O objetivo central deste trabalho é investigar os antecedentes e as consequências da satisfação do consumidor com o gerenciamento de reclamações sobre serviços de telefonia fixa. Para tanto, foi testado um modelo teórico desenvolvido por Santos (2001), que retrata os interrelacionamentos entre avaliações específicas sobre o processo de reclamação, confiança e lealdade do consumidor. Ainda, foram acrescidos os efeitos dos custos de mudança na lealdade devido à suposição de que tais barreiras à saída do cliente são relevantes no setor considerado. Foi feito um estudo de corte transversal com 200 clientes (pessoas físicas) reclamantes da GVT. Tais clientes registraram, nos últimos três meses, reclamações no Call Center da GVT, via telefone, e-mail, correio ou pessoalmente. De forma específica, a empresa pesquisada deveria concentrar seus esforços nos seguintes procedimentos: oferecer um pedido de desculpas sincero ao reclamante, explicações sobre o porquê do problema, acesso mais fácil aos canais de comunicação/reclamação e maior rapidez ao responder as reclamações dos clientes. Além disso, como já foi visto, o estudo traz os fatores que mais influenciam na satisfação dos clientes com o gerenciamento da reclamação, a confiança e a lealdade do consumidor, provendo uma informação gerencial valiosa de onde a empresa está desempenhando bem ou mal o seu papel e onde é essencial que atue melhor para manter os clientes e garantir negócios mais lucrativos no futuro. / The main objective about this work is to investigate the antecedents and consequences about the consumer satisfaction with the complaining management about fixed line. For that, it was tested a theoretical model developed by Santos (2001), that shows the inter relationship among the specific evaluations about the process of complaining, confidence and loyalty of the consumer. Further, it was added the effects of the costs of change in loyalty due the supposition that these obstacles are relevant in the considered area. It was done a study about a transversal cut with 200 clients (individual persons) complainers from GVT. Those clients registered, in the last three months, complains at the GVT Call Center, by phone, e-mail, mail or personally.In a specific way, the searched company should concentrate the efforts in the following procedures: offer sincere excuses to the complainer, try to explain the reason of the problem, provide an easier access to the communication/complaining channels and more quickness to answer the clients complaining. Besides, as it was written before, the study brings the elements that more impact the satisfaction with the complaining management, the confidence and the loyalty of the consumer, giving us a valuable management information, from where the company is performing, well or not and where it is essential that it performs well to maintain the clients and to guarantee profitable business in the future.

The thesis is focused on contentment determination of Czech Republic Fire Brigade members. Basic ideas concerning work motivation and satisfaction are defined in theoretical part of the thesis followed by characterised work-satisfying factors. There are brief characteristics of survey object and analyst of research results in empirical part. In the final part of thesis are presented improvement suggestions for increasing satisfaction with job.

Orientation: The financial sector comprises of the biggest part of South African economy. Organisations are growing fast and changes also happen rapidly which leave employees uncertain. Without the necessary perceived organisational support employees can suffer from several psychological illnesses such as burnout, over-/under committed or feeling unsatisfied with their lives. Research purpose: The purpose of this study was to investigate whether different compensation structures, namely (i) fixed salary; (ii) fixed salary and commission; and (iii) commission only, will influence employees' perceived organisational support, organisational commitment, burnout and satisfaction with life of financial advisors within South Africa. Research design, approach and method: The present study used a quantitative research approach, with a non-experimental, explanatory and cross-sectional survey design, with a population in the financial industry (n=105). The statistical analyses that were conducted include descriptive statistics, exploratory factor analyses (EFA), and multivariate analysis of co-variance (MANCOVA). Main findings: This study brought new insights in how the different outcomes of wellness may be related to perceived organisational support, and how they differ for different types of compensation structures. Specifically, it was found persons receiving fixed salaries experienced higher levels of affective commitment, but they may also be more prone to burnout. Practical/managerial implications: The present study sheds light on the effect of different compensation structures on employees' wellness in terms of Perceived organisational support, organisational commitment, burnout and satisfaction with life. The results can be used by organisations to introduce more suitable compensation structures for a healthier workforce, which could result in higher levels of commitment, and would reduce burnout. In this study it was found that financial advisors who receive a fixed salary are more prone to burnout. Perceived organisational support was significant with all the constructs except for continuous commitment. / Mini Dissertation (MCom)--University of Pretoria, 2017. / Human Resource Management / MCom / Unrestricted

The gay rights movement began in the summer of 1969 when gay men rioted against police for raiding a bar known as the Stonewall Inn. In the succeeding 35 years, very little research has explored the relationship between police organizations and gay, lesbian, bisexual, and transgendered (GLBT) communities. The purpose of this study is to describe the attitudes that GLBT persons currently hold toward police. Subjects were sampled from the 34th Annual Atlanta Pride Festival and asked to complete a self-administered questionnaire. Of the 179 GLBT participants, the vast majority reported high satisfaction with community policing practices at this event. Moreover, age, household income, victimization, security presence, and identification with gay-themed media significantly predicted attitudes toward police.

The effect that different electoral systems have on political participation is a widely discussed and researched topic in social sciences. However, this thesis has examined the relationship between western countries' ballot structures and electoral systems and satisfaction with democracy. By using statistical tools such as SPSS, this thesis has conducted a comparative quantitative analysis that aimed to investigate if ballot structures and electoral systems affect western citizens' satisfaction with democracy. The result is presented with the help of graphical tools, such as tables and diagrams to make it easier for the reader to understand the result. The result concluded that Western countries which have implemented a proportional electoral system do have higher levels of satisfaction with democracy among their citizens, compared to western countries that have implemented majoritarian electoral systems. Further, this thesis has concluded that ballot structures do not affect western citizens' satisfaction with democracy in any significant way.

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La presente investigación tuvo como objetivo principal establecer la relación entre Inteligencia emocional y Satisfacción con la vida en un grupo de soldados en Lima entre 18 y 21 años, de ambos sexos. La muestra estuvo conformada por 254 soldados de ambos sexos, a quienes se les aplicó el inventario de Inteligencia Emocional y la escala de Satisfacción con la vida. Es no experimental de tipo correlacional y corresponde a un diseño transversal. Se encontró relación significativa entre la satisfacción con la vida y los componentes de inteligencia emocional, siendo más altas: adaptabilidad, intrapersonal, manejo de estrés y estado de ánimo general, lo que confirma la relevancia en la vida militar. En conclusión, la investigación plasma la importancia de la inteligencia emocional en la percepción de la actividad que llevan a cabo los soldados y en su grado de satisfacción con la vida. / The main objective of this research was to establish the relationship between Emotional Intelligence and Satisfaction with life in a group of soldiers in Lima between 18 and 21 years old, of both sexes. The sample consisted of 254 soldiers of both sexes, to whom the Emotional Intelligence inventory and the Satisfaction with life scale were applied. It is non-experimental of a correlational type and corresponds to a cross-sectional design. A significant relationship was found between satisfaction with life and emotional intelligence components, being higher: adaptability, intrapersonal, stress management and general mood, which confirms the relevance in military life. In conclusion, the research reflects the importance of emotional intelligence in the perception of the activity carried out by soldiers and in their degree of satisfaction with life. / Tesis

BACKGROUND AND PURPOSE OF RESEARCH: Nigeria’s National Health Insurance Scheme (NHIS) was setup to secure universal access to affordable quality care. However, after 11yrs, and despite launching different programs, NHIS coverage is still less than 3% nationally, and out-of-pocket payments (OOP) remain the major health financing mechanism. The reasons for the low level of enrollment in NHIS are not well understood. Quality of care may be a factor in enrolment. This study compares technical and perceived quality of care between NHIS enrollees and the uninsured, using diabetes as a tracer condition. It also compares OOP and generic prescription patterns by health insurance enrollment status. METHODS: We conducted a cross sectional clinic-based intercept study. Subjects were adult diabetes patients recruited from 10 NHIS accredited hospitals in Abuja, Nigeria. Data collection included survey and chart review, covering technical aspects of quality – performance of eye and feet exam and HbA1c request; perception of quality, generic medication prescribing pattern and OOP. We performed logistic regression analysis to evaluate the effect of NHIS enrollment status on the technical quality of care, perceived quality of care, generic prescribing and OOP. RESULTS: Out of 455 participants, 149 (33%) were NHIS enrollees, 10 (2%) were enrolled in private health insurance and 296 (65%) had no insurance. After adjusting for correlated data and controlling for facility, BMI, chronic disease score, age, sex, and education, patients under NHIS coverage were 0.85 times less likely to have eye exam (Cl=0.4–1.8), 0.98 times less likely to have feet exam (Cl= 0.4–2.2), and 0.98 times less likely to have A1c test requested (Cl= 0.7–1.3), compared to those without insurance. These findings were not statistically significant at alpha=0.05. On the other hand, compared to the uninsured, NHIS covered patients perceived care to be worse even though they spent significantly less, 56% (Cl=45%–69%) in OOP in public hospitals. DISCUSSION/CONCLUSION: Perception of care quality under the NHIS could be a contributory factor to the reluctance of prospective enrollees. To advance towards the goal of universal health coverage, NHIS must strengthen policy to overcome identified barriers such as medication stock outs and wait times at the facility level.

Denna studie ämnar undersöka om det existerar ett samband mellan självskattad arbetsbelastning och välbefinnande. Ytterligare ämnar studien undersöka hur stort detta samband är och i vilken riktning sambandet är. Tidigare undersökningar visar att nästan alla svaranden ansåg att normen på arbetsplatsen var att ha en hög arbetsbelastning och att de inte vågade ta upp sina bekymmer kring arbetsbelastning och välbefinnande. Ytterligare visar forskning att en tredjedel av svaranden upplevde en mycket hög arbetsbelastning. Detta är därmed ett aktuellt problem. För att undersöka syftet har en enkätundersökning genomförts med 60 respondenter mellan åldrarna 20–64 (M=34.07; SD=11.48), varav alla hade ett arbete. Resultatet visar att det existerar ett signifikant samband mellan självskattad arbetsbelastning och välbefinnande. Sambandet indikerar att låga skattningar på välbefinnande är relaterat till höga skattningar på arbetsbelastning. Resultatet visar även att det existerar olika bakgrundsfaktorer som påverkar välbefinnandet, dessa faktorer är ålder och om den anställda är heltidsanställd eller deltidsanställd. Slutsatserna är att det existerar ett signifikant samband mellan självskattad arbetsbelastning och välbefinnande på en måttlig nivå. Ytterligare slutsatser är att välbefinnandet även påverkas av anställdas ålder och typ av anställning.