Este trabalho científico investigou o problema da avaliação da qualidade de serviços. Trata-se do exame da questão da avaliação da qualidade na prestação de serviços técnicos terceirizados (adquiridos de empresas especializadas, que colocam seus funcionários a serviço do contratante em suas instalações), por intermédio de um enfoque de múltiplos agentes abrange relacionamentos entre vários funcionários de cada uma das organizações envolvidas em um negócio, como estabelecido no Relacionamento R6 de Gummesson (2005, p. 28-29). Conseqüentemente, foram consideradas as perspectivas dos usuários e das pessoas encarregadas de zelar pela conformidade da execução do serviço em relação àquilo que foi contratado (os fiscais dos contratos dos serviços terceirizados), bem como dos representantes das empresas contratadas para a execução desses serviços (responsáveis pelos prestadores desses serviços) para a identificação de indicadores (variáveis mensuráveis) que possibilitem uma avaliação tanto da dimensão técnica quanto da dimensão funcional daqueles tipos de serviços e do pacote desses serviços, aqui denominado serviço de manutenção predial. Para tanto, foi feito um estudo de caso exploratório em uma unidade administrativa de uma organização pública autárquica, no qual foram investigados os atributos para a avaliação de quatro serviços relacionados à manutenção do edifício que ocupa (serviço de manutenção em equipamentos de geração e distribuição de energia elétrica e iluminação; serviço de manutenção em equipamentos de sistemas centrais de ar condicionado; serviço de reparos em móveis e de alterações das posições do mobiliário e das divisórias e serviço de reparos em pisos, carpetes e rede hidráulica), bem como do pacote formado pelo conjunto desses serviços (serviço terceirizado de manutenção predial). Foram empregadas múltiplas fontes de dados: qualitativos (obtidos com base em entrevistas abertas não estruturadas nos focus groups e em e em entrevistas abertas não estruturadas feitas a posteriori com alguns dos participantes desses focus groups) e quantitativos (obtidos mediante aplicação de questionários estruturados a cada uma das três categorias de agentes envolvidos e emprego de técnica de modelagem em equações estruturais com método de estimação baseado em componentes conhecido como PLS - Partial Least Squares). Em termos de resultados destacam-se a identificação de indicadores para a apuração da qualidade dos serviços investigados, assim como o exame da consistência do Modelo de Qualidade de Serviços Terceirizados de Manutenção Predial desenvolvido com base no Modelo Hierárquico de Qualidade de Serviços de Brady e Cronin Jr (2001, p.37). / This scientific work investigated the subject of service quality. It refers to the question of evaluating the quality of outsourcing technical services (from specialized firms that place their employees at the sites of the client) under the approach of multiple agents it involves relationships of several employees of each organization in a business, as stated in the Relationship R6 of Gummesson (2005, p. 28, 29). Consequently it was considered the points of view of users and of the people that make sure that the service will be executed according to what was agreed upon (inspectors of outsourcing contracts), as well as for those representing the outsourcing firms for the execution of the services (responsables for providers services), for the identification of the indicators (measurable variables) that allow an evaluations of the technical dimension as well as the functional dimension of those types of services and the package of the services, here referred to as building maintenance. To that effect an exploratory case study was made in an administrative unit of a public organization in which it was investigated the attributes for the evaluation of four kinds of services related to maintenance (equipments for generation and distribution electric power and lightning; maintenance services for air conditioning; furniture repair and layout of the furniture and positions of working cells, floor and carpet repair, and pipe network), and the set formed by these services (third party service of building maintenance). Multiple sources of data were used: qualitative (obtained from open unstructured interviews on focus groups and a posteriori unstructured open interviews with some participants of these focus groups) and quantitative (obtained from structured questionnaires for each of the three categories of agents involved and based on the technique of structural equations modeling using the method of estimation known as PLS Partial Least Squares). As regards the results of this study, we point out the indicators that survey the quality of services investigated, as well as the analysis of the consistency of the Building Maintenance Outsourcing Quality Model based on the Hierarchical Service Quality Model by Brady and Cronin Jr (2001, p. 37).

The interest in telecommuting stems from the potential benefits in alleviating traffic congestion, decreasing vehicle miles traveled (VMT), and improving air quality by reducing the necessity for travel between home and the workplace. Despite the potential economic, environmental, and social benefits, telecommuting has not been widely adopted, and there is little consensus on the actual impacts of telecommuting. One of the major hurdles is lack of a sound instrument to quantify the impacts of telecommuting on individuals’ travel behavior. As a result, the telecommuting phenomenon has not received proper attention in most transportation planning and investment decisions, if not completely ignored. This dissertation addresses the knowledge gap in telecommuting studies by examining several factors. First, it proposes a comprehensive outline to reveal and represent the complexity in telecommuting patterns. There are various types of telecommuting engagement, with different impacts on travel outcomes. It is necessary to identify and distinguish between those people for whom telecommuting involves a substitution of work travel and those for whom telecommuting is an ancillary activity. Secondly, it enhances the current modeling framework by supplementing the choice/frequency approach with daily telework dimensions, since the traditional approach fails to recognize the randomness of telecommuting engagement in a daily context. A multi-stage modeling structure is developed, which incorporates choice, frequency, engagement, and commute, as the fundamental dimensions of telecommuting activity. One pioneering perspective of this methodology is that it identifies non-regular telecommuters, who represent a significant share of daily telecommuters. Lastly, advanced statistical modeling techniques are employed to measure the actual impacts of each telecommuting arrangement on travelers’ daily activity-travel behavior, focusing on time-use analysis and work trip departure times. This research provides a systematic and sound instrument that advances the understanding of the benefits and potentials of telecommuting and impacts on travel outcomes. It is expected to facilitate policy and decision makers with higher accuracy and contribute to the better design and analysis of transportation investment decisions.

Nas metodologias de mapeamento de QTLs tradicionais, a relação de causalidade entre os caracteres fenotípicos e QTLs normalmente não são consideradas. O desenvolvimento deste trabalho contou com a utilização de dados longitudinais de crescimento de progênies oriundas do cruzamento entre os parentais PB217 e PR255 de um plantio de seringueira, localizado em uma área com dois períodos bem definidos ao longo do ano (altas e médias temperaturas; altas e baixas taxas precipitação). O experimento contém 4 medidas de incremento em diâmetro e altura, que são componentes periódicos do crescimento total da cultura, mensurados em um intervalo de dois anos (entre os 18 aos 52 meses de idade das plantas), sendo dois períodos em estação climática favorável ao desenvolvimento e dois em estação desfavorável, intercalados. Dessa forma foram estudados os parâmetros de relacionamento fenotípico e genético com objetivo de construir um diagrama de arquitetura genética que pondere relações de causalidade. Para modelar os dados fenotípicos foi realizado um elaborado modelo multi-caracteres que contemplou a variação espacial das parcelas experimentais e a variação entre os períodos de medição. Para tanto, foram ajustadas matrizes de variância-covariância (VCOV) adequadas à realidade dos dados, e incorporados dados meteorológicos que descrevessem cada um dos períodos. A partir destes modelos, os valores genotípicos ajustados foram utilizados na detecção dos QTLs. Posteriormente, fenótipos e genótipos foram articulados em um diagrama causal estrutural capaz de inferir sobre padrões genéticos de comportamento de crescimento da cultura. Foram mapeados um total de 13 QTLs, sendo que dois deles foram coincidentes para componentes periódicos de diâmetro nos períodos de estação desfavorável. Foi possível identificar efeitos aditivos e devido à dominância interessantes para o desenvolvimento em períodos de menores temperaturas, apontar o parental PR255 como portador de alelos importantes no desenvolvimento em clima adverso, estimar efeitos indiretos de QTLs não mapeados para determinadas características e explicar o padrão comportamental de crescimento no período em que as progênies foram avaliadas. Esta abordagem demonstrou-se proficiente para utilização em programas melhorando genético assistido por marcadores, por agregar informações pertinentes à seleção dos melhores materiais genéticos. / In traditional methodologies of QTL mapping, the causal relationship between phenotypic characters and QTLs are usually not considered. The development of this work involved the use of longitudinal growth data of progenies from parental PR255 and PB217 of a rubber tree plantation, located in an area with two periods of high and medium temperature and low and high precipitation rates well defined throughout the year. The experiment contains four measures of increment of diameter and height, which are periodic growth components of the total crop growing at an interval of two years (from 18 to 52 months old plants), two periods in a favorable climate station and two in a adverse station, intercalated. Was studied the parameters of phenotypic and genetic relationships in order to construct a diagram of genetic architecture to examine these causal relationships. A multi-trait-multi-occasion model that take into consideration spatial variation and climatic variation was developed. It also contains a variation-covariation matrix with appropriate to the reality of the data were adjusted and incorporated meteorological data was conducted to describe each of the periods. From these models the adjusted genotypic values were used in the detection of QTLs and later phenotypes and genotypes were linked in a structural causal diagram to infer about the genetic patterns of behavior. A total of 13 QTLs were mapped to the periodic growth components and total growth. The genetic architecture was able to identify additive effects and effects due dominance interesting to the development in periods of lower temperatures and drought, pointing parental PR255 as carrier of important alleles to development in adverse weather, estimating indirect effects of QTLs that were not mapped to certain characteristics and explain the physiological behavior pattern of growth in the period in which progenies were evaluated. This approach proved to be proficient to use in breeding programs aiming to implement marker assisted selection.

[pt] Este trabalho apresenta algumas contribuições ao estudo da estimação da satisfação do consumidor. As contribuições originais são: a) uma resenha abrangente sobre os métodos de estimação da satisfação, principalmente sobre os baseados em Modelos de Equações Estruturais, categorizados em: modelos baseados em estruturas de covariâncias (MEC) e modelos baseados em mínimos quadrados parciais (MQP); b) uma análise comparativa dos métodos de estimação de escores dos modelos MEC e MQP, através da quantidade de informação dos escores estimados em relação aos verdadeiros, com base no modelo de Satisfação do Consumidor da ANEEL (IASC); c) um modelo alternativo unidimensional para o IASC baseado no modelo de Respostas Graduadas de Samejima, da Teoria da Resposta ao Item (TRI). Sobre a análise comparativa dos métodos de estimação de escores, verificou-se que o MQP estimou escores com maior precisão principalmente quando as relações do modelo foram, em módulo, mais fracas; ao contrário do MEC que se destacou quando as relações do modelo foram mais fortes. Sobre o modelo baseado na TRI, algumas vantagens foram observadas em relação aos Modelos de Equações Estruturais, principalmente no que tange à análise individual e comparativa dos itens da pesquisa. Por último, constatou-se que ambas as metodologias são relevantes para o IASC e por isso deveriam ser aplicadas em conjunto para orientar as ações dos gestores e os investimentos para a melhoria dos serviços prestados pelas distribuidoras. / [en] This work presents a study of statistical models used for estimation of the customer satisfaction. The main contributions are: a) a general description about the estimation methods of the customer satisfaction, mainly about the methods based on Structural Equation Models, grouped by: CSM (Covariance Structure Model) and PLS (Partial Least Square); b) a comparison between the estimation methods of the LISREL (Linear Structural Relations) and PLS with base on information function between the estimated scores and the true ones. The used model was the Brazilian Customer Satisfaction Index for Electric Energy (IASC) of the ANEEL (Brazilian Electricity Regulatory Agency); c) an alternative unidimentional model for the IASC based on the Samejima´s Model for Graded Response of the Item Response Theory (IRT). About the comparative analysis of the scores estimation methods, the PLS was better than LISREL if the latent variables relations were weak, in module. In opposite, LISREL was the best when the latent variables relations were stronger. However, this analysis was based on simulated data and it was necessary to consider some conditions to guarantee validity, estimation convergence and good fit of the models. About the proposed model based on IRT, many benefits were observed if compared with Structural Equation Models, mainly with regard to survey item analysis. Finally, it was observed that both methodologies are important to improve IASC methodology, so they have to be used together to guide the manager actions and the investments to improve utilities services for the customers.

Le handicap de l’enfant peut avoir des conséquences sur des dimensions de la vie familiale : santé physique et psychologique, relations sociales et familiales, temps de prise en charge, emploi et poids économique. Mieux connaître les facteurs liés à cet impact permettrait d'en limiter les conséquences négatives sur la vie familiale.L’impact familial de la paralysie cérébrale (PC) d’adolescents européens a été étudié en 2009 et des facteurs personnels, sociaux et environnementaux de leurs familles également recueillis. Un questionnaire sur l’impact familial du handicap dans 5 des 7 dimensions identifiées dans la littérature a été utilisé. Etendu aux dimensions manquantes par l’ajout de 4 questions, l’outil amélioré a été validé dans le cadre de cette enquête européenne.Un modèle théorique fondé sur le modèle d’adaptation Double ABCX a été confronté aux données. Sont mis en relation des éléments de perturbations de l’équilibre familial, liées à l’enfant ou à l’environnement (A), des ressources disponibles pour faire face (B), la perception de conséquences négatives (C) et le degré d’adaptation familiale, mesurée par la détresse psychologique (X). La modélisation par équations structurelles a permis de valider un modèle estimant des coefficients de corrélation significatifs entre les variables selon une méthode itérative par moindres carrés pondérés (WLSMV). 57,4% de la variance de la détresse psychologique a été expliquée par des perturbations (A) : âge avancé de l’adolescent (bêta=0.19), absence d’emploi des parents (bêta=0.25), sévérité de la déficience motrice (bêta=0.23), sévérité des troubles du comportement de l’adolescent (bêta=0.45) ; par des ressources (B) : accès à des modes de garde extérieurs (bêta=-0.15), degré de dysfonctionnement familial (bêta=0.40), sentiments positifs du parent par rapport au handicap (bêta=-0.16) ; et enfin par l’impact négatif perçu (C) sur la santé des membres de la famille (bêta=0.45). Des éléments de (A) et de (B) influençaient l’impact négatif perçu dans d’autres dimensions de vie familiale. D’après ce modèle, l’adaptation de la famille face au handicap de l’adolescent semble se jouer plus autour de la qualité du fonctionnement familial que sur la mise en place de compensations physiques ou financières. Il est donc important de mettre en place des actions permettant aux familles d’améliorer les différentes dimensions de ce fonctionnement. L’utilisation d’outils de mesure validés peut aider à évaluer et sélectionner des interventions les plus efficaces pour gérer les troubles du comportement chez l’enfant en situation de handicap, augmenter l’autonomie de l’enfant, favoriser le bon fonctionnement familial, ou promouvoir les attitudes parentales positives face au handicap.L’absence d’emploi influençant le bien-être psychologique, cette situation a été étudiée pour les mères d’enfants en situation de handicap. A partir de données disponibles, nous avons constaté qu’en tenant compte de nombreuses caractéristiques de l’enfant et de la famille, la présence d’une déficience intellectuelle chez l’enfant et un bas niveau d’études de la mère ou le non-emploi du père influençaient significativement le risque de non-emploi de la mère.Par ailleurs, les mères d’enfants en situation de handicap sévère se sont avérées proportionnellement plus nombreuses que la population générale à être sans emploi (47,2% contre 31,4%). En revanche, les mères d’enfants avec PC interviewées lors d’une enquête n’étaient pas plus sans emploi que les mères de la population générale, remettant en question l’usage de la PC comme modèle du handicap, pour l’étude des conséquences familiales.L’étude de l’impact du handicap est encore trop rare en Europe et les effets de possibles interventions mal connues. Il est important de développer la recherche dans ce domaine pour améliorer le quotidien de ces familles et offrir à l’enfant en situation de handicap le meilleur environnement possible pour son développement. / The child's disability could impact family life in several dimensions: physical and psychological health, social and family relationships, time management, employment and economic weight. Knowledge about the factors related to this effect will limit the negative impact on family life.The family impact of the cerebral palsy (CP) in European adolescents was studied in 2009 and the personal, social and environmental factors of these families were also collected. A questionnaire measuring 5 dimensions of the 7 identified in literature was used. Extended to missing dimensions by adding four questions, this improved tool has been validated in the framework of this European survey.A theoretical model based on the Double ABCX model of family adaptation has been compared to the situation observed by these families, linking the stressors related to the child or the family environment (A), the resources available to cope with (B), the negative perceived impact in different dimensions of the family life (C) and the level of family adaptation, measured by the parental psychological distress (X). Structural equation modelling was used to validate a model estimating significant correlation coefficients between variables by an iterative method using weighted least squares (WLSMV). 57.4% of the variance in psychological distress was explained by stressors (A): age of the adolescent (beta=0.19), parental unemployment (beta=0.25), the severity of motor impairment (beta=0.23), the severity of behavioural disorders in adolescents (beta=0.45); by resources (B), the access to support in the childcare (beta=-0.15), the level of family dysfunction (beta=0.40), the parental positive attitude towards disability (beta=-0.16); and finally by the negative perceived impact (C) on the health of family members (beta=0.45). Some elements from (A) and (B) explained the perceived family impact in various dimensions of family life. Based on this model, in adolescence the family adaptation to disability seems to be more played out on quality of family functioning than on physical adaptation or financial compensation. Thus it is important to implement process to enable families to improve different aspects of this functioning. The use of validated measurement tools can help to assess and select the most effective interventions to manage behavioural problems in children with disabilities, to increase the autonomy of the child, to promote family functioning or parental positive attitudes towards disability.A lack of employment affecting the psychological well-being, this has been studied for mothers of children with disabilities. From an analysis of available data, we found that taking into account many characteristics of the child and family, the presence of an intellectual impairment in children and a low level of education of the mother or the father’s nonemployment appeared to significantly influence the risk of non-employment of the mother. On the other hand, the mothers of children with severe disabilities were more likely than the general population to be not employed (47.2% against 31.4%). But in contrast, mothers of children with CP interviewed during a survey were not more unemployed than mothers in the general population; calling into question the use of CP as a model of disability to study family consequences.The study of the impact of disability is still too rare in Europe and the effects of possible interventions little known. It is important to develop research in this area to improve the lives of these families and provide children with disabilities the best possible environment for its development.The study of the impact of disability is too rare in Europe and little is known on the effects of possible interventions. It is important to develop research in this area to improve the life for these families and to provide for disabled children the best possible environment for its development.

Vehicle ownership and utilization have a profound influence on activity-travel patterns of individuals, vehicle emissions, fuel consumption, highway capacity, congestion and traffic safety. The influence could be further skewed by the diversity of the vehicle fleet. This thesis presents a detailed analysis of the 2001 National Household Travel Survey data to understand the vehicle ownership patterns, fleet mix, allocation and utilization in the context of household and person socio-demographic characteristics. Along with a rich descriptive analysis, models of vehicle ownership and utilization are estimated to distinguish four vehicle types; cars, SUVs (sport utility vehicles), vans and pickup trucks based on their ownership by households and utilization patterns by household members. The primary driver level vehicle utilization analysis provides insights into the extent of allocation of a vehicle to a single person. In addition to confirming many perceptions about the ownership, acquisition and utilization patterns of different types of vehicles, this analysis brings out some subtle differences and similarities among the vehicle types. The analysis results indicate a greater propensity to acquire and use larger vehicles such as minivans, sports utility vehicles and pickup trucks among certain socio-demographic segments of population. Increased ownership and use of vans and SUVs, and their usage as personal vehicles rather than just work vehicles warrants a need to revise vehicle type specific policies, transportation planning and control measures.

Flourishing economy, rapid industrialization and increasing trend of motorization have been shaping societies in the developing countries like India in an unprecedented manner.Infrastructure backlog amid such rapid growth in all imaginable directions has heavily exacerbated the urban transport crisis in these countries by alarming increase in vehicular travel demand, road fatalities, and environmental pollution. To address urban transport challenges, the necessary development and implementation of effective transport planning and policies have generally lagged in the developing countries compared to that seen in the developed countries due to several constraints including resource constraints, knowledge constraints, institutional constraints and so on. However, in the recent past, with the rapid development seen by several emerging economies and the explosive growth in transportation infrastructure investment, there is a growing interest in the development and implementati on of advanced travel demand modeling systems in developing countries. But lack of necessary research and exploration of travel behavior in a developing country context has left very limited knowledge for us to understand the extent of applicability of these advanced theories and methodologies in a different socio-cultural perspective. Assessing the practical relevance of the subject, this research adopts a comprehensive approach to explore the activity engagement pattern and time use behavior from a developing country standpoint. To accomplish this goal, a series of empirical and analytical studies are performed on a household travel survey data set available from Thane Metropolitan Area in India. The study also introduces new concepts and facilitates enhancements of existing modeling methodologies in the field of travel behavior and time use research. The study results provide very insightful findings and plausible interpretations consistent with a developing country perspective reco gnizing a wide spectrum of differences and similarities in activity patterns and time use behavior between a developed and a developing country. Specified model structures are meaningfully able to incorporate various socio-cultural and institutional constraints and reflected sensitivity to the behavioral variability between the contexts suggesting that advanced analytical techniques may be satisfactorily applied on the data set from developing countries which may contribute important ingredients in the development of advanced activity-based model system in the countries like India.

Coordenação de Aperfeiçoamento de Pessoal de Nível Superior / The convertibility that money allows, makes him an object simultaneously universal, present in every moment of economic life and that this constitutes a significant part of social life (Moreira, 2000). In this work, we seek to understand the financial behavior of young people who move to Santa Maria in order to study and therefore find themselves in greater contact with personal finance by distance from their families. The present study is characterized as a descriptive and quantitative, the sample being studied natural population of young graduates from other cities who attend undergraduate programs, using questionnaires based on this scale Schwartz Meaning of Money (1992) adapted by Moreira (2000). 500 questionnaires were obtained to apply the analysis techniques. As the main technique used was factor analysis and Structural Equation Modeling. Other tests were also used to determine the suitability of the model and further results, for example, the Bartlett test of sphericity, Kaiser-Meyer-Olkin (KMO), among others. The results showed 10 factors: 'conflict', 'positive power', 'progress', 'pleasure', 'culture', 'negative power', 'detachment', 'suffering', 'generosity' and 'stability'. The factor 'conflict' could explain 12.65% of the variance and the factor 'positive power' explained 9.13% of the variance. The highest average was presented by a factor of 'stability' to 3.84 while the lowest average was related to the factor 'suffering' 2.68. / A conversibilidade que o dinheiro possibilita, faz dele um objeto concomitantemente universal, presente em todos os momentos da vida econômica cotidiana e que esta constitui parte significativa da vida social (MOREIRA, 2000). Assim, neste trabalho, busca-se entender o comportamento financeiro dos jovens que se mudam para Santa Maria, RS, Brasil com o intuito de estudar e assim sendo se vêem em um maior contato com finanças pessoais pela distância de suas famílias. O presente estudo se caracteriza como uma pesquisa descritiva e quantitativa, sendo a amostra estudada a população de jovens graduandos naturais de outras cidades que freqüentam cursos de graduação, utilizando para isso questionários baseados na Escala de Significado do dinheiro de Schwartz (1992) adaptada por Moreira (2000). Foram obtidos 500 questionários para aplicar as técnicas de análise. Foi utilizada a Análise Fatorial e a modelagem de Equações Estruturais. Outros testes também foram usados para determinar a adequação do modelo e aprofundar os resultados, como por exemplo: o teste de esfericidade de Bartlett, teste Kaiser-Meyer-Olkin (KMO), entre outros. Os resultados mostraram 10 fatores: conflito , poder positivo , progresso , prazer , cultura , poder negativo , desapego , sofrimento , generosidade e estabilidade . O fator conflito conseguiu explicar 12,65% da variância e o fator poder positivo explicou 9,13% da variância. A maior média foi apresentada pelo fator estabilidade com 3,84 enquanto a menor média foi relacionada ao fator sofrimento 2,68.

Made available in DSpace on 2014-12-17T13:53:35Z (GMT). No. of bitstreams: 1 KarllaKGS.pdf: 352879 bytes, checksum: 56aa97792294b6bbe54984466dff1580 (MD5) Previous issue date: 2006-07-21 / This study shows the results of an exploratory-descriptive research that aimed to identify the latent dimensions of communication, as well as finding relations between such dimensions and organizational image. The sample came to a total of 267 respondents, being 89 managers or owners and 178 salespeople of clothing and footwear stores that are situated in the main five shopping centers located in Natal, capital of Rio Grande do Norte. The collection of the data was made by the use of two structuralized and validated instruments, being the answers measured in the likert scale of 6 points. For the measurement of communication it was used the instrument developed by Downs and Hazen (2002), made up of 8 latent dimensions and 32 indicators. For the image it was used the model of Mael and Ashforth (1992) that contains 5 indicators. The analysis of the data was made through of the use of statistical techniques of factorial analysis and structural equations modeling. The results of the factorial analysis demonstrated communication as being formed by five latent dimensions. The modeling, on the other hand, demonstrated to exist positive relations between communication and organizational image, whose results revealed that the image is influenced by the communication with the supervisor, by the organizational integration and as being stronger explained by the vertical communication / Este estudo apresenta os resultados de uma pesquisa de campo de car?ter explorat?rio-descritiva que teve por objetivo identificar as dimens?es latentes da comunica??o, bem como encontrar rela??es entre tais dimens?es com a imagem organizacional. A amostra contou com um total de 267 respondentes, sendo 89 gerentes ou propriet?rios de lojas e 178 vendedores de lojas de vestu?rio e cal?ados situadas nos cinco principais shopping centers de Natal, capital do Rio Grande do Norte. A coleta dos dados foi feita mediante a utiliza??o de dois instrumentos estruturados e validados, com respostas medidas em escala likert de 6 pontos. Para a mensura??o da comunica??o foi utilizado o instrumento desenvolvido por Downs e Hazen (2002), composto de 8 dimens?es latentes e 32 indicadores. Para a imagem foi utilizado o modelo de Mael & Ashforth (1992), com 5 indicadores. A an?lise dos dados foi realizada mediante a utiliza??o das t?cnicas estat?sticas de an?lise fatorial e modelagem de equa??es estruturais. os resultados da an?lise fatorial demonstraram a comunica??o como sendo formada por cinco dimens?es latentes. J? a modelagem demonstrou existir positivamente rela??es entre a comunica??o com a imagem da empresa, cujos resultados revelaram que a imagem ? influenciada pela comunica??o com o supervisor, integra??o organizacional e sendo mais fortemente explicada pela comunica??o vertical

Made available in DSpace on 2016-03-15T19:31:17Z (GMT). No. of bitstreams: 1 David Ferreira Lopes Santos.pdf: 3616183 bytes, checksum: 96b9a91b8bbd9ef9609c7216cc3ae1a6 (MD5) Previous issue date: 2009-03-09 / Fundo Mackenzie de Pesquisa / The work was developed under the assumptions of evolutionary theory and the theorybased resources in order to contribute to the construction of the theory of innovation, and work the relationship of causality between innovation and performance, with the object of analysis the firm. Thus, the research sought to identify and influence of investment in innovation in business performance, including the formulation of a risk model for the ability to innovate, while an appeal of the company. We used the basis of PINTEC concerning the years 2000, 2003 and 2005 combined with financial reporting bases of Serasa and Gazeta Mercantil, which has a sample average of more than 1,500 companies each year. The methodology employed was structural equation modeling, given the need to create latent variables that best explain the relationship between innovation and performance. Factor analysis and regression were also used as a way to support the methodological procedure adopted. The results confirmed the hypothesis set, it was possible to identify the influence of innovation in the company's performance by means of structural equation and a new model was proposed for the risk of resource innovation, from knowledge of the influence of the performance of the firm. / O trabalho foi desenvolvido sob as premissas da teoria evolucionária e da teoria baseada em recursos de maneira a contribuir com a construção da teoria da inovação, bem como trabalhar a relação de causalidade entre inovação e desempenho, tendo como objeto de análise a firma. Desta forma, a pesquisa procurou identificar e influência dos investimentos em inovação no desempenho empresarial, incluindo a formulação de um modelo de risco para a capacidade de inovar, enquanto um recurso da empresa. Foram utilizadas as bases da PINTEC referente os anos de 2000, 2003 e 2005 combinadas com informações financeiras de bases do SERASA e Gazeta Mercantil, o que permitiu uma amostra média superior a 1.500 empresas para cada ano. A metodologia empregada foi a modelagem de equações estruturais, face a necessidade de se criar variáveis latentes que melhor explicassem a relação entre inovação e desempenho. Análise fatorial e de regressão também foram utilizadas como forma de apoiar o procedimento metodológico adotado. Os resultados confirmaram as hipóteses estabelecidas, pois foi possível identificar a influência da inovação no desempenho da empresa por meio das equações estruturais, bem como foi proposta uma nova modelagem para o risco do recurso inovação, a partir do conhecimento da influência deste no desempenho da firma.