A presente dissertação objetiva contribuir para a compreensão do instituto da reclamação de não violação, previsto no art. XXIII:1(b) do Acordo General de Tarifas e Comércio (GATT) e art. 26:1 do Entendimento sobre Solução de Controvérsias (ESC) da Organização Mundial do Comércio (OMC). Parte-se da premissa de que a reclamação de não violação deve ser abordada à luz da sua contraparte, a reclamação de violação (art. XXIII:1(a) do GATT). O estudo é levado a cabo recorrendo-se a conceitos desenvolvidos em direito internacional geral. A reclamação de violação conduz a responsabilidade por atos internacionalmente ilícitos, enquanto a reclamação de não violação conduz a responsabilidade por atos não proibidos pelo direito internacional (do comércio). O contraste entre as duas reclamações manifesta-se, ademais, no que tange ao regramento respectivo, especialmente no que diz com os remédios jurídicos disponíveis. A investigação é completada pela análise da jurisprudência do GATT/OMC que cuidou da reclamação de não violação, essencial face à amplitude da terminologia do art. XXIII:1(b). Assim, examina-se a interpretação conferida ao art. XXIII:1, caput - benefício, princípio da expectativa legítima (implícito), anulação ou prejuízo e nexo de causalidade -; art. XXIII:1(b) - medida -; por fim, art. XXIII:2, que versa sobre remédios jurídicos. / The present dissertation seeks to contribute to the understanding of the non-violation complaint, regulated in GATT art. XXIII:1(b) and WTO's DSU art. 26:1. It departs from the premise that the non-violation complaint must be approached in light of its counterpart, the violation complaint (GATT art. XXIII:1(a)). The study is carried on with resort to concepts developed in general international law. The violation complaint leads to responsibility for internationally wrongful acts, whilst the non-violation complaint leads to liability for acts not prohibited by international (trade) law. The contrast between the two complaints is manifested, in addition, with regard to their respective disciplines, particularly the remedies available. The investigation is completed by the analysis of the GATT/WTO case-law which dealt with the non-violation complaint, essential in view of the breadth of the terminology contained in art. XXIII:1(b). In this sense, it is examined the interpretation of art. XXIII:1, caput - benefit, the principle of legitimate expectations (implicit), nullification or impairment, nexus of causality -; art. XXIII:1(b) - measure -; lastly, art. XXIII:2, which concerns itself of remedies.

A presente dissertação objetiva contribuir para a compreensão do instituto da reclamação de não violação, previsto no art. XXIII:1(b) do Acordo General de Tarifas e Comércio (GATT) e art. 26:1 do Entendimento sobre Solução de Controvérsias (ESC) da Organização Mundial do Comércio (OMC). Parte-se da premissa de que a reclamação de não violação deve ser abordada à luz da sua contraparte, a reclamação de violação (art. XXIII:1(a) do GATT). O estudo é levado a cabo recorrendo-se a conceitos desenvolvidos em direito internacional geral. A reclamação de violação conduz a responsabilidade por atos internacionalmente ilícitos, enquanto a reclamação de não violação conduz a responsabilidade por atos não proibidos pelo direito internacional (do comércio). O contraste entre as duas reclamações manifesta-se, ademais, no que tange ao regramento respectivo, especialmente no que diz com os remédios jurídicos disponíveis. A investigação é completada pela análise da jurisprudência do GATT/OMC que cuidou da reclamação de não violação, essencial face à amplitude da terminologia do art. XXIII:1(b). Assim, examina-se a interpretação conferida ao art. XXIII:1, caput - benefício, princípio da expectativa legítima (implícito), anulação ou prejuízo e nexo de causalidade -; art. XXIII:1(b) - medida -; por fim, art. XXIII:2, que versa sobre remédios jurídicos. / The present dissertation seeks to contribute to the understanding of the non-violation complaint, regulated in GATT art. XXIII:1(b) and WTO's DSU art. 26:1. It departs from the premise that the non-violation complaint must be approached in light of its counterpart, the violation complaint (GATT art. XXIII:1(a)). The study is carried on with resort to concepts developed in general international law. The violation complaint leads to responsibility for internationally wrongful acts, whilst the non-violation complaint leads to liability for acts not prohibited by international (trade) law. The contrast between the two complaints is manifested, in addition, with regard to their respective disciplines, particularly the remedies available. The investigation is completed by the analysis of the GATT/WTO case-law which dealt with the non-violation complaint, essential in view of the breadth of the terminology contained in art. XXIII:1(b). In this sense, it is examined the interpretation of art. XXIII:1, caput - benefit, the principle of legitimate expectations (implicit), nullification or impairment, nexus of causality -; art. XXIII:1(b) - measure -; lastly, art. XXIII:2, which concerns itself of remedies.

Complaints, due to broken products, are today mostly handled in two ways in the fast fashion industry. These two ways are replacement of goods or a refund. This paper investigates whether repair of the product would be an acceptable option for the consumer. This is investigated by analyzing consumer attitudes to garment repair instead of traditional complaint alternatives. Repair of the product includes repair in store, the consumers repairing the garment themselves for a compensation or the company offering a sewing kit to the consumer to repair the garment themself. Solomon, Bamossy, Askegaard and Hoggs (2013) ABC-model is applied to analyze consumer attitudes. The purpose is to investigate female consumers attitudes towards complaint alternatives in physical stores, as well as their attitudes to less occured options in the fast fashion industry. The empirical data consists of focus groups. In order to achieve the purpose of this paper, the empirical data has been analyzed with previous research and the theoretical model. The theory and the previous research addresses areas such as complaint, sustainability, behavior and attitudes. The study's conclusion is that shop repair is an option if the repair is done without waiting and a warranty of the garment is given. That the consumers themself should repair the garment for a compensation is only an option if the consumer has the knowledge and competence to repair. However, there is skepticism to this option because consumers perceive it as the company's responsibility to remedy. The alternative offering a sewing kit is not an acceptable option for the consumers. It will be a process to apply new complaint alternatives because the customer needs time to accept these alternatives. The consumer's responsibility lies in the choice making. In order for consumers to make alternative choices in complaint situations companies should offer the alternatives as well as encourage and inspire consumers to make the right choice for the environment. / I dagsläget hanteras reklamationer främst på två sätt i fast fashion-branschen, byte av vara eller återbetalning. Uppsatsen undersöker därför om lagning av produkten skulle vara ett acceptabelt alternativ för fast fashion-konsumenten. Detta undersöks genom att analysera konsumenters attityd till lagning av plagg istället för de traditionella reklamationsalternativen. Lagning av plagg innefattar lagning i butik, konsumenten får laga plagget själva mot ersättning eller erbjudande om sömnadskit för att laga varan själva. För att analysera konsumenters attityder tillämpas Solomon et als. (2013) ABC-modell. Uppsatsens syfte är att undersöka kvinnliga konsumenters attityder till reklamationer i fysisk butik, samt deras attityder till mindre förekommande reklamtionsalternativ inom fast fashion-branschen. Empirin består av resultatet från fokusgrupper. För att uppnå uppsatsens syfte har empirin analyserats med tidigare forskning och teori. Teorin och den tidigare forskningen behandlar områden som reklamation, hållbarhet, beteende och attityder. Studiens slutsatser är att lagning i butik är ett alternativ om reparationen sker utan väntetid och en garanti på plagget utlovas. Att konsumenten själv ska laga plagget mot en ersättning är endast ett alternativ om konsumenten innehar kunskap och kompetens att laga felet. Det finns dock en skepticism mot detta alternativ då konsumenterna uppfattar det som företagets ansvar att åtgärda felet. Alternativet erbjudande av sömnadskit är inget acceptabelt alternativ för konsumeterna. Det kommer att vara en process att tillämpa andra alternativ vid reklamation då konsumenten behöver tid att acceptera de mer hållbara alternativen. För att konsumenterna ska kunna göra alternativa val vid reklamation bör företagen erbjuda detta samt uppmana och inspirera konsumenterna att göra de hållbarhetsmässigt rätta valen.

The retail industry is faced with increased customer service demands and a competitive market environment. For retailers to survive in a competitive marketplace, a customer orientation is vital in order to establish and maintain long-term relationships with customers. As the clothing retail industry is characterised as an industry with high human involvement, employee-related service failures are inevitable. Service failures cause the disconfirmation of service expectations which lead to customer dissatisfaction, a motivator of customer complaint behaviour. Given that the resolution of a customer complaint is critical in order to restore customer satisfaction, retailers are providing customers with a variety of innovative complaint channels, such as online complaining. Although online complaint channels have become commonplace, little research has been undertaken regarding the effect of a complaint channel on customers‟ complaint behaviour and customers‟ expectations in the clothing retail industry. South African clothing retailers could therefore benefit from an understanding of customers‟ online complaint intention and ensuing service recovery expectations. Scholars profess that complaint intention correlates positively with service recovery expectations as customers decide to post a complaint when they generally have high recovery expectations. Furthermore, complaint intention and service recovery expectations are increased by a positive attitude towards complaining. Consequently, attitude towards complaining plays a significant role in forecasting complaint behaviour of dissatisfied customers. Moreover, service failure severity has been used to measure how customers assess the intensity of service failures and is said to also influence customers‟ complaint intention and their subsequent service recovery expectation. The primary objective of this study was to uncover customers‟ online complaint intention and subsequent service recovery expectations after experiencing an employee-related service failure in the clothing retail industry. The empirical study was based on a descriptive research design in which a structured, self-administered questionnaire was fielded amongst respondents within the Johannesburg metropolitan area of South Africa. A non-probability, convenience sampling method was used and a total of 400 respondents participated in this study. The results indicate that although the majority of respondents use the Internet daily and exhibit a high propensity to complain, they prefer to complain in-store. After respondents had been presented with a fictional employee-related service failure scenario, they did not indicate a high intention to complain online. Very few differences were uncovered between different groups of respondents pertaining to their attitude towards complaining, online complaint intention, service failure severity perception and strength of service recovery expectation. Finally – with respect to an empirically tested theoretical model – respondents‟ attitude towards complaining in general and their perceptions of the severity of the service failure experienced, significantly and positively influence their strength of service recovery expectations, while no significant positive influences were uncovered for paths linking the aforementioned constructs with online complaint intention. As a result, online complaint intention was omitted from the measurement model seeing that respondents who participated in this study did not indicate a high tendency to complain online. It is recommended that clothing retailers recognise the importance of in-store complaint management programmes and ensure that in-store complaint channels are easily accessible, efficient and pleasant to use. Clothing retailers should actively educate customers regarding alternative mechanisms and channels available for complaining. In order to increase customers‟ online complaint intention, clothing retailers should provide a visible complaint portal on their website and communicate the benefits of online complaining during in-store advertising. Clothing retailers should furthermore provide the appropriate strength of service recovery for particular levels of service failure severity when managing customer complaints. Consequently, it is recommended that clothing retailers provide their employees with sufficient training that will educate them regarding their interaction with customers and the best practice thereof, the difference between minor and major service failures, and the selection of an appropriate service recovery strategy during different service failure severity encounters. It is recommended that this study is extended to other service settings in order to uncover online complaint intention and strength of service recovery expectations of customers in other industries. Finally, seeing that respondents‟ strength of service recovery expectations vary according to the severity of the service failure, scenarios representing different levels of service failure severity can be used as basis to measure the key constructs measured in this study. / MCom (Marketing management), North-West University, Potchefstroom Campus, 2014

The retail industry is faced with increased customer service demands and a competitive market environment. For retailers to survive in a competitive marketplace, a customer orientation is vital in order to establish and maintain long-term relationships with customers. As the clothing retail industry is characterised as an industry with high human involvement, employee-related service failures are inevitable. Service failures cause the disconfirmation of service expectations which lead to customer dissatisfaction, a motivator of customer complaint behaviour. Given that the resolution of a customer complaint is critical in order to restore customer satisfaction, retailers are providing customers with a variety of innovative complaint channels, such as online complaining. Although online complaint channels have become commonplace, little research has been undertaken regarding the effect of a complaint channel on customers‟ complaint behaviour and customers‟ expectations in the clothing retail industry. South African clothing retailers could therefore benefit from an understanding of customers‟ online complaint intention and ensuing service recovery expectations. Scholars profess that complaint intention correlates positively with service recovery expectations as customers decide to post a complaint when they generally have high recovery expectations. Furthermore, complaint intention and service recovery expectations are increased by a positive attitude towards complaining. Consequently, attitude towards complaining plays a significant role in forecasting complaint behaviour of dissatisfied customers. Moreover, service failure severity has been used to measure how customers assess the intensity of service failures and is said to also influence customers‟ complaint intention and their subsequent service recovery expectation. The primary objective of this study was to uncover customers‟ online complaint intention and subsequent service recovery expectations after experiencing an employee-related service failure in the clothing retail industry. The empirical study was based on a descriptive research design in which a structured, self-administered questionnaire was fielded amongst respondents within the Johannesburg metropolitan area of South Africa. A non-probability, convenience sampling method was used and a total of 400 respondents participated in this study. The results indicate that although the majority of respondents use the Internet daily and exhibit a high propensity to complain, they prefer to complain in-store. After respondents had been presented with a fictional employee-related service failure scenario, they did not indicate a high intention to complain online. Very few differences were uncovered between different groups of respondents pertaining to their attitude towards complaining, online complaint intention, service failure severity perception and strength of service recovery expectation. Finally – with respect to an empirically tested theoretical model – respondents‟ attitude towards complaining in general and their perceptions of the severity of the service failure experienced, significantly and positively influence their strength of service recovery expectations, while no significant positive influences were uncovered for paths linking the aforementioned constructs with online complaint intention. As a result, online complaint intention was omitted from the measurement model seeing that respondents who participated in this study did not indicate a high tendency to complain online. It is recommended that clothing retailers recognise the importance of in-store complaint management programmes and ensure that in-store complaint channels are easily accessible, efficient and pleasant to use. Clothing retailers should actively educate customers regarding alternative mechanisms and channels available for complaining. In order to increase customers‟ online complaint intention, clothing retailers should provide a visible complaint portal on their website and communicate the benefits of online complaining during in-store advertising. Clothing retailers should furthermore provide the appropriate strength of service recovery for particular levels of service failure severity when managing customer complaints. Consequently, it is recommended that clothing retailers provide their employees with sufficient training that will educate them regarding their interaction with customers and the best practice thereof, the difference between minor and major service failures, and the selection of an appropriate service recovery strategy during different service failure severity encounters. It is recommended that this study is extended to other service settings in order to uncover online complaint intention and strength of service recovery expectations of customers in other industries. Finally, seeing that respondents‟ strength of service recovery expectations vary according to the severity of the service failure, scenarios representing different levels of service failure severity can be used as basis to measure the key constructs measured in this study. / MCom (Marketing management), North-West University, Potchefstroom Campus, 2014

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

Introdução: O assédio moral é um problema mundial, que afeta a qualidade de vida dos trabalhadores, alterando a saúde, e atingindo o ambiente no âmbito laboral e social, deteriorando o processo de trabalho e a produtividade. Objetivos: Identificar as características das denúncias sobre assédio moral encaminhadas ao Conselho Regional de Enfermagem do Estado de São Paulo, o perfil dos profissionais de enfermagem envolvidos, e os encaminhamentos das denúncias no período de 2011 a 2016. Método: Pesquisa de abordagem quantitativa, retrospectiva, exploratória e descritiva, a partir da análise documental nas denúncias sobre assédio moral. Os dados foram analisados, organizados e apresentados através de estatística descritiva, e na análise de variáveis foram observados os valores mínimos e máximos, o cálculo de desvio padrão, médias e medianas, e nas variáveis qualitativas foi calculada a frequência relativa e absoluta. Resultados: A idade média, sexo, e tempo de registro profissional dos denunciantes e denunciados foi de 42,34±10,69(42) e 42,08 ± 9,63 (43.50), 68,35%(feminino) e 75,27%(feminino), 13,5 ± 8,0 [13,5] e 18 ± 15,7 [18,5] respectivamente. As categorias profissionais predominantes nos denunciantes e denunciados foram Auxiliares de Enfermagem 46,83% e Enfermeiros 94,64% respectivamente. Dos Enfermeiros denunciados, 44,08% possuem ou possuíram inscrição como Técnicos e Auxiliares de Enfermagem. Dos profissionais de enfermagem denunciantes, 10,25% alegaram problemas de saúde, decorrentes do assédio moral. Em relação a qualidade das denúncias, 55% foram manuscritas e 48,72% vieram desprovidas de qualquer documento de comprovação. Conclusão: O estudo identificou características sócio demográficas de denunciantes e denunciados, e das denúncias por assédio moral, e seus encaminhamentos na Autarquia, tendo relevância nos âmbitos laboral, social e político da enfermagem, visando a proteção dos profissionais, e a diminuição da ocorrência do assédio moral. / Introduction: Bullying is a worldwide problem, which affects the quality of life of workers, changing health, and reaching the workplace and social environment, deteriorating the work process and productivity. Objective: Identify the characteristics of the reports about workplace harassment sent to Conselho Regional de Enfermagem de São Paulo, the profile of the nursing professionals involved, and the referrals of the denunciations in the Autarchy, from 2011 to 2016. Method: Quantitative, retrospective, exploratory and descriptive research, based on the documentary analysis of the allegations of workplace harassment. Data were analyzed, organized and presented through descriptive statistics, and in the analysis of variables the minimum and maximum values, the calculation of standard deviation, averages and medians, and the qualitative variables were calculated the relative and absolute frequency. Results: The mean age, sex, and professional registration time of whistleblowers and complainants was 42.34 ± 10.69 (42) and 42.08 ± 9.63 (43.50), 68.35% (female) and 75.27 % (female), 13.5 ± 8.0 [13.5] and 18 ± 15.7 [18.5] respectively. The predominant professional categories in the complainants and denounced were Nursing Assistants 46.83% and Nurses 94.64%, respectively. Of the denounced Nurses, 44.08% have or have registered as Technicians and Nursing Assistants. Of the denouncing nursing professionals, 10.25% claimed health problems due to bullying. Regarding the quality of the complaints, 55% were handwritten and 48.72% were deprived of any document of proof. Final Considerations: The study identified socio-demographic characteristics of whistleblowers and denounces, and denunciations of workplace harassment, and its referrals in the Autarchy, having relevance in the labor, social and political fields of nursing, aiming at the protection of professionals, and reducing the occurrence of bullying.

Made available in DSpace on 2016-04-28T19:33:58Z (GMT). No. of bitstreams: 1 Debora Ferreira da Rocha.pdf: 446239 bytes, checksum: f6ad97a0770768eef9aa3d7e71a46f36 (MD5) Previous issue date: 2015-08-11 / This dissertation is based in the research line of Text and speech in oral and written forms and its theme is the descriptive textual sequences in complaint letters. The general objective of this study is to contribute to a better understanding of descriptive textual sequences present in the genre complaint letters texts. The specific objectives are to identify and analyze the descriptive sequences in complaint letters and interpret their occurrence in this textual genre.In order to develop our study, we have chosen as the theoretical linguistics Textual, to deal with textual typology (TRAVAGLIA, 1991, 2002, 2004a, 2004b, 2007a, 2007b, 2007c, 2009 and 2014), descriptive genre (Marquesi, 2004) textual sequences (ADAM, 2008) and descriptive textual sequences (ADAM, 2008; Marquesi, 2011) and the theory of genres (Bakhtin, 2006 [1979]; Marcuschi (2008), to deal with the genre letter of complaint (GREGÓRIO and Cecilio 2006; MIRANDA, 2004; SILVA and LEAL, 2003; Wilson, 2001; MELO, 1999. The methodology was a review of the literature about text types and descriptive text, textual sequences and descriptive textual sequences, besides the theory that treats textual genre, with special focus on the complaint letter; establishment of categories of analysis, due to the recurrent strategies observed in the selected corpus, newspaper letters selection from the newspaper Diário de S. Paulo and analysis of the corpus according to the categories proposed in the theoretical foundation chapter. The corpus has about 22 complaint letters selected from April to July 2014, in the section A Vez e a Voz do Leitor , from the newspaper Diário de S. Paulo. The results show that the descriptive textual sequences not only indicate as well, along with other textual sequences, contribute in building the argue that the text producer has in mind / Esta dissertação está inserida na linha de pesquisa Texto e discurso nas modalidades oral e escrita e tem como tema as sequências textuais descritivas em cartas de reclamação. O objetivo geral deste trabalho é contribuir para uma melhor compreensão das sequências textuais descritivas presentes em textos do gênero cartas de reclamação. Os objetivos específicos são: identificar e analisar as sequências descritivas em cartas de reclamação e interpretar suas ocorrências nesse gênero textual. De modo a desenvolvermos nosso estudo, elegemos como aporte teórico a Linguística Textual, para tratarmos de tipologia textual (TRAVAGLIA, 1991, 2002, 2004a, 2004b, 2007a, 2007b, 2007c, 2009 e 2014), tipo descritivo (MARQUESI, 2004), sequências textuais (ADAM, 2008) e sequências textuais descritivas (ADAM, 2008; MARQUESI, 2011) e a teoria de gêneros (BAKHTIN, 2006 [1979]; MARCUSCHI (2008), para tratarmos do gênero textual carta de reclamação (GREGÓRIO e CECÍLIO, 2006; MIRANDA, 2004; SILVA e LEAL, 2003; WILSON, 2001; MELO, 1999. No que se refere à metodologia, procedemos à revisão da literatura sobre tipologias textuais e tipo descritivo, sequências textuais e sequências textuais descritivas, além da teoria que trata de gênero textual, com enfoque especial sobre carta de reclamação; estabelecimento das categorias de análise, em virtude das estratégias mais recorrentes observadas no corpus selecionado; seleção de cartas do jornal Diário de S. Paulo e análise do corpus de acordo com as categorias propostas no capítulo de fundamentação teórica. O corpus é composto por 22 cartas de reclamação selecionadas entre abril a julho de 2014, na seção A Vez e a Voz do Leitor , do jornal Diário de S. Paulo. Os resultados mostram que as sequências textuais descritivas não só indiciam como também, juntamente com as demais sequências textuais, contribuem na construção da argumentação visada pelo produtor do texto

Submitted by Filipe dos Santos (fsantos@pucsp.br) on 2019-03-19T12:32:08Z No. of bitstreams: 1 Vinícius Caldas da Gama e Abreu.pdf: 1106656 bytes, checksum: 4d41a092616fb54d8b5e40b6c614bc6c (MD5) / Made available in DSpace on 2019-03-19T12:32:08Z (GMT). No. of bitstreams: 1 Vinícius Caldas da Gama e Abreu.pdf: 1106656 bytes, checksum: 4d41a092616fb54d8b5e40b6c614bc6c (MD5) Previous issue date: 2019-02-21 / The primary concern of this study is to present a theoretical analysis of the constitutional complaint and to demonstrate how its use in Brazilian Courts is being carried out, especially after the advent of the Civil Procedure Code in 2015. Since its historical creation by Supreme Court jurisprudence, grounded on the doctrine of implied powers, the constitutional complaint underwent considerable evolution, and received constitutional status by the original constituent power of 1988 and legislative enlargement by the Civil Procedure Code in 2015, which consolidated it as an instrument of frequent use for the defense of the Court’s decision-making authority and of its competence. On that subject, this research will explore the legal nature of the complaint, proving it is a constitutional action, and will deal with each case of use of the constitutional complaint brought by the Constitution of 1988 and by article 988 of the Civil Procedure Code, relevant procedural issues, such as the structure and content of the initial petition, the legitimacy to act, the possibility of third party interventions, the possibility of granting interim injunctions, the structure and effects of the decision-making act and ways of reviewing the decision, in addition to issues that are subject of great controversy, such as the use of the constitutional complaint within State’s Small Claim Courts jurisdiction / O presente estudo tem por objetivos principais a apresentação de uma análise teórica sobre a reclamação constitucional e a demonstração de como está sendo realizada sua aplicação prática nos Tribunais brasileiros, principalmente depois do advento do Código de Processo Civil de 2015. Desde sua criação histórica pela jurisprudência do Supremo Tribunal Federal, fundamentada na teoria dos poderes implícitos, a reclamação constitucional experimentou considerável evolução, ganhando previsão constitucional expressa pelo constituinte originário de 1988 e ampliação legislativa pelo legislador do Código de Processo Civil e 2015, o que lhe consolidou como instrumento de uso frequente para a defesa da autoridade de decisão de Tribunal e de sua competência. Nessa seara, serão objeto desse estudo as discussões acerca da natureza jurídica da reclamação, com a demonstração de que se trata de ação constitucional, cada uma das hipóteses de cabimento trazidas pela Constituição da República de 1988 e pelo art. 988 do Código de Processo Civil, as questões processuais relevantes, tais como a estrutura e conteúdo da petição inicial, a legitimidade das partes, a possibilidade de intervenção de terceiros e de concessão de tutela provisória, a estrutura e efeitos do ato decisório e os meio impugnativos dessa decisão, além de questões objeto de grande controvérsia, tais como a utilização da reclamação no âmbito dos Juizados Especiais Estaduais

Made available in DSpace on 2016-04-28T20:38:56Z (GMT). No. of bitstreams: 1 Nancy Benedita Berruezo Bergami.pdf: 4101776 bytes, checksum: dfc42a12431ae7b49632c0a838c8a780 (MD5) Previous issue date: 2014-09-24 / By taking the new-paradigm of systems thinking as theoretical basis for understanding the construction of school complaint, we are using a way of perceiving the phenomena of human health that is compatible with the thought which guides the practices in health promotion. Thus, we intend to verify through the achievement of a Program for Health Promotion in School, developed with teachers and with parents and guardians, if there would have a change in the perceptions and expectations of the action for the approach of the school complaints. This study was qualified as a qualitative survey done with teachers, pedagogues, school director and with parents and guardians of pupils of a public school located in the interior of Parana state. The information analyzed stem from responses to the situational questionnaires applied before and after the completion of this program. The Program was built and themes relevant to the reality of the participants and also selected by them. In analyzing the responses, we found that, after participating in the Program, the following changes have occurred: teachers, pedagogues and the school director expanded their perception about the school problem; no longer blame the family coming to recognize the need for research before judging the situation; they identified the problem not only on the individual citizen but also the interactions that this one establishes; they eased the justification of their position overcome the problem; they emphasized the importance of implementing policies directed at peers, integrated and governmental actions, in addition to emphasizing the need to maintain a relationship of good quality with the student; they get themselves involved with the school problem, besides to the student and the family, moreover the family that was the responsible for the problem became the participant of the solution. Parents and guardians included the school among the possible causes of the problem; they were no more viewed as isolated from school nor impugned for lack of ability to maintain the limits for their kids; they perceived themselves able to envision an integrated action between family and school in the confrontation of the problems of children; they began to realize that they have resources to tackle the problem; they added affective measures of teachers to the students in the solution of the problem; they replaced the family responsibility by the recognizing the responsibility of the school about the matter / Ao tomarmos o pensamento sistêmico novo-paradigmático como referência teórica para o entendimento da construção da queixa escolar, estamos utilizando uma forma de compreender os fenômenos da saúde humana que é compatível com o pensamento que orienta as práticas em promoção de saúde. Assim, pretendemos verificar a partir da realização de um Programa de Promoção de Saúde na Escola, desenvolvido com professores e com pais e responsáveis, se haveria mudança nas percepções e expectativas de ação para abordagem das queixas escolares. Este estudo caracterizouse como uma pesquisa qualitativa realizada com professores, pedagogas, diretora e com pais e responsáveis de alunos de uma escola pública localizada no interior do Paraná. As informações analisadas advêm das respostas aos questionários situacionais aplicados antes e depois da realização do referido programa. O Programa foi construído e temas pertinentes à realidade dos participantes, inclusive por eles selecionados. Na análise das respostas, constatamos que, após a participação no Programa, ocorreram as seguintes mudanças: os professores, pedagogas e diretora ampliaram sua percepção sobre o problema escolar; deixaram de culpabilizar a família passando a reconhecer a necessidade de investigação antes de julgar a situação; identificaram o problema não somente no indivíduo, mas também nas interações que este estabelece; flexibilizaram a justificativa do seu posicionamento frente ao problema; enfatizaram a importância de implementar ações dirigidas aos pares, ações integradas e governamentais, além de ressaltar a necessidade de manter uma relação de boa qualidade com o aluno; perceberam-se implicados com o problema escolar, além do aluno e da família, aliás a família passou de responsável pelo problema para participante da solução. Os pais e responsáveis incluíram a escola entre as possíveis causas do problema; não se viram mais isolados da escola e nem recriminados por falta de habilidade em manter os limites para com os filhos; perceberam-se capazes de vislumbrar uma ação integrada entre a família e a escola no enfrentamento dos problemas dos filhos; passaram a perceber que têm recursos para enfrentar o problema; acrescentaram medidas afetivas dos professores para com os alunos na solução do problema; substituíram a responsabilidade da família pelo reconhecimento da responsabilidade da escola sobre o problema