezes minimizam os riscos pensando que nada acontece nem acontecera com eles.

Avaliação do projecto - Formalização da consulta de enfermagem em pneumologia

Mestrado em Intervenção Sócio-Organizacional na Saúde - Área de especialização: Políticas de Administração e Gestão de Serviços de Saúde.

Therapeutic itineraries and explanations for tuberculosis: an indigenous perspective

ABSTRACT OBJECTIVE To analyze explanations for tuberculosis and therapeutic itineraries of Brazilian indigenous people. METHODS Case study with a qualitative-descriptive approach. We conducted semi-structured interviews with 11 Munduruku indigenous, including direct observation of treatment for tuberculosis in the municipality of Jacareacanga, south-western region of the state of Para, Brazil. To identify explanations for tuberculosis and therapeutic itineraries, we performed thematic content analysis. RESULTS Traditional medicine was the first therapeutic option chosen by the indigenous. However, biomedicine was also employed, which indicates a circulation between different therapeutic contexts and health concepts among the Munduruku. The explanations provided ranged from recognition of the signs and symptoms specific to tuberculosis to the attribution of the disease to a spirit that leaves the body and wanders in the woods, returning ill into the body. Unlike the biomedical model, which links tuberculosis transmission strictly to interpersonal contact, in closed spaces without natural lighting and ventilation (preferably domestic environments), the Munduruku associate the disease to an indirect contact between people socially distant (enemies or adversaries) in public and open places. CONCLUSIONS The explanations made by the indigenous are unique and deserve the attention of those who are responsible for developing health public policies, as well as of the teams who work on the villages. To guarantee an efficient control of tuberculosis in these regions, it is necessary that the developed actions integrate biomedicine knowledge and the traditional medicine of the indigenous people, in addition to respecting and welcoming local culture manifestations.

Estudo exploratório sobre as concepções e estratégias de intervenção de professores em face do bullying escolar

Este estudo qualitativo objetivou identificar o conhecimento de professores do 6º ano do ensino fundamental sobre o bullying e as intervenções por eles desenvol- vidas. Participaram dez professores, e os dados foram coletados por meio de questio- nários estruturados. As análises seguiram os pressupostos da análise de conteúdo, em sua modalidade temática. Verificou-se, nos resultados, uma compreensão insuficiente dos professores que incidia na capacidade de identificação e na maneira como intervi- nham nos episódios de bullying entre os alunos. Depreende-se que o bullying constitui um aspecto importante a ser trabalhado com os professores, considerando a proximi- dade com a questão e o papel essencial que podem assumir no seu enfrentamento.