M.Com. / Please refer to full text to view abstract

A avaliação do cuidado prestado por uma equipe de saúde da família a uma população adscrita constitui-se o foco desta investigação. O objetivo foi avaliar a qualidade da assistência prestada no serviço selecionado, enfocando a satisfação dos usuários, a partir das Tecnologias Leves; bem como, analisar aspectos da assistência, produtores de satisfação e de insatisfação dos usuários do serviço de saúde, no que diz respeito ao vínculo, responsabilização, resolubilidade, expectativas, relacionamentos, conforto e acesso, como também, identificar recomendações para intervenções no serviço de saúde em estudo, a partir da produção de satisfação e insatisfação da população adstrita. Tomamos por pressuposto que os serviços de saúde precisam dispor de recursos tecnológicos para resolver problemas de ordem biológica, no entanto estes serão insuficientes para a qualidade, se também não houver a preocupação de estabelecer uma forma de relação diferenciada do trabalhador de saúde para com o usuário. Os sujeitos da pesquisa foram usuários e não-usuários do serviço, sendo o material empírico coletado pela técnica da entrevista semi-estruturada. Na análise quantitativa, recorremos ao software Epi info, levando-se em conta as variáveis relacionadas à caracterização geral dos sujeitos da área da pesquisa para realizar a análise. Para os dados qualitativos, procedemos à ordenação dos dados pelo método do Discurso do Sujeito Coletivo ? DSC, sendo no processo identificados quatro grandes temas: ?As Expectativas?, ?A Realidade que Temos?, ?Produção de Tecnologias Leves?, ?As Sugestões?. Destacamos com relevância a importância atribuída pelos usuários às Tecnologias Leves, e ainda, a necessidade de se investir em diminuir o tempo de espera para exames, consultas e encaminhamentos. O acesso a medicamento e à atenção odontológica no próprio Núcleo da Saúde da Família, também foi destacado como necessário por esses usuários. Porém, ainda fica evidente que é preciso investir muito em diversas estratégias que possibilitem a reflexão acerca da compreensão do processo saúde/doença e outras formas de concebê-lo. / The evaluation of the care given for one has equipped of health of the family of users?s population consists the focus of this inquiry. The objective was to evaluate the quality of the assistance given in the selected service, being focused the satisfaction of the users, from the soft technologies, as well as , analyzing aspects of the assistance, producers of satisfaction and dissatisfaction of the users of the health service , in what it says respect to the bond, responsibility, resolution, expectations, relationships, comfort and access, as well as, to identify recommendations for interventions in the service of health in study, from the production of satisfaction and dissatisfaction of the attached population. We take for estimated that the health services need to make use of technological resources to decide problems of biological order, however these will be insufficient for the quality, if also it will not have the concern to establish a form of relation differentiated of the health worker stops with the user. The citizens of the research had been using and not-users of the service, being the empirical material collected by the technique of the half-structuralized interview. In the quantitative analysis, we appeal to software Epi info, being taken itself in account the related variable to the general characterization of the citizens of the research to carry through the analysis. For the qualitative data we proceed to the ordinance from the data for the method from the Speech from the Collective Citizen, being in the process identified four great subjects: ?The Expectations?, ?The Reality that We have?, ?Production of soft Technologies?, ?The Suggestions?. We detach with relevance the importance attributed for the users to the soft technologies, and still, the necessity of if investing in diminishing the open assembly time for examinations, consultations. The access the medicine and to the dentist appointment in the proper Nucleus of the Health of the Family, also was detached as required by these users. However, still it is evident that she is necessary to invest very in diverse strategies that make possible the reflection concerning the understanding of the process health/illness and other forms to conceive it.

Essa pesquisa tem como tema o comportamento socialmente indesejável do consumidor. Tal comportamento pode impactar significativamente no resultado das organizações, uma vez que esse tipo de consumidor pode trazer prejuízos tanto financeiros, quanto à marca ou até mesmo a outros consumidores. A finalidade da pesquisa é desenvolver uma escala que seja capaz de discernir, indiretamente, o consumidor que possui tendências de agir de forma socialmente inadequada daquele que não possui tal tendência. Para tanto lançou-se mão de uma metodologia híbrida de desenvolvimento de escalas, a proposta por Churchill (1979) e a metodologia C-OAR-SE. A coleta de dados foi feita através do MTurk®, que coleta respondentes de várias regiões do mundo pela Internet. As técnicas estatísticas utilizadas na pesquisa foram as análises de agrupamento e discriminante. Os resultados mostraram evidências de que é possível discriminar os consumidores através de uma função discriminante. Contudo, ao contrário do que se esperava teoricamente, os indivíduos com maior índice de insatisfação não foram aqueles que apresentaram maior tendência de agirem de forma socialmente inadequada. As demais hipóteses (influência dos aspectos de personalidade e de terceiros) foram aceitas pela pesquisa. Ao final chegou-se a uma sugestão de escala para separar os dois tipos de consumidores - podendo essa ser utilizada para novas pesquisas acadêmicas, ou para acompanhamento em programas de relacionamento com o consumidor dentro das organizações. Uma das principais limitações desse estudo é a impossibilidade de generalização dos achados, dada a metodologia utilizada. / This research has the theme the Dysfunctional Consumer Behavior. This behavior can negatively influence in organizations proffits, since this kind of consumer can imply financial prejudices, or negatively impact in brand equity, or cause harm to others consumers. This research aims develop a scale to discern, indirectly, the consumer that tend to act in a dysfunctional manner than the other ones. For this propose, the methodology used to reach this objective was an hybrid one, mixing Churchill\'s (1979) with C-OAR-SE methodologies. The data was collected through MTurk®, how collect respondents in different places in world through the Internet. The statistical methods used to the scale development were cluster and discriminant analysis. The results showed evidences that is possible differ consumer through a discriminant function. Nevertheless, on the contrary of what was theoretically expected, the individuals most dissatisfied weren\'t the ones that presented dysfunctional consumer behavior. The other hypothesis (interpersonal influence and personality aspects) has been accepted. At the end, the research produced a scale that can be used to differ the consumers - and this scale can be used for both academicals and managerial propose. One of the limitations of this research is the generalization impossibility, because the methodology didn\'t select the individuals in a statistical random way.

by Ngau Chuk Leung Eric. / "Reports a survey carried out for BT (British Telecom) Hong Kong Limited"--Abstract. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1998. / Includes bibliographical references (leaves 55-56). / ABSTRACT --- p.4 / TABLE OF CONTENTS --- p.5 / INTRODUCTION --- p.6 / Background --- p.6 / Problems --- p.8 / Objectives --- p.10 / LITERATURE REVIEW --- p.11 / Brunswick's Lens Model --- p.11 / Perceptual Maps --- p.12 / Perceptual Map By Factor Analysis --- p.15 / Determining the Number of Factor Dimensions --- p.17 / Producing the Perceptual Map --- p.17 / METHODOLOGY --- p.19 / Research Design --- p.19 / Samples & Sampling Procedure --- p.20 / Data Collection Procedure --- p.23 / Operationalization --- p.24 / Data Analysis --- p.26 / RESULTS AND DISCUSSION --- p.28 / Mean Analysis --- p.28 / Factor Analysis --- p.29 / Perceptual Map --- p.32 / CONCLUSIONS & RECOMMENDATION --- p.35 / Discussion --- p.35 / Managerial Implications --- p.39 / Limitations and Future research direction --- p.41 / APPENDIX --- p.43 / Survey Questionnaire --- p.43 / BIBLIOGRAPHY --- p.55

No description available.

Chan, Ka Yan Elisa. / Thesis (M.Phil.)--Chinese University of Hong Kong, 2009. / Includes bibliographical references (leaves 99-106). / Abstracts in English and Chinese. / ABSTRACT (ENGLISH) --- p.ii / ABSTRACT (CHINESE) --- p.iv / ACKNOWLEDGEMENTS --- p.vi / TABLE OF CONTENTS --- p.viii / LIST OF TABLES --- p.xi / LIST OF FIGURES --- p.xii / LIST OF APPENDICE --- p.xii / Chapter CHAPTER ONE --- INTRODUCTION --- p.1 / Chapter 1.1 --- Background --- p.1 / Chapter 1.2 --- Overview of Research Objectives --- p.2 / Chapter 1.3 --- Outline of the Current Study --- p.2 / Chapter CHAPTER TWO --- LITERATURE REVIEW --- p.4 / Chapter 2.1 --- Defining “Experience´ح in Consumption --- p.4 / Chapter 2.2 --- Experience-rich Consumption --- p.7 / Chapter 2.3 --- Consumer Value --- p.8 / Chapter 2.4 --- Models and Scales of Consumer Value --- p.11 / Chapter 2.4.1 --- Typology of Consumer Value by Holbrook (1999) --- p.11 / Chapter 2.4.2 --- The Theory of Consumption Value --- p.12 / Chapter 2.4.3 --- Consumer Perceived Value --- p.16 / Chapter 2.4.4 --- Experiential Value Scale (EVS) --- p.17 / Chapter 2.5 --- Summary of Literature Review --- p.19 / Chapter CHAPTER THREE --- OBJECTIVES OF THE CURRENT STUDY --- p.22 / Chapter 3.1 --- First Objective of this Research --- p.22 / Chapter 3.2 --- Second Objective of this Research --- p.22 / Chapter 3.3 --- Third Objective of this Research --- p.23 / Chapter CHAPTER FOUR --- CONCEPTUALIZATION OF EXPERIENTIAL VALUE --- p.25 / Chapter 4.1 --- Exploring the Components of Experience --- p.25 / Chapter 4.1.1 --- Psychology Literature: Everyday Life Experience --- p.25 / Chapter 4.1.2 --- Stimulus-Organism-Response Framework --- p.26 / Chapter 4.2 --- Dimensionality of Experiential Value --- p.27 / Chapter 4.2.1 --- Emotional Value --- p.28 / Chapter 4.2.2 --- Intellectual Value --- p.30 / Chapter 4.3 --- Dimensional Relation Between Emotional and Intellectual Value --- p.33 / Chapter CHAPTER FIVE --- DEVELOPING THE EXPERIENTIAL VALUE SCALE --- p.35 / Chapter 5.1 --- Study 1: Item Generation and Selection --- p.35 / Chapter 5.1.1 --- Literature Review --- p.35 / Chapter 5.1.2 --- Focus Group --- p.37 / Chapter 5.2 --- Study 2: Item Reduction and Dimensionality of the Scale --- p.38 / Chapter 5.2.1 --- Scale Purification with Exploratory Factor Analysis --- p.39 / Chapter 5.2.2 --- Initial Confirmatory Factor Analysis --- p.42 / Chapter 5.2.3 --- Scale Reliability and Validity --- p.42 / Chapter 5.3 --- Study 3: Convergent and Discriminant Validity Analysis --- p.43 / Chapter 5.3.1 --- Method --- p.43 / Chapter 5.3.2 --- Results --- p.44 / Chapter CHAPTER SIX --- CONCEPTUAL MODEL TESTING --- p.50 / Chapter 6.1 --- Study 4: The Antecedents and Consequents of Experiential Value --- p.51 / Chapter 6.1.1 --- Subjective Well-Being --- p.52 / Chapter 6.1.2 --- Method --- p.53 / Chapter 6.1.2.1 --- Dependent Measures --- p.54 / Chapter 6.1.3 --- Results and Discussion --- p.54 / Chapter 6.1.3.1 --- Discriminant Validity of Constructs --- p.54 / Chapter 6.1.3.2 --- Overall Model Results --- p.55 / Chapter 6.1.3.3 --- Equivalence Across Religious Group --- p.56 / Chapter 6.2 --- Study 5: Using Experiential Value to Predict Consumer Behavior and the Moderating Effect of Experience Context --- p.57 / Chapter 6.2.1 --- "Experiential Values, Consumer Trust, and Loyalty" --- p.57 / Chapter 6.2.2 --- The Moderating Effect of Shopping Context --- p.59 / Chapter 6.2.3 --- Method --- p.61 / Chapter 6.2.3.1 --- Dependent Measures --- p.61 / Chapter 6.2.4 --- Results and Discussion --- p.62 / Chapter 6.2.4.1 --- Discriminant Validity of Constructs --- p.62 / Chapter 6.2.4.2 --- Overall Model Results --- p.63 / Chapter 6.2.4.3 --- Moderation Model Results --- p.63 / Chapter CHAPTER SEVEN --- GENERAL DISCUSSION AND MANAGERIAL IMPLICATION --- p.65 / Chapter 7.1 --- Theoretical Contribution --- p.66 / Chapter 7.2 --- Managerial Implication --- p.68 / Chapter 7.3 --- Limitations and Future Research --- p.71 / REFERENCES --- p.99

"July 2003" / Bibliography: p. 161-170. / 170, [28] p. : ill. ; 30 cm. / Title page, contents and abstract only. The complete thesis in print form is available from the University Library. / Builds a model of performance based on customer defined market orientation and which includes customer service (customer process) and customer retention (business performance). Examines the nature of market orientation and its impact on customer satisfaction and customer retention in the service sector. / Thesis (Ph.D.)--University of Adelaide, School of Commerce, 2003

Thesis (Ph. D.)--Georgia State University, 2007. / Naveen Donthu, committee chair; Detmar Straub, Corliss Thornton, Sevo Eroglu, committee members. Electronic text (149 p. : ill.) : digital, PDF file. Title from file title page. Description based on contents viewed Dec. 10, 2007. Includes bibliographical references (p. 142-149).

Thesis (M. Phil.)--University of Hong Kong, 2007. / Title proper from title frame. Also available in printed format.

Thesis (Ph. D.)--University of Hong Kong, 2006. / Title proper from title frame. Also available in printed format.