A tese proposta tem por objeto de estudo a política intersetorial Educação-Saúde voltada para o atendimento a demandas escolares nos serviços de saúde pública. Tem por objetivos contribuir com subsídios para a ampliação do debate sobre o uso de recursos não medicalizantes no atendimento à demanda escolar no âmbito dos Serviços Públicos de Saúde; para a formulação de uma política pública intersetorial com corresponsabilidade social dos setores de educação e saúde em busca de qualidade e atendimento integral à saúde escolar e para a formulação de um proposta de otimização de recursos públicos de atendimento à queixa escolar, já existentes nos setores de saúde e de educação. Estabelecidos esses objetivos, foi desenvolvida uma experiência de intervenção com recursos intra e interinstitucionais do Sistema Único de Saúde, visando a explorar novas formas de atender ao grande número de encaminhamentos realizados por escolas. A proposta decorrente dessa experiência, denominada Projeto Terapêutico Singular Núcleo de Apoio à Saúde Educacional - NASE, encontra nicho no Programa Saúde na Escola. A pesquisa intervenção aqui descrita foi realizada durante o ano de 2014 em uma unidade de saúde da cidade de São Paulo, que estabeleceu parceria com uma escola municipal vizinha. Os dados primários foram obtidos por meio de fichas de alunos com queixa escolar encaminhados ao Serviço de Saúde, questionários aplicados a pais e/ou responsáveis, oficinas de vivência e assistência social e atendimentos clínicos. Foram constituídos dois grupos de crianças encaminhadas para atendimento médico pela coordenação da escola e por professores. Embora o número de crianças não tenha sido o mesmo nos dois grupos, foi possível observar uma similaridade relativa ao tipo de queixa escolar: entre crianças encaminhadas pela coordenação da escola (71 do Ciclo I), 36,6% apresentavam dificuldade de aprendizagem e, entre as encaminhadas por professoras (26, sendo 13 do Ciclo I e 13 do Ciclo II), 80,76% apresentavam dificuldades na escrita, leitura, e na compreensão e interpretação de textos. Apresentaram queixa de alterações de comportamento, 21,22% do grupo encaminhado pela coordenadora e 73,07% do encaminhado por professoras. Desse conjunto de crianças, três foram selecionadas para desenvolverem atividades do referido Projeto Terapêutico Singular. Junto a essas crianças foram coletados dados por meio de exame neurológico, de um questionário e de participação em oficinas de vivência e assistência social. Foram realizados três encontros em grupo. As oficinas, integradas por um neurologista, uma psicóloga e uma assistente social, propiciaram oportunidade de realização de atividades lúdicas de aprendizagem, favoreceram o conhecimento da vida afetiva e sócio histórica das crianças e suas famílias e possibilitaram uma visão crítica da demanda de atendimento à queixa escolar. Foi possível constatar a necessidade de redirecionamento dessa demanda, podendo ser o NASE uma ponte transitória e importante no diálogo intersetorial educação-saúde / The proposed thesis has as its object of study the Education-Health intersectoral policy directed to meet the educational complaints on public health services. It aims to contribute with subsidies to expand the debate over the use of non-medicalized resources in the care of school complaints within the Public Health Services; for the development of an inter-sectorial public policy with social responsibility of the education and health sectors in pursuit of quality and full care for school health and for the development of an optimization proposal for public funds to assist the school complaints, which already exist in the health and education sectors. Established this objectives, an intervention experience with intra and inter-institutional resources from the Public Health System was developed, in order to explore new ways of meeting the large number of referrals made by the schools. The proposal resulting from this experience, called Singular Therapeutic Project Support Center for Educational Health NASE, finds housing in the School Health Program. The intervention research described here was carried out during the year 2014 in a health facility in the city of São Paulo, which was partnered with a nearby municipal school. Primary data were obtained through records of students with school complaints referred to the Health Service, questionnaires given to parents and / or guardians, experience workshops and social care and clinical care. Two groups of children, referred for medical care by the school coordination and teachers, were formed. Although the number of children has not been the same in both groups, it was possible to observe a similarity related to the type of school complaints: among children referred by the school coordination (71 from Cycle I), 36% had learning disabilities and, among the ones referred by the teachers (26, 13 from Cycle I and 13 from Cycle II), 80,76% had difficulties in writing, reading, and comprehension and interpretation of texts. Behavioral changes were showed in 21, 22% of the group sent by the coordinator and 73,07% of the group referred by teachers. From this set of children, three were selected to develop activities from the aforementioned Singular Therapeutic Project. Among these children data were collected through neurological exams, a questionnaire and the participation in workshops of living and social care. Three group meetings were conducted. The workshops, staffed by a neurologist, a psychologist and a social worker, have enabled the opportunity to accomplish playful learning activities, favored the knowledge of the affective life and social history of the children and their families, and provided a critical view over the demand for assistance to school complaints. It was possible to observe the need to redirect this demands, may possibly be the NASE a transitory and important bridge in the education-health intersectoral dialogue

Liability of the seller for defects in international commercial transactions under the United Nations Convention on Contracts for the International Sale of Goods Abstract This thesis deals with the liability of the seller for defects in international commercial transactions, contained in the UN Convention on Contracts for International Sale of Goods. The document, which is binding for 89 states from different parts of the world, is the most important document in international trade law that contains unified regulation. The Convention determines substantive rules for contracts on international sale of goods defined as a contract on sale concluded between two parties, each of them having its place of business in a different state. If both of these states are parties to the Convention, it is directly applicable, i.e. it is used without reference of conflict of laws rules. Unification of regulation is important in the field of international trade, especially in the area of contracts on sale of goods, which is the most often used type of contract. The most problematic situation in business relationships is when a party fails to meet its contractual obligations. For that reason, in order to ensure the most favourable environment for international business and economic development, it is essential for traders to...

Railway is one of public transport mode on land transportation. Railways, as mass public transport modes, have unique characteristics. It has large capacity, high safety level, and free from traffic jam. Those characteristics make railway a primary public transportation. In  fact, even railway transportation has a lot of benefits for society life but they still faced by the problem. Service quality level of Railways transportation is still low compared with other transportation modes. At present railways operation is still colored with the delay, limited condition vehicle, and unclear train travel information that often disadvantage passengers, and many other services offered fail to attract passengers. These conditions result in decreasing the quality of services and insufficient railways operation. The objective of this research is to analyze the relationship between customer satisfaction towards provided service with the desire to do a complaint and to find the factor from service quality that has significant influences to customer satisfaction towards PT KAI services. From that data, and also comparison study between PT Kereta Api Indonesia and Statens Järnvägar (SJ) AB, Sweden, we can recommend the service standards design, service guarantee and complaint handling system that need to be adjusted with the interest of consumer. The data was collected via field survey in the station that located in Jakarta, Yogyakarta and Pekalongan. This research shows several findings. First, there are six factors of service quality attributes that have significant influences to customer satisfaction towards PT KAI services for commuter class (Information, Appearances, Service coverage, Tangible, Safety & security, and Cost), seven factors for business class (Travel time, Information, Scheduling, Comfort, Tangible, Safety & security, and Service coverage), and also seven factor for executive class (Appearances, Safety & security, Information, Comfort, Tangible, Travel time, and Cost). Second, while the commuter class passengers complain on the Safety & security attribute, for business class it is the information that influence the desire to complain. Meanwhile for executive class, passengers are mostly satisfied with the service given by PT KAI. Third, to decrease the number of complaints, some effective mechanisms to handle those complaints and learning from Statens Järnvägar (SJ) AB are necessary to take. Fourth, the service standards for PT KAI can be classified into 6 details of service, (safety and security attributes; comfort and appearances attributes; availability of information aspect attributes; tangible attributes; service coverage attributes; and the operations of train). For service guarantee design, this research focus on travel time guarantee. Learning from Statens Järnvägar (SJ) AB on Sweden service guarantee, PT KAI can adopt and use their system to increase customer satisfaction.

Klagomålshantering i bank- och finanssektorn

Deep penetration of personal computers, data communication networks, and the Internet has created a massive platform for data collection, dissemination, storage, and retrieval. Large amounts of textual data are now available at a very low cost. Valuable information, such as consumer preferences, new product developments, trends, and opportunities, can be found in this large collection of textual data. Growing worldwide competition, new technology development, and the Internet contribute to an increasingly turbulent business environment. Conducting surveillance on this growing collection of textual data could help a business avoid surprises, identify threats and opportunities, and gain competitive advantages.Current text mining approaches, nonetheless, provide limited support for conducting surveillance using textual data. In this dissertation, I develop novel text quantification approaches to identify useful information in textual data, effective anomaly detection approaches to monitor time series data aggregated based on the text quantification approaches, and empirical evaluation approaches that verify the effectiveness of text mining approaches using external numerical data sources.In Chapter 2, I present free-text chief complaint classification studies that aim to classify incoming emergency department free-text chief complaints into syndromic categories, a higher level of representation that facilitates syndromic surveillance. Chapter 3 presents a novel detection algorithm based on Markov switching with jumps models. This surveillance model aims at detecting different types of disease outbreaks based on the time series generated from the chief complaint classification system.In Chapters 4 and 5, I studied the surveillance issue under the context of business decision making. Chapter 4 presents a novel text-based risk recognition design framework that can be used to monitor the changing business environment. Chapter 5 presents an empirical evaluation study that looks at the interaction between news sentiment and numerical accounting earnings information. Chapter 6 concludes this dissertation by highlighting major research contributions and the relevance to MIS research.

No description available.

Submitted by Oliveira Santos Dilzaná (dilznana@yahoo.com.br) on 2016-04-11T17:49:23Z No. of bitstreams: 1 Dissertação de Isael Sena Queixa escolar e adolescência sentidos construídos em contexto de vulnerabilidade social.pdf: 1510435 bytes, checksum: 6958e661a054694c1fc5a1a5d6cfdd4f (MD5) / Approved for entry into archive by Ana Portela (anapoli@ufba.br) on 2016-04-28T19:16:04Z (GMT) No. of bitstreams: 1 Dissertação de Isael Sena Queixa escolar e adolescência sentidos construídos em contexto de vulnerabilidade social.pdf: 1510435 bytes, checksum: 6958e661a054694c1fc5a1a5d6cfdd4f (MD5) / Made available in DSpace on 2016-04-28T19:16:04Z (GMT). No. of bitstreams: 1 Dissertação de Isael Sena Queixa escolar e adolescência sentidos construídos em contexto de vulnerabilidade social.pdf: 1510435 bytes, checksum: 6958e661a054694c1fc5a1a5d6cfdd4f (MD5) / A queixa escolar envolvendo adolescentes em contexto de vulnerabilidade social deve ser analisada considerando-se as especificidades da referida etapa do desenvolvimento humano e as condições concretas de existência do estudante. Diante disso, esta pesquisa fundamenta-se numa vertente da Psicologia Social denominada práticas discursivas e produção de sentido, uma abordagem que considera o conhecimento como construção social e busca identificar os processos pelos quais as pessoas descrevem, explicam e/ou compreendem o mundo em que vivem, isto é, constroem repertórios interpretativos que são constituídos histórica e culturalmente. O objetivo principal dessa pesquisa consistiu em investigar os sentidos construídos a partir da queixa escolar envolvendo adolescentes em situação de vulnerabilidade social e as estratégias utilizadas para lidar com a problemática, tendo como ponto de partida as famílias atendidas no Centro de Referência de Assistência Social de Camaçari-BA. Para isso, descrevemos o processo de encaminhamento dos adolescentes ao CRAS, considerando a rede institucional e os trâmites regulatórios e operacionais de tais encaminhamentos, bem como delineamos os sentidos construídos pelos representantes de diferentes instituições; e, após identificar as estratégias utilizadas pelos profissionais que lidam com a queixa escolar, mapeamos a rede acionada. Partimos de dois casos de adolescentes encaminhados ao CRAS e entrevistamos alguns profissionais com o objetivo de captar concepções e estratégias utilizadas. O procedimento de coleta de dados compreende 15 entrevistas episódicas, transcritas na íntegra e submetidas a análise a partir da elaboração de mapas de associações de ideias e da árvore de associações. Com base nos diferentes repertórios interpretativos, constatamos que os estudantes que apresentam dificuldades no processo de escolarização e não correspondem ao ideal da escola são encaminhados para os serviços especializados na tentativa de desenvolverem a temperança e a obediência aos princípios escolares. Assim, a ampliação da rede de abordagem da “queixa escolar” não se deve à compreensão da problemática, e, portanto, das repercussões para o processo de ensino-aprendizagem. Antes, trata-se de mais um desvio da “queixa escolar” que, relacionada ao uso, abuso e tráfico de drogas, e à violência, qualifica o espaço educativo como instrumental do processo hercúleo de sobrevivência de adolescentes e de suas famílias. A presente investigação poderá possibilitar uma melhor compreensão da queixa escolar com adolescentes, em escola pública, em contexto de vulnerabilidade social. Ademais, esperamos contribuir para a elaboração de políticas públicas voltadas para a juventude, ajudando, dessa forma, a reduzir a desigualdade social a que está submetida uma parcela de adolescentes em decorrência da vulnerabilidade individual, social e programática. The school complaints involving teenagers in social vulnerability context must be analyzed considering the specificities of the stage of human development mentioned and the concrete conditions of students’ existence. Facing this, this research is grounded on a branch of Social Psychology called discursive practices and production of meaning, an approach that considers knowledge as a social construction and seeks to identify the processes by which people describe, explain and/or comprehend the world in which they live, that is, they build interpretative repertoires that are constituted historically and culturally. The main objective of this research consisted in investigating the meanings constructed from the school complaint involving adolescents in situations of social vulnerability and the strategies used to deal with the issue, taking as its starting point the families attended in the Social Assistance Reference Center (Centro de Referência de Assistência Social - CRAS) of Camaçari, Bahia. For this, we describe the process of forwarding adolescents to CRAS, considering the institutional framework and the regulatory and operational procedures of such forwardings, as well as outline the meanings constructed by the representatives of different institutions; and after, identifying the strategies used by the professionals who deal with the school complaint, we map the actuated network. We have started from two cases of adolescents forwarded to CRAS and have interviewed some professionals with the objective of capturing concepts and strategies used. The data collection procedure comprises 15 episodic interviews, fully transcribed and submitted to analysis from the elaboration of idea association maps and the tree of associations. Based on different interpretative repertoires, we deduced that students who presented difficulties in the schooling process and do not correspond to the school’s ideals are forwarded to specialized services in an attempt of developing temperance and obedience to school principles. Thus, the expansion of the approach network of the school complaint is not due to comprehending the problematic, and therefore the impact on the teaching-learning process. Rather, it is one more deviation from the “school complaint” that, related to the use, abuse and traffic of drugs, and to violence, qualifies the educational space as a tool for the herculean process of survival of teenagers and their families. The present investigation may enable a better understanding of school complaints with adolescents in public schools, in context of social vulnerability. Moreover, we hope to contribute for the elaboration of public policies for youth, helping thereby to reduce the social inequality to which is submitted a portion of teenagers due to the individual, social and programmatic vulnerability.

Submitted by Alison Vanceto (alison-vanceto@hotmail.com) on 2017-05-02T11:34:23Z No. of bitstreams: 1 DissMLA.pdf: 1498492 bytes, checksum: a86fb09f8bdcd3334a09629eea1dc03d (MD5) / Approved for entry into archive by Ronildo Prado (ronisp@ufscar.br) on 2017-05-03T11:45:44Z (GMT) No. of bitstreams: 1 DissMLA.pdf: 1498492 bytes, checksum: a86fb09f8bdcd3334a09629eea1dc03d (MD5) / Approved for entry into archive by Ronildo Prado (ronisp@ufscar.br) on 2017-05-04T13:18:50Z (GMT) No. of bitstreams: 1 DissMLA.pdf: 1498492 bytes, checksum: a86fb09f8bdcd3334a09629eea1dc03d (MD5) / Made available in DSpace on 2017-05-04T13:23:35Z (GMT). No. of bitstreams: 1 DissMLA.pdf: 1498492 bytes, checksum: a86fb09f8bdcd3334a09629eea1dc03d (MD5) Previous issue date: 2016-02-15 / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior (CAPES) / There is a wide divergence of results in the literature on the clinical relevance and the etiology of memory complaints (MC). Currently QM is being studied as pre-clinical symptom of Alzheimer's disease before a possible CCL setting. Our hypothesis is that MC may be associated with lower performance on cognitive tests or a low self-rated health. Objective. To investigate the relationship among MC in elderly patients with objective cognitive impairment and self-rated health. Method. This was a cross-sectional, correlational and quantitative study. The instruments used were the Memory Complaint Scale (MCS) - forms A and B, Addenbrooke’s Cognitive Examination – Revised (CEA-R), Mini-Mental State Examination (MMSE), Clock Drawing Test (CDT), Medical Outcomes Study 8-item Short-Form Heath Survey, Geriatric Depression Scale and a sociodemographic questionnaire. Results. Participated in this study 83 subjects, divided between the two forms of MCS evaluation scale. Sociodemographic groups were very similar, with no significant differences with MC. According to MCS-A, there was a significant association only with the CDT. MCS-B was associated with ACE-R and its domains memory, fluency and visual spatial orientation?. A ROC curve was drawn from the results of MCS-B in relation to the ACE-R and MMSE, demonstrating the high specificity of the instrument. Conclusion. In this study it was not found robust results with MC reported by the elderly and changes in cognitive screening tests. However, when the informant reported the complaint, the analysis with cognitive performance levels were more consolidated. This results highligh the need to include and empower perception of someone who knows enough the elderly to assess the MC globally. / Introdução. Existe uma grande divergência de resultados na literatura quanto à relevância clínica e à etiologia da queixa de memória (QM). Atualmente a QM vem sendo estudada como sintoma pré-clínico da doença de Alzheimer, antes de se instalar um possível quadro de CCL. A hipótese deste estudo é que a QM pode estar associada a um desempenho inferior nos testes cognitivos ou a uma baixa autopercepção de saúde. Objetivo. Investigar a relação da QM em idosos com alterações cognitivas objetivas e autopercepção da saúde. Método. Tratou-se de um estudo transversal, correlacional e de caráter quantitativo. Os instrumentos aplicados foram a Escala de Queixa de Memória – formas A e B, Exame Cognitivo de Addenbrooke – Revisado, Mini-Exame do Estado Mental, Teste do Desenho do Relógio, Medical Outcomes Study 8-item Short-Form Heath Survey, Escala de Depressão Geriátrica e um questionário sociodemográfico. Resultados. Participaram da pesquisa 83 sujeitos, divididos entre as formas de avaliação da EQM para as análises. Com relação às variáveis sociodemográficas os grupos foram muito semelhantes, não havendo diferenças significativas com a QM. De acordo com a EQM-A, houve associação significativa apenas com o TDR. A EQM-B apresentou associação com a ACE-R total e os domínios memória, fluência e visual espacial. Foi elaborada uma curva ROC a partir dos resultados da EQM-B em relação à ACE-R e ao MEEM, demonstrando alta especificidade do instrumento. Conclusão. Neste estudo não foram encontrados resultados tão robustos com a QM relatada pelo idoso e alterações nos testes de rastreio cognitivo. Contudo, quando o informante relatou a queixa, as análises com os níveis de desempenho cognitivo mostraram-se mais consolidadas, evidenciando a necessidade da inclusão e valorização da percepção de alguém que conheça suficientemente o idoso para avaliar a QM de forma global.

Abstract The Act on the Status and Rights of patients (1993) enabled a change in the patient’s status from being a passive object of medical treatment to being an active and equal subject with a right of self-determination. According to the Act a patient has a right to show his dissatisfaction with the received care and treatment with a complaint. The aim of the first part of the study was to clarify the workings of patient feedback and complaint systems as well as the position of the health care professionals with whom patients had been dissatisfied with. The data was collected with a questionnaire from people in superior positions within the medical and nursing professions (n = 110). The aim for the second and third parts of this study was to find out about patients’ dissatisfaction with the medical care, nursing or treatment they received from a health care professional. Data for the second part of the study was collected from readers’ letters in newspapers during 2012 (n = 127), while the data for the third part was gathered from patients’ complaints during 1993-2012 (n = 956). The data for parts were analyzed by means of inductive content analysis. The results from the questionnaire show that a complaint is a negative thing. Sorting out of the facts concerning the matter and answering the complaint are felt to be slow and complicated. Patient feedback is seen as a more natural alternative to a complaint from the viewpoints of the patient, the health care professional and the working community. Dissatisfaction expressed by a patient is also a defeat for a health care professional. There is a lot of dissatisfaction with care and treatment in the readers’ letters concerning health care. To a great extent, it deals with access to health care, with the abilities of health care professionals and with general treatment. The amount of complaints increased significantly between years 1993–2012. However, the amount was small when compared to the number of patients then in health care. The complaints were mostly made by patients themselves. The main sources for dissatisfaction with health care are gaining access to health care, the professional abilities of health care staff as well as guidance and getting advice. Dissatisfaction with treatment is expressed as experiences of having been dominated or subjected to mental violence. Dissatisfaction with the health care organization is rare in all parts of the study. The experienced care is more significant than the environment. The content of complaints has not been studied before. The knowledge gained by this study can be utilized when developing the statutes on the complaints and feedback systems. The study also gives new insight into developing patient encounters as well as nursing and well-being at work. / Tiivistelmä Potilaslaki (1993) mahdollisti, että potilaan asema muuttui passiivisesta hoidon kohteena olevasta objektista aktiiviseksi ja tasa-arvoiseksi toimijaksi. Potilaslain mukaan potilaalla on oikeus osoittaa tyytymättömyytensä saamansa hoitoon ja kohteluun muistutuksen avulla. Ensimmäisen osastutkimuksen tarkoituksena oli selvittää potilaspalaute- ja muistutusjärjestelmiä sekä potilaan tyytymättömyyden kohteeksi joutuneen terveydenhuollon ammattihenkilökunnan asemaa. Aineisto kerättiin kyselyllä hoitotyön ja lääketieteen esimiehiltä (n = 110). Toisen ja kolmannen osatutkimuksen tarkoituksena oli selvittää potilaan kokemaa tyytymättömyyttä terveydenhuollon ammattihenkilön harjoittamaan terveyden- ja sairaanhoitoon tai siihen liittyvään kohteluun. Toisen osatutkimuksen aineisto kerättiin yleisönosaston mielipidekirjoituksista vuoden 2012 ajalta (n = 127) ja kolmannen osatutkimuksen aineisto muistutuksista vuosilta 1993–2012 (n = 956). Osatutkimusten aineistot analysoitiin induktiivisella sisällönanalyysillä. Kyselyn tulosten mukaan muistutus on luonteeltaan kielteinen. Siihen liittyvien asioiden selvittely ja vastauksen laadinta koetaan hitaaksi ja monimutkaiseksi. Potilaspalautetta pidetään potilaan, työntekijän ja työyhteisön kannalta muistutusta luontevampana vaihtoehtona. Potilaan ilmaisema tyytymättömyys on tappio myös terveydenhuollon ammattihenkilölle. Terveydenhuoltoa koskevissa mielipidekirjoituksissa esiintyy paljon tyytymättömyyttä hoitoon ja kohteluun. Se kohdistuu suurelta osin hoitoon pääsyyn liittyviin asioihin sekä henkilökunnan osaamiseen ja kohteluun. Muistutusten määrä kasvoi vuosina 1993–2012 merkittävästi. Silti niiden määrä on vähäinen verrattuna hoidossa olleiden potilaiden määrään. Muistutukset olivat enimmäkseen potilaiden itsensä tekemiä. Hoitoon liittyvää tyytymättömyyttä aiheuttavat erityisesti hoitoon pääsyyn, henkilökunnan osaamiseen sekä ohjaukseen ja neuvontaan liittyvät asiat. Kohteluun liittyvä tyytymättömyys ilmenee kokemuksena alistamisesta ja henkisestä väkivallasta. Organisaatioon liittyvä tyytymättömyys on kaikissa osatutkimuksissa vähäistä. Koettu huolenpito on ympäristöä merkityksellisempi. Muistutusten sisältöä ei ole aikaisemmin tutkittu. Tutkimusta voidaan hyödyntää muistutuksiin liittyvien säädöksien ja palautejärjestelmien kehittämisessä. Tutkimus antaa uutta tietoa myös potilaan kohtaamiseen sekä hoitotyön ja työhyvinvoinnin kehittämiseen.

Coordenação de Aperfeiçoamento de Pessoal de Nível Superior / With a differentiated approach to physical stores, online stores attract more consumers and, unlike the low sales growth in traditional commerce, they come increasing your earnings. According to the Brazilian Chamber of Electronic Commerce (2013), in 2013, online sales in Brazil exceeded R$28 billion and grew by 25%. In the United States, it is estimated that online sales should grow between 8% to 10% per year (Wu, 2013). With sales growth, increase the numbers of complaints and problems that consumers face in online shopping, and to improve a service it is necessary to listen to customer complaints (HOLLOWAY, WANG E PARISH, 2005). According Breazeale (2009), research shows that acquiring a new customer is five to eight times more expensive than keeping an existing one, this provides motivation to understand the complaint intentions in online shopping. Thus, came the need to study what are the antecedents of customer satisfaction in online shopping and its relationship with the intention of complaining. This study aimed to examine the relationship of antecedents constructs: Distributive Justice, Procedural Justice, Interactional Justice, Confirmation of Expectations, Perceived Usefulness and Trust in the Satisfaction. As well, we analyzed the impact of Satisfaction on Intention to Complain mediated by Prior Shopping Experience and Perceived Responsiveness. Was developed a descriptive, causal and quantitative approach through an online survey adapted Wu's study (2013) and applied to university professors from all over Brazil. After the model is validated satisfactorily, it was confirmed that the interactional justice, the Expectation Confirmation, the Perceived Usefulness and Trust impact on satisfaction. It was also observed that the Confirmation of Expectations impacts the Perceived Usefulness. The moderating effect of Perceived Responsiveness was partially confirmed. Despite the limitations, it is considered that the study brought academic contributions, as a validation of the model operated by Wu in Taiwan in 2013 for the Brazilian context that might serve as a basis for further research, and managerial contributions as a greater understanding of consumer behavior in online shopping, because the results can be used in practice within the business environment. / Com uma abordagem diferenciada das lojas físicas, as lojas online atraem cada vez mais consumidores e, ao contrário do baixo crescimento das vendas no comercio tradicional, elas vem aumentando os seus ganhos. Segundo a Câmara Brasileira de Comércio Eletrônico (2013), em 2013, as vendas online no Brasil ultrapassaram os R$ 28 bilhões e tiveram um crescimento de 25%. Nos Estados Unidos, estima-se que as vendas online devam crescer entre 8% a 10% ao ano (WU, 2013). Com o crescimento das vendas, aumentam os números de reclamações e problemas que os consumidores enfrentam em compras online, e para melhorar um serviço é preciso ouvir as reclamações dos clientes (HOLLOWAY, WANG E PARISH, 2005). Segundo Breazeale (2009), pesquisas mostram que a aquisição de um novo cliente é cerca de cinco a oito vezes mais onerosa do que manter um já existente. Isso proporciona motivação para compreender as intenções de reclamação em compras online. Assim, surgiu a necessidade de estudar quais são os antecedentes da satisfação do consumidor em compras online e a sua relação com a intenção de reclamar. Este estudo teve como objetivo examinar o relacionamento dos construtos antecedentes Justiça Distributiva, Justiça Processual, Justiça Interacional, Confirmação das Expectativas, Utilidade Percebida e Confiança na Satisfação, bem como, o impacto da Satisfação na Intenção de Reclamar mediado pelos construtos de Experiência Anterior de Compra e Capacidade de Resposta Percebida. Desenvolveu-se uma pesquisa descritiva, causal e com abordagem quantitativa, por meio de uma survey online adaptada do estudo de Wu (2013) e aplicada com professores universitários de todo o Brasil. Após o modelo ser validado satisfatoriamente, confirmou-se que, a Justiça Interacional, a Confirmação das Expectativas, a Utilidade Percebida e a Confiança impactam na Satisfação. Observou-se também, que a Confirmação das Expectativas tem impacto na Utilidade Percebida. O efeito moderador da Capacidade de Resposta Percebida foi parcialmente confirmado. Apesar das limitações, considera-se que o estudo trouxe contribuições acadêmicas, como a validação do modelo operacionalizado em Taiwan por Wu em 2013 para o contexto brasileiro que pode servir de base para novas pesquisas, e contribuições gerenciais como a maior compreensão do comportamento do consumidor em compras online, pois os resultados podem ser utilizadas na prática, dentro do ambiente empresarial.