The main aim of the study was to determine which measurement tool, existing or adapted, would be able to determine the levels of customer centricity within the sales channels of a specific organisation, operating in the South African financial industry. A literary study showed that in order to determine the levels of customer centricity, customer experience should be measured. Six questionnaires were administered, namely, EXQ, NPS, CES, Customer satisfaction, Word-of-Mouth and Behavioural loyalty intention. The data showed a statistical significance and a positive relationship between all the constructs within all the questionnaires except with that of CES. / MBA, North-West University, Potchefstroom Campus, 2014

Submitted by Bruna Rodrigues (bruna92rodrigues@yahoo.com.br) on 2016-10-06T11:57:20Z No. of bitstreams: 1 DissTCB.pdf: 621997 bytes, checksum: 8cab00b1c1a31c02e38fc9add399fd28 (MD5) / Approved for entry into archive by Marina Freitas (marinapf@ufscar.br) on 2016-10-20T16:21:06Z (GMT) No. of bitstreams: 1 DissTCB.pdf: 621997 bytes, checksum: 8cab00b1c1a31c02e38fc9add399fd28 (MD5) / Approved for entry into archive by Marina Freitas (marinapf@ufscar.br) on 2016-10-20T16:21:13Z (GMT) No. of bitstreams: 1 DissTCB.pdf: 621997 bytes, checksum: 8cab00b1c1a31c02e38fc9add399fd28 (MD5) / Made available in DSpace on 2016-10-20T16:21:20Z (GMT). No. of bitstreams: 1 DissTCB.pdf: 621997 bytes, checksum: 8cab00b1c1a31c02e38fc9add399fd28 (MD5) Previous issue date: 2016-04-15 / Fundação de Amparo à Pesquisa do Estado de São Paulo (FAPESP) / Endothelial dysfunction has been considered a marker for the presence of cardiovascular disease. It is characterized by decreased release of vasodilatory factors and increased of vasoconstrictors factors. Nitric oxide (NO) is the main endogenous vasodilator molecule that regulates the vascular tone and homeostasis. Decrease in the bioavailability of NO can be caused by a variaty of factors, including the increase in the production of superoxide radical O2 •-. The production of O2 •- can be stimulated by angiotensin II, by the enzyme complex of the NADPH oxidase activation. Thus, the objective of this work was to study the effects induced by ruthenium complex cis-[Ru(H-dcbpy-)2(Cl)(NO2 -)] (DCBPY) and sodium nitroprusside (SNP) in endothelial dysfunction model, as well as perform the pharmacological characterization of the dependent effects removal of O2 •- and release of nitric oxide (NO) induced by these drugs. Normotensive (2K) and hypertensive (2K-1C) wistar rats were used. Aortic rings with intact endothelium were placed in a myograph and incubated with DCBPY: 0.1; 1.0 ou 10 μM ou com SNP: 0.1; 1.0 ou 10 nM during 30 minutes. Curves concentration-effect of acetylcholine (ACh) were built where it was possible to analyze all concentrations DCBPY and NPS improved relaxation induced by ACh. NO was measured intracellular (for DAF-2DA probe) in HUVEC treated with 0.1 μM of DCBPY, 0.1 nM a SNP and 0.1 μM DETA-NO. It was not detected NO release of the compounds DCBPY [0.1 μM] and SNP [0.1 nM]. It also evaluated the release of NO compound DCBPY using an electrode selective for NO. The compound DCBPY spontaneously release NO in solution form concentrationdependent, starting from 10 μM concentration. DCBPY released more NO in the presence of cells. This could be due to the reduction of the compound by reducing cell. Intracellular detection of superoxide radical (O2 •-) was obtained by using the fluorescent probe (DHE). Our results show that treatment of cells with DCBPY [0.1 μM] and SNP [0.1 nM] decreased the fluorescence intensity cells stimulated with angiotensin II. Thus, it is suggested that DCBPY and SNP at a concentration which does not release NO, inside the cells, they are capable of attenuating endothelial dysfunction by inactivating superoxide. / A disfunção endotelial tem sido considerada um marcador para a presença de doenças cardiovasculares. É caracterizada pela diminuição da liberação de fatores vasodilatadores e/ou aumento da liberação de fatores vasoconstritores. O óxido nítrico (NO) é a principal molécula vasodilatadora endógena que regula o tônus e a homeostase vascular. A diminuição na biodisponibilidade do NO pode ser causada por diversos fatores, incluindo o aumento na produção do radical superóxido O2 •-. A produção do O2 •- pode ser estimulada pela angiotensina II, pela ativação do complexo enzimático NADPH oxidase. Desta forma, o objetivo deste trabalho foi estudar os efeitos induzidos pelo complexo de rutênio cis-[Ru(H-dcbpy-)2(Cl)(NO2 -)] (DCBPY) e Nitroprussiato de Sódio (NPS) em modelo de disunção endotelial, bem como realizar a caracterização farmacológica dos efeitos dependentes da remoção do O2 •- e liberação do óxido nítrico (NO) induzidos por estas drogas. Foram utilizados ratos Wistar machos normotensos (2R) e hipertensos (2R-1C). Anéis de aortas com endotélio intacto foram colocados em um miógrafo e incubados com DCBPY: 0,1; 1,0 ou 10 μM ou com NPS: 0,1; 1,0 ou 10 nM durante 30 minutos. Curvas concentração-efeito à acetilcolina (ACh) foram construidas onde foi possível analisar que todas as concentrações de DCBPY e NPS melhoraram o relaxamento induzido pela ACh. NO intracelular foi medido (por sonda DAF-2DA) em HUVEC tratadas com 0,1 μM de DCBPY, 0,1 nM de NPS ou 0,1 μM de DETA / NO. Não foi detectada liberação de NO dos compostos DCBPY [0,1 μM] e NPS [0,1 nM]. Também foi avaliada a liberação de NO do composto DCBPY utilizando eletrodo seletivo para NO. O composto DCBPY libera NO espontaneamente em solução de forma concentração dependente a partir da concentração 10 μM. Na presença das células, houve um aumento na liberação de NO na concentração 10 μM do composto DCBPY de 1,69 vezes em comparação com a detecção sem a presença de células. Isto pode ter ocorrido devido à redução do composto por redutores celulares. A detecção intracelular do radical superóxido (O2 •-) foi obtida através da utilização da sonda fluorescente DHE. Os nossos resultados mostram que o tratamento de células com DCBPY [0,1 μM] e de NPS [0,1 nM] diminuiu a intensidade de fluorescência a DHE em células estimuladas com angiotensina II. Assim, sugere-se que DCBPY e NPS, em uma concentração que não libera NO no interior das células, são capazes de atenuar a disfunção endotelial por inativar o radical superóxido.

The content of this diploma thesis is the analysis of Vodafone CZ, Inc. as the company, which is customer-oriented in close connection to the scientific field, system dynamics. Work contains definitions of basic theoretical concepts in the field of system dynamics, and the area of customer, especially his satisfaction and loyalty. In following description of the selected company, its basic characteristics and selection processes within the organization. Separate chapter describes methodology for measuring customer satisfaction, the Net Promoter Score. Either theoretical definition, either its practical use in society. One process is processed and selected within an proces analysis. Specifically, the inspection process, which is essential and necessary for the processing of customer interaction. The final part is the elaboration and validation of hypotheses, set out to verify the connection or relationship between the studied areas and subsequent benefit to selected society.

Content: One of the well-explored alternatives to the lime – sulfide approach for dehairing and fibre opening is the enzymatic approach. In the approach, using a drum method, about 2.5 – 5.0%, on the soaked weight of the skin/hide, of the protease and amylase are sequentially employed, with each operation run for about 6 h. An extensive washing between the two steps required as the activity of one enzyme may be compromised in the presence of the other, especially during a long running of the drum. Though a combination approach, through the use of a bifunctional enzyme has been reported in the past for single step dehairing and fibre opening, this process is likely to have limited applications as there are reports that the storage stability of combination enzymes comprising of protease, amylase and lipase is low, which is generally circumvented by employing higher concentration of amylase and lipase over protease. The individual enzyme activities are also compromised in the presence of detergents and chelators. A similar scenario has also been observed in other industries such as food, laundry etc. The applicability of nanoparticlebased approach to immobilization of enzymes (individual) has been reported in areas such as catalysis and our earlier work immobilization of enzymes on iron oxide nanoparticles has been well received. In this paper, the immobilization of multiple enzymes on copper oxide nanoparticle surfaces is reported. The immobilization, the stability of the enzyme immobilized nanoparticles and the activity of the enzymes present in the immobilized system has been confirmed using various analytical techniques. The extended storage stability of the protease – amylase – nanoparticle system has been studied. A comparative study between protease – amylase combination (in the absence/presence of nanoparticles) indicated that in the absence of nanoparticles, the amylase activity was reduced, possibly due to denaturation of the amylase by the protease. The mechanism by which copper oxide nanoparticles prevent the denaturation of amylase has been studied through computational methods. From the leather processing point of view, the use of protease – amylase – nanoparticle system for combined dehairing and fibre opening has been established and the intact nature of the collagen fibres confirmed through histopathological studies. A comparison between lime-sulfide, protease followed by amylase, protease-amylase-nanoparticle systems for dehairing – fibre opening has been made and the effectivity of the nanoparticle immobilization demonstrated. Take-Away: - A transition from chemical to bioprocessing - Better acceptability of enzymatic approaches as known lacunae are overcome - Sustainable beam house operations

The main point of the work is an identification with NPS32 expert system, the describtion of the ways of getting knowledges. By choosing a suitable district for the expert system aplication, the suggestion of the knowledge base for the district will have been the result of the work.

This thesis deals with the problem of analysis of customer satisfaction measurement in company Česká pojišťovna a.s.. Custom design of the system of customer satisfaction measurement and adjustment of those measures is based on analysis of the current state and theoretical knowledge and will ensure increase of customer satisfaction.

The theme of this thesis is Analyse of customer satisfaction and purposes of their improvement. The thesis is focused on the entire analysis of youngprimitive company and their customer satisfaction. Compare theoretical basis and real state and specifies. The thesis contains suggestions for improvements of products and services in regards of increase of customers satisfaction based on questionnaire.

In this study, a magnetic nanomaterial was used for the binding of anionic arsenic species from contaminated groundwater. Iron oxide (Fe3O4) magnetic nanoparticles (NPs) and the surface modified Fe3O4 NPs with 3-aminopropyl-triethoxysilane (3-APTES), Trisodium citrare (TSC) and Chitosan were synthesized with the co-precipitation method. Structural characterizations showed that the four kinds of NPs had different sizes an average particle range size of 15-20 nm was observed with Transmission Electron Microscopy. X-ray diffraction was used to identify the crystalline structure of synthesized Fe3O4 and surface modified NPs. Molecular structure and functional groups present in synthesized magnetic NPs Fe3O4 were identify with infrared analysis. The synthesized Fe3O4 NPs and surface coated NPs were used for determine the binding capacity of Arsenic ions from the synthetic groundwater. The binding of As(III) increased as the dissolved As(III) concentration increased in the solution. From the experiments it was found chitosan-coated NPs are best than other coated and uncoated NPs for arsenite removal from the solution. It was found that if only As(III) ions were present in the water without other anions and cations the binding capacity of the magnetic NPs is very high. The binding capacity of As ions was decreased with presence of other anions and cations in the groundwater because they interfere with arsenic binding sites which presence on the magnetic NPs.

This thesis focuses on the topic of emotions, which are connected with customer experience. Customer experience related to specific shop visited. Emotions are measured by marketing method emotional journey, through which the author shows which emotions are felt, with what frequency and intensity, what causes these emotions and what are difference between sociodemographic and other indicators in connection with these emotions. Theoretical and methodological part of the thesis is focused on the wider context connected with the induction of customers emotions and the influence of these emotion on the overall customer experience of used service. Results of the survey shows interconnection between emotions and index NPS (specifically categories of NPS index - neutrals, promoters, detractors) and results also how the importance of final farewell. Results also shows problems associated with using of method emotional journey, like the suitability of some emotions or understanding of meaning of some emotions by customers. Data were collected through mystery shopping method, which is commonly used for measuring of customer experience, and also data were collected through interviews with mystery shoppers.

No description available.