Gestão da satisfação e fidelidade do cliente: um estudo em uma instituição de ensino superior

This Master of Science Thesis deals with the customer satisfaction and loyalty focusing on a private higher education institution in Belém city, Brazil. The literature review focuses on costumer satisfaction and loyalty concepts and theory, models of quality managing systems and methodologies of costumer satisfaction measurement. The research was a survey with a random stratified sample of 329 undergraduate students of Business Administration at the Faculdade do Pará , in the morning and the night periods. The data analysis was made through the descriptive statistics and multiple regression analysis. The main findings are that the model was satisfactory and the main factors affecting Satisfaction to the School were Best Professor Didatics (beta=0.297), Courses Contents (beta=0.280), Clerks Sympathy (beta=0.201), and Number of Students in Classroom (beta=0,187) with a adjusted R2 = 0,47. The main factors affecting School Loyalty with an adjusted R2 = 0,43 were School Image (beta=0.383), Affective Commitment (beta=0.255), and Satisfaction with Professors (beta=0,218). The findings suggest also that may be differences between the set of students and those that complain for something

O ambiente de trabalho no setor bancário e o bem-estar

Wich the big transformations at the world of labor, thus as the appearing of the negatives psicologicals consequencies? Publications in books and articles about the health of the workers have been seen in the last 40 years, pointing at the increase of occupational ills, increase of the absenteeism, reach the redation between the labor and the family. With the appearing of the neoliberal sistem, changed all the net of relations, thus as the temporary labor contract, the flexibility at the work timetable, and others, that privilege the capitalism, in detriment of the worker health. It was given emphasis to the banking worker, in time that the banks and the banking agencies were one of the departaments that more suffered the impact of the productive restructuring at the last years. 200 bank clerks shared the search, in that 41,9% was female and 58,1% was male, 60,9% presenting a civil state married, following of 28,4% of single. The participants answered the following instruments: Scale of Positives and Negative Kindness, General Health Questionaire GHQ 12, Scale of Organization, Conditions and Labor Relations, Scale of Desire (own authorship), Scale about economic situation and a social-demographic record car. With the objective of trying the instruments of measure, it was checking the psychometric parameter of the search scales. We could verify that it has been more positive than negative ones for the mental health, but it was found some kind of depression and unsatisfied with their lives in some pieces of the sample. We can finally say that the work place has an impact at the mental health of the bank clerks. So, some interventions actions to promote the worker health could be essential

As relações de gênero no trabalho: uma análise da inserção das mulheres e homens na rede de fast food

The purpose of this study was investigate the sexual division of the work in a chain of fast food, in Natal, RN. These aspects were analyzed with the ways of organization of the work, being made a case study. The main objective of this survey was to analyze the influence of gender relations in the insertion of men and women in the job market and to analyze the question of feminine submission in the professional world. These questions were analyzed considering the current period of the worldwide capitalism, from the characteristics of productive process and the growth of the service sectors. The research was made with a group of workers on the production sectors; attendance, management and human resources at restfood store, where six clerks were interviewed. Through our research, it is possible to perceive the permanence of the sexual division at the job in the interior of the productive processes at Restfood, that puts the woman in a subordinate position in relation to the man. This result can be confirmed if we considerate that the women, on this chain of food, occupy in first place the function of waitress and on this, trere s no functional progression, while her workmates (the men) for occupying other functions can progress inside the company. It was also evidenced that in a context of globalization of the capital, deregulation and disrespect of labor laws, the capital acts without any respect to workers. That was what we observed at the interviewer speech; the scarcity of the conditions of work and the constant disrespect of the labor laws. This way, we could evidence that the scarcity of work conditions hit men and women, but it has a crueler face with the women, and this one reproduces itself, day by day in the process of social reproduction, through family life, insertion in the world of the work, information and received social education. So, the capital explores all of them, but the gender relations create to the capital, the possibility of a different degree of exploration, becoming this way, the women main victims herself

Avaliação das condições de trabalho dos servidores braçais de instituição pública

Descrevem-se as condições de trabalho dos servidores braçais da Prefeitura Municipal de Botucatu (PMB), Brasil, procurando identificar as condições mais freqüentes e mais graves de riscos ocupacionais. Foi analisada a morbidade registrada no ambulatório dos servidores municipais, no período de 17 de julho a 4 de dezembro de 1987; foram analisados os acidentes de trabalho sofridos e registrados pelos servidores municipais nos anos de 1984, 1985,1986 e 1987. A descrição dos setores braçais revelou que as tarefas executadas na PMB são, majoritariamente, executadas manualmente, sem tecnologia, evidenciando condições potenciais para gerar acidentes de trabalho e posições antiergonômicas como as condições de risco mais freqüentes. Os coeficientes de gravidade desses mesmos acidentes elevaram-se desde 1984, sendo o de 1987, 1,85 vezes maior que o de 1984. A análise da causa externa e natureza da lesão decorrentes dos ATs validam a descrição do processo de trabalho e das condições de risco ocupacionais observadas. Os agravos mais freqüentes registrados no ambulatório foram: hipertensão arterial, outras circunstâncias familiares não especificadas (problemas pessoais), lombalgia, gripe, alcoolismo crônico e gastroenterocolite aguda, sendo que todas essas doenças (exceto problemas pessoais) foram mais freqüentes nos servidores braçais do que nos administrativos. Propõe-se a implantação de um programa de saúde ocupacional voltado aos servidores municipais da PMB.

Grafias não-convencionais da coda silábica nasal em dados de escrita de jovens e adultos em processo de alfabetização

Pós-graduação em Estudos Linguísticos - IBILCE

Estudo dos problemas ergonômicos da posição sentada em bancários

Coordenação de Aperfeiçoamento de Pessoal de Nível Superior (CAPES)

Entre bancos e espadas: os bastidores da mediação no sindicato dos bancários do Pará entre 1964 e 1974

Aborda o impacto da 1 Reforma Bancária no Pará entre 1964 e 1974 e a institucionalização do Estado Autoritário pelo Regime Militar pós-64. O Estado Autoritário, justamente com políticas de controle social e fechamento político contribuiu para um arrocho salarial, controlando reivindicações e reações dos trabalhadores. Com o cenário da Reforma Bancária, os bancos tiveram que se adaptar ao novo formato do sistema com aumento de capital e mais adiante se desenvolveu um clima propício à reivindicação englobando a luta dos trabalhadores ao longo de várias etapas. Fruto de uma tradição anterior, a experiência de classe presente na prática de movimento sindical assumiu a mediação nas negociações junto aos representantes do Estado.

Reestruturação produtiva, inovações tecnológicas nos bancos nas décadas de 1980 e 1990: mudanças no perfil do trabalhador bancário em Belém

Este trabalho tem como objetivo demonstrar que a reestruturação produtiva bancária no Brasil, nas décadas de 1980 e 1990, com foco para a realidade em Belém, é resultado de um conjunto de eventos econômicos, sociais e políticos em nível internacional com sérias repercussões no mundo do trabalho. O trabalho percorre tentando compreender os impactos da reestruturação produtiva nos bancos com ênfase para a questão do emprego, envolvendo a automação e a lógica flexível na relação dos direitos; a mudança de perfil dos trabalhadores bancários por conta das transformações do modelo de produção em nível geral no mundo do trabalho. Estas mudanças vieram acompanhadas de um desenvolvimento rigoroso de organização do trabalho, que consistiu em um processo complexo de mudanças no sistema produtivo com a introdução de novas tecnologias para aumentar a produtividade e diminuir a intervenção humana na produção e serviços, ocorridos nas últimas décadas no contexto da crise estrutural do capitalismo. O foco específico tenta responder como transformações interferiram no trabalho bancário, mudando o perfil dos trabalhadores, diminuindo, deste modo, a intervenção dos bancários nas tarefas, o que redundou em desemprego, precarização do trabalho e novas qualificações, como a polivalência funcional, novas competências para os bancários se enquadrarem às exigências do mercado e trabalho.

The Charity and the Poverty

At the end of the middle Ages, financial savings institutions developed, largely in response to the increasingly usurious money-lending practices of the Jews and to the adaptation of church authorities to the by then well developed commercial and financial operations. It was the Franciscan Order that took the initiative to develop such institutions, first in Italy and later in other western European Mediterranean towns. These were the so-called Monte di Pieta, which lent money at low rates of interest taking objects in pawn as security. However, as they had to operate with circulating capital and on the principles of savings banks, they may be considered to be the predecessors of modern banks. Although charity was declared in the very names of these institutions, this was no longer in the sense of the medieval mercy towards the virtuous poor, but more a support for impoverished members of higher social strata, as loan applicants had to place valuable movable property in pawn, meaning that they first had to possess such property. In spite of this, the institutions had the character of the primeval accumulation of capital, although not so much for individuals as for a community or, in the latter's name, for a commune, i.e. the local authority, which at least in the cases of Koper and Piran was also the founder. However, the stagnation of trade with the hinterland and the decline in the economic power of the Venetian Republic, particularly in the late 17th and early 18th centuries, pushed pawnshops into a more miserable existence, with ups and downs linked with the irregularities of profit-making on behalf of the institution, particularly by its clerks.

The Position of Russian Provinical Officialdom in the Middle of the 19th Century: Law and Life

The study considered the discrepancy between the official status and real position of Russian provincial officialdom in the middle of the 19th century. The law was not entirely coherent in all aspects of the officials' life and activity, with ordinary deviations from the law being adopted in practice and accepted, albeit not openly, by the public and sometimes even by the authorities. The main law determining the rights and duties of governors was never followed to the letter and in reality governors' activities were determined by the common (unwritten) law existing in the governmental sphere. The volume and nature of the governors' rights depended on a range of factors, with specific regional features and the governor's personal qualities having a particular significance. The standard of living of government clerks was much higher than their official salary would permit and Matkhanova studied the most widespread cases of abuse, identifying those positions in the administration which offered the most opportunities for such abuses. At the start of the period and on the eve of the reforms public opinion towards the bribery of officials underwent a change. From the late 1850s onwards, there appeared among provincial officials a group of young well-educated clerks with liberal ideas and a new system of moral values which did not allow them to accept bribes or infringe the law in any way. There was also a non-official hierarchy side by side with the legally existing one. A significant role in governing the region, and one which has been underestimated by historians, was played by the head of the governor's office, but the reforms of the 1860s contributed to changing this state of affairs.

Una bella roba. ‘Novellare’ als Erzählkonzept in Boccaccios ›Decameron‹

Der narrative Entwurf von Boccaccios ›Decameron‹ und Boccaccios theoretische Reflexionen über das Erzählen stehen klar im Fluchtpunkt der horazischen Lehre des prodesse et delectare. Vor diesem Horizont entwickelt Boccaccio sein Konzept des novellare, das einerseits ein ‚Wiedererzählen’ (analog zu mhd. erniuwen) beinhaltet und andererseits zu einer neuen Autonomie des Erzählens vorstößt. Beobachten lässt sich dieser Vorgang des Erneuerns weniger in Boccaccios theoretischen Ausführungen (etwa im Schlusswort des ›Decameron‹ oder in den ›Genealogie deorum gentilium‹) als in seiner dichterischen Praxis. Als Schlüsseltext wird im Vortrag die Novelle von der duldsamen Griselda herangezogen, die das ›Decameron‹ beschließt und die mit den Worten una bella roba endet. Das ‚schöne Kleid’ ist einerseits traditionelle Dichtungsmetapher (im Horizont des investire bzw. integumentum), andererseits intradiegetischer Bestandteil des Erzähl-‚Stoffs’ der Novelle. Bei Boccaccio dürfte das Gewand der Griselda, zusammen mit deren wiederholt thematisierter Nacktheit, dazu dienen, eine in die Novelle verpackte stoische Lehre zu vergegenwärtigen, diese in eine Erzählung ‚einzukleiden’. Das Kleid der Griselda wird so zur ‚Pathosformel’ (in der Begrifflichkeit A. Warburgs) bzw. zum ‚Faltenwurf’ (in der Begrifflichkeit G. Didi-Hubermans), mithin zur Verkörperung eines ‚neuen Erzählens’, das sich (im Gegensatz etwa zu Dante) von metaphysischen Entwürfen emanzipiert und in der Autonomie sprachlicher Kunstfertigkeit, bis an die Grenzen des Erzählbaren gehend und didaktische Ansprüche überwindend, die Möglichkeiten literarischer Darstellung ausreizt. Von den Zeitgenossen wurde dieses Experiment zwar wahrgenommen, in seinen Dimensionen aber nur ansatzweise erkannt. Symptomatisch für diese Form der Rezeption ist Petrarcas lateinische Übersetzung der ›Griselda‹-Novelle (›Seniles‹, XVII,3), wobei der Verfasser – seinerseits die Kleidermetaphorik bemühend – das Übersetzen als ein stilo alio retexere auffasst und seine Version den (wohl vorwiegend männlich intendierten Lesern) als auf Gott hin orientierte Lehre anempfiehlt: ut legentes ad imitandam saltem femine constantiam excitarem, ut [...] hoc prestare Deo nostro audeant. Diese Rückführung von Boccaccios erzählerischem Wagnis ins Didaktische zeigt sich auch in der Rezeption von Petrarcas Übersetzung, durch welche die Novelle im Europa des 14. und 15. Jahrhunderts weite Verbreitung fand: In einer der Haupthandschriften von Chaucers ›Canterbury Tales‹, dem Hengwrt Manuscript (Aberystwyth, National Library of Wales), wird die auf der ›Griselda‹-Novelle aufbauende Erzählung des Scholaren (›The Clerk’s Tale‹) mit Bestandteilen aus Petrarcas Übersetzung glossiert; in einer Handschrift aus dem Besitz des Nürnberger Humanisten Hartmann Schedel (München, Bayerische Staatsbibliothek, Clm 504) wird Petrarcas Konzept des stilo alio retexere erläutert als: claram facere, nudare [...], aperire, wobei hier die in Boccaccios Novelle intradiegetisch enthaltene Spannung von ‚Einkleidung’ und ‚Nacktheit’ auf einer lehrhaften Ebene fortwirkt.

Determinants of cervical cancer screening among women workers in Monterrey, Mexico

Introduction. Cervical cancer is the most common and lethal cancer among Mexican women. A nationwide cervical cancer screening program established in 1974 has had little impact on cervical cancer incidence or mortality rates. This case-control study was designed to determine the association between knowledge factors and structural, organizational, and sociocultural perceptions related to adherence to cervical cancer screening guidelines among women living and working in Monterrey, Mexico.^ Methods. Cases were defined as sexually active female store clerks ages 18-64 who do not adhere to cervical cancer screening guidelines in accordance with the Official Mexican Standard (Norma Oficial Mexicana, NOM 014-SSA2-1994). Controls were defined as sexually active female store clerks ages 18-64 who do adhere to cervical cancer screening guidelines in accordance with the NOM. Participants (N = 229) answered survey questions regarding cervical cancer screening practices as well as their knowledge and perceptions about screening for cervical cancer. Two multivariate logistic regression models were built to analyze (1) knowledge factors and (2) perceptions significantly associated with adherence in univariate analysis.^ Results. Having no or inaccurate knowledge of national cervical cancer screening guidelines (OR = 11.05, 95%CI: 4.28, 28.54) and no knowledge of the utility of the Papanicolaou (Pap) exam (OR = 6.77, 95%CI: 0.99, 46.43) were risk factors for non-adherence to cervical cancer screening guidelines. Perceptions of fear or embarrassment of the Pap exam (OR = 16.17, 95%CI: 5.08, 51.49) and lower levels of spousal or partner acceptance of the Pap exam (OR = 5.82, 95%CI: 1.34, 25.31) were risk factors for non-adherence to cervical cancer screening guidelines.^ Conclusion. Knowledge factors and sociocultural perceptions related to cervical cancer screening were strong predictors of adherence to screening guidelines. Future studies may be able to further explore these findings with larger sample sizes and in other populations in Mexico. By identifying these factors, future population-specific recommendations and interventions to increase screening rates can be formulated with the long-term goal of reducing morbidity and mortality from cervical cancer among Mexican women.^

Longleat House MS 257: a description

From fresh examination of the manuscript, this paper presents a codicological description of Longleat House MS 257, a fifteenth-century codex in vellum that contains Lydgate’s Siege of Thebes, Chaucer’s Knight’s and Clerk’s Tale, and Ipomedon C, among other texts. First, the article discusses the date and place of production of this textual artifact, and after listing the contents of the volume, it examines the manuscript’s material circumstances, provides the collation and compilation, describes the morphology of the hands, and analyzes the decoration.

Ledger book of a court clerk, 1768-1773

Ledger book of Isaac Rindge, chief clerk of the court of common pleas in New Hampshire, listing charges to various individuals for writs and fines.