Do tratamento das reclamações à gestão da insatisfação: o comportamento de empresas hoteleiras mediante a insatisfação de seus clientes

Consumer dissatisfaction, when properly handled, is a significant information source for the manager. Studies in this area allow broadening the understanding of certain customer attitudes and behaviors, such as loyalty, repurchase intention or satisfaction and trust increase. Above and beyond supporting consumer feedback, dissatisfaction can provide significant opportunities for organizational learning. Starting from dissatisfied customer information, companies can detect service flaws and develop new products. This work presents the results of an investigation on the behavior of businesses belonging to the hotel sector in Natal, RN, through the dissatisfaction of their customers. We have sought to map the main problems presented by customers to hotels, in the perception of managers and employees, as well as to understand both the process of dissatisfactionrelated data collection, analysis, and processing, and the utilization of such information by businesses. Beyond this, we have compared the habits of organizations to the company reaction approaches described in the literature: Complaint Handling, Complaint Management, and Dissatisfaction Management. The used methodology has been based on case study. Data was collected via indepth interviews with managers and employees in six hotels, two independent ones and four belonging to national and international hotel networks. We have also made use of documents provided by the organizations, such as guest complaint registers and reports from satisfaction surveys on which content analysis was subsequently performed. The results of the investigation point to a high level of awareness in the companies concerning the importance of consumer dissatisfaction. Even though the maximum grade in the procedure scale is not achieved, it has been observed that answer to dissatisfaction is given in planned and systematic form, geared towards consumer satisfaction and improvement of products and processes. Hotel businesses still have to look into other possibilities for mapping consumer dissatisfaction, which implies, among other aspects, articulation with a range of public and private organizations in such a way as to guarantee sustainability of touristic activities in the long term

Children with Learning Disabilities and Challenging Behaviour: Relationship between Parents and Professionals

This multi-perspectival Interpretive Phenomenological Analysis (IPA) study explored how people in the ‘networks of concern’ talked about how they tried to make sense of the challenging behaviours of four children with severe learning disabilities. The study also aimed to explore what affected relationships between people. The study focussed on 4 children through interviewing their mothers, their teachers and the Camhs Learning Disability team members who were working with them. Two fathers also joined part of the interviews. All interviews were conducted separately using a semi-structured approach. IPA allowed both a consideration of the participant’s lived experiences and ‘objects of concern’ and a deconstruction of the multiple contexts of people’s lives, with a particular focus on disability. The analysis rendered five themes: the importance of love and affection, the difficulties, and the differences of living with a challenging child, the importance of being able to make sense of the challenges and the value of good relationships between people. Findings were interpreted through the lens of CMM (Coordinated Management of Meaning), which facilitated a systemic deconstruction and reconstruction of the findings. The research found that making sense of the challenges was a key concern for parents. Sharing meanings were important for people’s relationships with each other, including employing diagnostic and behavioural narratives. The importance of context is also highlighted including a consideration of how societal views of disability have an influence on people in the ‘network of concern’ around the child. A range of systemic approaches, methods and techniques are suggested as one way of improving services to these children and their families. It is suggested that adopting a ‘both/and’ position is important in such work - both applying evidence based approaches and being alert to and exploring the different ways people try and make sense of the children’s challenges. Implications for practice included helping professionals be alert to their constructions and professional narratives, slowing the pace with families, staying close to the concerns of families and addressing network issues.

Paire stéréoscopique Panomorphe pour la reconstruction 3D d’objets d’intérêt dans une scène

Il existe désormais une grande variété de lentilles panoramiques disponibles sur le marché dont certaines présentant des caractéristiques étonnantes. Faisant partie de cette dernière catégorie, les lentilles Panomorphes sont des lentilles panoramiques anamorphiques dont le profil de distorsion est fortement non-uniforme, ce qui cause la présence de zones de grandissement augmenté dans le champ de vue. Dans un contexte de robotique mobile, ces particularités peuvent être exploitées dans des systèmes stéréoscopiques pour la reconstruction 3D d’objets d’intérêt qui permettent à la fois une bonne connaissance de l’environnement, mais également l’accès à des détails plus fins en raison des zones de grandissement augmenté. Cependant, à cause de leur complexité, ces lentilles sont difficiles à calibrer et, à notre connaissance, aucune étude n’a réellement été menée à ce propos. L’objectif principal de cette thèse est la conception, l’élaboration et l’évaluation des performances de systèmes stéréoscopiques Panomorphes. Le calibrage a été effectué à l’aide d’une technique établie utilisant des cibles planes et d’une boîte à outils de calibrage dont l’usage est répandu. De plus, des techniques mathématiques nouvelles visant à rétablir la symétrie de révolution dans l’image (cercle) et à uniformiser la longueur focale (cercle uniforme) ont été développées pour voir s’il était possible d’ainsi faciliter le calibrage. Dans un premier temps, le champ de vue a été divisé en zones à l’intérieur desquelles la longueur focale instantanée varie peu et le calibrage a été effectué pour chacune d’entre elles. Puis, le calibrage général des systèmes a aussi été réalisé pour tout le champ de vue simultanément. Les résultats ont montré que la technique de calibrage par zone ne produit pas de gain significatif quant à la qualité des reconstructions 3D d’objet d’intérêt par rapport au calibrage général. Cependant, l’étude de cette nouvelle approche a permis de réaliser une évaluation des performances des systèmes stéréoscopiques Panomorphes sur tout le champ de vue et de montrer qu’il est possible d’effectuer des reconstructions 3D de qualité dans toutes les zones. De plus, la technique mathématique du cercle a produit des résultats de reconstructions 3D en général équivalents à l’utilisation des coordonnées originales. Puisqu’il existe des outils de calibrage qui, contrairement à celui utilisé dans ce travail, ne disposent que d’un seul degré de liberté sur la longueur focale, cette technique pourrait rendre possible le calibrage de lentilles Panomorphes à l’aide de ceux-ci. Finalement, certaines conclusions ont pu être dégagées quant aux facteurs déterminants influençant la qualité de la reconstruction 3D à l’aide de systèmes stéréoscopiques Panomorphes et aux caractéristiques à privilégier dans le choix des lentilles. La difficulté à calibrer les optiques Panomorphes en laboratoire a mené à l’élaboration d’une technique de calibrage virtuel utilisant un logiciel de conception optique et une boîte à outils de calibrage. Cette approche a permis d’effectuer des simulations en lien avec l’impact des conditions d’opération sur les paramètres de calibrage et avec l’effet des conditions de calibrage sur la qualité de la reconstruction. Des expérimentations de ce type sont pratiquement impossibles à réaliser en laboratoire mais représentent un intérêt certain pour les utilisateurs. Le calibrage virtuel d’une lentille traditionnelle a aussi montré que l’erreur de reprojection moyenne, couramment utilisée comme façon d’évaluer la qualité d’un calibrage, n’est pas nécessairement un indicateur fiable de la qualité de la reconstruction 3D. Il est alors nécessaire de disposer de données supplémentaires pour juger adéquatement de la qualité d’un calibrage.

Physician choice making and characteristics associated with using physician-rating websites: cross-sectional study

BACKGROUND: Over the past decade, physician-rating websites have been gaining attention in scientific literature and in the media. However, little knowledge is available about the awareness and the impact of using such sites on health care professionals. It also remains unclear what key predictors are associated with the knowledge and the use of physician-rating websites. OBJECTIVE: To estimate the current level of awareness and use of physician-rating websites in Germany and to determine their impact on physician choice making and the key predictors which are associated with the knowledge and the use of physician-rating websites. METHODS: This study was designed as a cross-sectional survey. An online panel was consulted in January 2013. A questionnaire was developed containing 28 questions; a pretest was carried out to assess the comprehension of the questionnaire. Several sociodemographic (eg, age, gender, health insurance status, Internet use) and 2 health-related independent variables (ie, health status and health care utilization) were included. Data were analyzed using descriptive statistics, chi-square tests, and t tests. Binary multivariate logistic regression models were performed for elaborating the characteristics of physician-rating website users. Results from the logistic regression are presented for both the observed and weighted sample. RESULTS: In total, 1505 respondents (mean age 43.73 years, SD 14.39; 857/1505, 57.25% female) completed our survey. Of all respondents, 32.09% (483/1505) heard of physician-rating websites and 25.32% (381/1505) already had used a website when searching for a physician. Furthermore, 11.03% (166/1505) had already posted a rating on a physician-rating website. Approximately 65.35% (249/381) consulted a particular physician based on the ratings shown on the websites; in contrast, 52.23% (199/381) had not consulted a particular physician because of the publicly reported ratings. Significantly higher likelihoods for being aware of the websites could be demonstrated for female participants (P<.001), those who were widowed (P=.01), covered by statutory health insurance (P=.02), and with higher health care utilization (P<.001). Health care utilization was significantly associated with all dependent variables in our multivariate logistic regression models (P<.001). Furthermore, significantly higher scores could be shown for health insurance status in the unweighted and Internet use in the weighted models. CONCLUSIONS: Neither health policy makers nor physicians should underestimate the influence of physician-rating websites. They already play an important role in providing information to help patients decide on an appropriate physician. Assuming there will be a rising level of public awareness, the influence of their use will increase well into the future. Future studies should assess the impact of physician-rating websites under experimental conditions and investigate whether physician-rating websites have the potential to reflect the quality of care offered by health care providers.

Aplicação da metodologia DMAIC a uma linha de produção de cartão canelado

O presente trabalho resultou da realização de um estágio curricular na empresa Fábrica de Papel e Cartão da Zarrinha, S.A.. O trabalho incide sobre a aplicação da metodologia DMAIC da abordagem Seis-Sigma a uma linha de produção de cartão canelado, mais especificamente a um tipo de não conformidade do mesmo, denominado por cartão com Warp (ou cartão com empeno). Através desta aplicação, foi possível encontrar as principais causas-raíz do problema em questão e delinear possíveis ações de melhoria para solucionar o mesmo. Durante a implementação desta metodologia foram utilizadas várias ferramentas de qualidade que permitiram uma melhor gestão e tratamento da informação de forma a agilizar alguns processos também como a comunicação interna. Sob a forma de resultados, além de se testemunhar a diminuição de placas e embalagens de cartão com warp, conseguiu-se também a sensibilização dos vários departamentos para a problemática em questão e, principalmente, para a utilização e consciencialização da metodologia Seis-Sigma e dos seus benefícios.

Conceção e pré-teste de comunicação de uma campanha publicitária para a revista "Courrier Internacional"

Trabalho de projeto apresentado à Escola Superior de Comunicação Social como parte dos requisitos para obtenção de grau de mestre em Publicidade e Marketing.

Writing disenchantment: British First World War Prose, 1914-30.

This book argues that disenchantment is not only a response to wartime experience, but a condition of modernity with a language that finds extreme expression in First World War literature. The objects of disenchantment are often the very same as the enchantments of scientific progress: bureaucracy, homogenisation and capitalism. Older beliefs such as religion, courage and honour are kept in view, and endure longer than often is realised. Social critics, theorists and commentators of the late nineteenth and early twentieth centuries provide a rich and previously unexplored context for wartime and post-war literature. The rise of the disenchanted narrative to its predominance in the War Books Boom of 1928 – 1930 is charted from the turn of the century in texts, archival material, sales and review data. Rarely-studied popular and middlebrow novels are analysed alongside well-known highbrow texts: D. H. Lawrence, Virginia Woolf, H. G. Wells and Rebecca West rub shoulders with forgotten figures such as Gilbert Frankau and Ernest Raymond. These sometimes jarring juxtapositions show the strained relationship between enchantment and disenchantment in the war and the post-war decade.

Data-driven Automatic Edge Sharpening

Sharpening is a powerful image transformation because sharp edges can bring out image details. Sharpness is achieved by increasing local contrast and reducing edge widths. We present a method that enhances sharpness of images and thereby their perceptual quality. Most existing enhancement techniques require user input to improve the perception of the scene in a manner most pleasing to the particular user. Our goal of image enhancement is to improve the perception of sharpness in digital images for human viewers. We consider two parameters in order to exaggerate the differences between local intensities. The two parameters exploit local contrast and widths of edges. We start from the assumption that color, texture, or objects of focus such as faces affect the human perception of photographs. When human raters are presented with a collection of images with different sharpness and asked to rank them according to perceived sharpness, the results have shown that there is a statistical consensus among the raters. We introduce a ramp enhancement technique by modifying the optimal overshoot in the ramp for different region contrasts as well as the new ramp width. Optimal parameter values are searched to be applied to regions under the criteria mentioned above. In this way, we aim to enhance digital images automatically to create pleasing image output for common users.

Gestão da disciplina : um desafio a refletir na formação do docente generalista

Relatório de Estágio apresentado à Escola Superior de Educação de Paula Frassinetti para obtenção do grau de Mestre em Educação Pré-Escolar e Ensino do 1º Ciclo do Ensino Básico,sob orientação da Professora Doutora Brigite Carvalho da Silva |Mestre Maria dos Reis Gomes

Dispositivos de segurança em infraestruturas rodoviárias: critérios de aplicação

Trabalho Final de Mestrado para obtenção do grau de Mestre em Engenharia Civil na Área de Especialização de Vias de Comunicação e Transportes

Licenciamento Ambiental: uma ferramenta de marketing - O caso de uma empresa agro-alimentar

Mestrado em Gestão e Empreendedorismo

A supervisão e orientação pedagógica de educadores e professores em São Tomé e Princípe : proposta de um programa de desenvolvimento profissional

Dissertação apresentada à Escola Superior de Educação de Santarém para obtenção do grau de mestre em Ciências de Educação na especialização de Supervisão e Orientação Pedagógica

Vietnamese masculinities in lê thi diem thúy's The gangster we are all looking for

The defeat of South Vietnam in 1975 transformed Vietnamese men into fleeing refugees, boat people, and state-sponsored asylees. Writing against the popular and scholarly representations of Vietnamese refugee men as incapacitated objects of rescue, this paper provides an in-depth analysis of the intimate, insightful, and intense portrayal of Vietnamese masculinities in lê thi diem thúy’s novel, The Gangster We Are All Looking For. Focusing on the “sad and broken” father in the novel, the article conceptualizes his bouts of domestic violence neither as a private family matter nor an example of individual failing, but as a social, historical, and transnational affair that exposes the conditions—war, urban neglect, poverty—under which Vietnamese masculinity is continually produced, negotiated and transformed.

Contributos para o estudo da biblioteca particular de José do Canto

Dissertação de Mestrado, Tradução e Assessoria Linguística, 23 de Maio de 2016, Universidade dos Açores.

Balanço de nutrientes em explorações agrícolas da Ilha Terceira

Dissertação de Mestrado, Engenharia Agronómica, 20 de Julho de 2016, Universidade dos Açores.