[pt] Este estudo busca analisar o efeito do ambiente do varejo aeroportuário no comportamento do consumidor nas compras não planejadas. Foi utilizado o modelo conceitual de Mohan (2013), com a finalidade de testar tanto os elementos inerentes à loja (música, iluminação, lay out e atendentes) quanto as características individuais dos consumidores no que tange o lado afetivo, tanto o positivo quanto o negativo, assim como a necessidade de compra de determinado produto. Foi enviado por e-mail um survey para os clientes que compraram no Free Shop na loja do desembarque de São Paulo dentro do mês de janeiro 2014. Os resultados do estudo indicam a importância do ambiente da loja e principalmente da relevância dos atendentes dentro do modelo estudado. / [en] This study analyzes the effect of airport retail environment on consumer behavior in unplanned purchases. The conceptual model of Mohan (2013) was used for the purpose we test both the both the positive elements inherent to the store (music, lighting, lay out and attendants) and the individual characteristics of consumers regarding the affective side as negative, as well as the need to purchase a particular product. Was sent by e-mail a survey to customers who bought in Duty Free in arrival from Sao Paulo to store at least 1 month. The study results show how this set of elements within the dynamic purchasing influence consumption.

This diploma thesis deals with managerial competencies, which knowledge and control are signs of the superior performance manager. The theoretical part of the work is supported by the literature study. In several chapters there are summarized and characterized basic topics related to competences in general, competencies in the manager's job, competency models and integration of competency models to companies. In the practical part there is collected a list of general competencies from various sources that are typical for store manager position. Subsequently the synthesis of these competencies is performed to the several thematic blocks. Using questionnaires are detected relevant competencies for store managers who contribute to the achievement of excellent business results. On the basis of these informations is created preliminary competency model for the position of store manager Mr. Baker units which is including a description of the level of all individual competencies. The final stage is a validation of the resulting preliminary competency model using expert judgment. The result is a competency model for store manager Mr. Baker Bakery unit which is ready for implementation and use in practice.