Även de mest utvecklade serviceföretag begår misstag, det är oundvikligt. Frågan är inte omfel görs utan snarare hur företaget kommer att hantera situationen när misstaget uppstår.Andra studier har påvisat att det för företag är mer kostnadseffektivt att behålla sina gamlakunder än att ständigt skaffa nya, därför är det viktigt att företag har bra strategier för servicerecovery. Tidigare undersökningar har även visat att kunder som blev nöjda med hanteringenav deras klagomål, blev mer lojala än de kunder som aldrig upplevt något problem.Föreliggande kandidatuppsats i företagsekonomi behandlar ämnet service recovery medinriktning på kundernas upplevelser. Syftet med uppsatsen är att skapa ökad kunskap inomområdet för service recovery med inriktning på serviceföretag. Studien grundas i en kvalitativstudie baserad på empiri, insamlad genom fjorton kundintervjuer, utförda med criticalincident-tekniken. Ämnen som togs upp i intervjuerna var till exempel varför samt hurkunderna valt att framföra sina missnöje, vad de fått för kompensation, och om synen påföretaget förändrats efter händelsen. Den insamlade empiriska data har sedan förstärkts avteoretisk forskningslitteratur.Utifrån resultatet har vi utformat en mall som visar hur företag övergripande kan arbeta medservice recovery. Mallen grundas i tre olika faser; före, under och efter ettservicemisslyckande. Underlaget tyder på att det är viktigt att personalen visar empati och attkunden erbjuds riklig kompensation. Studien påvisade även att det var lättare att framföraklagomål om personalen visat sig intresserad och behjälplig. / Even the most developed companies fail, it is inevitable. The question is not whether a servicefailure will occur, but rather how the company handles the situation when it arises. It has alsobeen proven to be more cost effective to retain previous customers rather than constantlyacquiring new ones. Therefore, it is vital that companies develop strategies for effectiveservice recovery. Previous studies have shown that a customer that has been satisfied with acompanys complaints management feel more loyalty towards the company than a customerwho never experienced any problems.The following bachelor thesis in business discusses the subject of service recovery, with afocus on customer experiences. The purpose of this study is to create more knowledge in thefield of service recovery with a focus on service companies. The research is based on aqualitative study based on empirical data collected from fourteen customer interviews madewith the critical incident technique. We focused on why and how these customers chose toexpress their dissatisfaction, how they got compensated, and also if their views of thecompanies changed after their critical incidents. The empirical data is then reinforced bytheoretical research literature.Based on our study, we have developed a template that illustrates how service focusedenterprises should handle their service recovery. The template consists of three phases of howto act before, during and after a service failure. The template establishes that it is important toshow empathy and provide ample compensations. Through the study, we have concluded thatit is easier to complain if the service personnel acts friendly, interested and helpful.The study is written in swedish.

Darbo tikslas. Įvertinti sąsajas tarp triukšmo Kauno mieste ir gyventojų subjektyvaus savo sveikatos vertinimo. Uždaviniai: 1. Įvertinti triukšmo lygį Kauno miesto gatvėse. 2. Įvertinti Kauno miesto gyventojų subjektyvius sveikatos nusiskundimus bei gyvenamąją aplinką. 3. Nustatyti sąsajas tarp gyventojų subjektuvių nusiskundimų ir triukšmo Kauno mieste. Tyrimo metodika. Įvertinant sąsajas tarp triukšmo Kauno miesto ir gyventojų subjektyvaus savo sveikatos vertinimo pasirinkome vienos iš Kauno miesto 11 seniūnijų, Dainavos seniūnijos gyventojus. Dainava - mažiausių Kauno seniūnijų pagal plotą, bet didžiausia pagal gyventojų skaičių. Atlikta anketinė apklausa, tyrime dalyvavo 402 respondentai. Imtis reprezentuoja Dainavos mikrorajono gyventojus. Dalis klausmų buvo skirta išsiaiškinti demografinius-socialinius duomenis (amžius, darbo pubūdis ir pan.), kita klausimų grupė skirta išsiaiškinti namų aplinkos vertinimą, miego kokybės ir nepasitenkinimo, neigiamų pojūčių, nusiskundimų ir sveikatos vertinimą. Triukšmo lygiui įvertinti buvo naudojami Kauno miesto savivaldybės Aplinkos apsaugos skyriaus Kauno miesto strateginio kartografavimo duomenys. Įvertinant ir nustatant sąsajas tarp gyventojų subjektuvių nusiskundimų ir triukšmo Kauno mieste buvo naudojami anketinės apklausos duomenys. Gautų duomenų statistinė analizė atlikta naudojant „SPSS 17.0 for Windows“ programą. Rezultatai. Vertinant Kauno miesto savivaldybės triukšmo strateginio kartografavimo rezultatus, pastebima, kad... [toliau žr. visą tekstą] / Aim of the study. Determine the conections between the subjective health complains of Kaunas citizens and noise in Kaunas city Objectives. 1. Evaluate the noise level in Kaunas streets. 2. Evaluate subjetive health complaints and living environment of Kaunas citizens. 3. Determinate the conections between noise in Kaunas city and the subjective health complains of Kaunas citizens. Methods. When evaluating the conections between noise in Kaunas city and the subjective health complains of Kaunas citizens, we have chosen one of Kaunas city elderates, citizens of Dainava elderate. Dainava is the smallest of Kaunas elderates in size, but biggest in population. The questionnaire survey was made, where 402 respondents have taken part. The sample represents the citizens of Dainava microdistrict. Rate of response – 98 proc.. Part of the questions were aimed for finding out socio-demographic data (age, job, etc.), the other part of questions were aimed for finding out the appreciation of the home environment, quality of sleep and dissatisfaction, negative sensations, complains and health evaluation. For the evaluation of the noise level, data from the Kaunas city municipality Enviromental protection department Kaunas city strategic catographic data was used. When evaluating the conections between noise in Kaunas city and the subjective health complains of Kaunas citizens, the data of questionnaire survey was used. Statistical analysis of obtained data was made in use of “SPSS 17.0 for... [to full text]

Made available in DSpace on 2014-06-11T19:29:01Z (GMT). No. of bitstreams: 0 Previous issue date: 2011-02-23Bitstream added on 2014-06-13T18:35:24Z : No. of bitstreams: 1 luciano_es_me_bauru.pdf: 769426 bytes, checksum: ab8e48b2e61526d706765a3263da5d66 (MD5) / Vários estudos publicados (IWATTA et al., 2000; MYERS e HOLLAND, 2009; ALMEIDA, 2009; CERQUEIRA, 2009; TAVARES, 2009) demonstram a importância e a possibilidade do ensino de repertórios de análise de contingências para professores, a saber, de repertórios definidos pela execução de interpretações funcionais de interações em sala de aula. Este estudo teve por objetivo o ensino de tais repertórios compreendendo a identificação de respostas que definem queixas escolares, das condições antecedentes e de eventos subsequentes a tais respostas. Participaram deste estudo duas licenciadas em Pedagogia que atuavam como estagiárias no Ensino Fundamental e contratadas por uma Diretoria Municipal de Educação. Foram utilizados protocolos preenchidos por professores da rede municipal. Primeiramente, tais protocolos de alunos dos anos iniciais são encaminhados para o Serviço de Psicologia da referida Diretoria de Educação. O preenchimento foi efetuado antes da realização desta pesquisa, por professoras efetivas da rede municipal dos anos iniciais do Ensino Fundamental. A coleta de dados foi realizada em uma única sessão, na escola em quie as graduandas cumpriam período do estágio. Foram selecionados nove protocolos de encaminhamento para os quais foram construídos modelos de interpretação funcional mediante identificação da resposta (queixa) e dos possíveis eventos antecedentes e subsequentes a tais respostas para cada protocolo. Também foram elaborados dois questionários que indagavam sobre dimensões dos protocolos já preenchidos. o procedimento foi composto por quatro fases. Na fase 1 ocorreu a caracterização inicial de repertórios verbais das participantes na descrição dos Protocolos 1 e 2. Na fase 2, as participantes foram expostas aos modelos de interpretação funcional para os dois protocolos da fase anterior. na Fase 3 foi utilizado um procemento... / Many published essays IWATTA et al., 2000; MYERS e HOLLAND, 2009; ALMEIDA, 2009; CERQUEIRA, 2009; TAVARES, 2009) show the importance and possibilities on teaching contingency analyses repertoires to teachers, which is definite by doing functional interaction interpretations on classroom. This essays aimed to teach those repertoires with proposal identification on school complains about early conditions and subsequent responsible events. Two Education trainnes attended to it, they worked on Elementary school of an educational discrict Directory. It was used formularies, which was fulfilled by the teachers, about their students. First, those formularies were sent to Psychology center and their fulfilling was done by elementary school oficial teachers, before this research was made. This information was taken in one section at school in which trainees work. Nine formularies were selected, which were made functional interpretations, by identifying complain responses and their possible early and late events. Two questionnaires about the questions reach were also made. The procedures were formed by fours sections. The first one, was the initial identifying of participants' vocabulary repertoires to describe formularies 1 and 2. On the second stage, it was given the previous formularies to the participations. on the third stage, it was made a fading out procedure, in order to set grade describing patterns to formularies 3,4, 5 and 6. On fourth stage, a functional emergency words evaluation was made, about possible functional relationship with formularies 7,8 and 9. on the first stage, it was realized that participant analyzed teachers' answers on formularies in ana unexpected way from functional interpretation. The results of fourth stage, in which participants hit 81,26 and 78% in same order, suggest some relevant possible, instructions on procedures adopted on 2 and 3 stages... (Complete abstract click electronic access below)

The Land Registry is one of the largest information systems with extraordinary requirements on the accuracy and reliability of the data in it. The seeking and repairing the incorrect data in Land Registry is the up-to-date charge aimed to improve the status of the land registry data and in this way strengthen the sureness and confidence of the owners related to the Land Registry. In my work is described the process how to solve erroneous data in the Land Registry. This effort has the aim to keep the Land Registry in conformity to all laws, documents and other data, which were put to the Land Registry to keep it up-to-date. The situation in terrain, in reality is obliged to be in perfect correspondence with the one registrated in Land Register, too.

Orientador: Jair Lopes Junior / Banca: Maria de Jesus Dutra Reis / Banca: Maria Regina Cavalcante / Resumo: Vários estudos publicados (IWATTA et al., 2000; MYERS e HOLLAND, 2009; ALMEIDA, 2009; CERQUEIRA, 2009; TAVARES, 2009) demonstram a importância e a possibilidade do ensino de repertórios de análise de contingências para professores, a saber, de repertórios definidos pela execução de interpretações funcionais de interações em sala de aula. Este estudo teve por objetivo o ensino de tais repertórios compreendendo a identificação de respostas que definem queixas escolares, das condições antecedentes e de eventos subsequentes a tais respostas. Participaram deste estudo duas licenciadas em Pedagogia que atuavam como estagiárias no Ensino Fundamental e contratadas por uma Diretoria Municipal de Educação. Foram utilizados protocolos preenchidos por professores da rede municipal. Primeiramente, tais protocolos de alunos dos anos iniciais são encaminhados para o Serviço de Psicologia da referida Diretoria de Educação. O preenchimento foi efetuado antes da realização desta pesquisa, por professoras efetivas da rede municipal dos anos iniciais do Ensino Fundamental. A coleta de dados foi realizada em uma única sessão, na escola em quie as graduandas cumpriam período do estágio. Foram selecionados nove protocolos de encaminhamento para os quais foram construídos modelos de interpretação funcional mediante identificação da resposta (queixa) e dos possíveis eventos antecedentes e subsequentes a tais respostas para cada protocolo. Também foram elaborados dois questionários que indagavam sobre dimensões dos protocolos já preenchidos. o procedimento foi composto por quatro fases. Na fase 1 ocorreu a caracterização inicial de repertórios verbais das participantes na descrição dos Protocolos 1 e 2. Na fase 2, as participantes foram expostas aos modelos de interpretação funcional para os dois protocolos da fase anterior. na Fase 3 foi utilizado um procemento... (Resumo completo, clicar acesso eletrônico abaixo) / Abstract: Many published essays IWATTA et al., 2000; MYERS e HOLLAND, 2009; ALMEIDA, 2009; CERQUEIRA, 2009; TAVARES, 2009) show the importance and possibilities on teaching contingency analyses repertoires to teachers, which is definite by doing functional interaction interpretations on classroom. This essays aimed to teach those repertoires with proposal identification on school complains about early conditions and subsequent responsible events. Two Education trainnes attended to it, they worked on Elementary school of an educational discrict Directory. It was used formularies, which was fulfilled by the teachers, about their students. First, those formularies were sent to Psychology center and their fulfilling was done by elementary school oficial teachers, before this research was made. This information was taken in one section at school in which trainees work. Nine formularies were selected, which were made functional interpretations, by identifying complain responses and their possible early and late events. Two questionnaires about the questions reach were also made. The procedures were formed by fours sections. The first one, was the initial identifying of participants' vocabulary repertoires to describe formularies 1 and 2. On the second stage, it was given the previous formularies to the participations. on the third stage, it was made a fading out procedure, in order to set grade describing patterns to formularies 3,4, 5 and 6. On fourth stage, a functional emergency words evaluation was made, about possible functional relationship with formularies 7,8 and 9. on the first stage, it was realized that participant analyzed teachers' answers on formularies in ana unexpected way from functional interpretation. The results of fourth stage, in which participants hit 81,26 and 78% in same order, suggest some relevant possible, instructions on procedures adopted on 2 and 3 stages... (Complete abstract click electronic access below) / Mestre

This thesis is about judging the value of a product from the perspective of a customer. The objective of this thesis was to determine if a firm judges the value of its product from the perspective of a customer and based on the acquired information propose potential changes. The theoretical part consists of demarcation of basic concepts and the methods used by a firm to determine the value of a product. The first part of the objective was examined in the practical part. That is to determine if a firm values its product from the view of a customer. The firm had shortcomings in judging the value of a product from the perspective of a customer. Therefore, as is mentioned in the second part of the objective, there are described methods in this thesis with examples as to how to improve the current situation.

[pt] Reclamações de consumidores podem ser feitas por diversos motivos, em sua maioria, a partir de episódios negativos de consumo. No entanto, há um grupo de indivíduos que realizam reclamações a empresas sem estarem necessariamente insatisfeitos. A essa conduta dá-se o nome de reclamação fraudulenta, que ocorre quando a finalidade do consumidor em realizar a reclamação visa algum lucro monetário ou social à custa da empresa. Apesar da relevância do tema, há poucos estudos a seu respeito na área de marketing, principalmente no Brasil. Ainda que existam autores que investiguem o assunto, é difícil afirmar o que motiva indivíduos a seguirem essa linha de comportamento. À frente desse quadro, o presente estudo visou analisar a relação entre as reclamações fraudulentas e a cultura brasileira, a partir das motivações que levam à adesão desse tipo de comportamento. Para isso, foi realizada uma pesquisa qualitativa, utilizando-se para a coleta de dados entrevistas em profundidade com 27 consumidores, guiadas pelo uso da técnica projetiva. A análise dos dados indica diferentes reações dos entrevistados a reclamações fraudulentas, divergindo entre a aceitação e a rejeição dos comportamentos oportunistas. Foi possível perceber que existe uma relação estreita entre cultura brasileira e reclamações fraudulentas, que giram em torno da ideia do jeitinho brasileiro, da malandragem, da esperteza, e da má fé, além da ligação entre religião e comportamentos considerados como errados. / [en] Consumer complaints can be made for many reasons, mostly from negative episodes of consumption. However, there is a group of individuals who make complaints to companies without necessarily being unsatisfied. This conduct is called a fraudulent claim, which occurs when the purpose of the consumer in making the claim is for some monetary or social profit at the expense of the company. Despite the relevance of the theme, there are few studies about it in the area of marketing, mainly in Brazil. Although there are authors who investigate the subject, it is difficult to affirm what motivates individuals to follow this line of behavior. Ahead of this framework, the present study aimed to analyze the relationship between fraudulent claims and Brazilian culture, based on the motivations that lead to support this type of behavior. For this, a qualitative research was carried out, using data interviews in depth with 27 consumers, guided using the projective technique. The analysis of the data indicates different reactions of respondents to fraudulent complaints, diverging between acceptance and rejection of opportunistic behavior. It was possible to perceive that there is a close relationship between Brazilian culture and fraudulent claims, which revolve around the idea of Brazilian way, trickery, cleverness, and bad faith, as well as the link between religion and behaviors considered as wrong.

South Africa has been synonymous with police brutality for many years. This stigma remains till this day. The South African Police Service and the Government has tried in vain to change the image of the South African Police Service. This research was conducted to analyse the prevention of police brutality in the Western Cape, focusing on Cape Town. This will include the effects police brutality has had on the community, and the resulting breakdown of relations between the police and the community. This study will compare statistics of police brutality related incidents from South Africa with that of the United States of America, the United Kingdom, Australia and Nigeria. This comparison will indicate if South Africans do suffer more brutality cases at the hands of the police or is brutality by police officers a worldwide phenomenon. The research questions that were asked during this study are if police brutality is a problem, why does police brutality occur, how does it affect the community and what can be done to prevent police brutality. This study used a mixed method of research methodology to attempt the answer the complex questions asked. This included survey questionnaires that were distributed to police officials, Community Police Forum members and the community around the Cape Town Central Business District. Semi structured interviews were held with members of the police’s departmental hearing section. Literature was also obtained regarding police brutality. Prevention of police brutality strategies from the United States of America, United Kingdom, Australia and Nigeria were obtained to compare these strategies and determine which have been successful and could be a benefit to the South African Police Service. The current strategies the South African Police Service have also put in place will be discussed which will include legislation, white paper on safety and security, the green paper on police practice and the National Development plan 2030. Combining all the information obtained, this research will provide findings regarding the phenomenon of police brutality and possible recommendations that could assist with the prevention of police brutality. This in turn will help build a better relationship between the South African Police Service and its Citizens that they swore to protect and serve. / Criminology and Security Science / M. A. (Criminal Justice)