Escalas concorrentes para a mensuração da qualidade percebida: uma comparação entre a SERVQUAL e a RSQ

There is no doubt about the importance of service quality as a factor of businesses' success, but to measure this quality has proved to be a challenge when one considers different environmental contexts. Given this, the main goal of this paper was to test two measurement scales of perceived set-vice quality. The comparison between Service Quality scale (Servqual) and Retail Set-vice Quality (RSQ) was conducted by means of a survey with 351 participants, clients of a home center stores chain located in the city of Sao Paulo. The data were analyzed using both exploratory and confirmatory factor analysis. As a result, both scales demonstrated acceptable levels of reliability and validity However; the RSQ demonstrated a better performance in the nomological test since it was able to explain 43% of the loyalty towards the retailer; while the Servqual scale explained only 11%.

Escalas concorrentes para a mensuraçãoda qualidade percebida: uma comparação entre a Servqual e a RSQ

Não há dúvida sobre a importância da qualidade de serviços como fator de sucesso empresarial, mas mensurar essa qualidade tem se mostrado um desafio quando se consideram diferentes contextos. Diante disso, o objetivo deste estudo foi testar duas escalas de mensuração da qualidade percebida de serviços. A comparação entre a escala Service Quality (Servqual) e a Retail Service Quality (RSQ), deu-se por meio de survey junto a 351 respondentes e utilizou como ambiente de pesquisa uma rede de home centers com lojas localizadas na cidade de São Paulo. Para analisar os dados obtidos, foram utilizadas as técnicas multivariadas de análise fatorial exploratória e confirmatória. Como resultado, as duas escalas demonstraram níveis aceitáveis de confiabilidade e validade. Entretanto, no teste de validade nomológica, a escala RSQ mostrou-se superior à escala Servqual, uma vez que a primeira foi capaz de explicar 43% da lealdade em relação ao varejista, enquanto a segunda explicou apenas 11%.

Trauma and disorganized attachment in refugee children : integrating theories and exploring treatment options

Refugee families incur many different types of stressors in the course of the phases prior to flight, those of flight, and resettlement. Multiple and varied negative life events and traumas, such as those experienced by refugee families, may give rise to negative changes in attachment between children and their parents. However, such negative changes in attachment may be countered through the use of culturally appropriate counselling theories and their respective interventions. The integration of attachment theory with family systems, trauma systems, and cognitive behavioural theories and the use of cognitive behavioural caregiver support, filial therapy training, and play therapy interventions are discussed as a treamtent framework for promoting more positive and secure attachments between refugee children and their caregivers.

Estudio de caso. “el papel de los refugiados en la implementación de la política de libre circulación de la cedeao: visto desde el flujo de Liberia a Ghana”

Este estudio de caso tiene como objetivo determinar las implicaciones del flujo de población refugiada en la implementación de la política de libre circulación de la CEDEAO; tomando como referente el flujo desde Liberia hacia Ghana generado por la Guerra Civil. Esta investigación defiende que las implicaciones pueden estar relacionadas a las dinámicas que se asocian al movimiento de personas, las cuales pueden ser negativas o positivas, razón por la cual los Estados pueden reaccionar endureciendo las políticas migratorias, la obtención de permisos laborales y de residencia, y el cierre de fronteras o la expulsión de refugiados; con el fin de evitar consecuencias a nivel político, económico o en materia de seguridad. Para comprobar lo anterior se va a realizará un análisis de texto, sobre posiciones nacionales y políticas comunitarias, así como una revisión de estudios y estadísticas relacionados con el tema.

Validation of the Scale of Preferences and Expectations in Close Interpersonal Relationships (EPERIC)

Resumen tomado de la publicaci??n

Palestinian Refugee Camps: from Shelter to Habitat

Palestinian refugees registered with UNRWA and their housing conditions are officially characterized by a “ temporary status” , a situation which has lasted the past sixty years. This article explores this time-paradox by focusing on the host governments’ and UNRWA’s policies affecting the refugees’ housing conditions. After having reviewed available literature, this contribution analyses the current housing situation. Drawing on data from a recent survey, the authors provide insights on areas where intervention is needed. In all UNRWA’s fields of operation, overcrowding, lack of public spaces, humidity and structural defects are the main sources of housing discomfort that camp refugees endure. Host countries’ restrictions as well as the incapacity or unwillingness of larger urban municipalities to incorporate refugee camps in their master plans are among the main obstacles to the refugees’ housing development. Rehabilitation and self-help re-housing programs may offer substantial incentives for housing improvement. The success of such programs depends, among several factors, on the host governments’ good will to provide UNRWA with authorizations, financial support, and land, as well as on the capacity of involving the refugee communities in projects’ planning and implementation.