Implementation of Customer Relationship Management Strategy in Pulp Company

Työn tarkoituksena oli löytää Asiakkuuksienhallintastrategian käyttöönoton ongelmakohtia asiakkuuksienhallintaan erikoistuneen konsulttiyrityksen asiakasyrityksen taholta. Lisäksi työssä etsitään ratkaisuja asiakkuusteorian viemiseksi käytäntöön. Työn anti on asiakkuusstrategian käytäntöön panon ongelmakohtien paikallistaminen, prosessin vaiheiden kuvaaminen sekä asiakkuuksienhallinnan tutkiminen lähtökohtana asiakkaalle tuotettu arvo. Asiakkuusstrategian implementoinnin ongelmakohtien ja kriittisten menestystekijöiden kuvaus ja vertailu käsitellään empiirisessä osassa suhteuttaen teoriaosuuden materiaaliin. CRM Group:n kannalta työ mahdollistaa osaltaan asiakasprojektien kehitystyön.Kirjallisuusosan pohjalta implementoinnin kannalta kriittisiksi menestystekijöiksi nousivat tietoteknisten ratkaisujen sulauttaminen osaksi asiakkuusstrategiaa tukevia toimintoja, aidon synergian löytäminen asiakas – toimittaja –suhteeseen sekä asiakkuusstrategiaa kehittävän organisaation sisäinen resursointi ja henkilöstön sitouttaminen.

The importance of relationship closeness expectations in brand-page communication in social networking sites

While there is extensive research regarding the way users in social networking sites (SNSs) connect and communicate with each other, literature on consumer-brand relationships in SNSs is scarce. This paper hypothesizes and tests the impact of varying the source of communication in Facebook brand pages on key characteristics of brand equity, examining whether this impact is conditioned by relationship closeness expectations. More specifically, two experiments assess how relationship closeness expectations vary according to brand category and brand affiliation and how the use of a spokes-character as the source of communication in brand pages versus communicating institutionally affects consumer’s attitudes towards two real-world brands. To measure these variables, structured questionnaires were conducted with three groups of undergraduate students. The results suggest that the appropriateness of opting for a more “informal” source of communication in brand pages such as a spokes-character varies depending on whether this is in(congruent) with existing relationship closeness expectations. Implications for researchers, brand and social media managers are presented.

Les relations d’attachement et d’activation père-enfant : effet modérateur de l’engagement paternel pour prédire le développement socio-affectif des enfants

Tout autant que la mère, le père est une figure d’attachement importante pour l’enfant. Toutefois le lien d’attachement père-enfant se formerait différemment du lien d’attachement mère-enfant. Les pères sont souvent plus engagés que les mères dans des activités ludiques, moins dans des activités de soins. Les jeux faits avec le père sont souvent plus physiques aussi, plus stimulants. En incitant son enfant au jeu de façon sensible, le père devient un tremplin pour l’exploration de son enfant et le développement de sa confiance en soi et en l’autre. C’est en tant que figure d’ouverture sur le monde que le père aurait une plus grande influence sur le développement de son enfant. C’est ce que nous apprennent les études sur l’engagement paternel. Jusqu’à maintenant peu d’auteurs ont étudié l’engagement des pères en même temps que l’attachement père-enfant, mais plusieurs proposent déjà que cette fonction d’ouverture sur le monde expliquerait la formation du lien père-enfant. La relation d’attachement père-enfant serait basée sur une relation d’activation. L’objectif de la présente thèse est précisément de mieux comprendre la nature du lien d’attachement père-enfant. Deux articles composent cette thèse. Le premier article est théorique et fait une recension de la littérature sur l’attachement père-enfant et l’engagement paternel. Le deuxième article est empirique et propose justement de vérifier l’influence de l’engagement paternel sur la formation du lien d’attachement au père. En tout 53 dyades pères-enfants ont participé à cette étude. L’engagement des pères au niveau du réconfort, de la stimulation et de la discipline a été évalué lorsque les enfants avaient entre 12 et 18 mois. À cet âge, la qualité d’attachement et de la relation d’activation ont aussi été évaluées, respectivement avec la Situation étrangère et la Situation risquée. Les deux mises en situation ont ensuite été comparées pour voir laquelle prédit mieux le développement des enfants à l’âge préscolaire, au niveau des compétences sociales, des problèmes intériorisés et des problèmes extériorisés. Les résultats obtenus indiquent que la Situation risquée prédit mieux le développement socio-affectif des enfants (compétences sociales et problèmes intériorisés). Aucun lien n’a été trouvé avec la Situation étrangère, même en tenant compte de l’engagement du père au niveau du réconfort. Ces résultats valident la théorie de la relation d’activation et l’importance de la fonction paternelle d’ouverture sur le monde. Les limites de la présente étude, ainsi que ses implications théoriques et méthodologiques, seront abordées dans la discussion du deuxième article et en conclusion de la présente thèse.

A experiência educativa de uma casa familiar rural e suas contribuições para o desenvolvimento local

O presente trabalho consiste em um estudo sobre atividades da Casa Familiar Rural de Coquelândia - Imperatriz/MA. Para identificar as evidências buscadas e a ação dos diversos atores sociais envolvidos no processo, o trabalho alicerça-se, principalmente, na análise das funções desempenhadas pela Casa Familiar Rural, considerando que essas ações possuem uma relação nítida com a sistematização de conhecimentos, que possibilitam a transformação dos atores sociais em agentes ativos nas ações de desenvolvimento local. Assim sendo, sublinha-se a Pedagogia da Alternância e seu papel na construção do desenvolvimento local, sua prática na revalorização multicultural do campo e sua contribuição na atuação transformadora dos atores sociais em agentes construtores de sua própria história. Para tanto fizemos um levantamento da história da Alternância com ênfase no seu modelo organizativo e nos seus instrumentos pedagógicos. Observamos que a prática da Casa Familiar Rural de Coquelândia permite às famílias não somente a oportunidade de os jovens conciliarem as atividades de trabalho e estudos, mas também, a participação direta dos pais no processo educativo. Também foi constatado que através da relação teoria-prática as famílias percebem as mudanças comportamentais dos jovens e suas motivações para os estudos e, com isso, são cada vez mais impulsionadas a colaborar com os monitores. A formação por alternância constitui em um fator de dimensões fundamentais para que se processem e consolidem as mudanças no relacionamento com essa nova realidade. Conclui-se que a Pedagogia da Alternância colabora com a formação de sujeitos empreendedores com capacidade e consciência crítica para interação e transformação na realidade em que vivem.

O tratamento de questões sociocientíficas na formação de futuros professores de ciências: possibilidades e desafios nas vozes dos licenciandos

The perspective STSE (Science-Technology-Society-Environment) was recently implemented in the training courses for science teachers in Brazil, and proposes greater coordination of scientific knowledge with subjective questions that constitute the science, enables discussion of the nature of science and its implications for social and environmental issues. The present work aims to contribute to training of science teachers that approximates the current demands of contemporary society. Having as theoretical reasons the implications of STSE Movement in science teaching, we bring some considerations on pedagogical practices of undergraduates in Biological Sciences held within its Supervised. Through content analysis of the speeches of undergraduates, we can identify contributions and limitations that treatment of socio-scientific issues (SSI) revealed in the process, putting to discuss some aspects that are tangent training teachers committed to a contextualized view of science and scientific training. It discusses, among them, the relationship theory and practice in supervised training of future teachers’ conceptions about the implications of the STSE perspective in science teaching and science teacher positioning ahead controversial themes.

Factors affecting a woman's decision to leave an abusive relationship : the theory of planned behaviour /

The present study tested the appHcabiUty of Ajzen's (1985) theory of planned behaviour (TPB), an extension of Fishbein and Ajzen's (1975) theory of reasoned action (TRA), for the first time, in the context of abused women's decision to leave their abusive relationships. The TPB, as a means of predicting women's decision to leave their abusive partners' was drawn from Strube's (1988, 1991) proposed decision-making model based on the principle that the decision-making process is a rational, deliberative process, and regardless of outcome, was a result of a logical assessment of the available data. As a means of predicting those behaviours not under volitional control, Ajzen's (1985) TPB incorporated a measure of perceived behavioural control. Data were collected in two phases, ranging from 6 months to 1 year apart. It was hypothesized that, to the extent that an abused woman held positive attitudes, subjective norms conducive to leaving, and perceived control over leaving, she would form an intention to leave and thus, increase the likelihood of actually leaving her partner. Furthermore, it was expected that perceptions of control would predict leaving behaviour over and above attitude and subjective norm. In addition, severity and frequency of abuse were assessed, as were demographic variables. The TPB failed to account significantly for variability in either intentions or leaving behaviour. All of the variance was attributed to those variables associated with the theory of reasoned action, with social influence emerging as the strongest predictor of a woman's intentions. The poor performance of this model is attributed to measurement problems with aspects of attitude and perceived control, as well as a lack of power due to the small sample size. The insufficiency of perceived control to predict behaviour also suggests that, on the surface at least, other factors may be at work in this context. Implications of these results, and recommendations such as, the importance of obtaining representative samples, the inclusion of self-esteem and emotions as predictor variables in this model, a reevaluation of the target behaviovu" as nonvolitional, and longitudinal studies spanning a longer time period for future research within the context of decision-making are discussed.

A constructivist grounded theory of firefighter perceptions of stress, coping and the relationship to health

This qualitative research was a constructivist grounded theory designed to develop an understanding of how firefighters perceive and cope with stressful situations and the impact this has on their perceptions of health. This study was framed in a social ecological perspective with the community of firefighting providing the environment within which to explore stress and coping. Of particular concern here are the stressors associated with firefighting. Prior research with firefighters has often been epidemiological and statistical in nature, focusing on measures of cardiovascular disease, cancer, and depression (Baker & Williams, 2001 ; Brown et al., 2002; Murphy et al.,1999; Regehr et al., 2002; Regehr et al., 2003). Qualitative research examining the perception of stress among firefighters that includes personal stories allows firefighters the opportunity to describe what it is like to be met with physically and mentally challenging situations on a daily basis. Twelve in-depth, semi-structured, face-to-face interviews with a brief questionnaire were conducted with firefighters from a Southern Ontario Fire Department. Four main themes emerged describing the persona of the firefighter, the stressors of firefighters, coping strategies of firefighters, and firefighters' perceptions of health. Stressors include requirements of the job, traumatic calls, tensions with co-workers, the struggle between the family at home and the family at work, political stressors with the City, and the inner struggle. Avoidance coping, approach coping, and gaining perspective emerged as the three coping styles of firefighters. Health was defined as including physical, mental, social and spiritual aspects. A model of the findings is provided that depicts the cyclical nature of the stress-coping-health relationship among firefighters.

The relationship of language development to theory of mind understanding in young deaf children

This paper studies cognitive development in young deaf children, specifically Theory of Mind development and its link to language abilities.

Development of meta-representations: Procedural metacognition and the relationship to Theory of Mind

In several studies it was shown that metacognitive ability is crucial for children and their success in school. Much less is known about the emergence of that ability and its relationship to other meta-representations like Theory of Mind competencies. In the past years, a growing literature has suggested that metacognition and Theory of Mind could theoretically be assumed to belong to the same developmental concept. Since then only a few studies showed empirically evidence that metacognition and Theory of Mind are related. But these studies focused on declarative metacognitive knowledge rather than on procedural metacognitive monitoring like in the present study: N = 159 children were first tested shortly before making the transition to school (aged between 5 1/2 and 7 1/2 years) and one year later at the end of their first grade. Analyses suggest that there is in fact a significant relation between early metacognitive monitoring skills (procedural metacognition) and later Theory of Mind competencies. Notably, language seems to play a crucial role in this relationship. Thus our results bring new insights in the research field of the development of meta-representation and support the view that metacognition and Theory of Mind are indeed interrelated, but the precise mechanisms yet remain unclear.