Literature has indicated that there are psychological characteristics in elite athletes of various sports that are significantly different than those of non-elite level athletes. The purpose of this study was to discover the different psychological characteristics associated with elite level gymnasts, and contrast the results with psychological characteristics of competitive gymnasts of other levels using the Athletic Coping Skills Inventory-28. Participants in this study were 195 gymnasts from gymnastics training centers throughout the United States. Results indicated that there was a significant difference in the Personal Resources Score (PCR) between the elite gymnast and all other levels. Furthermore, a significant difference was demonstrated among four of the seven sub-scales making up the Athletic Coping Skills Inventory-28. The study supports the hypothesis that the psychological make-up of "elite" level gymnasts is different than that of other competitive gymnastics levels.

Submitted by Renata Lopes (renatasil82@gmail.com) on 2016-07-21T14:22:53Z No. of bitstreams: 1 daniloreiscoimbra.pdf: 1310472 bytes, checksum: d9d0e7f8eecc7d0c6dd49b49a8ce362a (MD5) / Approved for entry into archive by Adriana Oliveira (adriana.oliveira@ufjf.edu.br) on 2016-07-22T15:31:19Z (GMT) No. of bitstreams: 1 daniloreiscoimbra.pdf: 1310472 bytes, checksum: d9d0e7f8eecc7d0c6dd49b49a8ce362a (MD5) / Made available in DSpace on 2016-07-22T15:31:19Z (GMT). No. of bitstreams: 1 daniloreiscoimbra.pdf: 1310472 bytes, checksum: d9d0e7f8eecc7d0c6dd49b49a8ce362a (MD5) Previous issue date: 2011-03-16 / No esporte, os atletas são submetidos a vários estressores, tanto físicos (exercício, lesões), psicológicos (preocupação com o desempenho, ansiedade) e sociais (com o treinador e companheiros de equipe). As habilidades para lidar com estes fenômenos são chamados de coping. É um processo consciente, no qual o indivíduo avalia a situação como estressante, tentando usar os seus recursos pessoais para controlar, reduzir ou resolver as demandas da atividade. O Athletic Coping Skills Inventory-28 (ACSI-28) é um instrumento multidimensional utilizado para avaliar diferentes estratégias para lidar com o estresse no esporte. A revisão sistemática encontrou 23 estudos que utilizaram o instrumento. Encontraram uma correlação entre as dimensões da ACSI-28 e atletas de sucesso, uma menor incidência de lesões e outras habilidades psicológicas, etc. No Brasil, existem poucos estudos abordando o desenvolvimento de instrumentos que avaliam as habilidades psicológicas, especialmente quando se trata do coping. O objetivo deste estudo foi validar a versão brasileira da ACSI-28. A análise fatorial exploratória (AFE) suportou a validade estrutural do ACSI-25BR, removendo-se três itens da versão original. Cinco das sete subescalas apresentaram adequada consistência interna. Através da MANOVA verificaram-se diferenças entre o gênero, modalidade e o nível competitivo dos atletas. De acordo com os resultados, podemos concluir que as habilidades psicológicas necessitam ser treinadas tanto quanto a técnica, tática e física, respeitando as diferenças e necessidades de homens e mulheres, em diferentes esportes e níveis competitivos. / In sport, athletes are submited to various stressors, both physical (exercise, injuries), psychological (concern with performance, anxiety) and social (relationship with coach and teammates). The skills to deal with these phenomena are called coping. It is a conscious process, in which the individual evaluates the situation as stressful, trying to use my personal resources to control, reduce, or deal with demands of the activity. The Athletic Coping Skills Inventory-28 (ACSI-28) is multidimensional instrument used to assess different strategies to deal with stress in sport. The systematic review found 23 studies that used the instrument. Found a correlation between the dimensions of the ACSI-28 and successful athlete, a lower incidence of injuries and other psychological skills, etc. In Brazil there are few studies approaching the development of instruments that assess the psychological skills, especially when it comes to coping. The aim of this study was to validity a Brazilian version of the ACSI28. Factor analysis supported the structural validity of ACSI-25BR, removing three items from the original version. Five of the seven subscales showed adequate internal consistency. Through the MANOVA there were differences between gender, modality and performance level. According to the results, we conclude that the psychological skills need to be trained as much as the technical, tactical and physical, respecting differences and needs of men and women in different sports and competitive levels.

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This study was designed to understand how ACSI certified Christian School leaders in Arizona lead their schools. There are a variety of leadership models available. Servant leadership, being a fairly recent phenomenon has been studied and implemented by numerous organizations and leaders with great organizational success and buy in. One area of servant leadership research which still needs development is whether or not ACSI certified Christian School leaders are employing servant leadership principles. By using qualitative metrics and using narrative-based interviews of Christian School leaders coupled with already established research parameters of servant leadership as outlined by Page and Wong (2003), this study analyzed whether or not servant leadership is guiding and directing the acting administrators in Arizona ACSI certified schools. Each interview was recorded and transcribed to look for key words and concepts understood in servant leadership models. This study focused on current administrators serving in K-12 schools across the state of Arizona. With analyzing interview transcripts and discovering patterns that emerge a better understanding emerged as to how ACSI Christian School leaders lead their respective school environments. / Educational Administration

[pt] O objetivo deste trabalho é verificar qual a influencia do invetimento em marketing e consequentemente da satisfação do consumidor, no valor economico-financeiro das organizações no que tange a sua rentabilidade e lucratividade. Exite muita divergencia quanto a efetividade das ações de marketing no resultado econimico financeiro, constantemente discutida pelos administradores. Para abordar esta questão utilizou-se o ACSI, indice de satisfação do consumidor americano associados a indices de rentabilidade e performance usualmente utilizado nas avaliações das empresas. O campo de pesquisa foi delimitato as empreas de capital aberto em paises em desenvolvimento pertencentes ao mercado discricionário. A analise da satisfaçao do consumidor apesar da sua importância é pouco medida em termos de retorno financeiro. De modo que, este trabalho permitirá demonstrar segundo modelo aplicado a relação da satisfação do consumidor versus a rentabilidade e performance dessas empresas haja vista uma expectativa no impacto positivo, reafirmando a lealdade do consumidor com o produto da empresa ou negativo sob a influencia das percepções de insatisfação do cliente. / [en] The objective of this study is to verify the influence of marketing investment spending and, consequently, consumer satisfaction with the economic-financial value of the companies in terms of their profitability and profitability. There are many disagreements as to the effectiveness of marketing actions in the economic-financial result, constantly discussed by managers. To address this issue, consumer satisfaction was used using the American Customer Satisfaction Index (ACSI), or American Consumer Satisfaction Index, associated with profitability indicators usually adopted in corporate valuations. As a research field, publicly traded companies in developed and developing countries belonging to the discretionary market were determined. The analysis of consumer satisfaction, despite its importance, is little measured in terms of financial return and is spared, so that, in this work, we try to demonstrate it according to the model applied to the relationship of consumer satisfaction with profitability of the companies, that is, with the generation of value to shareholders and investors of these. Let s see, an expectation not a positive impact reaffirming the impact of the consumer satisfaction index as a result of a marketing action that brings back to the company ACSI.

Made available in DSpace on 2016-08-02T21:43:03Z (GMT). No. of bitstreams: 1 Luizpg1_ 24.pdf: 954548 bytes, checksum: 31b0f1d1ac1c93e4207e71d26f73f59e (MD5) Previous issue date: 2011-06-27 / A gestão das instituições de ensino superior (IES) no Brasil tem apresentado inconsistências gerenciais: O que se faz não é o que o aluno espera. O que se ensina não é, geralmente, o que os universitários veem em seu Campus. A literatura aponta para, basicamente, duas questões as quais potencialmente apresentam maior impacto acerca desta realidade: A intervenção do governo na intenção de gerir a qualidade do ensino e a industrialização do ensino. Paralelo a estas questões, há uma carência na literatura de aportes ao que se refere à satisfação dos clientes. Muito embora existam modelos de mensuração, como a ACSI e o ESCI, e diversos conceitos de satisfação, os esforços direcionados para públicos específicos são insuficientes e/ou até inexistentes em alguns casos. Por fim, segundo o ANUP o Sudeste abriga quase a metade de todas as IES do país, sendo-as, com ampla predominância, instituições particulares, reiterando a relevância desta região para o Brasil e das IES privadas no país. Assim, este estudo se dispõe a aproximar os temas gestão de instituições de ensino superior, satisfação do consumidor e, por fim, o papel da região sudeste do país para a educação, com ênfase nas IES particulares, objetivando adaptar e validar um instrumento capaz de ser aplicado na gestão acadêmica e evidenciar os determinantes que promovem satisfação do universitário. Por meio deste projeto, pode-se analisar a utilização de um modelo adaptado do ACSI e identificar pesos e coeficientes entre as variáveis propostas: Expectativa, Qualidade, Valor e Satisfação.

Customers’ satisfaction is a decisive factor in the development process of business which has also an effective impact on contributing a country's GDP. Private banks have been emerged over the time in developing countries where customers’ satisfaction is the driven force of banking industry investigated in Bangladesh. In this study a conventional American Customer Satisfaction Index model has been used over Bangladesh to compare overall performance of banking industry. Customers’ satisfaction in Bangladesh has been measured from the different angle of customers’ perception based on their portfolio. This research has been designed on a quantitative approach followed by survey research method. Questionnaire was administered to collect data through objective list as well as physical interaction with the respondents from different locations in the capital city of Bangladesh named Dhaka. Collected data had been analyzed applying Partial Latent Square (PLS) software program. The study outcomes showed that the perceived quality is the main determinant factor on customer satisfaction towards banks in Bangladesh. It also revealed that significant relationship exists between customers’ satisfaction and customers’ loyalty. The revised model in 2016 represents the benchmark scores of customers’ satisfaction in Bangladesh lagged behind consecutively 18 and 13 scores than that of USA and Taiwan. Considering the study results, we summed the quality of service leads to satisfied customers in turns towards customers loyalty. Banks also can get competitive advantage by evaluating all classes of customers equally through providing superior services to them.

Submitted by Mariana Dornelles Vargas (marianadv) on 2015-05-05T19:29:05Z No. of bitstreams: 1 antecedentes_consequencias.pdf: 1712344 bytes, checksum: c67e4a69bccb51c54a6c847aef6ddd95 (MD5) / Made available in DSpace on 2015-05-05T19:29:05Z (GMT). No. of bitstreams: 1 antecedentes_consequencias.pdf: 1712344 bytes, checksum: c67e4a69bccb51c54a6c847aef6ddd95 (MD5) Previous issue date: 2010-09-28 / Nenhuma / A educação superior privada no Brasil, especialmente na modalidade de Ensino a Distância (EAD), tem tido um grande crescimento nos últimos anos. Com o aumento do número de novos alunos e novas instituições ofertando o EAD, cresceu também a preocupação da sociedade e das próprias instituições em avaliar a satisfação de seus alunos. Na área de marketing a temática da satisfação com seus antecedentes e consequências continua sendo um dos assuntos mais pesquisados e discutidos. Esta dissertação, através de um estudo de caso, teve como objetivo identificar e analisar os antecedentes e as consequências da satisfação dos alunos de graduação de disciplinas na modalidade EAD da Unisinos. Para isso, a pesquisa adotou o modelo conceitual do ACSI (Índice de Satisfação do Consumidor Americano) que apresenta a qualidade, as expectativas, e o valor percebido como antecedentes de satisfação, e como suas consequências imediatas, a lealdade e a reclamação. Para adaptar os indicadores deste modelo ao contexto pesquisado do EAD, a metodologia da pesquisa passou por três fases principais: na primeira fase de caráter exploratório, foram coletados dados qualitativos com gestores, professores e alunos, além de ser realizada a revisão teórica. Após a apuração dos dados nesta fase, se obteve os indicadores iniciais. O enfoque da segunda fase foram os dados descritivos e quantitativos, buscando testar os indicadores encontrados na fase anterior e efetivamente mensurar os antecedentes e consequências da satisfação, analisando as relações entre os construtos de indicadores. Já na terceira fase, novamente com enfoque exploratório, os resultados quantitativos obtidos na fase anterior foram analisados por um grupo focal de forma qualitativa. Ao total foram mais de 500 questionários aplicados e mais de 850 minutos de gravações de grupos focais e entrevistas. Como resultado da pesquisa, foi possível validar o modelo ACSI, utilizando a técnica de Modelagem de Equações Estruturais, em que os resultados demonstraram a validade dos construtos, e seus indicadores precedentes e consequentes da satisfação no EAD. As análises indicam que a satisfação está relacionada diretamente ao fator qualidade; e esta, por sua vez, relaciona-se de modo principal com os fatores professor, aprendizagem e interação. Os índices de maior satisfação resultaram em indicadores mais elevados de lealdade, ou seja, na permanência dos alunos na Instituição. Estudos futuros poderão ser reaplicados utilizando o mesmo modelo, permitindo novos comparativos desses resultados. / Private undergraduation education in Brazil, regarding e-learning, has had great growing through last years. Because of the increasing number of new students and new Institutions, Institutions themselves have been worried to evaluate their students´ satisfaction for this method. In Marketing, satisfaction and all its surroundings in terms of background and consequences satisfaction has been one of the most researched and discussed topics. This dissertation, through a case study, aimed at identifying and analising background and consequences of student´s satisfaction in undergraduation courses, developed based on the e-learning method at Unisinos. For this purpose, the research adopted the ACSI conceptual model (Índice de Satisfação do Consumidor), which presents the quality, the expectations and the right value as backgrounds of satisfaction just like its immediate consequences, loyalty and complaints. In order to adapt indicators from this model to the e-learning context researched, the research methodology passed by three main steps: in the first one, which has an exploratory character, qualitative data were collected with managers, professors and students. Besides, a theoretical revision was made. After data collection, first indicators were reached. The focus of the second phase was the descriptive and qualitative data, which aimed at testing the indicators in the previous phase and measure background and consequences of satisfaction, analising the relation among the elements which built the indicators. In the third phase, again in an exploratory focus, quantitative results from the previous phase were analised by a group in a qualitative focus. Questionnaires summed more than 500 questions and more than 850 minutes of recordings from groups and interviews. From the results of the research, it was possible to analise the model ACSI by the use of the technique called Structural Equation Modeling, in which the results demonstrated how valid the elements of building were as well as their background and consequence indicators of satisfaction related to e-learning. The analysis indicate that satisfaction is related striclty to quality which is related to professors, learning and interaction. Rates of high satisfaction resulted in higher loyalty, which means the rate of permanence in an Institution. Future studies may be reapplied by the use of the same method, allowing new comparatives of these results.

Thesis (M.A. (Psychology))--North-West University, Potchefstroom Campus, 2008.

This thesis used ACSI model as a theoretical basis, which is a cause-and-effect model, to measure the quality of goods or service that starts from “customer expectations” to “customer satisfaction”. The purpose of this thesis is to find a suitable model for developing the customer satisfaction of No.2 bus service, by examining the relationships between perceived quality, customer expectation, perceived value and customer satisfaction in ACSI model. According to the data from survey of the international students in Gävle University, who lives in Sätra of Gävle of Sweden, this thesis used the partial least squares (PLS) regression to estimates the ASCI model. As a result, the coefficients of each variable and R-square statistics indicate that the relationships between PQ, CE, CS and PV are very weak; PV should be ignored in the case. Therefore, the ACSI model in this case had been revised, and the conclusion can be drawn: the ACSI model was unsuitable for No.2 bus case, furthermore, this study presents a new model for No.2, which is “customer expectation—perceived quality—customer satisfaction”. Consequently, the X-traffic Company should know the customers expectation and provide the service which can meet customer needs. By expanding previous research and based on ACSI model, the study empirically examines the relationships between three customer satisfaction dimensions.