Marketing de relacionamento em um provedor de internet: um estudo comparativo que considera a visão gerencial e a percepção dos clientes

The current paper aims at analyzing customer retention in Internet provider services. For this study, we sought to understand what are the client's expectations regarding the services available and compare them with management perception in relation to the use of those services. Identifying the coherence level between the two points of view, management and client, it is possible to pinpoint how service is assessed in real conditions. Then, from this point on, a new vision can be implemented on available services, and new customer service strategies aiming at best serving to their expectation and need, can be rethought. The exploratory research was utilized. It was based on case study, and quantitative and qualitative methods were used. The quantitative method was done by applying the cluster technique with six variables of control derived from the six main services, whose definition was done through qualitative survey of the internal management team. Then, an structured interview with 443 clients, from a probabilistic sample of 800 costumers. The total number of active clients of the internet provider is of 10.677. Client perception in relation to services varied, if compared with the four services that were under the managerial metric method, this comparison showed a more positive evaluation than the real use of the service. Thus, it was observed that the value of each service available for the client depends on his/her perception of it, regardless of using or not the offered service. As a result, it is possible to understand which services offered by the company under study effectively contribute to a good client-company relationship, and the upkeep of those clients

Should I stay or should I go – Factors associated with hospitalization risk among older persons in Sweden

An increasingly older population will most likely lead to greater demands on the health care system, as older age is associated with an increased risk of having acute and chronic conditions. The number of diseases or disabilities is not the only marker of the amount of health care utilized, as persons may seek hospitalization without a disease and/or illness that requires hospital healthcare. Hospitalization may pose a severe risk to older persons, as exposure to the hospital environment may lead to increased risks of iatrogenic disorders, confusion, falls and nosocomial infections, i.e., disorders that may involve unnecessary suffering and lead to serious consequences. Aims: The overall aim of this thesis was to describe and explore individual trajectories of cognitive development in relation to hospitalization and risk factors for hospitalization among older persons living in different accommodations in Sweden and to explore older persons' reasons for being transferred to a hospital. Methods: The study designs were longitudinal, prospective and descriptive, and both quantitative and qualitative methods were used. Specifically, latent growth curve modelling was used to assess the association of cognitive development with hospitalization. The Cox proportional hazards regression model was used to analyse factors associated with hospitalization risk overtime. In addition, an explorative descriptive design was used to explore how home health care patients experienced and perceived their decision to seek hospital care. Results: The most common reasons for hospitalization were cardiovascular diseases, which caused more than one-quarter of first hospitalizations among the persons living in ordinary housing and nursing home residents (NHRs). The persons who had been hospitalized had a lower mean level of cognitive performance in general cognition, verbal, spatial/fluid, memory and processing speed abilities compared to those who had not been hospitalized. Significantly steeper declines in general cognition, spatial/fluid and processing speed abilities were observed among the persons who had been hospitalized. Cox proportional hazards regression analysis showed that the number of diseases, number of drugs used, having experienced a fall and being assessed as malnourished according to the Mini Nutritional Assessment scale were related to an increased hospitalization risk among the NHRs. Among the older persons living in ordinary housing, the risk factors for hospitalization were related to marital status, i.e., unmarried persons and widows/widowers had a decreased hospitalization risk. In addition, among social factors, receipt of support from relatives was related to an increased hospitalization risk, while receipt of support from friends was related to a decreased risk. The number of illnesses was not associated with the hospitalization risk for older persons in any age group or for those of either sex, when controlling for other variables. The older persons who received home health care described different reasons for their decisions to seek hospital care. The underlying theme of the home health care patients’ perceptions of their transfer to a hospital involved trust in hospitals. This trust was shared by the home health care patients, their relatives and the home health care staff, according to the patients. Conclusions: This thesis revealed that middle-aged and older persons who had been hospitalized exhibited a steeper decline in cognition. Specifically, spatial/fluid, processing speed, and general cognitive abilities were affected. The steeper decline in cognition among those who had been hospitalized remained even after controlling for comorbidities. The most common causes of hospitalization among the older persons living in ordinary housing and in nursing homes were cardiovascular diseases, tumours and falls. Not only health-related factors, such as the number of diseases, number of drugs used, and being assessed as malnourished, but also social factors and marital status were related to the hospitalization risk among the older persons living in ordinary housing and in nursing homes. Some risk factors associated with hospitalization differed not only between the men and women but also among the different age groups. The information provided in this thesis could be applied in care settings by professionals who interact with older persons before they decide to seek hospital care. To meet the needs of an older population, health care systems need to offer the proper health care at the most appropriate level, and they need to increase integration and coordination among health care delivered by different care services.

Inteligência coopetitiva setorial: uma proposta de modelo

The business environment context points at the necessity of new forms of management for the sustainable competitiveness of organizations through time. Coopetition is characterized as an alternative in the interaction of different actors, which compete and cooperate simultaneously, in the pursuit of common goals. This dual relation, within a gain-increasing perspective, converts competitors into partners and fosters competitiveness, especially that of organizations within a specific sector. The field of competitive intelligence has, in its turn, assisted organizations, individually, in the systematization of information valuable to decision-making processes, which benefits competitiveness. It follows that it is possible to combine coopetition and competitive intelligence in a systematized process of sectorial intelligence for coopetitive relations. The general aim of this study is, therefore, to put forth a model of sectorial coopetitive intelligence. The methodological outlining of the study is characterized as a mixed approach (quantitative and qualitative methods), of an applied nature, of exploratory and descriptive aims. The Coordination of the Strategic Roadmapping Project for the Future of Paraná's Industry is the selected object of investigation. Protocols have been designed to collect primary and secondary data. In the collection of the primary ata, online questionary were sent to the sectors selected for examination. A total of 149 answers to the online questionary were obtained, and interviews were performed with all embers of the technical team of the Coordination, in a total of five interviewees. After the collection, all the data were tabulated, analyzed and validated by means of focal groups with the same five members of the Coordination technical team, and interviews were performed with a representative of each of the four sectors selected, in a total of nine participants in the validation. The results allowed the systematization of a sectorial coopetitive intelligence model called ICoops. This model is characterized by five stages, namely, planning, collection, nalysis, project development, dissemination and evaluation. Each stage is detailed in inputs, activities and outputs. The results suggest that sectorial coopetition is motivated mainly by knowledge sharing, technological development, investment in R&D, innovation, chain integration and resource complementation. The importance of a neutral institution has been recognized as a facilitator and incentive to the approximation of organizations. Among the main difficulties are the financing of the projects, the adhesion of new members, the lack of tools for the analysis of information and the dissemination of the actions.

Crabbing into an uncertain future: the blue swimming crab fisher in coastal town of Eastern Philippines

This research project sought to find out the socio-economic status of the small-scale fishers of the blue swimming crab (Portunuspelagicus) in Samar, considering the diminishing volume of catch of the species in the recent years. Using a blend of quantitative and qualitative methods, the study employed an interview schedule, focus group discussion (FGD) and observation in collecting data not only from the fishers but also from other sectors directly involved in the blue swimming crab industry.

A house, not a home? Examining the use of the private rented sector to resolve homelessness in Scotland

Changes to homelessness legislation in post-devolution Scotland have resulted in an expansion of rights for homeless households seeking formal assistance from local authorities. These changes have led to Scotland’s homelessness arrangements being considered among the most progressive in Europe. In recent years, however, the Scottish Government has increasingly promoted homelessness prevention and Housing Options approaches as a means by which homelessness might be avoided or resolved without recourse to statutory rights. As part of that, they have promoted greater use of the private rented sector (PRS) as a key housing option, with the potential to meet the needs of homeless households. The arguments made to support use of the PRS have much in common with arguments for privatisation in other areas of social policy, notably greater choice for the individual promoting better welfare outcomes, and competition among providers encouraging improvements in quality of service provision. Critics have argued that such benefits may not be realised and that, on the contrary, privatisation may lead to exclusion or act to worsen households’ outcomes. This thesis considers the extent to which the PRS has been utilised in Scotland to accommodate homeless households, and the consequences of this for their welfare. The thesis uses a combination of quantitative and qualitative methods. To examine trends in the use of the PRS, it presents quantitative analysis of the data on the operation of the statutory system and Housing Options arrangements, and of data from a survey of local authority homelessness strategy officers. To examine the consequences of this for homeless households, the thesis uses qualitative research involving face-to-face interviews with 35 homeless households across three local authority areas. This research considers the extent to which households’ experiences of homelessness, housing need and the PRS reflect the arguments presented in the literature, and how settled accommodation has impacted on households’ ability to participate fully in society. The research found an increasing but still limited role for the PRS in resolving statutory homelessness in Scotland, with indications that the PRS is being increasingly used as part of the Housing Options approach and as a means of resolving homelessness outside the statutory system. The PRS is being utilised to varying degrees across different local authority areas, and a variety of methods are being used to do so. While local authorities saw clear advantages to making greater use of the sector, a number of significant barriers including affordability, available stock and landlord preferences - made this difficult in practice. Research with previously homeless households in the PRS similarly found broadly positive experiences and views of the sector, particularly with regard to enabling households to access good quality accommodation in desirable areas of their choosing, with many households highlighting improvements relating to social inclusion and participation. Nevertheless, concerns around the security of tenure offered by the sector, repairs, service standards and unequal power relations between landlord and tenant persisted. As such, homeless households frequently expressed their decision to enter the sector in terms of a trade-off between choice and security.

Marketing de relacionamento em um provedor de internet: um estudo comparativo que considera a visão gerencial e a percepção dos clientes

The current paper aims at analyzing customer retention in Internet provider services. For this study, we sought to understand what are the client's expectations regarding the services available and compare them with management perception in relation to the use of those services. Identifying the coherence level between the two points of view, management and client, it is possible to pinpoint how service is assessed in real conditions. Then, from this point on, a new vision can be implemented on available services, and new customer service strategies aiming at best serving to their expectation and need, can be rethought. The exploratory research was utilized. It was based on case study, and quantitative and qualitative methods were used. The quantitative method was done by applying the cluster technique with six variables of control derived from the six main services, whose definition was done through qualitative survey of the internal management team. Then, an structured interview with 443 clients, from a probabilistic sample of 800 costumers. The total number of active clients of the internet provider is of 10.677. Client perception in relation to services varied, if compared with the four services that were under the managerial metric method, this comparison showed a more positive evaluation than the real use of the service. Thus, it was observed that the value of each service available for the client depends on his/her perception of it, regardless of using or not the offered service. As a result, it is possible to understand which services offered by the company under study effectively contribute to a good client-company relationship, and the upkeep of those clients

Propostas de gestão participativa para o desenvolvimento sustentável dos recursos naturais e biodiversidade de Santa Maria

Os Açores reúnem nove ilhas com singularidades peculiares em termos paisagísticos, arquitetónicos e riqueza dos seus recursos naturais. Este panorama levanta contudo grandes desafios de sustentabilidade, de entre eles a reorientação de estratégias, atendendo à especificidade da região (segundo os objetivos à escala nacional em sede da Estratégia Nacional Desenvolvimento Sustentável (ENDS)). No caso da Ilha de Santa Maria (SMA), pequena ilha em que as estratégias tendem a ser ignoradas, a participação da população e dos dirigentes locais é minorada por interesses económicos desvinculados do desenvolvimento sustentável (DS). Para inverter esta situação é necessário conhecer para preservar, proteger para conservar, planificar e orientar os comportamentos e atitudes visando a sustentabilidade dos recursos naturais (RN) da ilha. Aplicando uma metodologia que conjugou os métodos quantitativos e qualitativos, com uma componente prática, utilizando um método de amostragem não casual dirigida, não probabilística com um método de amostragem por clusters, agrupado em grupos (workshop, séniores e jovens), pretendeu-se descrever os conhecimentos, as práticas e as perceções sobre a gestão dos RN’s, DS e instrumentos de gestão territorial (IGT’s). Os resultados mostram que os conhecimentos, práticas e perceções dos diferentes grupos são insuficientes no que respeita ao conhecimento dos conceitos e dimensões do DS (independentemente das idades ou habilitações literárias), verificando-se contudo melhorias, por vezes significativas, após as ações de sensibilização e educação. É imperativo continuar o esforço de valorização dos RN’s, envolvendo a população nas estratégias de conservação, objetivando uma proposta orientadora e participada numa visão para sustentabilidade da Ilha (SMA). Recomenda-se uma proposta de modelo de Estratégia DS dos recursos naturais e biodiversidade para SMA e diversas propostas de ações para colocar em prática essa estratégia como desenvolvimentos futuros.

Estudo comparativo da ecologia alimentar de Pagrus pagrus L. (1758), Lithognatus mormyrus L. (1758) e Ciplodus sargus L. (1758) (Pisces, Sparidae) da costa algarvia

Dissertação de mest. em Estudos Marinhos e costeiros, Unidade de Ciências e Tecnologias dos Recursos Aquáticos, Univ. do Algarve, 1998

Mídia e educação

O presente trabalho buscou analisar o atual discurso jornalístico sobre educação, no contexto da internet como nova mídia, levando em conta os efeitos das mensagens difundidas e no que contribuem para o processo histórico e cultural do meio em que vivemos, trazendo como estudo de caso, uma pesquisa realizada no Portal do Jornal Zero Hora – um dos veículos de comunicação com maior circulação do Brasil. Buscando empreender uma pesquisa bem sucedida, e, como uma forma de nortear o que nos propusemos a desenvolver no papel de pesquisadores, definimos perguntas que nos orientaram no decorrer deste trabalho, entre elas: Como se dá o discurso educativo no Portal Zero Hora? Como o discurso jornalístico no Portal Zero Hora contribui para disseminar assuntos relacionados à educação? As informações veiculadas no Portal Zero Hora contribuem para a formação contínua do professor? A partir do arcabouço teórico e metodológico planejado, partimos para a pesquisa empírica que se utilizou de uma vasta revisão bibliográfica e de técnicas e métodos quantitativos e qualitativos, buscando respaldo nas Teorias do Jornalismo, as quais contribuíram para o sucesso dos resultados. Das teorias, nos alicerçamos da Análise de Conteúdo e Análise de Discurso, Teoria do Agenda-Setting e Teoria de Knowledge Gap, com base na fundamentação teórica de autores. A investigação concluiu que o meio online exerce um papel importante na difusão de notícias da área educacional, contribuindo na construção da realidade social e no desenvolvimento e enriquecimento cognitivo, cultural e informativo das pessoas em sociedade. Constatamos que a divulgação de informações na mídia online colabora na formação de processos comunicacionais, possibilitando reflexões que incentivam às transformações no contexto da educação.

La investigación científico-social: Un debate epistemológico desde la educación

Recibido 27 de julio de 2011 • Aceptado 26 de agosto de 2011 • Corregido 28 de octubre de 2011  El debate epistemológico de la investigación científico-social durante años ha consistido en confrontar los métodos, tratando de hacer valer más uno que el otro a partir de la gran teoría que lo soporta. Aunque propuestas más recientes recuperan métodos híbridos o planteamientos epistemológicos más diversos, la postura de la dualidad ha prevalecido. Descriptiva o explicativa; fenomenológica o positivista; clásica o emergente; los paradigmas de investigación son la manera en cómo tenemos acceso a la realidad investigada y así obtener principios y respuestas. Ello define los métodos. Aún cuando es posible agrupar y categorizar estos métodos en cuantitativos y cualitativos, el entramado epistemológico que establecen las estructuras de cualquier metodología permitirá el abordaje de un fenómeno mejor que otro, sin que esto pondere necesariamente alguno de manera definitoria. Dentro de la educación, tanto métodos cuantitativos como cualitativos han ayudado a abordar fenómenos de tal manera que han producido resultados favorables para el bienestar del quehacer educativo. Este ensayo, producto de una revisión bibliográfica y una trayectoria investigativa y educativa, pretende esclarecer el complejo panorama inicial de los investigadores educativos novatos antes de revisar y recuperar una postura epistemológica.

A double chance to investigate populist influence: The Five Star Movement.

In the last decade, new kinds of European populist parties and movements characterized by a left wing, right wing or “eclectic” attitude have succeeded in entering in governments where they could exert a direct populist influence on their coalition partners or, conversely, become victims themselves of the influence of the institutional background. Such a scenario brought this research to formulate two questions: (i) “To what extent did populist parties succeed in influencing their government coalition partners, leading them to adopt populist rhetoric and change their policy positions?” and (ii) “Have populist parties been able to retain their populist “outside mainstream politics” identity, or have they been assimilated to mainstream parties?”. As a case study this project chose the Italian Five Star Movement. Since 2018 this eclectic populist actor has experienced three different governments first with the radical right wing populist League (2018-2019) and then with the mainstream center left Democratic Party (2019-2021). In addition to this, currently the Five Star Movement is a coalition partner of the ongoing Draghi’s government. Theoretically based on the ideological definition of populism (Mudde, 2004), on a new “revised” model of the inclusionary - exclusionary framework to classify populist parties and on a novel definition of “populist influence”,this research made use of both quantitative (bidimensional and text analysis) and qualitative methods (semi-structured interviews) and mainly focuses on the years 2017- 2020.The importance of this study is threefold. First it contributes to the study of populist influence in government in relation to the ideological attachment of the political actors involved. Second, it contributes to understand if populists in power necessarily need to tone down their anti-system character in order to survive. Third, this study introduces conceptual and methodological novelties within the study of populism and populist influence in government.

Dimensions of gender relations and reproductive health inequity perceived by female undergraduate students in the Mekong Delta of Vietnam: a qualitative exploration

Introduction Increasing evidence indicates that gender equity has a significant influence on women’s health; yet few culturally specific indicators of gender relations exist which are applicable to health. This study explores dimensions of gender relations perceived by female undergraduate students in southern Vietnamese culture, and qualitatively examines how this perceived gender inequity may influence females’ sexual or reproductive health. Methods Sixty-two female undergraduate students from two universities participated in eight focus group discussions to talk about their perspectives regarding national and local gender equity issues. Results Although overall gender gaps in the Mekong Delta were perceived to have decreased in comparison to previous times, several specific dimensions of gender relations were emergent in students’ discussions. Perceived dimensions of gender relations were comparable to theoretical structures of the Theory of Gender and Power, and to findings from several reports describing the actual inferiority of women. Allocation of housework and social paid work represented salient dimensions of labor. The most salient dimension of power related to women in positions of authority. Salient dimensions of cathexis related to son preference, women’s vulnerability to blame or criticism, and double standards or expectations. Findings also suggested that gender inequity potentially influenced women’s sexual and reproductive health as regards to health information seeking, gynecological care access, contraceptive use responsibility, and child bearing. Conclusion Further investigations of the associations between gender relations and different women’s sexual and reproductive health outcomes in this region are needed. It may be important to address gender relations as a distal determinant in health interventions in order to promote gender-based equity in sexual and reproductive health.

Qualitative Characteristics and Quantitative Measures of Solution's Reliability in Discrete Optimization: Traditional Analytical Approaches, Innovative Computational Methods and Applicability

The purpose of this thesis is twofold. The first and major part is devoted to sensitivity analysis of various discrete optimization problems while the second part addresses methods applied for calculating measures of solution stability and solving multicriteria discrete optimization problems. Despite numerous approaches to stability analysis of discrete optimization problems two major directions can be single out: quantitative and qualitative. Qualitative sensitivity analysis is conducted for multicriteria discrete optimization problems with minisum, minimax and minimin partial criteria. The main results obtained here are necessary and sufficient conditions for different stability types of optimal solutions (or a set of optimal solutions) of the considered problems. Within the framework of quantitative direction various measures of solution stability are investigated. A formula for a quantitative characteristic called stability radius is obtained for the generalized equilibrium situation invariant to changes of game parameters in the case of the H¨older metric. Quality of the problem solution can also be described in terms of robustness analysis. In this work the concepts of accuracy and robustness tolerances are presented for a strategic game with a finite number of players where initial coefficients (costs) of linear payoff functions are subject to perturbations. Investigation of stability radius also aims to devise methods for its calculation. A new metaheuristic approach is derived for calculation of stability radius of an optimal solution to the shortest path problem. The main advantage of the developed method is that it can be potentially applicable for calculating stability radii of NP-hard problems. The last chapter of the thesis focuses on deriving innovative methods based on interactive optimization approach for solving multicriteria combinatorial optimization problems. The key idea of the proposed approach is to utilize a parameterized achievement scalarizing function for solution calculation and to direct interactive procedure by changing weighting coefficients of this function. In order to illustrate the introduced ideas a decision making process is simulated for three objective median location problem. The concepts, models, and ideas collected and analyzed in this thesis create a good and relevant grounds for developing more complicated and integrated models of postoptimal analysis and solving the most computationally challenging problems related to it.

Diversity and difference in the everyday lives of Ugandan street children: The significance of age and gender for understanding the use of space

Childhood is characterised by diversity and difference across and within societies. Street children have a unique relationship to the urban environment evident through their use of the city. The everyday geographies that street children produce are diversified through the spaces they frequent and the activities they engage in. Drawing on a range of children-centred qualitative methods, this article focuses on street children's use of urban space in Kampala, Uganda. The article demonstrates the importance of considering variables such as gender and age in the analysis of street children's socio-spatial experiences, which, to date, have rarely been considered in other accounts of street children's lives. In addition the article highlights the need for also including street children's individuality and agency into understanding their use of space. The article concludes by arguing for policies to be sensitive to the diversity that characterises street children's lives and calls for a more nuanced approach where policies are designed to accommodate street children's age and gender differences, and their individual needs, interests and abilities.

Diversity and difference in the everyday lives of Ugandan street children: The significance of age and gender for understanding the use of space

Childhood is characterised by diversity and difference across and within societies. Street children have a unique relationship to the urban environment evident through their use of the city. The everyday geographies that street children produce are diversified through the spaces they frequent and the activities they engage in. Drawing on a range of children-centred qualitative methods, this article focuses on street children's use of urban space in Kampala, Uganda. The article demonstrates the importance of considering variables such as gender and age in the analysis of street children's socio-spatial experiences, which, to date, have rarely been considered in other accounts of street children's lives. In addition the article highlights the need for also including street children's individuality and agency into understanding their use of space. The article concludes by arguing for policies to be sensitive to the diversity that characterises street children's lives and calls for a more nuanced approach where policies are designed to accommodate street children's age and gender differences, and their individual needs, interests and abilities.