Submitted by isabela.moljf@hotmail.com (isabela.moljf@hotmail.com) on 2017-05-16T15:22:45Z No. of bitstreams: 1 yussefdaibertsalomaocampos.pdf: 1709122 bytes, checksum: acddad31f938f6977d33d5fa2e1d0dd3 (MD5) / Approved for entry into archive by Adriana Oliveira (adriana.oliveira@ufjf.edu.br) on 2017-05-16T15:56:46Z (GMT) No. of bitstreams: 1 yussefdaibertsalomaocampos.pdf: 1709122 bytes, checksum: acddad31f938f6977d33d5fa2e1d0dd3 (MD5) / Made available in DSpace on 2017-05-16T15:56:46Z (GMT). No. of bitstreams: 1 yussefdaibertsalomaocampos.pdf: 1709122 bytes, checksum: acddad31f938f6977d33d5fa2e1d0dd3 (MD5) Previous issue date: 2015-07-14 / CAPES - Coordenação de Aperfeiçoamento de Pessoal de Nível Superior / Essa tese trata do patrimônio cultural como matéria a ser inserida no corpo constitucional da Carta de 1988, envolvido na Assembleia Nacional Constituinte (ANC) brasileira de 1987 e 1988. O objetivo é o de identificar os atores envolvidos, as discussões, diretas e transversais, que se apropriaram do tema durante o processo Constituinte mais recente da história do país. É também o de entender os meandros que levaram à redação final do que hoje conhecemos como artigo 216, o mais importante da Constituição da República no que tange à conceituação do patrimônio e a designação das formas de preservação e proteção. Para isso, foram utilizadas revisões bibliográficas, pesquisa em fontes como atas de audiência e reuniões no período Constituinte, e a consulta a jornais para estruturar a tese ora apresentada. Será visto que alguns conflitos tangenciaram a discussão, mas quando o tema foi diretamente debatido, a tendência foi a de conciliação como resultado das tratativas entre as partes envolvidas. A ANC, como ambiência política, será perscrutada, no que se refere ao patrimônio, para revelar quais mediadores, agentes e reivindicações destacaram-se e como suas ações refletiram num artigo abrangente, com um conceito amplo de patrimônio cultural. A demanda por reconhecimento de culturas, identidades e memórias será considerada, todavia a sua perspectiva econômica acerca da propriedade da terra, por parte de grupos indígenas e de negros, marginalizados nas políticas públicas de até então, foi encarada como assunto de menor relevo pela ANC, em uma nítida contenção de conflitos, por um lado, e atendimento a anseios de forças políticas incisivas, de outro. / This thesis addresses the issue of cultural patrimony during the Brazilian National Constituent Assembly of 1987 and 1988, with regard to its insertion in the body of the text of the 1988 Constitution. The aim is to identify the actors involved and the direct and transversal discussions that focused on this theme during the most recent constitutional process in the history of the country. It also aims to understand the intricacies that have led to the final text of what we know today as article 216, the most important one of the Constitution of the Republic concerning the conceptualization of patrimony and the designation of means for its preservation and protection. Therefore, the present work has been built upon bibliography review, consultation to newspapers and searches through minutes of hearings and meetings held during the constitutional period. It is possible to observe that some conflicts have appeared during the discussions, but once the issue was directly debated, there was a tendency to conciliation, as a result from negotiations among the actors involved. This is a comprehensive article, with a broad concept of cultural patrimony, which investigated the National Constituent Assembly (ANC, for its acronym in Portuguese) as a political ambience, on the issue of patrimony, in order to reveal the most remarkable mediators, actors and requests, as well as the reflections of their actions. The claims for the recognition of cultures, identities and memories have been considered by the Constituent Assembly. Nevertheless, the economic perspective towards land property by groups of indigenous and black people, marginalized by public policies until then, has been treated as a less relevant issue, on one side as a clear avoidance of conflicts, on the other as an answer to incisive political forces.

Submitted by Marcia Bacha (marcia.bacha@fgv.br) on 2013-09-05T17:34:51Z No. of bitstreams: 1 DissertaçãoFGV-Adriano Weber Scheeren.pdf: 2251991 bytes, checksum: 4b19cc692dec23027b787b135a1a33fc (MD5) / Approved for entry into archive by Marcia Bacha (marcia.bacha@fgv.br) on 2013-09-05T17:35:18Z (GMT) No. of bitstreams: 1 DissertaçãoFGV-Adriano Weber Scheeren.pdf: 2251991 bytes, checksum: 4b19cc692dec23027b787b135a1a33fc (MD5) / Approved for entry into archive by Marcia Bacha (marcia.bacha@fgv.br) on 2013-09-05T17:35:30Z (GMT) No. of bitstreams: 1 DissertaçãoFGV-Adriano Weber Scheeren.pdf: 2251991 bytes, checksum: 4b19cc692dec23027b787b135a1a33fc (MD5) / Made available in DSpace on 2013-09-05T17:36:17Z (GMT). No. of bitstreams: 1 DissertaçãoFGV-Adriano Weber Scheeren.pdf: 2251991 bytes, checksum: 4b19cc692dec23027b787b135a1a33fc (MD5) Previous issue date: 2010 / This study examines an IT governance mechanism used by a financial organization, which aims to organize the way in which business divisions request technology solutions from the organization's IT division. A documentary analysis was conducted in the company, and a case study was performed that sought to capture the management's perceptions of the model implementation impact, using as a survey tool an electronically distributed questionnaire. Besides identifying the negotiating positions before and after the implementation of this type of relationship model between the organization divisions, the study also tried to identify the results of the model implementation in several aspects. The results of this model's impact analysis in the organization that was the subject of this study were able to confirm most of the assumptions made, highlighting the gains from deploying such a model. As a consequence of the model's adoption, and even though it was considered to be more complex than the previous negotiation system, the managers identified quality improvements in the developed IT solutions and started to notice greater IT governance and corporative governance levels in the organization. Additionally, the analysis carried out with unsupported assumptions may be used as inputs for future work aimed at improving this type of process. / O presente estudo busca analisar um mecanismo de governança de TI utilizado por uma organização financeira, que tem por objetivo organizar a forma pela qual as áreas de negócio da empresa demandam soluções de tecnologia para a área de TI da organização. Foram realizadas, para tanto, análises documentais na empresa e um estudo de caso que buscou capturar as percepções dos impactos da implantação desse modelo na opinião de funcionários da organização que ocupam cargos gerenciais, utilizando como instrumento de pesquisa um questionário distribuído em meio eletrônico. Além de identificar a situação da negociação de demandas antes e depois da implantação desse modelo de relacionamento entre as áreas da organização, buscou-se também identificar os resultados da implantação desse modelo sob vários aspectos. Os resultados das análises dos impactos desse modelo na organização objeto do estudo de caso permitiram confirmar a maioria das hipóteses levantadas, evidenciando os ganhos da implantação do referido modelo para a organização. Como conseqüência da implantação do modelo, apesar de considerarem esse modelo mais complexo do que a sistemática de negociação anterior, os gerentes identificaram melhorias na qualidade das soluções de TI desenvolvidas e passaram a perceber maiores níveis de governança corporativa de de governança de TI na organização. Adicionalmente, as análises realizadas com as hipóteses não confirmadas poderão ser utilizadas como insumos para trabalhos futuros que visem aprimorar esse tipo de processo.

Systeme zum automatisierten Fahren erlauben es, die Fahrzeugführung in einem gewissen Maß vom Fahrer an das Fahrzeug zu übertragen. Da der Fahrer auf diese Weise unterstützt, entlastet oder sogar ersetzt werden kann, werden Systeme zum automatisierten Fahren mit einem großen Potential für Verbesserungen hinsichtlich Straßenverkehrssicherheit, Fahrkomfort und Effizienz verbunden - vorausgesetzt, dass diese Systeme angemessen benutzt werden. Systeme zum hochautomatisierten Fahren stellen in diesem Zusammenhang eine besondere Herausforderung für die Mensch-Maschine-Interaktion dar: So wird es dem Fahrer bei diesem Automatisierungsgrad zwar zum ersten mal ermöglicht, das System nicht mehr permanent überwachen zu müssen und somit die Fahrtzeit potentiell für fahrfremde Tätigkeiten zu nutzen. Es wird jedoch immer noch erwartet, dass der Fahrer nach einer vorherigen angemessenen Übernahmeaufforderung die Fahrzeugführung im Bedarfsfall gewährleisten kann. Angemessenes Automatisierungsvertrauen stellt daher eine zentrale Komponente für die erfolgreiche Kooperation zwischen Fahrern und Systemen zum hochautomatisierten Fahren dar und sollte bei der Gestaltung derartiger Systeme berücksichtigt werden. Frühere Befunde weisen beispielsweise bereits darauf hin, dass unterschiedliche Informationen über automatisierte Systeme ein möglicher Ansatz sein könnten um das Automatisierungsvertrauen des Fahrers aktiv zu gestalten. Automatisierungsvertrauen als Variable in der Gestaltung von Fahrzeugtechnologie zu berücksichtigen erfordert jedoch zunächst auch in der Lage zu sein, Automatisierungsvertrauen adäquat messen zu können. In diesem Sinne war die Zielsetzung dieser Arbeit einerseits die Untersuchung verschiedener Methoden zur Messung des Automatisierungsvertrauens des Fahrers sowie andererseits die Identifikation, prototypische Umsetzung und Bewertung potentieller Ansätze zur Gestaltung von Automatisierungsvertrauen im Kontext von Systemen zum hochautomatisierten Fahren. Zu diesem Zweck wurden drei Fahrsimulatorstudien mit insgesamt N = 280 Probanden durchgeführt. Die vorliegenden Ergebnisse weisen darauf hin, dass (i) sowohl Selbstberichtsverfahren als auch Verhaltensmaße prinzipiell dazu verwendet werden können um das Automatisierungsvertrauen des Fahrers in Systeme zum hochautomatisierten Fahren zu operationalisieren, (ii) eine vorherige Auseinandersetzung mit funktionalen Grenzen von Systemen zum hochautomatisierten Fahren einen nachhaltigen Effekt auf das Automatisierungsvertrauen des Fahrers in das System haben kann und (iii) insbesondere Informationen über die Funktionsweise von Systemen zum hochautomatisierten Fahren das Automatisierungsvertrauen des Fahrers in derartige Systeme verbessern können. Damit liefert die vorliegende Arbeit sowohl wertvolle Ansatze zur Messbarmachung als auch Hinweise für die Gestaltung von Automatisierungsvertrauen im Kontext des hochautomatisierten Fahrens. Darüber hinaus können die Befunde dieser Arbeit in gewissem Maße auch auf andere Arten von Fahrzeugautomatisierung sowie unterschiedliche Domänen und Anwendungen von Automatisierung übertragen werden. / Automated driving systems allow to transfer a certain degree of vehicle control from the driver to a vehicle. By assisting, augmenting or even supplementing the driver, automated driving systems have been associated with enormous potential for improving driving safety, comfort, and efficiency - provided that they are used appropriately. Among those systems, conditional automated driving systems are particularly challenging for human-automation interaction: While the driver is no longer required to permanently monitor conditional automated driving systems, he / she is still expected to provide fallback performance of the dynamic driving task after adequate prior notification. Therefore, facilitating appropriate automation trust is a key component for enabling successful cooperation between drivers and conditional automated driving systems. Earlier work indicates that providing drivers with proper information about conditional automated driving systems might be one promising approach to do this. Considering the role of automation trust as a variable in the design of vehicle technology, however, also requires that drivers` automation trust can be viably measured in the first place. Accordingly, the objectives of this thesis were to explore difffferent methods for measuring drivers` automation trust in the context of conditional automated driving as well as the identification, implementation and evaluation of possible approaches for designing drivers` automation trust in conditional automated driving systems. For these purposes, three driving simulator studies with N = 280 participants were conducted. The results indicate that (i) both self-report measures and behavioral measures can be used to assess drivers` automation trust in conditional automated driving systems, (ii) prior familiarization with system limitations can have a lasting effffect on drivers` automation trust in conditional automated driving systems and (iii) particularly information about the processes of conditional automated driving systems might promote drivers` automation trust in these systems. Thus, the present research contributes much needed approaches to both measuring and designing automation trust in the context of conditional automated driving. In addition, the current findings might also be transferred to higher levels of driving automation as well as other domains and applications of automation.

Studiens syfte var att öka kunskapen om effektiva administrativa reklamationshanteringsprocesser. För att uppfylla syftet kunde det brytas ned i två frågeställningar: 1. Vilka faktorer påverkar effektivitet i administrativa reklamationshanteringsprocesser? 2. Hur bör administrativa reklamationer av defekta produkter hanteras? För att möjliggöra besvarande av studiens frågeställningar och därmed uppfylla studiens syfte genomfördes en fallstudie, som bestod av observationer och intervjuer. Vid observationerna var observatörerna deltagande och renodlade. Intervjuerna hade en låg grad av strukturering och låg grad av standardisering. Insamlad empiri granskades för att sedan jämföras med redan befintlig teori. Genom studien kunde slutaster kring effektiv reklamationshantering dras. Det identifierades tre områden där förbättringsmöjligheter fanns. Dessa innefattade utnyttjande av systemstöd som stöder verksamheten, effektivt arbete med returns management för att minska antalet inkomna reklamationer samt arbetet med ständiga förbättringar för att fortsatt vara konkurrenskraftiga. Studien bidrog inte till nya teorier, men genom analys stärktes uttalanden och teorier från tidigare forskning. Genom studien har medvetenheten om administrativa reklamationshanteringsprocesser ökat, och genom detta underbyggt redan befintlig forskning. Studiens empiriska bidrag var identifiering av faktorer som påverkar effektivitet inom dessa processer. Genom identifierade åtgärder kunde sedan reklamationshanteringsprocesser gynnsamt utformas.

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<p dir="ltr">The present dissertation addresses the gap of how the three contextual variables (power, distance, and imposition) affect the use and perception of pitch range and final pitch contours in Central Peninsular Spanish polar questions. The methodological approach in this dissertation combines a production experiment in the form of a contextualized sentence-reading task (e.g., Brown et al., 2014; Henriksen, 2013) and a perception experiment using a pragmatic judgment task (e.g., Nadeu & Prieto, 2011). Both tasks systematically incorporated a set of situations that included the contextual variables of power, distance, and imposition. Thus, this dissertation provides a systematic analysis of power, distance, and imposition to investigate their influence on the use and perception of pitch range and pitch contours. To analyze pitch in the production experiment, a categorical analysis of final pitch contours (e.g., low-rising contour) and a quantitative analysis of prosodic features (i.e., pitch range and its conversion into semitones) were conducted. For the perception experiment, analyses included the comparison of linear mixed models to examine the perceived degree of politeness.</p><p dir="ltr">The findings presented in this dissertation support the Frequency Code Hypothesis in that they showed the relevance of pitch for signaling and perceiving politeness in requests in Spanish. The results from the production experiment suggested there are no effects of power, distance, and imposition on the selection of final intonational contours. Regarding the analysis of pitch range, the results from the production experiment indicated that the use of greater pitch range was associated with an increase in the social distance between the speakers. In the perception experiment, the results indicated that an increase in pitch range was directly associated with an increase in the perceived degree of politeness. Furthermore, the findings from this dissertation provided evidence for including a systematic analysis of the contextual variables of power, distance, and imposition to conduct analyses within the politeness framework instead of analyzing the formal/informal dimension in isolation The overall results of this dissertation contribute to the understanding of how suprasegmental features are employed in showing and perceivicing politeness.</p>

The aim of this thesis is to break new ground by investigating the interactional organisation of real events that comprise live business-to-business cold calls. Despite being a ubiquitous part of everyday life, we know very little about how cold calls are initiated, progressed, and completed. Cold calls are unsolicited telephone encounters, initiated by salespeople aiming to get prospective clients ( prospects ) interested in their services, with the distal goal of turning them into clients and the proximal goal of getting them to agree to an initial meeting. Cold calls are often treated as a nuisance by call-takers, and salespeople must deal with reluctant gatekeepers, recurrent sales resistance, and the occasional hang-up. The training they receive often draws on outdated theories of communication and is rarely supported by empirical evidence. Thus, this study not only addresses an important domain for interactional research, but also fulfils a practical necessity for empirical research that will inform sales training and improve callers and call-takers experiences. The data comprise 150 recorded calls supplied by three British companies that sell, service, and lease office equipment. The data were collected, transcribed, and analysed within an ethnomethodological framework using conversation analysis and discursive psychology. The first analytic chapter outlines the overall structural organisation of cold calling. It documents the constituent activities within the opening, the business of the call, and the closing. It identifies and describes two types of cold calls. Freezing calls are initiated by salespeople who are contacting a prospect for the very first time. Lukewarm calls feature salespeople who claim to have been in contact with the prospect s organisation in the past. The second chapter excavates the initial turns of lukewarm calls in which salespeople ask to speak to another person within the company, with whom they indicate to be acquainted. The analysis revealed that this third-party acquaintanceship was crucial for establishing the legitimacy of the switchboard request and for improving the chances of getting it granted. The third chapter focused on appointment-making sequences in both freezing and lukewarm calls, showing that they comprise two components: a preamble and a meeting request sequence. I also highlight how salespeople exploit sequential and turn-taking mechanisms to secure meetings with prospects without giving the latter the opportunity to refuse. The final chapter examines two practices for enacting resistance in cold calls blocks and stalls and documents the range of methods salespeople employ for dealing with each type of resistance. Sales blocks expose the salesperson s commercial agenda, attempt to stop the prospecting activity, and move towards call pre-closure. In response, salespeople can challenge, counter, or circumvent blocks as well as redo their initiating actions. Stalls slow down the progress of the sales process by delaying the next phase of the sale or by proposing less commitment-implicative alternatives. Salespeople deal with stalls by either justifying their initial proposal or by spontaneously introducing new action plans, both being more conducive to the progress of the sale. The thesis contributes to a growing body of interactional research on commercial encounters by shedding empirical light on a previously unexamined setting, business-to-business cold calls. It also moves forward discursive psychology s project of respecifying psychological phenomena by documenting the communicative practices associated with persuasion and resistance. Finally, it expands the extant conversation analytic toolkit by examining new practices (such as appointment-making) and by providing new insights into key conversation analytic topics (such as requests, pre-sequences, and accounts for calling). Overall, the findings presented in this thesis challenge existing conceptions of prospecting through cold calling that are prevalent in the sales literature. The thesis puts forward a strong argument for opening the black box of cold calls to better understand these interactions and to identify good practices as the basis for communication training. Research presented in this thesis has already been used in the development of CARM (Conversation Analytic Role-play Method) training for salespeople, who reported having doubled their appointment rates. Based on the findings in this thesis, I plan to develop further training not only for salespeople but also for prospective customers, thus improving the overall outcome of cold call encounters.

The goal of this diploma thesis is to design the user interface and implement the information system as a web application. Using the custom implemented library the system communicates with GraphQL server which manages the client data. The thesis describes possible solutions for physical servers automatization. The application provides the application interface to manage virtual servers. Automatization is possible without human interaction. Connection to the virtualization technologies is handled by web interface APIs or custom scripts running in the virtual system terminal. There is a monitoring system built over project components. The thesis also describes the continuous integration using Gitlab tools. Running the configuration task is solved using the Unix CRON system.