Co-criação de valor do consumidor : impacto na fidelização do paciente ao médico

RESUMO - Confrontados por uma procura mais ativa e exigente e pressionados por uma maior restrição orçamental, os prestadores de saúde têm vindo a reconhecer o Marketing de Fidelização como uma solução sustentável para o seu sucesso financeiro. Assim, a autora explora como se desenvolve a cocriação de valor do consumidor no setor de saúde, nomeadamente, as interações, os atores e as atividades envolvidas na gestão e tratamento da doença. O projeto de investigação foca-se particularmente na cocriação de valor entre o médico regular e o paciente. Foi realizada uma pesquisa exploratória de natureza qualitativa. Os dados recolhidos na APDP, a uma amostra de 16 pacientes diabéticos através da técnica de entrevistas aprofundadas, revelaram que os estilos práticos de criação de valor do consumidor (CVCPS) desenvolvido por McColl-Kennedy et al. (2012) adequam-se às características desta doença. Os resultados do estudo sustentam que os pacientes com estilos práticos de cocriação de valor do consumidor “Parceria” e “Gestor de equipa” tendem a estar associados a um nível de fidelização elevado, pelo que se sugere que estes estilos sejam encorajados pelos prestadores. Em contraste, o Estilo de cocriação “Colaboração Passiva” está potencialmente associado a níveis de fidelização reduzidos, o que também sugere que a participação do paciente no seu relacionamento com o médico possa ser um fator potenciador da sua fidelização. O presente projeto de Investigação pretende ser um contributo teórico para investigação futura na área da cocriação e fidelização, com uma aplicação empírica que contribui para uma maior extensividade dos benefícios da cocriação de valor do consumidor para a Gestão em Saúde.

FNAC - a experiência da cultura. Lugar de encontro entre a marca e o consumidor

O presente relatório de estágio curricular, integrado no curso de Mestrado em Ciências da Comunicação da Universidade Nova de Lisboa, corresponde ao resultado do trabalho desenvolvido no Departamento de Marketing e Comunicação Institucional da FNAC, num período aproximado de 5 meses, de Agosto de 2013 a Janeiro de 2014. Com a realização do estágio procurei identificar de que maneira uma empresa como a FNAC pôde contribuir para alterar o paradigma de distribuição de produtos culturais e tecnológicos e pôde influenciar o consumo de bens culturais da sociedade, através da sua política de livre acesso aos eventos promovidos no Fórum FNAC e da livre consulta dos produtos comercializados. Tendo como ponto de partida a componente lectiva do curso de Mestrado em Ciências da Comunicação e o estágio na FNAC sob a orientação do Dr. Viriato Filipe, procurou-se enquadrar as actividades desenvolvidas pelo departamento no contexto social em que se deu o aparecimento da FNAC em França, nos anos 1950, bem como perspetivar as implicações futuras, contribuindo, desta forma, para o conhecimento científico na área do consumo cultural.

Comportamento do consumidor brasileiro no e-commerce

Este é um estudo sobre o perfil do e-consumidor brasileiro. Através de um enquadramento do ecommerce no Brasil e de uma pesquisa qualitativa, o trabalho busca identificar quem é este consumidor, o que ele compra, porque ele compra online, como coleta as informações necessárias para escolher um produto ou serviço, quais são os fatores determinantes da compra e quais os locais escolhidos.

O incumprimento do contrato de crédito ao consumo pelo consumidor

Consumer relations, established between the Consumer and the Creditor, which carry a consequent inequality of contractual positioning between the parties, have been pushing the legislator to adopt more rigid regulations with regard to lending for the purchase of goods or services of consum issues. In this sense, the Decree-Law 359/91 was approved, meanwhile repealed by the Decree-Law 133/2009, which regulates the consumer credit agreement’s regime in the portuguese legal system. Through this contract, the financier makes available to the consumer a certain amount of money, which the consumer must repay, plus the respective remuneration (interest) and other charges, according to a refund plan agreed by the parties. The consumer will be in delay if he breaches this stipulation. In case of default, the creditor, notwithstanding, can choose to wait for the performance by the debtor, promote the loss of benefit of the term or the termination of the contract. From the outset it would seem that, in one way or another, the financier, by imposing a forced shortening of the contract duration initially agreed, will lose the right to remuneration for the provision of capital agreed, but not verified. Nevertheless, unlike presently, the previous regime allowed the parties to rule otherwise, being permitted to agree to the payment of interest of outstanding installments. On the other hand, in the consumer credit contract the principle of freedom of contractual provision of the parties is strongly mitigated by the special legislation, which prevents the waiver of rights by the consumer, and by the regime of general contractual terms, which restricts the freedom of the financier to stipulate the contractual content freely and the freedom of the consumer to negotiate. For all these reasons, associated with the growing need of credit resource to satisfy their needs of consumption, it is confirm the relevance of legislative intervention on consumers protection in the context of hiring credit.

O incumprimento do contrato de crédito ao consumo pelo consumidor

Consumer relations, established between the Consumer and the Creditor, which carry a consequent inequality of contractual positioning between the parties, have been pushing the legislator to adopt more rigid regulations with regard to lending for the purchase of goods or services of consum issues. In this sense, the Decree-Law 359/91 was approved, meanwhile repealed by the Decree-Law 133/2009, which regulates the consumer credit agreement’s regime in the portuguese legal system. Through this contract, the financier makes available to the consumer a certain amount of money, which the consumer must repay, plus the respective remuneration (interest) and other charges, according to a refund plan agreed by the parties. The consumer will be in delay if he breaches this stipulation. In case of default, the creditor, notwithstanding, can choose to wait for the performance by the debtor, promote the loss of benefit of the term or the termination of the contract. From the outset it would seem that, in one way or another, the financier, by imposing a forced shortening of the contract duration initially agreed, will lose the right to remuneration for the provision of capital agreed, but not verified. Nevertheless, unlike presently, the previous regime allowed the parties to rule otherwise, being permitted to agree to the payment of interest of outstanding installments. On the other hand, in the consumer credit contract the principle of freedom of contractual provision of the parties is strongly mitigated by the special legislation, which prevents the waiver of rights by the consumer, and by the regime of general contractual terms, which restricts the freedom of the financier to stipulate the contractual content freely and the freedom of the consumer to negotiate. For all these reasons, associated with the growing need of credit resource to satisfy their needs of consumption, it is confirm the relevance of legislative intervention on consumers protection in the context of hiring credit.

A segurança dos consumidores

The present report, about consumer’s safety, shows the development of the knowledge on this particular subject and the actions carried out by entities that fight for the protection of consumer’s rights. The internship was based on the knowledge acquirement on the theoretical and practical aspects of the fight lead by the Direção Geral do Consumidor, together with other entities, towards the elimination or solely the reduction of risks caused by some products and services made available for the consumers or put on the market. During the internship, I counted with the support of my supervisor in the DGC, Dr. Ana Catarina Fonseca and, for the writing of the report, I had the help of my thesis advisor, Dr. Jorge Morais Carvalho, whenever I needed constructive criticism. My participation on the creation of the informative brochures about consumer’s safety, and the study of the legislation used by the DGC on the daily work, enabled me, effectively, to consolidate my guiding principles as a future professional on the matters of the creation of entities, private and public, which aim to ensure the protection of consumers’s rights, informing them of the possible risks or solving the already existing problems, removing dangerous products and services from the market.The report clarifies the action of the DGC on the protection of consumer’s safety, and enables some knowledge on the relations between the entities that work for the protection of the consumers and the market operators and on their work on identifying dangerous products and warning the consumers about it. The final part of this report contains information that allows us to form an idea of the importance that consumer safety has had in Cape Verde, compared with the laws of Portugal on the matter.

A protecção jurídica do consumidor em Angola

The scope of the present work is to study the legal protection conferred upon the consumer in Angola, especially as regards electronic communication agreements. Its purpose is to promote consumers’ rights and contribute to its defence given the relatively privileged position of professionals in their relationship with consumers. With this in mind, we have made a description of the Consumer Law in Angola based on the Angolan Constitution (as the law that establishes the fundamental rights and guarantees of citizens) and on the Consumer’s Defence Law, which, as the basic law regarding consumers’ rights, provides the framework for this dissertation. We have analysed several aspects relating to consumer relationships, starting from its concept and rights of consumers and covering the legal and contractual mechanisms put in place for their protection. We have also analysed the Advertising Law with a view to better understand consumer’s rights before advertising campaigns carried out by professionals whilst promoting their goods and services and, additionally, to understand the duties and principles that shall be complied with in such campaigns with the purpose to protect the rights and interests of consumers. From a criminal point of view, we have briefly covered the crimes against consumers provided for in the Penal Code and the Law of Infractions against the Economy. In the second part of this work, we have summarised the institutions that protect the rights and interests of consumers, which include the Public Prosecutor Office, the National Institute for the Defence of the Consumers and the Consumers’ Associations. The third and last part of this work covers electronic communications agreements. Given the fact that there is no specific legislation in this matter, our analysis was based on the Civil Code – specifically the part relating to contracts – the Law on General Contractual Terms and Conditions and the Consumer’s Defence Law. We have analysed the formation of contracts, compliance and consumers’ rights resulting from contract breach. We further have appealed to the Angolan legislator to legislate certain aspects of consumer relationships, especially those where breach of consumers’ rights are blatant and facilitated by the lack of specific laws addressing such cases.

Clinical benefit of fulvestrant in postmenopausal women with advanced breast cancer and primary or acquired resistance to aromatase inhibitors: final results of phase II Swiss Group for Clinical Cancer Research Trial (SAKK 21/00).

BACKGROUND: The aim of this study was to evaluate the efficacy and tolerability of fulvestrant, an estrogen receptor antagonist, in postmenopausal women with hormone-responsive tumors progressing after aromatase inhibitor (AI) treatment. PATIENTS AND METHODS: This is a phase II, open, multicenter, noncomparative study. Two patient groups were prospectively considered: group A (n=70) with AI-responsive disease and group B (n=20) with AI-resistant disease. Fulvestrant 250 mg was administered as intramuscular injection every 28 (+/-3) days. RESULTS: All patients were pretreated with AI and 84% also with tamoxifen or toremifene; 67% had bone metastases and 45% liver metastases. Fulvestrant administration was well tolerated and yielded a clinical benefit (CB; defined as objective response or stable disease [SD] for >or=24 weeks) in 28% (90% confidence interval [CI] 19% to 39%) of patients in group A and 37% (90% CI 19% to 58%) of patients in group B. Median time to progression (TTP) was 3.6 (95% CI 3.0 to 4.8) months in group A and 3.4 (95% CI 2.5 to 6.7) months in group B. CONCLUSIONS: Overall, 30% of patients who had progressed following prior AI treatment gained CB with fulvestrant, thereby delaying indication to start chemotherapy. Prior response to an AI did not appear to be predictive for benefit with fulvestrant.

Evaluation of Bond Retainage in Portland Cement Concrete Overlays Using Infrared Thermography and Ground Penetrating Radar, HR-537, Final Report, 1989

When concrete deterioration begins to occur in highway pavement, repairs become necessary to assure the rider safety, extend its useful life and restore its riding qualities. One rehabilitation technique used to restore the pavement to acceptable highway standards is to apply a thin portland cement concrete (PCC) overlay to the existing pavement. First, any necessary repairs are made to the existing pavement, the surface is then prepared, and the PCC overlay is applied. Brice Petrides-Donohue, Inc. (Donohue) was retained by the Iowa Department of Transportation (IDOT) to evaluate the present condition with respect to debonding of the PCC overlay at fifteen sites on Interstate 80 and State Highway 141 throughout the State of Iowa. This was accomplished by conducting an infrared thermographic and ground penetrating radar survey of these sites which were selected by the Iowa Department of Transportation. The fifteen selected sites were all two lanes wide and one-tenth of a mile long, for a total of three lane miles or 190,080 square feet. The selected sites are as follows: On Interstate 80 Eastbound, from milepost 35.25 to 35.35, milepost 36.00 to 36.10, milepost 37.00 to 37.10, milepost 38.00 to 38.10 and milepost 39.00 to 39.10, on State Highway 141 from milepost 134.00 to 134.10, milepost 134.90 to milepost 135.00, milepost 135.90 to 136.00, milepost 137.00 to 137.10 and milepost 138.00 to 138.10, and on Interstate 80 Westbound from milepost 184.00 to 184.10, milepost 185.00 to 185.10, milepost 186.00 to 186.10, milepost 187.00 to 187.10, and from milepost 188.00 to 188.10.

[17]: Mamelles 1er acte [Les Mamelles de Tirésias, Paris] ; [18]: Mamelles (Paris) - Final acte I

Ancien possesseur : Poulenc, Francis (1899-1963)

Informe final: Medición de la satisfacción de la renovación de la matricula mercantil del año 2012 - Sede Norte

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Informe final: Medición de la satisfacción de la renovación de la matricula mercantil del año 2012 - Sede Poloquemao

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Informe final consolidado: Medición de la satisfacción y lealtad con el servicio de renovación de la Matrícula Mercantil de la CCB del 2012- Canal presencial (sedes)

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Informe final: Medición de la satisfacción de la renovación de la matricula mercantil del año 2012 - Sede Sede Restrepo

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Informe final de investigación

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