Thèse numérisée par la Direction des bibliothèques de l'Université de Montréal.

Purpose: Previous research has highlighted that dysfunctional customer behaviour is commonplace in service exchange interactions. However, most research has focused on what forms of dysfunctional behaviours that are prevalent in a face-to-face context. Instead of focusing on traditional face-to-face interactions, this thesis will address and consider dysfunctional customer behaviour in a live chat support context. Moreover, the reason why certain behaviours are perceived as dysfunctional in an online context will also be discussed from a role discrepancy perspective. Methodology: The methodological approach relies on a qualitative case study of the online casino company LeoVegas. The research is carried out by conducting ten semi-structured interviews with the firm's live chat customer-contact employees. The interviews were conducted via the video chat application Skype. Findings: The findings highlight five customer behaviour categories that the respondents perceived as dysfunctional. The employees thought these behaviours violated the rules and norms of the service script. However, the data implied role discrepancies between the employees and customers, where the customers and the employees had different views of the service script. The reason for these discrepancies were due to customer ignorance of reading the terms and conditions, which the employees and LeoVegas recognized as the service script. This resulted in customer violations of the service scripts which the employees perceived as dysfunctional customer behaviour. Originality/Contribution:The thesis contributes with five employee perceived categories of dysfunctional customer behaviour in a relative unstudied online support context. A theoretical contribution of the study is the introduction of a new perception of dysfunctional customer behaviour, with the researchers arguing that dysfunctional customer behaviour is not about customers violating the service script but rather that there is a role discrepancy between the customers and the employees. This leads to an important managerial implication, that managers need to ensure role congruence between employees and customers so that role discrepancy may be avoided.

Thèse numérisée par la Division de la gestion de documents et des archives de l'Université de Montréal.

Thèse numérisée par la Direction des bibliothèques de l'Université de Montréal.

Le plateado ou dorado - Brachyplatystoma rousseauxii (Pimelodidae, Siluriformes) est un grand poisson-chat Amazonien d’intérêt commercial, qui présente un des cycles de vie les plus surprenants et énigmatiques, avec la plus grande migration connue en eaux douces, entre l’estuaire de l'Amazone et les têtes de fleuves en Amazonie occidentale. Le but de ce travail était de déterminer, au niveau moléculaire, la position phylogénétique du plateado dans la famille Pimelodidae ainsi que sa structure génétique dans le Haut Madera (Villa Bella–VB, Cachuella Esperanza–CE, Puerto Maldonado–PM, Rurrenabaque–RU, Puerto Villarroel–PV) et ouest de l'Amazonie (Iquitos–IQ) bassins (Bolivie et Pérou). Les relations phylogénétiques ont été définies par une analyse du maximum de vraisemblance (ML) des séquences nucléotidiques de deux gènes mitochondriaux (Région de Contrôle–RC, ~ 900 pb, 32 taxons; Cytochrome Oxydase 1-CO1, ~ 650 pb, 61 taxons), et d’un gène nucléaire (F-reticulon4–RTN4, ~ 1700 pb, 38 taxons). La structure génétique des populations a été évaluée par le polymorphisme de longueur de neuf microsatellites (284 inds) et par les variations de séquence de la RC (461 inds + 45 en provenance du Brésil, disponibles dans GenBank). Les variations de fréquences des microsatellites ont été utilisées pour identifier les unités panmictiques (clusters) les plus probables dans l'ensemble des données, à travers une approche bayésienne (BAPS), après avoir démontré une déviation significative à l'équilibre de Hardy-Weinberg (HWE) quand l’ensemble des données étaient analysé comme faisant partie d’une seule unité.L’analyse phylogénétique concaténée (ML) a montré que la famille Pimelodidae était un groupe monophylétique. Les résultats les plus notables de la phylogénie sont la monophylie peu soutenue (77%) de la tribu Brachyplatystomatini et la non-monophylie des Brachyplatystoma. Seul le sous-genre Malacobagrus (B. rousseauxii + (B. filamentosum + B. capapretum)), défini morphologiquement, s’est avéré monophylétique. Ces résultats suggèrent que le genre Brachyplatystoma pourrait contenir Platynematichthys ou pourrait être limité au sous-genre Malacobagrus.L'analyse des microsatellites sur l'ensemble des échantillons (ouest Amazone + haut Madera) a montré un écart significatif á la panmixia, ainsi que sur l'ensemble des échantillons du haut Madera. A la lumière de ces résultats, l’approche bayésienne a été développée, montrant qu'au moins trois clusters (1, 2, 3) sont présents dans les bassins du haut Madera et de l'ouest de l'Amazone, avec des répartitions qui se chevauchent partiellement. En parallèle á l'identification des clusters, il a été mis en évidence une différence significative au sein de B. rousseauxii entre l’ouest de l'Amazonie et le haut Madera bassin.L'analyse généalogique (ML) des séquences de la RC a montré une topologie en peigne, sans groupe d'haplotypes montrant une histoire commune. En revanche, l'analyse des fréquences haplotypiques a révélé l’existence de 4 haplogroupes, liés à la géographie. Un haplogroupe a été identifié le long de l'axe principal de l’Amazonas-Solimões (Belem-Brésil et Iquitos-Pérou) et 3 autres dans le haut Madera (VB; CE+MD; RU+PV), organisés selon une tendance aval - amont. Ainsi, nous observons d’un coté 3 populations (clusters) avec une distribution géographique partiellement chevauchante, et de l’autre quatre haplogroupes positionnés selon une logique géographique. Le scenario le plus probable implique un comportement de homing des individus du cluster 1 (homing à l’échelle des grands sous-bassins), qui préfèrent ou tendent à retourner dans le sous-bassin du Madera. Les 3 populations coexisteraient alors dans le haut Madera en se reproduisant à des périodes (phénologie) ou à des endroits différents (ségrégation spatiale). Enfin, les résultats sont discutés à la lumière des résultats précédemment publiés dans le bassin de l'Amazone et des menaces qui pèsent sur l'espèce dans le bassin du Madera. / The Plateado or Dorado - Brachyplatystoma rousseauxii (Pimelodidae, Siluriformes) is a commercial migratory catfish species with one of the most surprising and enigmatic life histories in the Amazon basin, involving the largest migration known for a freshwater species, between the estuary and the head waters in the Andean piedmont. The aim of the present work was to determine the molecular phylogenetic position of the Plateado in the Pimelodidae family and its population genetic structure in the Upper Madera (Villa Bella – VB, Cachuella Esperanza – CE, Puerto Maldonado – PM, Rurrenabaque – RU, Puerto Villarroel - PV) and Western Amazon (Iquitos - IQ) basins (Bolivia and Peru). The phylogenetic relationships were defined through a Maximum Likelihood (ML) analysis of nucleotide sequences of two mitochondrial (Control Region – CR, ~ 900 pb, 32 taxa; Cytochrome Oxidase 1 – CO1, ~ 650 bp, 61 taxa), and a nuclear fragment (F-reticulon4 - RTN4, ~1700 bp, 38 taxa). The population genetic structure was evaluated through the length polymorphism of nine microsatellites (284 inds) and CR sequence variations (461 inds + 45 from Brazil available in GenBank). Microsatellites frequencies variations were used to identify through a Bayesian approach (BAPS) the most probable panmictic units (clusters) in the whole data, after previous demonstration of a deviation to Hardy-Weinberg Equilibrium (HWE). The ML phylogenetic concatenated analysis showed the Pimelodidae family as a monophyletic group, with the genera Phractocephalus and Leiarius as basal lineages. The most notable results in the phylogeny were the not well-supported monophyly (77%) of the tribe Brachyplatystomatini and the non-monophyly of Brachyplatystoma. Only the morfologically defined subgenus Malacobagrus (B. rousseauxii + (B. filamentosum + B. capapretum)) was recovered as monophyletic. These results suggest that Brachyplatystoma could contain Platynematichthys or be restricted to the subgenus Malacobagrus, and the other species be related to distinct (earliest) genera, in agreement with another study carried out in parallel with other markers.Microsatellite analysis of the whole data (Western Amazon + Upper Madera) showed a significant departure of the HWE expectations, as well as the analysis of the whole data from the Upper Madera region. In the light of these results, the Bayesian approach has been implemented, showing that at least three clusters (1, 2, 3) are present in the Upper Madera and Western Amazon basins with partial overlapping distribution.To the margin of the cluster identification, it was evident the significant difference between Western Amazon (Iquitos region) and the Upper Madera basin.The genealogical analysis (ML) of the CR sequences showed a generalized comb-like topology without group of haplotypes with common ancestry. On the other hand, CR frequency analysis showed the conformation of four haplogroups associated to geography. One haplogroup was identified along the main axis of the Amazonas-Solimões, from Belem (Brazil) to Iquitos (Peru), and three other haplogroups were observed in the Upper Madera basin (VB; CE+PM; RU+PV), positioned in a downstream - upstream pattern.Hence, we observed on the one hand three genetic populations (clusters), distributed in partially overlapping geographical areas, and on the other hand four haplogroups, positioned according to a geographical pattern. The most probable scenario involves a homing behavior of individuals from cluster 1 (homing at the scale of large watersheds), which prefer or tend to return to the Madera basin, with the three populations coexisting within the upper Madera because they reproduce at different moments (phenology) or different places (spatial segregation). Finally, the results are discussed in the light of previous results in the Amazon basin and the threats to the species in the Madera basin (p.e. fragmentation by dams, overfishing, climate variability, among other).

Made available in DSpace on 2016-04-28T19:33:31Z (GMT). No. of bitstreams: 1 Marcelo da Silva.pdf: 1059291 bytes, checksum: b2af93ed50a912f586fe68d8f0e247a1 (MD5) Previous issue date: 2011-11-01 / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior / This study sought to establish relations between the emoticons used in chat text and figures determinative of cuneiform and hieroglyphic, through the linguistic historiography, which (re) constructs the linguistic knowledge, identifying their context and their influence in producing the document, in a particular historical time and geographical space. When we make a historical overview of writing, we rescued the main features of ideographic writing of the Sumerians and Egyptians with their signals determinative that served to help readers understand the meanings of texts and also to avoid possible ambiguities. Historically, the writing of Semitic, Greek and Roman, was instrumental in shaping our current alphabet. At the end of the twentieth century and beginning of the XXI came the Internet as a communication vehicle that offers new ways of relating to chat in an open space for interaction in digital media. Thus, this research found that there are both similarities and differences between the emoticons used in chat rooms and signals determinative of the Sumerians and Egyptians. As for similarities, both have ideographic value, or transmit ideas and words with accompanying phonetic value. While the determinative signs were intended to help the reader in understanding the words, emoticons have the role to complement the written message / O presente trabalho procurou estabelecer relações entre os emoticons utilizados no chat de texto e as figuras determinativas da escrita cuneiforme e hieroglífica, por intermédio da Historiografia Linguística, que (re) constrói o saber linguístico, identificando seu contexto e suas influências na produção do documento, em um determinado tempo histórico e espaço geográfico. Ao elaborarmos um panorama histórico da escrita, resgatamos as principais características da escrita ideográfica dos sumérios e egípcios com seus sinais determinativos que serviam para ajudar os leitores a entender os significados dos textos e também para evitar possíveis ambiguidades. Historicamente, a escrita dos semíticos, gregos e romanos, foi fundamental na formação do nosso atual alfabeto. E no final do século XX e início do XXI surgiu a Internet como veículo de comunicação que oferece novas formas de relacionamento como o chat, em um espaço aberto à interação na mídia digital. Deste modo, a presente pesquisa constatou que há tanto semelhanças como diferenças entre os emoticons utilizados nos chats e os sinais determinativos dos sumérios e egípcios. Quanto às semelhanças, ambos possuem valor ideográfico, ou seja, transmitem ideias e acompanham palavras com valor fonético. Enquanto os sinais determinativos tinham a finalidade de ajudar o leitor no entendimento das palavras, os emoticons possuem o papel de complementar a mensagem escrita

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nÃo hà / Este trabalho tem como finalidade promover uma investigaÃÃo acerca da utilizaÃÃo do bate-papo na Internet na EducaÃÃo. Cada vez mais o bate-papo vem sendo utilizado em cursos a distÃncia, como tambÃm em instituiÃÃes de ensino, para algumas finalidades educativas, como por exemplo, proporcionar interaÃÃo entre os participantes. A partir de uma experiÃncia vivida na Faculdade de EducaÃÃo â UFC, observamos que era possÃvel utilizar este recurso em sala de aula. O objetivo principal da pesquisa à verificar quais contribuiÃÃes pedagÃgicas o bate-papo oferece para professores e alunos. Pretendemos especificar quais habilidades sÃo desenvolvidas quando usamos este recurso e as semelhanÃas e diferenÃas com relaÃÃo a momentos e situaÃÃes que acontecem em aulas presenciais e a distÃncia. Durante esta pesquisa, participamos de alguns bate-papos educativos e dentre estes, selecionamos nove para anÃlise deste trabalho. Observamos algumas situaÃÃes pertinentes a uma atividade pedagÃgica, entre elas podemos citar: participaÃÃo dos alunos durante as discussÃes realizadas no bate-papo; interaÃÃo (colaborativa e cooperativa) entre professor e alunos que enriquece a aprendizagem; quatro momentos de discussÃo proporcionados pelo bate-papo: apreensÃo (leitura de mensagem), seleÃÃo (interpretaÃÃo), compreensÃo (aspectos crÃticos sobre a informaÃÃo) e processamento de informaÃÃes (reflexÃo). Relatamos a partir das nossas experiÃncias, quais foram as possibilidades educativas encontradas no bate-papo - como por exemplo, colaboraÃÃo e cooperaÃÃo entre os sujeitos envolvidos na discussÃo - mostrando como à possÃvel trabalhar com esta tecnologia e, principalmente, o retorno pedagÃgico, do qual tanto o professor quanto o aluno poderÃo usufruir. / This work aims to elicit some discussion on the pedagogical use of Internet chat. Chat sessions have been frequently used with educational goals in distance learning courses, as well as in teaching institutions to provide interaction between the learners. Starting from an experience with chat at the College of Education â UFC, we could observe that it was possible to use this resource in the classroom. The main objective research is to verify which pedagogical contributions the chat sessions offer to teachers and students. Besides, we intend to specify which skills are developed when we use this resource and the similarities and differences in relation to moments and situations that happen in classroom or in distance learning. During the research we joined some educational chat sessions, nine of which were chosen to be analised. Some situations, related to pedagogical activities were observed, such as: of students participation during the chat session; teacher and students interaction (collaborative and cooperative) allowing a learning environment; four moments of interaction provided by chatting sessions: apprehension (message reading), selection (interpretation), comprehension (critical aspects about the information) and information processing (reflection). We present, based on our experiences, the educational possibilities found in the chatting sessions, presenting how it is possible to work with this technological device and, mainly, the pedagogical gains of which even the teacher and the learner would benefit.

Healthcare centers face increasing revenue risk under the Medicare Access and Children's Health Insurance Program Reauthorization Act (MACRA). The purpose of this multiple case study was to explore strategies that successful leaders of healthcare centers use to mitigate the risk of reimbursement penalties under MACRA. The conceptual framework of this study was Generation 3 cultural-historical activity theory (CHAT-III), and the analysis process used was Yin's recursive and iterative phases. Participants of this study were 6 leaders of healthcare centers in the United States identified as having high quality and low cost via the Centers for Medicare and Medicaid public use files. Semistructured interviews were used to explore the identification of strategic opportunity, strategy formation, implementation, and control. Themes for organizational culture that emerged from data analysis included a foundation core with flexibility and iterative process-improvement practice. Themes in the strategy formation process included total employee involvement and a quality-first, cost-benefit strategy structure. Themes in the implementation process included multiple departmental and organizational collaboration, task-based implementation, and data transparency. Localized cadence meetings were a theme in the control process. Improvements to the organization as a result of this study include a series of standards for organizational culture, a toolbox including CHAT-III as a tool for the identification of strategic opportunity and a methodology for strategy formation and implementation, and control to help ensure financial sustainability. Implications for positive social change include the increased probability of continued ready access to healthcare, improved population health, and lower mortality rates for the communities served.