An analysis of the perceived service quality of hospitality industry in Rio de Janeiro through the SERVQUAL model: a multiple case study

Brazil is under political and financial crises where the end seems far away. Because of that, researchers argue that the hotel rooms offered by Rio de Janeiro, built to host the Olympic Games 2016, will be difficult to occupy after the event. It is then necessary for the hotels to understand how guests perceive the service quality in order to adapt to this new era. If guests’ perceptions meet or exceed their expectations, they will be satisfied and will probably return. Thus based on the SERVQUAL approach, this paper aims to study the impact of the service dimensions on the guests’ overall satisfaction at hotels of Rio de Janeiro. Two hotels were considered representative of the city in terms of service quality and customers’ profile. Interviews to the hotel managers were performed, and questionnaires to the guests were administered. Among the five SERVQUAL dimensions – Reliability, Tangibles, Responsiveness, Assurance, and Empathy – the Empathy dimension appears to be the only one that affects the guests’ overall satisfaction. The study could also identify that gender, country of residence, home country and family income have an impact on guests’ satisfaction. This study has no intention of generalization, but rather of refining the theory about services and the SERVQUAL model.

Rotinas organizacionais e a influência dos antecedentes internos e externos na variedade sequencial

Que fatores influenciam a variedade de sequências de tarefas componentes de rotinas organizacionais? Este estudo está focado em analisar como fatores antecedentes das execuções influenciam a variedade sequencial de rotinas organizacionais. Rotinas organizacionais conferem eficiência e coordenação aos processos organizacionais por meio da padronização e especialização das tarefas e de seus encadeamentos. A literatura suscita que altos níveis de variabilidade podem ser importantes para manter a flexibilidade nos processos organizacionais (Feldman e Pentland, 2003). A variedade sequencial é tida como a expressão mais fidedigna da diversidade de configurações das sequências de tarefas componentes de uma rotina organizacional. Este estudo propõe uma metodologia qualitativa de análise das fontes de variedade sequencial. Utiliza-se o quadro de referência proposto em Becker (2005b) que contempla os antecedentes complexidade da tarefa, interdependência da tarefa, pressão de tempo, incerteza pertencente à tarefa e mudança de agentes além de características e resultados. Para atingir este objetivo foram empreendidas duas observações em prontos-socorros de organizações paulistanas. A rotina organizacional de atendimento a pacientes em prontos- socorros é um processo relevante de ser estudado pois é principal forma de acesso dos pacientes a tratamentos nos dois hospitais analisados. Além disso, a rotina se mostra bastante eficiente e é caracterizada por atender padrões internacionais de qualidade de processo. Os dados foram sistematizados por uma análise de conteúdo adaptada ao estudo da variedade sequencial. Graças à essa análise foi possível identificar as fontes de variedade sequencial e discuti-las no contexto da literatura de rotinas organizacionais, foram identificadas quatro fontes principais: definição de prioridade ligada à pressão de tempo; necessidade de especialistas ligada à complexidade da tarefa; incremento de informações para diagnóstico e tratamento ligada à incerteza da tarefa; e, prolongar o tratamento ligada à incerteza e interdependência da tarefa. Não há evidências que a mudança de agentes influencia a variedade sequencial. Este estudo propõe que os antecedentes constituem dois grupos: antecedentes externos derivam de questões relativas à multiplicidade de condições dos pacientes como pressão de tempo e incerteza da tarefa. Antecedentes internos estão ligados à regras e recursos organizacionais como complexidade e a interdependência da tarefa.

Tradução, adaptação e validação da versão brasileira do questionário utian quality of life (uqol) para avaliação da qualidade de vida no climatério

The present study had as objective translates, to do equivalence and validation of the Utian Quality of Life (UQOL) for the Brazilian population through methods internationally accepted, in which the original questionnaire was translated for the Portuguese by three teachers and the consensual version was translated back for English by two American teachers (back translation). A multidisciplinary committee evaluated all versions and the final version in Portuguese was applied to climacteric women for the process of adaptation. Validation of the instrument was performed by measuring the reliability and validity properties. Construct validity was examined through the comparison between UQOL and the general measuring scale of quality of life Short Form-36 (SF-36). The final version of translation process was easily recognized by the target population, that didn't tell understanding problems. The results obtained for the reliability intra and interobserver showed significant agreement in all of the subjects. The construct validity was obtained through correlations statistically significant among the domains occupational, health and emotional of UQOL with the SF-36 domains. For the exploratory factorial analysis, it was verified that three factors explain 60% of the total variance of the data, the present study allowed concluding that UQOL was appropriately translated and adapted for applicability in Brazil, presenting high reliability and validity. In that way, the executed project provided the involvement of different areas as gynecology, psychology and physiotherapy (interdisciplinary). Thus, this instrument can be included and used in Brazilian studies to assessment the quality of life during the climacteric years

Development of site-specific sediment quality guidelines for North and South Atlantic littoral zones: Comparison against national and international sediment quality benchmarks

Coordenação de Aperfeiçoamento de Pessoal de Nível Superior (CAPES)

Water quality and zooplankton in tanks with larvae of Brycon Orbignyanus (Valenciennes, 1949)

Conselho Nacional de Desenvolvimento Científico e Tecnológico (CNPq)

Population growth and development of two species of Cladocera, Moina micrura and Diaphanosoma birgei, in laboratory

Coordenação de Aperfeiçoamento de Pessoal de Nível Superior (CAPES)

Growth retardants on development and ornamental quality of potted 'Lilliput' Zinnia elegans Jacq.

Conselho Nacional de Desenvolvimento Científico e Tecnológico (CNPq)

Mineralogy of the clay fraction of alfisols in two slope curvatures: IV - spatial correlation with physical properties

Fundação de Amparo à Pesquisa do Estado de São Paulo (FAPESP)

Bispectral index in dogs with high intracranial pressure, anesthetized with propofol and submitted to two levels of FiO2

Fundação de Amparo à Pesquisa do Estado de São Paulo (FAPESP)

Bovine Biofertilizer and Water Regime Effects on Growth and Bulb Quality of Garlic

Fundação de Amparo à Pesquisa do Estado de São Paulo (FAPESP)

Influence of Mahanarva fimbriolata (Stål) (Hemiptera: Cercopidae) injury on the quality of cane juice

Conselho Nacional de Desenvolvimento Científico e Tecnológico (CNPq)

Relationships between physical, morphological, and physiological characteristics of seeds developed at different positions of the ear of two maize (Zea mays L.) hybrids

Maize seeds developed at different portions of the ear of two hybrids (one, a large seeded, and the other a small seeded hybrid) were compared as to physical positions, morphological, and physiological characteristics viewing to gain information to be used during seed conditioning. The number of positions in the ear were 10, starting at the proximal and ending at the distal end. For the sake of simplification, the data were combined to refer to seeds of the proximal, the central and the distal sectors of an ear. Measurements made of the seeds as to shape (length, width, and thickness) and as to size (1,000 seeds weight) indicated that the round seeds growing at the distal sector are significantly smaller (mainly when thickness is considered) and lighter than those growing at the proximal sector. on the other hand, determinations of the physiological quality indicated that the round-proximal and the central seeds are equivalent and both significantly superior to the round-distal ones, Considering these significant differences as to size, shape, and physiological quality, a proposition of suppressing part of the round-distal from the totallity of the round seeds during the operations of seed conditioning is made.

Damages of spittlebug on sugarcane quality and fermentation process

Fundação de Amparo à Pesquisa do Estado de São Paulo (FAPESP)

Postharvest Conservation of Mature-Green and Ripe 'Paluma' Guava Stored at Two Temperatures

This work aimed to establish the importance of maturation and ripeness stages and the use of refrigeration for the conservation of 'Paluma' guavas. Fruit picked at the mature-green and ripe stages were stored at ambient conditions (21 degrees C and 85% RH) and also at 10 degrees C (85% RH). The fruit were evaluated every 2 or 3 days for weight loss, appearance, decay, color, firmness, soluble solids, titratable acidity, ascorbic acid, total polyphenols extractable content and total antioxidant activity. The fruit stored at 21 degrees C had higher weight loss than those stored at 10 degrees C. Mature-green guavas at 21 degrees C remained in good quality for 6 days, but at 10 degrees C, the preservation period increased to 15 days. Ripe fruit were preserved for 4 days at 21 degrees C, which was extended with refrigeration to 6 days. Mature-green fruit at 21 degrees C had decay in 6 days; while at 10 degrees C decay happened in 18 days. The peel color of mature-green fruits, at 21 degrees C, showed increasing values of luminosity, indicating that its color became lighter (change from green to yellow) and at 10 degrees C it showed constant values until the end of storage. Pulp firmness of mature-green fruit declined during storage as a result of ripening. In ripe fruits such reduction occurred more slowly, since they were softer. The color of the pulp became intense red for mature fruits. Soluble solids were lower in ripe fruit at 21 degrees C, while in mature fruits at 10 degrees C, it increased. The titratable acidity increased in fruits stored at 10 degrees C. The fruits kept at 21 degrees C and the mature guavas kept at 10 degrees C showed no changes in ascorbic acid content. The ripe fruit at 10 degrees C maintained their ascorbic acid levels. Mature guavas, stored at 10 degrees C, had the longest shelf life and higher contents of soluble solids and titratable acidity, with no changes in total polyphenols extractable content and total antioxidant activity.

Spittlebug impacts on sugarcane quality and ethanol production

Fundação de Amparo à Pesquisa do Estado de São Paulo (FAPESP)