Acolhimento na estratégia saúde da família: o que dizem os usuários?

The objective of the National Humanization Policy (NHP) is to humanize relations between professionals and users. It is guided by the proposal of expanded clinic and proposes the embracement as a strategy for its existence. The embracement requires qualified hearing, the provision of adequate technologies and the establishment of relations for better solving health problems of users. The objective of this study was to evaluate user satisfaction of the Family Health Strategy (FHS) regarding the embracement from the perspective of qualified hearing and improved relations in the city of Recife- PE. In this quantitative, qualitative, evaluative and cross-sectional study, 297 users of the services offered by the FHS were interviewed in six health districts of the city. For data collection, the Satisfaction Rating Scale of users with Mental Health Services - Satis-BR- abbreviated and adapted to the subject embracement was used. Quantitative data were analyzed by using the software Statistical Package for Social Science (SPSS) 17.0, calculating the absolute and relative frequencies. Qualitative data were analyzed by content analysis of Bardin with the elaboration of thematic categories. The results indicate that most users are satisfied with the embracement offered by the teams. About 66% reported being very or fairly heard by professionals; 80.2% reported to have obtained some or much help when searched for embracement; 64.6% indicated that the embracement is friendly or very friendly. Regarding ambience, 55.9% of users demonstrated indifference and dissatisfaction with comfort and appearance; regarding general facilities of the service, 69.4% reported as regular to awful. Three thematic categories were revealed by the speeches: satisfaction with embracement, dissatisfaction with the ambience, and suggestions for improvements in embracement and service. This study contributed to the understanding that both the hearing and relations are present in the embracement of the city and also to demonstrate that the ambience is a possible weakness in the opinion of the users.

O atendimento ao idoso na unidade de saúde da família: um estudo de representações sociais

The attention to health issues in aging has increased and it becomes a challenge for public policies directed to the elderly. This study aimed at learning the social representations built by seniors about the service in the Family Health Unit. It is an exploratory study, funded by the Theory of Social Representations of Moscovici. It was held at the Health Unit of the Family Felipe Shrimp, located in the neighborhood Felipe Shrimp in the city of Natal / RN-Brazil. The participants were one hundred and two elderly / as, served by the Family Health Strategy. The data collection period was extended from July to September 2014. Data were collected through the Word Free Association Test and Interview semi-structured, and analyzed with the help of EVOC software. Interviews were conducted with 20 elderly and subjected to content analysis. The research was approved by the Ethics Committee of the University Hospital Research Onofre Lopes, in the opinion 704,323. It was possible to apprehend negative connotations regarding attendance, listing it as bad and disrespectful, and the limited hours of service, difficult to schedule appointments and tests and inadequate infrastructure, the most marked aspects. Seniors express satisfaction with the medical care, however, they understand that it is necessary that all services are properly integrated to a qualified service. The statements reveal that the service in the drive needs to implement new strategies host for users to participate more in educational and health promotion. It is noted, the need of integrated care, the host of qualified hearing in the health services that they address the elderly seeking care at the clinic of the family, so sticking to the principles of the Unified Health System.

Correlação entre imagem corporal e autoestima em pessoas com ostomias intestinais

Ostomized is every individual that, because of a traumatic or clinical condition, it required a surgery resulting in the externalization of a hollow organ through the skin, and such temporary or permanent condition. This study has the general objective to investigate the relationship between body image and self-esteem in these individuals; as well as to verify their levels of satisfaction with their body image regarding the aspect of appearance and to evaluate the degree of self-esteem related to that condition. This is a correlational research, cross-sectional, which was accomplished in an institution in support of these users of Rio Grande do Norte state, with location in Natal. There were used three sampling instruments: a structured general questionnaire covering socio-demographic and clinical data; the Satisfaction Scale with Appearance (SSA) and the Rosenberg Self-Esteem Scale (RSS). The information obtained was analyzed with the aid of an electronic spreadsheet software. The project is according with the resolution 466/12 of the National Health Council, It was approved by the Research Ethics Committee of UFRN, under number CAAE 19159713.5.0000.5537 in August 2013. The sample consisted of 93 participants with an average age of 50.4 years (SD = 15.4). In general they had low satisfaction with their body image (M = 66.9), as regards the appearance, although maintained high levels of self-esteem (M = 34.8). Therefore, It was found a positive correlation, moderate (ρ = 0.426) and statistically significant was found (p <0.001) from the application of the Spearman correlation test. Therefore, dissatisfaction with body image is an important issue to be observed by professionals who attend ostomizeds. however, it seems, other aspects are also influencing the level of self-esteem of these individuals, who were not able to be determined in this study.

Perceptions of health care: perspectives from adolescents with physical disabilities and their parents

Patient satisfaction with health care is an important indicator of quality services and has been related to positive health outcomes. Because little is known about whether adolescents with physical disabilities are satisfied with the services they receive, the current study investigated the extent to which adolescents are satisfied with health care services, aspects of care adolescents identify as important to their satisfaction, similarities between adolescent and parent perceptions of care, and the relationship between adolescent perceptions of care and their intentions to adhere to treatment recommendations. Following recruitment from a pediatric health center, adolescents and their parents (n = 42) completed questionnaires to assess their perceptions regarding various aspects of health care services. Participants were very satisfied with services received; interpersonal aspects of care were very important to them. Adolescents’ satisfaction was not predictive of their intentions to adhere to treatment recommendations and their perspectives differed from those of their parents.

Genetics and the Life Course

A life-course perspective is committed to the proposition that from conception to death, all human outcomes are the result of a continual interaction between the indi- vidual and all of the environments that he or she inhabits at any given point in time. Early development is a critical period, a window of time during the life course when a given exposure can have a critical or permanent in uence on later outcomes. But the impact of exposures upon outcomes does not end at any speci c point in time, inasmuch as life is a continuing interactive and adaptive process. We now know that what applies to human beings also applies to their genomes. The “outcome” of any gene at any given point in time (whether or not it is used to transcribe a particular protein, what form of that protein, and how much) is a product of the interaction between the gene and the multiple environments of which it is a part, which include the epigenome, the cell, the biological human, and the assorted environments he or she occupies (e.g., geographical, socioeconomic, ethnic, etc.). Early life experiences can permanently “reprogram” the epigenome and gene transcription with life-long behavioral consequences. At the same time, the epigenome as well as the genome continue to be environmentally responsive throughout the life course.

Coach Behaviors and Athlete Satisfaction in Team and Individual Sports

The coach can have a profound impact on athlete satisfaction, regardless of the level of sport involvement. Previous research has identified differences between coaching behavior preferences in team and individual sport athletes. The present study examined the moderating effect that an athlete's sport type (i.e., individual or team) may have on the relationships among seven coaching behaviors (mental preparation, technical skills, goal setting, physical training, competition strategies, personal rapport, and negative personal rapport) for predicting coaching satisfaction. Moderated multiple regression analyses indicated that each of the seven coaching behaviors were significant main effect predictors of coaching satisfaction. However, sport type (i.e., team or individual sports) was found to moderate six of the seven relationships: mental preparation, technical skills, goal setting, competition strategies, personal rapport, and negative personal rapport in predicting satisfaction with the coach. These findings indicate that high coaching satisfaction for athletes in team sports is influenced to a greater extent by the demonstration of these behaviors than it is for individual sport athletes.

Los más pequeños toman la palabra: La Escuela Infantil que a ellos les gustaría

El derecho a ser escuchado y participar en aquellos asuntos que afectan a los niños es un derecho fundamental de la infancia escasamente respetado por el adulto, quien tiende a silenciar su voz, infravalorando su visión y posible aportación. Ante esta realidad, la Escuela Infantil se erige como un marco privilegiado para la escucha y la participación de la infancia en aquellos temas que les afectan, contribuyendo a la formación de ciudadanos democráticos. A partir de un marco de escucha donde se concibe al pequeño como un sujeto activo, competente y experto en su propia vida, se ha llevado a cabo una investigación que ha adoptado el formato de estudio de caso, en la que se ha recogido a través de las técnicas del dibujo y de las conversaciones con niños, la visión que poseen los más pequeños sobre la Escuela Infantil, analizando el bienestar del niño en el contexto escolar, el sentido y finalidad que los niños otorgan a la escuela; el grado de satisfacción con la misma; sus gustos y preferencias en el contexto escolar; la autonomía y libertad que dicen poseer en la escuela; su visión sobre los aspectos organizativos que rigen el funcionamiento del centro y su perspectiva sobre cómo es y cómo les gustaría que fuera la participación de las familias en la escuela. Finalmente, se recogen sus propuestas de mejora para hacer de la Escuela Infantil a la que asisten su escuela ideal. Los resultados del estudio ponen de manifiesto la demanda de los niños de una Escuela Infantil diferente a la que conocen y la existencia de un pensamiento divergente del pensamiento adulto que es necesario escuchar y tener en consideración, siendo sus aportaciones de gran valía para poder iniciar procesos de innovación y mejora educativa.

Diagnóstico del rendimiento académico de estudiantes de una escuela de educación superior en México

El objetivo del artículo es realizar un diagnóstico sobre la percepción de los factores que intervienen en el rendimiento académico de los estudiantes de cinco carreras universitarias en una escuela de educación superior en México, para así reconocer las áreas de oportunidad que permitan sugerir políticas y estrategias para elevar su rendimiento. Se utilizó una muestra de 1651 estudiantes, se obtuvieron los datos a partir de un cuestionario con treinta preguntas que estudian la percepción del rendimiento académico en escala tipo Likert. Se realizó un análisis factorial exploratorio que permitiera reducir los datos, facilitar la interpretación y validar el instrumento. Se identificaron tres factores: a) el rol de los profesores, b) la evaluación y c) la motivación de los estudiantes. Se llevó a cabo un análisis comparativo por carrera. Se encontró que los estudiantes perciben que la mayoría de los maestros no se preocupan por la condición de los jóvenes en situación de reprobación. Además, casi no motivan y carecen de expresiones de sentimientos de orgullo por los logros académicos de los estudiantes. La mitad de los participantes piensa que los docentes no cubren el temario en su totalidad. Se detectó que los estudiantes poseen una alta motivación siendo esto positivo porque son alumnos dedicados y responsables. Se concluye realizando una serie de sugerencias y explicando las implicaciones que tiene este trabajo para las instituciones de educación superior.

Time-limited home-care reablement services for maintaining and improving the functional independence of older adults

Background: Reablement, also known as restorative care, is one possible approach to home-care services for older adults at risk of functional decline. Unlike traditional home-care services, reablement is frequently time-limited (usually six to 12 weeks) and aims to maximise independence by offering an intensive multidisciplinary, person-centred and goal-directed intervention. Objectives:Objectives To assess the effects of time-limited home-care reablement services (up to 12 weeks) for maintaining and improving the functional independence of older adults (aged 65 years or more) when compared to usual home-care or wait-list control group. Search methods:We searched the following databases with no language restrictions during April to June 2015: the Cochrane Central Register of Controlled Trials (CENTRAL); MEDLINE (OvidSP); Embase (OvidSP); PsycINFO (OvidSP); ERIC; Sociological Abstracts; ProQuest Dissertations and Theses; CINAHL (EBSCOhost); SIGLE (OpenGrey); AgeLine and Social Care Online. We also searched the reference lists of relevant studies and reviews as well as contacting authors in the field.Selection criteria:We included randomised controlled trials (RCTs), cluster randomised or quasi-randomised trials of time-limited reablement services for older adults (aged 65 years or more) delivered in their home; and incorporated a usual home-care or wait-list control group. Data collection and analysis:Two authors independently assessed studies for inclusion, extracted data, assessed the risk of bias of individual studies and considered quality of the evidence using GRADE. We contacted study authors for additional information where needed.Main results:Two studies, comparing reablement with usual home-care services with 811 participants, met our eligibility criteria for inclusion; we also identified three potentially eligible studies, but findings were not yet available. One included study was conducted in Western Australia with 750 participants (mean age 82.29 years). The second study was conducted in Norway (61 participants; mean age 79 years). We are very uncertain as to the effects of reablement compared with usual care as the evidence was of very low quality for all of the outcomes reported. The main findings were as follows. Functional status: very low quality evidence suggested that reablement may be slightly more effective than usual care in improving function at nine to 12 months (lower scores reflect greater independence; standardised mean difference (SMD) -0.30; 95% confidence interval (CI) -0.53 to -0.06; 2 studies with 249 participants). Adverse events: reablement may make little or no difference to mortality at 12 months’ follow-up (RR 0.97; 95% CI 0.74 to 1.29; 2 studies with 811 participants) or rates of unplanned hospital admission at 24 months (RR 0.94; 95% CI 0.85 to 1.03; 1 study with 750 participants). The very low quality evidence also means we are uncertain whether reablement may influence quality of life (SMD -0.23; 95% CI -0.48 to 0.02; 2 trials with 249 participants) or living arrangements (RR 0.92, 95% CI 0.62 to 1.34; 1 study with 750 participants) at time points up to 12 months. People receiving reablement may be slightly less likely to have been approved for a higher level of personal care than people receiving usual care over the 24 months’ follow-up (RR 0.87; 95% CI 0.77 to 0.98; 1 trial, 750 participants). Similarly, although there may be a small reduction in total aggregated home and healthcare costs over the 24-month follow-up (reablement: AUD 19,888; usual care: AUD 22,757; 1 trial with 750 participants), we are uncertain about the size and importance of these effects as the results were based on very low quality evidence. Neither study reported user satisfaction with the serviceAuthors’ conclusions:There is considerable uncertainty regarding the effects of reablement as the evidence was of very low quality according to our GRADE ratings. Therefore, the effectiveness of reablement services cannot be supported or refuted until more robust evidence becomes available. There is an urgent need for high quality trials across different health and social care systems due to the increasingly high profile of reablement services in policy and practice in several countries. 

As Características das Redes Sociais Pessoais de Idosos Segundo o Estado Civil

Objetivos: O presente estudo tem como principal objetivo caraterizar as redes sociais pessoais dos idosos com idade igual ou superior a 65 anos, relativamente às caraterísticas estruturais, funcionais e relacionais-contextuais, analisando-as segundo o estado civil. Metodologia: Para avaliar as variáveis em estudo foram utilizados: o instrumento de Análise da Rede Social Pessoal, versão para idosos (IARSP – Idosos) (Guadalupe, 2010; Guadalupe & Vicente, 2012) com o objetivo de avaliar as dimensões da rede social pessoal dos idosos e um inquérito por questionário para caracterização sociodemográfica. Participantes: A amostra é constituída por 446 idosos com idades compreendidas entre os 65 anos e os 98 anos (M = 76,09; DP = 7,59). Os participantes são na sua maioria do sexo feminino (n = 285, 63,9%). A maioria dos idosos é casada/união de facto (n = 230, 51,6%) e em minoria encontram-se os divorciados/separados (n = 21, 4,7%) e têm filhos (n=389, 87,2%). Resultados: Os resultados demonstram que o estado civil apresenta associações estatisticamente significativas com as variáveis sociodemográficas sexo, idade, viver só, parentalidade e escolaridade. Registam-se diferenças significativas relativamente ao estado civil no que diz respeito à maioria das características estruturais da rede, quanto às características funcionais, nomeadamente o acesso a novos vínculos, a reciprocidade de apoio, a satisfação com a rede e com o suporte social, e quanto às características relacionais-contextuais apenas se assinalam relativamente à distância de residência. Conclusões: O nosso estudo revela que as redes sociais pessoais dos idosos se diferenciam a nível estrutural e funcional segundo o estado civil destes idosos. Os idosos casados apresentam redes maiores mais centradas nas relações familiares na rede do que os idosos com outros estados civis. Os idosos solteiros são os que apresentam redes menores, mais investidas nas relações de amizade e de vizinhança e menos nas relações familiares comparativamente com os outros tipos de relacionamento. / Objectives: This study aims to characterize the personal social networks of the elderly aged 65 years or more, for structural, functional and relational-contextual features, analyzing them according to marital status. Methodology: To assess the variables studied the following was used: the analysis tool of the Personal Social Network, version for elderly (IARSP - Elderly) (Guadalupe, 2010; Guadalupe & Vicente, 2012) in order to assess the dimensions of the personal social network of the elderly and a questionnaire for socio-demographic characterization. Participants: The sample comprises 446 elderly, aged between 65 years and 98 years (M = 76.09, SD = 7.59). Participants are mostly female (n = 285, 63.9%). Most seniors are married / consensual union (n = 230, 51.6%) and a minority is divorced / separated (n = 21, 4.7%) and have children (n = 389, 87. 2%). Results: The results show that marital status has statistically significant associations with the sociodemographic variables, gender, age, living alone, and parenting and education. There are significant differences with regard to marital status relating to most of the structural characteristics of the network, for the functional features, namely access to new links, reciprocal support, satisfaction with the network and social support, and as to the relational-contextual characteristics these only appear in relation to the distance of residence. Conclusions: Our study shows that personal social networks of the elderly are different on a structural and functional level according to the marital status of these seniors. Married elderly have larger networks more centered on family relationships on the network than the elderly with other marital statuses. The single elderly are those with smaller networks, more invested in the relations of friendship and neighborhood and less on family relationships compared to other types of relationship.

Effectiveness and Cost-effectiveness of Outpatient Physiotherapy After Knee Replacement for Osteoarthritis: Study Protocol for a Randomised Controlled Trial

Background: Primary total knee replacement is a common operation that is performed to provide pain relief and restore functional ability. Inpatient physiotherapy is routinely provided after surgery to enhance recovery prior to hospital discharge. However, international variation exists in the provision of outpatient physiotherapy after hospital discharge. While evidence indicates that outpatient physiotherapy can improve short-term function, the longer term benefits are unknown. The aim of this randomised controlled trial is to evaluate the long-term clinical effectiveness and cost-effectiveness of a 6-week group-based outpatient physiotherapy intervention following knee replacement. Methods/design: Two hundred and fifty-six patients waiting for knee replacement because of osteoarthritis will be recruited from two orthopaedic centres. Participants randomised to the usual-care group (n = 128) will be given a booklet about exercise and referred for physiotherapy if deemed appropriate by the clinical care team. The intervention group (n = 128) will receive the same usual care and additionally be invited to attend a group-based outpatient physiotherapy class starting 6 weeks after surgery. The 1-hour class will be run on a weekly basis over 6 weeks and will involve task-orientated and individualised exercises. The primary outcome will be the Lower Extremity Functional Scale at 12 months post-operative. Secondary outcomes include: quality of life, knee pain and function, depression, anxiety and satisfaction. Data collection will be by questionnaire prior to surgery and 3, 6 and 12 months after surgery and will include a resource-use questionnaire to enable a trial-based economic evaluation. Trial participation and satisfaction with the classes will be evaluated through structured telephone interviews. The primary statistical and economic analyses will be conducted on an intention-to-treat basis with and without imputation of missing data. The primary economic result will estimate the incremental cost per quality-adjusted life year gained from this intervention from a National Health Services (NHS) and personal social services perspective. Discussion: This research aims to benefit patients and the NHS by providing evidence on the long-term effectiveness and cost-effectiveness of outpatient physiotherapy after knee replacement. If the intervention is found to be effective and cost-effective, implementation into clinical practice could lead to improvement in patients’ outcomes and improved health care resource efficiency.

Redes Sociais Pessoais de Idosos com e sem Filhos

Objetivos: O presente estudo tem como objectivo analisar as redes sociais e pessoais de idosos portugueses com filhos e sem filhos, relativamente às características estruturais, funcionais e relacionais-contextuais. Metodologia: Para a avaliação das variáveis em estudo foram utilizados: o Instrumento de Análise da Rede Social Pessoal, versão para idosos (IARSP – Idosos) (Guadalupe, 2010; Guadalupe & Vicente, 2012) para avaliar as dimensões da rede social pessoal; um inquérito por questionário para caracterização da amostra a nível sociodemográfico e sociofamiliar. Participantes: A amostra é constituída por 418 idosos, com uma média de idades de 76 anos (DP=7,62), entre os 65 anos e os 98 anos, maioritariamente do sexo feminino (63,9%), casados ou em união facto (51,0%) e com escolaridade (63,9,1%). A maioria dos idosos inquiridos vive com agregado familiar (80,4%) em zonas rurais (64,8) e não usufrui de qualquer tipo de apoio de resposta social (71,5%). Resultados: Os idosos com filhos são maioritários (n=364; 87,1%) e os sem filhos os minoritários (n=54; 12,9%) na nossa amostra. Dos que têm filhos, 29,9% (109) têm filhos únicos e 70,1% (255) têm mais do que um filho (67% com 1 ou 2 filhos), sendo os filhos maioritariamente de ambos os sexos (n=158; 43,4%). Os resultados sugerem que o facto de os idosos terem ou não terem filhos reflete-se sobretudo em diferenças nas características estruturais das redes. Os idosos com filhos apresentam uma média mais elevada no tamanho da rede, na proporção das relações de familiares, e satisfação da rede e reciprocidade de apoio (p ≤ 0,001), a nível das características funcionais. Já relativamente à proporção das relações de amizade, vizinhança na rede, são os idosos sem filhos que apresentam uma média substantivamente mais elevada (p ≤ 0,003) do que a outra subamostra, apresentando também uma maior durabilidade das relações interpessoais (p < 0,03). As correlações entre o número total de filhos/as com as características estruturais e funcionais da rede, indicam-nos que quanto maior é o número de filhos maior é o tamanho da rede, a proporção das relações familiares, o apoio emocional, a reciprocidade de apoio, a satisfação com a rede e com o suporte social. Conclusões: O nosso estudo revela que as redes sociais pessoais dos idosos diferenciam-se a nível estrutural segundo o facto de terem ou não filhos, mas também nalgumas variáveis funcionais. Os idosos com filhos apresentam redes mais alargadas e muito centradas nas relações familiares na rede (sensivelmente menos um terço) do que os idosos sem filhos. Os últimos apresentam redes menores (com cerca de 2 pessoas a menos) e mais investidas nas relações de amizade e de vizinhança (com proporções que representam mais do dobro destes vínculos). / Goals: The present study has the purpose to analyze the personal social networks of Portuguese elder with our without sons/daughters, in their structural, functional and contextual relations. Methodology: We used for the evaluation of the variables: The Personal Social Network Analysis Tool, regarding elderly people (IARSP – elderly people) (Guadalupe, 2010; Guadalupe & Vicente, 2012), to evaluate the personal social network dimensions; a survey through an inquiry to characterize the sample at sociodemographic and at sociofamily level. Participants: The sample includes 418 elderly with an average age of 76 years old (DP = 7,62) between 65 and 98 years old, mainly women (63,9%), married or living as a couple (51,0%) with education (63,9,1%). Most of the elderly people who answered the survey live in family household (80,4%) in rural areas (64,8) and do not benefit from any type of social services support (71,5%). Results: The majority is elderly people with sons/daughters (n=364, 87,1%) and the ones without are the minority (n= 54, 12,9%) in our sample. Within those who are parents, 29,9% (109) have only one child and 70,1% (255) have more than one child (67% with 1 or 2), and the children are mainly of both sexes (n= 158; 43,4%). The results suggest that the fact that the elderly have or not have children is reflected especially in differences in the structural characteristics of the networks. Elderly people with children have a higher average in the network size, in the proportion of family relationships, and satisfaction of the network and reciprocal support (p ≤ 0,001). Regarding the proportion of friendly relations, network neighborhood, are the elderly without children who have a substantially higher mean (p ≤ 0,003) than the other subsample, also featuring improved durability of interpersonal relationships (p < 0,003). The correlations between the total number of children/with the structural and functional characteristics of the network, indicate that the greater the number of children, the greater the size of the network, the proportion of family relationships, emotional, support, reciprocity support and satisfaction with social network. Conclusion: Our study reveals that the personal social networks of the elderly differ in the structural level, according to whether they have sons/daughters or not, but also in some functional variables. The elderly with children have networks much more broader and centered on family relationships (roughly one-third) than elderly without children. These elderly without children have smaller networks (about 2 fewer people) and more centered in relations of friendship and neighborhood (with proportions that are more than the double compared to the other subsample).

Os efeitos das reclamações online na lealdade dos consumidores: um estudo experimental

In an environment of constant change, technological developments, market competition and more informed consumers, the search for a lasting relationship through the conquest of loyalty has become the objective of companies. However, several authors suggest that this loyalty can be affected by negative comments available on the internet. Therefore, this dissertation has as objective to examine if the complaints are available on the internet impact the loyalty to a brand of mobile phone. The research used as the basis the Expanded NCSB model suggest by Johnson et al. (2001), studying five prominent drives of loyalty: image/brand reputation, affective commitment, calculative commitment, perceived value and trust, beyond the satisfaction construct as moderator variable. The research method adopted was the experimental design which included 285 undergraduate students, with the trial which included 285 undergraduate students, with the field study of the mobile industry, specifically, the brands of cell phones. The research approach was quantitative and methods were descriptive statistics, factor analysis, cluster analysis, linear regression and non-parametric test of Wilcoxon for data analysis. Of the 16 hypothesis stemmed from the research model proposed, 12 were confirmed. The results showed that the complaint available on the internet, here represented by the available on the site Reclame Aqui, may impact consumer perceptions about brand loyalty, as well as its antecedents, being that these complaints can affect all the consumers, regardless of historical satisfaction with the brand. It also noted the positive relationship between the independent variables trust, image/brand reputation, perceived value, affective commitment and calculative commitment and the dependent variable - loyalty, even when considering the data obtained after exposure to the complaint. However, no unanimous conclusion that the relationship between these variables was strongest in the group with satisfactory experience. At the first moment of the research, the trust was the most important variable for the formation of loyalty. However, after exposure to treatment, the image/brand reputation, was more relevant. Contributions of the study, limitations and recommendations for future researches are approached in the present investigation

Comportamento do consumidor: um estudo do mercado imobiliário em condomínios verticais fechados na região metropolitana de Natal

The research in question looked for to establish the relation between the motivation (of the proprietor of apartment) to change itself of another one apartment, in closed vertical condominium (residential mobility) in the period of the recognition of the necessity, and the satisfaction with the apartment after consume. The universe or the population chosen for the development of the study was of proprietors of apartment in vertical condominiums located in the region metropolitan of Natal. The analysis of data was made using the techniques of linear regression and logistic regression between variables. The linear regression found relations between the motivations for housing change and the satisfaction in after consume with some attributes of the apartment. The logistic regression showed that relations between the motivations for change and the general satisfaction to the apartment exist as a whole, in the period after consumes. With regard to the motivation to change itself of a apartment for another one, some reasons shown more motivation them the others. The research found different degrees of satisfaction with certain characteristics of the apartment and degrees of no satisfaction with others. Finally the results of the research had contributed for the reply of the problem that guided the present study, therefore had obtained in such a way to find how much logistic not linear relations between the two periods purchase (recognition of the necessity and evaluation after consume) and had elucidated the process that goes since the choice the product until the satisfaction of the necessities

Balanceamento de linhas de montagem e aplicação de ferramentas Lean no contexto da Polisport

Cada vez mais, nos dias que correm, está presente em todas as organizações a metodologia lean, que assenta numa base de melhoria contínua, de forma a responder às necessidades do mercado e à satisfação do cliente, tendo como principal finalidade a criação de valor para o produto e a eliminação de desperdícios inerente aos processos de produção do mesmo. Um elemento essencial na gestão de qualquer organização com ênfase nos resultados é o uso de indicadores de desempenho no processo de tomada de decisão. Este projeto teve como objetivo principal a identificação e eliminação de desperdícios, melhorando os processos de montagem, através do estudo dos tempos de ciclo dos centros de trabalhos/produtos mais críticos, procedendo a um balanceamento adequado e posterior simulação dos resultados através do software Arena. Posteriormente foram analisados os resultados assim como o impacto que essas mudanças causaram na empresa, com base na implementação de ferramentas de melhoria, nomeadamente ferramentas lean. Essas mudanças tiveram um impacto positivo na produção final das cadeiras e dos porta-bebés, no que diz respeito à diminuição de filas de espera entre postos, diminuição dos tempos de processamento e aumento da produção para alguns dos modelos em estudo.