Submitted by Aquinoel Neves Borges Neto (anborgesneto@yahoo.com.br) on 2018-10-04T21:34:50Z No. of bitstreams: 1 TA_AQUINOEL_MPGC.pdf: 1080495 bytes, checksum: 19b1b0ac13439ceb214e21c812818b86 (MD5) / Approved for entry into archive by Tamara Oliveira (tamara.oliveira@fgv.br) on 2018-10-05T15:11:47Z (GMT) No. of bitstreams: 1 TA_AQUINOEL_MPGC.pdf: 1080495 bytes, checksum: 19b1b0ac13439ceb214e21c812818b86 (MD5) / Approved for entry into archive by Suzane Guimarães (suzane.guimaraes@fgv.br) on 2018-10-05T17:12:54Z (GMT) No. of bitstreams: 1 TA_AQUINOEL_MPGC.pdf: 1080495 bytes, checksum: 19b1b0ac13439ceb214e21c812818b86 (MD5) / Made available in DSpace on 2018-10-05T17:12:54Z (GMT). No. of bitstreams: 1 TA_AQUINOEL_MPGC.pdf: 1080495 bytes, checksum: 19b1b0ac13439ceb214e21c812818b86 (MD5) Previous issue date: 2018-08-29 / Empresas tem se dedicado a compreender as etapas vivenciadas pelos seus consumidores ao longo do processo de aquisição e uso de um determinado produto ou serviço. A difusão dessa abordagem introduziu conceitos como jornada do cliente e experiência do consumidor, bem como novas metodologias, como a do Net Promoter Score (NPS). O Net Promoter Score (NPS) foi adotado por empresas de diferentes seguimentos, sendo um exemplo delas o banco Itaú Unibanco. No Brasil, o segmento bancário foi um dos pioneiros na implementação dessa metodologia nas suas pesquisas de mercado, tanto na visão relacional como na visão transacional. O desafio, portanto, continua sendo agregar esse indicador aos demais indicadores de qualidade (tais como satisfação e recomendação), e relaciona-lo com indicadores do negócio (receita, lucro, retenção). Esse trabalho tem por objetivo avaliar o impacto, em termos de NPS, das interações dos clientes com as centrais de atendimento, do banco Itaú Unibanco, do segmento pessoa física do produto cartão de crédito, no resultado da retenção. Para esse fim, foram adotados procedimentos estatísticos de teste ANOVA, teste de diferença de médias, correlações de Pearson, bem como modelos de árvore de decisão e regressão logística para avaliar, primeiramente, a percepção de distintas interações de atendimento ao cliente em termos de NPS, e o impacto do NPS das interações de atendimento anteriores no resultado da retenção de clientes. Os resultados corroboraram a ideia de diferentes percepções entre interações, em termos de NPS, e destacaram a importância das avaliações NPS anteriores das interações de Atendimento e Retenção no resultado da retenção de clientes. Adicionalmente, variáveis controle do atendimento (como tempo entre contatos, volume e resolutividade) e dos clientes (como idade, renda e tempo de relacionamento) foram incluídas nos modelos e, em algumas abordagens, foram relevantes para os resultados auferidos. Estudos futuros sobre o tema poderiam aprofundar a análise para outros bancos, bem como extrapolar o universo de interações de atendimento para a jornadas críticas do cliente bancário, avaliando o impacto das percepções ao longo da jornada de consumo nos resultados financeiros. / Companies have been dedicated to understanding the stages experienced by their consumers throughout the process of acquiring and using a product or service. The diffusion of this approach introduced concepts such as customer journey and consumer experience, as well as new methodologies such as the Net Promoter Score (NPS). Companies from different segments, such as Itaú Unibanco, adopted the Net Promoter Score (NPS). In Brazil, the banking segment was one of the pioneers in implementing this methodology in its market research, both in relational and transactional approaches. The challenge, therefore, remains to aggregate this indicator to other quality indicators (such as satisfaction and recommendation), and relates it to business indicators (revenue, profit, retention). The objective of this paper is to evaluate the impact, in terms NPS, of customer interactions with the Itaú Unibanco contact centers, of retail segment, of credit card holders, on retention results. For this purpose, statistical procedures were used such as ANOVA test, Mean Difference test, Pearson correlations, as well as decision tree analysis and logistic regression models to first, evaluate the perception of different customer service interactions in terms of NPS, and access the impact of previous customer service interactions NPS on retention results. The results corroborated the idea of different perceptions between interactions in terms of NPS and emphasized the importance of previous NPS evaluations of the Interactions of Problem Resolution and Retention in the result of customer retention. In addition, control variables (such as time, volume and resolution) and client variables (such as age, income and relationship time) were included in the models and, in some approaches, were relevant to the results obtained. Future studies on the subject could deepen the analysis for other banks, as well as extrapolate the universe of customer service interactions to critical customer bank journeys, evaluating the impact of customer interactions perceptions on financial results.

Submitted by Juliana Mitre (julianamitre@yahoo.com.br) on 2018-09-09T22:00:06Z No. of bitstreams: 1 TESE FGV Juliana Mitre 23 06 18 LS (4).pdf: 1030135 bytes, checksum: 0415f2e33ea986fa2a52142549c9a5f9 (MD5) / Approved for entry into archive by Simone de Andrade Lopes Pires (simone.lopes@fgv.br) on 2018-09-11T19:35:19Z (GMT) No. of bitstreams: 1 TESE FGV Juliana Mitre 23 06 18 LS (4).pdf: 1030135 bytes, checksum: 0415f2e33ea986fa2a52142549c9a5f9 (MD5) / Rejected by Suzane Guimarães (suzane.guimaraes@fgv.br), reason: Prezada Juliana, O PDF submetido contém grifos no texto, erro de código na lista de tabelas e marcações de revisão, não podendo ser considerado como versão final. Submeter novamente o arquivo corrigido. Atenciosamente, on 2018-09-12T16:51:54Z (GMT) / Submitted by Juliana Mitre (julianamitre@yahoo.com.br) on 2018-09-14T18:39:26Z No. of bitstreams: 1 Arquivo 14-09-2018 3 33 28 PM.pdf: 1156648 bytes, checksum: cac5a8aafe840bcdceb4c22c733e7b63 (MD5) / Approved for entry into archive by Simone de Andrade Lopes Pires (simone.lopes@fgv.br) on 2018-09-14T20:05:05Z (GMT) No. of bitstreams: 1 Arquivo 14-09-2018 3 33 28 PM.pdf: 1156648 bytes, checksum: cac5a8aafe840bcdceb4c22c733e7b63 (MD5) / Approved for entry into archive by Suzane Guimarães (suzane.guimaraes@fgv.br) on 2018-09-17T12:17:17Z (GMT) No. of bitstreams: 1 Arquivo 14-09-2018 3 33 28 PM.pdf: 1156648 bytes, checksum: cac5a8aafe840bcdceb4c22c733e7b63 (MD5) / Made available in DSpace on 2018-09-17T12:17:17Z (GMT). No. of bitstreams: 1 Arquivo 14-09-2018 3 33 28 PM.pdf: 1156648 bytes, checksum: cac5a8aafe840bcdceb4c22c733e7b63 (MD5) / Esse trabalho busca analisar a satisfação do cliente na prestação de serviços oftalmológicos oferecidos pelo Hospital de Olhos de São Paulo (HOSP), organização que enfrentou importante crise financeira nos últimos anos que afetou a qualidade dos serviços. Para avaliar a satisfação do cliente neste contexto, foi aplicado questionário de satisfação do paciente em uma das unidades, com o objetivo de identificar aspectos a melhorar e assim redirecionar a estratégia organizacional. 184 pacientes responderam à pesquisa que incluiu a utilização do indicador Net Promoter® Score (NPS® ). 60% dos respondentes eram do sexo feminino, cerca de 70% já eram clientes e estavam retornando ao serviço. Desses, 39% retornaram pela localização e 29% pela qualidade do atendimento. 30% eram casos novos, sendo que desses, 41% vieram por indicação de amigos e 39% pelo convênio. Ao aplicar-se o NPS® , o HOSP obteve score de 63%, o que corresponde à chamada zona de qualidade, na qual a maioria dos clientes é considerada neutra, pois não difamam e nem indicam o Hospital; o que não é bom para um serviço que preza pela excelência em Oftalmologia. Com base nessa pesquisa, foram levantados os pontos falhos para posteriormente se criar um plano de melhorias para o Grupo HOSP com o objetivo de aumentar o número de clientes promotores e diminuir o de detratores, o que poderá auxiliar na busca por novos clientes e aumentar a competitividade no mercado paulista. / This study aims to analyze the satisfaction of the client in the provision of ophthalmological services offered by Hospital de Olhos de São Paulo (HOSP), an organization that faced an important financial crisis in the last years that affected the quality of the service. To assess client satisfaction in this context, a patient satisfaction questionnaire was applied in one of the units, aiming to identify aspects to improve and thus to redirect the organizational strategy. 184 patients responded to the survey that included the use of the Net Promoter® Score (NPS®) indicator. 60% of the respondents were female, some 70% returned to the service (of these, 39% returned for the location and 29% for the quality of care) and 30% were new cases (41% indicated by friends and 39% by agreement). When applying NPS®, the HOSP obtained a score of 63%, which corresponds to the so-called quality zone, in which most clients are considered neutral, since they do not slander or indicate the Hospital; which is not good for a service that values excellence in ophthalmology. Based on this research, all the flaws were raised to later create an action plan for the HOSP Group with the objective of increasing the number of promoters and reducing the number of detractors, which may help in the search for new clients. Similar surveys will be carried out periodically so that the service can improve continuously and maintain its competitiveness in the São Paulo market.

This thesis, New Psychoactive Substances in British Drug Policy Discourse addresses new psychoactive substances (NPS) in drug policy discourse in Great Britain between 2000-2014. It focuses on the identification of individual frames and aims to understand the different perspectives NPS can be framed in The theoretical framework of this thesis is based on the idea of social constructivism and Frame Theory. On this basis, the thesis identifies individual sponsors, the general characteristics of the problem, the injured party, the public policy implications and the value base. It identifies four frames which are present in the discourse. The first, called Fragmented, does not perceive NPS as a comprehensive problem, but as individually occurring substances. The second frame the Prohibitionist wishes to tackle the issue of NPS using new tools of prohibition. The third one, the Regulatory frame is strongly polarized towards the previous frame and wants to solve the NPS issue by creating a legally regulated market for psychoactive substances. The last, Wicked frame, perceives NPS as an unstructured problem, therefore it cannot be solved by one measure. This frame favors an expert debate and evidence in order to find the optimal solution. The thesis puts the issue into context and focuses on NPS...

This thesis examines the development of Wahhabism as an ideology into a rapidly expanding, transportable, contemporary Islamic political system. Serving as the territorial foundation, individuals maintain allegiance to Makkah, the center of the Islamic world, through symbolic Islamic prayer. Along with a central, globally financed economic distributive mechanism, and Wahhabi social and educational institutions emerging from the traditional mosque, Wahhabism serves the demand for an Islamic political system in a late capitalist world. Wahhabism is fluid within contemporary dynamic political systems and rapidly changing international relations. Wahhabism continues to expand at a global level, at times, providing a foundation for new forms of contemporary terrorism.

En raison de la diffusion incontrôlée sur le e-commerce, la sécurité et l’alternative légale aux stupéfiants habituels, les nouvelles substances psychoactives (NPS), d’apparition récente (2008), sont au cœur des phénomènes récents d’addiction et de décès mal expliqués. Au-delà des différents défis dans nos sociétés (prévention, législation), la capacité d’identifier les NPS dans des échantillons biologiques pour caractériser leur utilisation, présente de nombreux challenges analytiques. L’objectif principal de cette thèse a été de collecter des échantillons biologiques (sang, urine, cheveux) provenant de cas d’exposition à des NPS et d’y caractériser les substances présentes à l’aide de méthodes analytiques originales, dans le but d’enrichir les librairies de spectres de masse et d’améliorer, en conséquence, la détection de la consommation de NPS. En particulier, il s’agissait d’augmenter la fenêtre de détection de la prise de NPS en se focalisant sur les métabolites qui sont, le plus souvent, les produits majeurs d’élimination. Le développement analytique, par chromatographie liquide ultra haute performance couplée à la spectrométrie de masse en tandem (UHPLC-MS/MS), a demandé plusieurs mois d’optimisation afin d’obtenir une méthode robuste, exhaustive et sensible. Actuellement, la librairie de spectres MS comporte 114 NPS et est mise à jour régulièrement. A la suite de ce développement, ma thèse a porté sur l’étude de cas d’intoxication vus au service des urgences du CHU de Strasbourg, mais aussi en médecine légale, avec des situations de décès et d’identification de produits inconnus provenant de saisies (poudres et cristaux). Il a également été nécessaire de développer des outils analytiques complémentaires, tels que la caractérisation de métabolite(s) par étude sur microsomes hépatiques humains (HLMs), et l’utilisation de la spectroscopie par résonance magnétique nucléaire (RMN) afin d’identifier avec certitude certains composés et de déterminer leur degré de pureté. Les outils analytiques développés et la stratégie mise en place ont permis la rédaction de 18 publications, ainsi que l’agencement de nombreuses collaborations. / Due to the uncontrolled spread on the Internet and their legal alternative to usual drugs, the new psychoactive substances (NPS), recently appeared (2008), are at the center of recent phenomena of addiction and badly explained deaths. Beyond different challenges in our societies (prevention, legislation), the ability to identify NPS in biological samples, in order to characterize their use, presents many analytical challenges. The main objective of this thesis was to collect biological samples (blood, urine, hair) from cases of exposure to NPS and to characterize the substances present using original analytical methods, in order to enlarge the libraries of mass spectra and improve, as a result, the detection of NPS consumption. In particular, it was intended to increase the detection sensitivity of NPS intake by focusing on the metabolites that are often the major products of elimination. This analytical development, by ultra-high liquid chromatography coupled with tandem mass spectrometry (UHPLC-MS/MS), required several months of optimization in order to obtain a robust, exhaustive and sensitive method. At present, the mass spectra database has 114 NPS and is regularly updated. Thereafter, ma thesis focused on the study of cases of intoxication observed in the emergency department of Strasbourg, but also in legal medicine with situations of deaths and identification of unknown products collected from seizures (powders and crystals). It has also been necessary to implement complementary analytical tools, such as the characterization of metabolites by human liver microsomes (HLMs), and the use of nuclear magnetic resonance (NMR) spectroscopy to accurately identify the compounds and establish their purity degrees. The analytical tools developed, and the strategy adopted, allowed the writing of 18 publications, as well as the setting up of numerous collaborations.

No description available.

>Magister Scientiae - MSc

>Magister Scientiae - MSc / The Kuils River Catchment is an urban river catchment that forms part of the larger Kuils-Eerste River system draining the eastern half of the Cape Metropolitan Authority area and Stellenbosch Municipality. Rapid urbanisation has resulted in the encroachment of residential and industrial areas into the river system through channelization and sewage disposal. This research project intends to assess the quality of surface runoff in the Kuils River catchment and determining non-point source pollutant loading rates in the catchment using GIS-based modelling. The study results show how modelled potential sources of surface runoff and NPS pollutants using desktop GIS analysis tools in a sequential process that involved different levels of software applications could explain the characteristics of the catchment. With the help of the Expected Mean Concentration (EMC) values associated with surface runoff from land use/covers, NPS pollutant loads were assessed downstream towards the Kuils River Catchment outlet using the Nonpoint Source Pollution and Erosion Comparison Tool (N-SPECT) based in ArcGIS. The outputs from this model consist of predicted annual pollutant loading (mg/mvyear) for each Kuils-Eerste River that occurs in the catchment. The results have shown clearly the spatial distribution of sources of particular pollutants in the catchment. Further or advanced processing knowhow with this model might provide far reaching insights into the problem and it is however recommended that these results produced using N-SPECT be compared to those of other hydrologic models using the same inputs.

En fastighetsförmedlingsprocess skiljer sig markant mellan Sverige och Frankrike, vilket kan påverka uppfattningen hos köpare och säljare. I Sverige betonas transparens och trygghet genom en opartisk fastighetsmäklare, medan Frankrike använder sig av separata köp- och säljmäklare, med en notarie som hanterar den slutgiltiga affären. Skillnader i dessa processer skulle kunna leda till varierande kundupplevelser och därmed direkt påverka kundens nöjdhet. Att förstå dessa skillnader och anpassa tjänsterna därefter är avgörande för fastighetsmäklarens framgång och för att upprätthålla ett fungerande mäklarsystem i landet. Denna studie syftar till att undersöka och mäta kundupplevelsen från förmedlingsprocesserna i Sverige och Frankrike för att förstå vilken process som uppskattas mest av kunden.  I studien har en kvalitativ metod valts där semistrukturerade intervjuer har använts för att samla in material. Den grundar sig i teorier om kundens upplevelse, nöjdhet, upplevda servicekvalitet och lojalitet samt olika mätinstrument som kan fånga upp de olika aspekterna. Arbetet har belyst kundernas perception utifrån skillnaderna i de olika processerna enligt sju olika dimensioner från mätinstrumentet RESERV. Dessa är pålitlighet, beredskap, säkerhet, empati, materiella tillgångar, professionalism och tillgänglighet.  Studien har visat att kundens upplevelse påverkas av de olika förmedlingsprocesserna. Områden som säkerhet, beredskap och professionalism har dominerat de insamlade svaren och har ansetts ha en stor betydelse för kundens upplevelse. Sverige utmärker sig inom områdena beredskap och professionalism och Frankrike inom säkerhet. Studien konstaterar att olika processer föredras utifrån ett sälj- och ett köpperspektiv. Vidare går det att konstatera att kunderna värderade beredskapen mer än säkerheten eftersom de inte upplevde något av länderna som direkt osäkert. Studien resulterade i att den svenska processen var mer omtyckt än det franska i helhet - men att en kombination av de båda hade varit det bästa alternativet. Detta där en förmedlingsprocess både innehåller hög säkerhet men även hög beredskap som gör processen smidig och snabb. / The mediation process differs significantly between Sweden and France, which can affect the perception of buyers and sellers. In Sweden, transparency and security are emphasised through an impartial Real Estate Broker, while France uses separate buyer and seller Brokers, with a Notary handling the final transaction. Differences in these processes could lead to varying customer experiences and thus directly impact customer satisfaction. Understanding these differences and adapting services accordingly is crucial for a Broker's success and to maintain a functioning Brokerage system in the country. This study aims to investigate and measure the customer experience from the mediation processes in Sweden and France to understand which process is most appreciated by the customer.  In the study, a qualitative method was chosen where semi-structured interviews were used to collect material. It is based on theories of customer experience, satisfaction, perceived service quality, and loyalty, as well as various measurement instruments that can capture these different aspects. The work has highlighted customers' perceptions based on the differences in the processes according to seven different dimensions from the RESERV measurement instrument. These are reliability, responsiveness, assurance, empathy, tangibles, professionalism, and availability.  The study has shown that the customer experience is influenced by the different mediation processes. Areas such as security, readiness, and professionalism have dominated the collected responses and have been considered to have a significant impact on the customer experience. Sweden stands out in the areas of readiness and professionalism, and France in security. The study concludes that different processes are preferred from a seller and buyer perspective. Furthermore, it can be noted that customers valued readiness more than security because they did not perceive any of the countries as directly unsafe. The study results in Sweden being considered to have a somewhat more preferred process overall - but that a combination of the two would have been the best option. This meaning that the process contains both a high level of security but also a high level of readiness for a smooth and fast process.

Les membranes biologiques sont impliquées dans divers mécanismes comme la reconnaissance moléculaire ou encore la fusion membranaire. Les lipides, principaux composants des membranes, sont inhérents à ces processus cellulaires, mais leur organisation et leur rôle fonctionnel au sein de ces systèmes sont très complexes. Dans ce travail, nous avons utilisé des modèles membranaires mimant ces systèmes biologiques pour identifier les interactions mises en jeu avec divers agents exogènes (AEs), en utilisant la microscopie à force atomique (AFM). Nous avons donc travaillé sur deux AEs différents qui interagissent potentiellement avec ces membranes. Le premier intervient directement dans le cadre de l'étude du paludisme. Le mécanisme moléculaire de cette maladie (impliquant probablement des structures lipidiques) n'étant pas clair, la compréhension de celui-ci faciliterait le développement de nouvelles molécules antipaludiques et/ou cibles thérapeutiques. Parallèlement notre étude s'est portée sur l'interaction des nanoparticules (NPs) de TiO2, notre second AE, avec les membranes. Très utilisées dans l'industrie, ces NPs de TiO2 pourraient avoir un impact sur la santé humaine, en interagissant notamment avec les membranes cellulaires. Des techniques biophysiques classiques ont tout d'abord été utilisées pour évaluer l'interaction de l'AE avec des systèmes biomimétiques. Ensuite, lorsque celle-ci est prouvée, l'AFM est utilisée pour visualiser les changements morphologiques des modèles membranaires en présence de ces AEs. Ainsi, pour chaque AE, nous avons finalement suggéré un mécanisme d'interaction afin de répondre aux problématiques soulevées.