Made available in DSpace on 2016-03-15T19:26:48Z (GMT). No. of bitstreams: 1 Fabio David Rizzo Campanha.pdf: 633468 bytes, checksum: b9161a79b1b362c02ec58906e764aee0 (MD5) Previous issue date: 2010-02-02 / Fundo Mackenzie de Pesquisa / The following dissertation s main objective was to understand the various aspects of customer loyalty as a strategic resource that leads service-providing companies to obtain superior results considering the point of view of their managers. This topic was considered important due to the limited available studies concerning themes related to both loyalty and strategic resources and due to the importance of service-providing sector for the country s economy. This study was based on theoretical concepts related to customers loyalty, resource-based view (RBV) and competitive advantages. This way, an exploratory qualitative research was conducted in the Greater São Paulo area with seven executives from marketing or customer loyalty department of service-providing companies from various segments whose services are targeted to individuals. Data was acquired by in-depth interviews based on a semi-structured interview guide, and content analysis was employed for analysis and data interpretation. The outcome revealed that customer loyalty is an important issue, but that it is not necessarily considered a priority in companies business strategy. It was also identified characteristics of strategic resources in loyalty, such as perceived value, exclusivity and the"empowerment" of opportunities and reduction of threats. However, it was observed that the loyalty strategies are not necessarily non-imitable. Besides, evidence of competitive advantage through customer loyalty was also found, given a general view of the executives that loyalty actions have high potential to increase the customers profitability. / A presente dissertação teve por objetivo principal entender os diversos aspectos da fidelização de clientes como um recurso estratégico que levem as empresas prestadoras de serviços a obterem resultados diferenciados considerando o ponto de vista de seus gestores. Esse tema foi considerado importante devido a pouca disponibilidade de estudos que analisam a fidelização e recursos estratégicos conjuntamente e a representatividade do setor de serviços na economia do país. Abordou-se como fundamentação teórica conceitos relacionados à fidelização de clientes, visão baseada em recursos (RBV) e diferenciais competitivos. Realizou-se uma pesquisa do tipo qualitativa exploratória junto a sete executivos das áreas de marketing ou fidelização de clientes de empresas prestadoras de serviços localizadas na Grande São Paulo. Foram conduzidas entrevistas em profundidade com base em roteiro semiestruturado e utilizou-se a técnica de análise de conteúdo para a análise e interpretação dos dados. Como resultado, pôde-se observar durante o desenvolvimento da pesquisa que a fidelização de clientes é um assunto relevante,mas que não necessariamente é considerado prioritário na estratégia de negócios da empresa. Identificou-se também características de recursos estratégicos na fidelização, tais como a percepção de valor, a exclusividade e a potencialização de oportunidades e redução de ameaças. Contudo, observou-se que as estratégias de fidelização não necessariamente são não imitáveis. Constatou-se indícios de geração de vantagem competitiva por meio da fidelização, dada uma visão generalizada dos entrevistados de que ações de fidelização possuem elevado potencial para ampliar a rentabilidade dos clientes.

La transparence des personnes morales en droit administratif se présente comme un argument visant à faire prévaloir la réalité de la situation d’une personne morale sur sa forme. L’argument de transparence entraîne une modification du rapport d’altérité entre deux personnes morales dont l’une est entièrement contrôlée par l’autre : alors qu’elles sont distinctes l’une de l’autre, le juge assimile l’organisme dépourvu d’autonomie à un service de la personne publique. La transparence n’est toutefois pas dotée d’un régime juridique stable et cohérent. L’opération de qualification est accessoire à sa mise en oeuvre, de sorte que les rapports juridiques entre les personnes morales varient. La personne morale n’est regardée comme « transparente » qu’à l’occasion d’un litige pour la résolution d’un problème juridique précis ; elle peut à nouveau être regardée comme distincte de la personne publique lors d’un nouveau procès. Avec cette technique, le juge administratif met en échec les effets de contournement des règles du droit administratif sans créer de règles ou d’exceptions jurisprudentielles nouvelles. Aux côtés du mandat administratif, l’argument de transparence permet de compléter l’arsenal de protection de la compétence du juge administratif et du respect des règles propres à l’administration, dont les effets et la portée peuvent être mesurés et adaptés aux situations. Il permet également aux requérants d’envisager une stratégie juridique susceptible de faire sauter l’obstacle de la personnalité morale de l’organisme que maîtrise totalement l’administration. / Piercing the veil of corporate entities in French administrative law appears as an argument which aims at letting the reality of the situation of a corporate entity prevail over its form. This argument of transparency modifies the relation of alterity between two corporate entities in which one is completely controlled by the other: while they are distinct from each other, the judge assimilates the organization devoid of autonomy to a service belonging to the public entity. However, transparency is not provided with a stable and coherent legal regime. The operation of qualification is incidental to its implementation, so that judiciary relations between corporate entities vary. The corporate entity is only regarded as “transparent” in the course of a litigation concerning the resolving of a precise judiciary problem; it can be considered as distinct again from the public entity at a new trial. With this process, the administrative judge defeats the bypassing of the rules of administrative law without creating any new rule or jurisprudential exception. Together with administrative mandates, the argument of transparency allows to complete the arsenal of protection of the administrative judge’s authority and to enforce administrative rules, whose effects and reach can be measured and adapted to situations. It also allows petitioners to consider a legal strategy that may overcome the obstacle posed by the corporate entity of the organization which is completely controlled by the administration

In the north-western corner of inner-city Pretoria, South Africa, the business district of Marabastad stands as a prime example of the lack of humanised public space making in marginalised urban areas. Amidst the vibrant and spontaneous local community the open spaces in this urban landscape are left derelict and insufficient in providing for the needs of their users. In response to the obvious and unseen deficiencies of the area, this landscape architectural study aims to shape platforms of opportunity to support the struggling local community by building on existing social networks and, formal and informal, economical practices. The investigation and subsequent design of this dissertation are focussed around the making of an urban square that will encourage interaction between individuals as well as between the individual and his/her surroundings. / Dissertation (ML(Prof))--University of Pretoria, 2007. / Architecture / unrestricted

Aim of this diploma thesis is to develop a referential catalogue of public administration services, which should provide its users with summary of services provided by public administration. Theoretical part of thesis at first defines notions and presents problems connected with providing public administration services in context of development in period after Velvet revolution in Czech Republic. After that, work follows with global situation in European Union and concentrates on one country (Austria) and its services. During design of the catalogue was used actual knowledge and research about service providing, which reflects customer oriented approach and access through single point of contact. The necessity of splitting the whole process of service providing into two parts, service access and service execution part, is emphasized. Within design of catalogue are presented two main models -- domain model describing the structure of catalogue itself and service model, describing services. Based on analysis of possible uses and its integration potential with existing systems are defined its main benefits and is devised integrating principles designed in catalogue into "Portal veřejné správy".

Abstact The diploma thesis is focused on forms and dimensions of breast-feeding support regarding different levels of women and child care in the health care system of the Czech Republic from the perspective of a woman, a mother, who is the health care recipient in the context of the legal framework of Czech legislation and relevant international documents. The findings are based on empirical research results gained from ten semi-structured in-depth interviews. Ten individual research participants gave birth in the same medical institution with the title Baby Friendly Hospital during the last three years, which is the unifying element of the participants. The perspective of a woman, based on a thematic analysis of interviews , shows a lot of perceived dimensions of the provided health care. This work identifies the most obvious women themes: their perception of breastfeeding in pregnancy, importance of breastfeeding for woman, the mother's contact with the baby after the childbirth, medical staff attitude and quality of provided care, aspects of pediatric care and support of breast-feeding out of the health care system. These themes are part of an extensive, historically based conception of health care provided in the Czech Republic, which includes a model of the relationship between a physician (medical...

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The current thesis deals with the issue of adverse events. However, it does not concern the number of described and recorded adverse events in healthcare facilities or their spectrum. I am particularly interested in the attitude of the staff at the University Hospital Pilsen and how to respond to the requirements of the TOP management in the recording of adverse events. The theoretical part will concentrate on explaining the concept "adverse event", the description of influences which cause such events to arise and also to summarize the current situation concerning the approach to adverse events in the Czech Republic. The empirical part of the thesis describes the implementation of qualitative research, its results and recommendations for future practice. I am interested in researching the perspective of employees and their level of cooperation and openness in the approach to the reporting of adverse events in the provision of therapeutic, diagnostic and nursing care in inpatient health care facilities. The respondents in my research are employees of the University Hospital in Pilsen. I researched their views using a structured interview. I've contacted 14 employees who are employed in various functional and professional positions at the University Hospital in Pilsen. I believe that the role of...

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Выпускная квалификационная работа (магистерская диссертация) посвящена исследованию финансово-организационным инновациям в системе обязательного медицинского страхования. Предметом исследования выступает анализ взаимосвязей и взаимозависимостей, возникающих в процессе организации и функционирования системы обязательного медицинского страхования как звена финансовой системы России и предложить изменения в обеспечения достаточности финансирования системы здравоохранения. В заключении обозначены рекомендации по совершенствованию методики распределения субвенций, направленных из бюджета Федерального фонда обязательного медицинского страхования бюджетным территориальным фондам обязательного медицинского страхования на осуществление переданных органам государственной власти субъектов РФ полномочий Российской Федерации в сфере обязательного медицинского страхования. / Final qualifying work (master's thesis) is devoted to the study of financial and organizational innovations in the system of compulsory health insurance. The subject of the research is the analysis of interrelations and interdependencies arising in the process of organization and functioning of the system of compulsory medical insurance as a part of the financial system of Russia and to suggest changes in ensuring the adequacy of financing of the health care system. In conclusion, the recommendations on improving the method of distribution of subventions directed from the budget of the Federal compulsory medical insurance Fund to the budget territorial funds of compulsory medical insurance for the implementation of the powers of the Russian Federation in the field of compulsory medical insurance transferred to the state authorities of the subjects of the Russian Federation are outlined.

This thesis focuses on forms of cooperation between family and school at the beginning of school attendance. The theoretical part defines family and school as educational institutions and traces the development of cooperation between these institutions. It shows current trends in cooperation between family and school using the elements of a strategy of innovative educational program Step by Step and project Parents welcome. It refers to the elements that affect mutual relations. At the beginning of the empirical part is first described the methodology of qualitative research. The main techniques used were observation, questioning and interviews with teaching staff and the parents of pupils at two schools - at the average primary school and at the school using the program Start together, which received a certificate Parents welcome. Partner reality was analyzed on the basis of a document Competent teacher of the 21st century: An international professional quality framework ISSA. The research identified the actual situation in each school, its benefits and weaknesses. Keywords family, school, pupil, teacher, communications, family and school collaboration, experience, elementary school, innovative programs, a school providing the program Step by Step and Parents welcome