O presente trabalho tem como objetivo principal a proposição de modelos ampliados para a satisfação de clientes de serviços, através da identificação de relações entre determinantes da satisfação, e da inclusão dos principais atributos e dimensões que afetam a qualidade percebida dos clientes, para vários segmentos de serviços. Para isto, o trabalho se propõe: (i) propor uma abordagem alternativa ao uso de equações estruturais para a modelagem das relações entre determinantes da satisfação de clientes em serviços; (ii) estabelecer métodos para identificar e hierarquizar atributos de qualidade percebida em serviços; (iii) propor dimensões de qualidade percebida em serviços a partir dos atributos que afetam a percepção de qualidade dos clientes e (iv) identificar relações entre determinantes da satisfação e atributos de qualidade percebida para vários tipos de serviços. Uma das principais contribuições desta teses é a proposição de uma sistemática alternativa ao uso de equações estruturais para identificar as relações entre determinantes da satisfação do cliente, seguindo procedimentos mais simples, utilizando múltiplas variáveis e sem o requerimento de amostras extensas. Além disso, os modelos ampliados para a satisfação dos consumidores de serviços podem servir de ferramenta para auxiliar profissionais das empresas de serviços a focar seus esforços e direcionar políticas estratégicas para atributos importantes para os clientes, que afetam diretamente a sua percepção de qualidade e satisfação. As características diferenciadoras dos serviços são consideradas nos modelos ampliados propostos para a satisfação de clientes, uma vez que são avaliados serviços de diferentes tipologias (no que tange a grau de tangibilidade e grau de contato e de envolvimento do cliente). / This study's main objective is to propose expanded models for customer satisfaction in services through the identification of relationships among determinants of satisfaction, and the inclusion of key attributes and dimensions that affect the perceived quality of customers for various segments of services. For this, the study intends: (i) to propose an alternative approach to structural equation for modeling the relationships among determinants of customer satisfaction in services, (ii) to explore methods to identify and rank attributes of perceived service quality; (iii) to propose dimensions of perceived quality in services considering the attributes that affect customers quality perception, and (iv) to identify relationships among determinants of satisfaction and perceived quality attributes for various types of services. One of the main contributions of this thesis is to propose a systematic alternative to the use of structural equations for identifying relationships among determinants of customer satisfaction by following simple procedures, using multiple variables and without the requirement of extensive samples. In addition, the expanded models for consumer satisfaction in services may be a useful tool for service companies to focus their efforts and direct strategic policies considering the attributes important for customers, which directly affect their perception of quality and satisfaction. The distinguishing characteristics of services are considered in the proposed expanded models for customer satisfaction, since different types of services (concerning to degree of tangibility, degree of customer contact and involvement of the client) were evaluated.

Este trabalho é voltado ao estudo das novas nuances da subordinação no contrato de trabalho, diante das transformações no modo de produção em razão da globalização e do advento de novas tecnologias. Para justificar a pertinência do estudo, demonstra-se a equivalência entre a livre iniciativa e o valor social do trabalho, de modo que a economia e o trabalho devam caminhar juntos, evitando-se desequilíbrios no sistema. Diante disso, faz-se necessário abordar a evolução histórica do subordinação dentro do direito do trabalho, bem como as definições do trabalho subordinado e os critérios empregados pela jurisprudência, diante das lacunas da lei. Consolidado o estudo da subordinação, procede-se à análise dos fatores externos que levaram as modificações no mundo do trabalho, como a recessão econômica da década de 70, os processos de globalização e a consequente automação dos modos de produção. Tais fatores levaram à criação de novas formas de prestação de serviço, que não se adequam ao padrão do trabalho subordinado, mas, ao mesmo tempo, não podem ser consideradas como autônomas, em sua integralidade. Assim, gera-se uma evasão social de trabalhadores marginalizados da proteção adequada, já que não se encaixam ao modelo praticado pelo direito do trabalho, dividido entre trabalho subordinado e autônomo. Nesse cenário, apresentam-se propostas da doutrina e jurisprudência para solucionar o problema e adequar os critérios de subordinação à realidade do trabalho. / This dissertation aims to study the new forms of subordinations in labour contract, due to the transformation in the way of production after globalization and the introduction of new technologies. In order to justify the importance of the study, it demonstrates the equivalence between free enterprise and the social value of work, so that economy and work shall walk together, avoiding disturbance at the system. Furthermore, it is necessary to refer to the historical evolution of subordination into labour law, as well as the definition of subordinate work and the criteria used by jurisprudence, considering the lack of law. Once established the study of subordination, it will proceed to the analysis of external factors that provoked modification in work, as the 70s economical recession, globalization process and automation of the ways of production. These factors conducted to the creation of new forms of services, which are not adjusted to subordinate work pattern, but at the same time, cannot be considered as full self-employed. Indeed, it generates a social evasion of employees, marginalised form correct protection, as they do not fit to the model practised by labour law, which is divided between subordinated work and self-employed. Finally, it presents proposals from doctrine and jurisprudence in order to give a solution to the problem, and adequate the subordination criteria to work reality.

A dissertação propõe-se a analisar as tipologias arquitetônicas e os padrões de implantação de edifícios destinados à produção de louças de pó-de-pedra para uso doméstico (faianças e porcelanas). Foram selecionadas para estudo dez unidades fabris construídas entre 1913 e 1940 na cidade de São Paulo e nos atuais municípios de Mauá e São Caetano do Sul. A discussão proposta vincula-se ao tema do patrimônio industrial e pretende contribuir para o reconhecimento, análise e preservação de remanescentes da arquitetura industrial paulista, bem como, ao problematizar as questões metodológicas surgidas, visa estimular trabalhos análogos para outros ramos industriais. Tem como objetivo a elaboração de um inventário retrospectivo das referidas fábricas muitas delas já desativadas , utilizando-se a documentação levantada que é composta de iconografia, publicações e estatísticas sobre a indústria, depoimentos, cartografia e, ainda, de referências aos projetos dos edifícios fabris, às técnicas construtivas empregadas em sua execução e à especialização dos ambientes produtivos, atentos às relações possíveis entre estes e suas respectivas fontes de energia e matérias-primas e estruturas auxiliares. As análises resultantes contemplaram a multiplicidade dos temas surgidos metodologia da História, tipologias arquitetônicas, técnicas construtivas tradicionais e arqueologia industrial , cotejando a bibliografia pertinente e sugerindo diretrizes para o trato com a diversidade das fontes documentais e seu uso em estudos histórico-tipológicos com vistas à preservação do patrimônio industrial. / This dissertation intends to analyse architectural typologies of the implementation patterns of buildings meant to the production of stoneware pottery for home use (faience and porcelain). Ten factory units built between years 1913 and 1940 in the city of São Paulo and in the municipal districts known at present as Mauá and São Caetano do Sul were selected for study. The proposed discussion relates to the theme of industrial heritage; it is intended to contribute for acknowledgement, analysis and preservation of the remains of São Paulo State´s industrial architecture as well as it intends to estimulate analogous paperworks on other industrial fields by problematizing methodological issues arisen. Its objective is the elaboration of a retrospective inventory of these factories many of which are now inactive using the assembled documentation comprising iconography, publications and statistics about the factory, statements, cartography, as well as references to the factory buildings projects, to the construction tecniques used and to the specialization of the production environments, attentive to the possible relations between them and their respective energy and raw materials sources, and auxiliary structures. The resulting analyses contemplate the multiplicity of themes arisen History methodology, architectural typologies, traditional construction techniques, and industrial archaeology collating pertinent bibliography and suggesting lines of direction to deal with the diversity of documental sources and its use in historical-typological studies aiming industrial heritage preservation.

Le secteur des logements présente un potentiel non négligeable d'économies d'énergie surtout au niveau du chauffage qui constitue une part importante des factures énergétiques en France. Notre travail s'inscrit dans l'optique de réduction des consommations énergétiques des logements en étudiant le transfert thermique dans les parois opaques du bâti ancien et en étudiant différentes configurations et différents types d'isolants thermiques. Après une analyse du contexte et des enjeux de la problématique énergétique des bâtiments anciens, nous avons abordé une analyse typologique des maisons anciennes lilloises en identifiant les quatre familles principales de typologies : la maison de courée, la maison ouvrière, la maison de ville et la maison bourgeoise ; en identifiant ainsi leurs ressemblances et leur variantes. Ensuite, nous avons étudié en détails le transfert thermique dans un mur en brique caractéristique de la région Nord-Pas-de-Calais; une étude expérimentale a été comparée à diverses approches théoriques en divers régimes (régime permanent, régime harmonique et régime quelconque). Après l'étude du mur dans son état initial (avant isolation), nous avons caractérisé expérimentalement cinq matériaux isolants (polystyrène, laine de bois, laine de mouton, lin et métisse) pour étudier ensuite leur apport en termes de réduction de déperditions thermiques pour le mur étudié. Nous avons appliqué expérimentalement 3 cm de polystyrène pour l'isolation du mur afin de valider la méthode théorique. Une fois cette dernière validée, une comparaison de différents matériaux isolants et différentes configurations (isolation par l'intérieur et isolation par l'extérieur) a été établie afin d'identifier la configuration et le(s) matériau(x) le(s) plus intéressant(s). Enfin, des simulations thermiques dynamiques à l'échelle du bâtiment ont été réalisées pour les différentes typologies dans le but de valider les résultats obtenus à l'échelle du mur, de comparer les performances énergétiques des différentes typologies et de quantifier les économies d'énergie possibles pour différents bouquets de travaux d'isolation. / The housing sector has a significant energy saving potential especially in terms of heating which constitutes an important part of energy bills in France. Our work joins the optics of reducing energy consumption of housing by studying heat transfer in the opaque walls of old buildings and studying different configurations and types of thermal insulation materials. After an analysis of the context and the energy’s problematic of old buildings, we discussed a typological analysis of Lille’s old houses by identifying four main families of typologies: the “courée” house, the worker’s house, the town house and the mansion, thereby identifying their similarities and variations. Then, we thoroughly studied the heat transfer in a brick wall characteristic of the Nord-Pas-de-Calais region; an experimental study was compared to various theoretical approaches in various regimes (steady state, harmonic, and random regime). After the study of the wall in its initial state (before insulation), we experimentally characterized five insulating materials (polystyrene, wood wool, sheep wool, linen and recycled textile) in order to study then their contribution in terms of heat losses’ reduction through the studied wall. We experimentally applied 3 cm of polystyrene wall insulation to validate the theoretical method. Once it was validated, a comparison of different insulating materials and configurations (interior insulation and external insulation) was established to identify the most interesting configuration and insulation material(s). Finally, dynamic thermal simulations on the building scale were carried out for the different buildings typologies in order to validate the results obtained on the wall scale, to compare the energy performance of the different building typologies, and quantify the energy savings potential for thermal insulation scenarios.

The thesis is divided into individual chapters of the theoretical and practical part. The aim is to develop and evaluate strategies for the company STAKOSOLAR Ltd. stemming both from the theoretical knowledge as well as the specific data obtained in this company. Theoretical findings were drawn from literature and other resources dealing with this issue. The practical part is devoted to the characteristics of the chosen company, applying the knowledge provided in the theoretical part on the case, the selected small businesses. Attention will be focused on the individual steps of the strategic cycle starting from firm conviction of the company's management about the necessity of defining a strategy, up to design and plan of implementation of a specific strategy for the business. The thesis outlines some of the possible options for future development, assesses their demands and the pros and cons of the possible.

This study investigates the economics of water as used by smallholder irrigation farmers in South Africa. The productivity and value of water were estimated with data from two smallholder irrigation schemes: Zanyokwe and Thabina. Production parameters such as fertilisers, seeds, pesticides, equipment, transport, labour, and water were treated as inputs. Various methodologies used to estimate water value, including cost-based approaches, were thoroughly reviewed. The aim was to select the ones with more justification for use in smallholder irrigation sector and also to compare a number of approaches. On a case study basis, three methods were applied: residual valuation method, willingness to pay and cost-based approaches (i.e. accounting costs of O&M). Water productivity and values were then evaluated as per crop, farmer, and scheme. Also, cross-section regression analysis was used to investigate the effect of some key socio-economic factors of production on gross margin and willingness to pay. The results indicated that on average, the value of water varies according to methods, crops, farmers and schemes. In the Zanyokwe scheme, water value estimated by the residual method in cabbage is higher (R1.64 per m3) than the one in dry maize (R0.35 per m3), if intensive and high yield irrigated crops are grown per year. Also, in Thabina, water value for cabbage (R1.14 per m3) outperforms water value for dry maize (R0.02 per m3. This means that there is greater potential in vegetable crops than food grain crops, although the two schemes have different irrigation systems, and such analysis is based on one-year data, which may lack accuracy. Low water valuation is ascribed to low yield and extensive cropping systems, because gross margin per hectare is very low. This signifies the need for expansion in high value crops rather than low value crops. At farm and scheme level, the results were derived by using the Smile database and simulated platform. The Smile platform is a data capturing and a calculation tool. It calculates a number of indicators, economic figures, at scheme and individual farm level, allowing for evaluation of the current situation. The results suggested that at present, the Zanyokwe scheme requires about 1 739 255 m3 of irrigation water per year. The total operational costs (accounting costs of O&M) are about R146 097.42. In other words, supplying 1 m3at farm level will cost R0.084. This implies that if irrigation charges are levied so as to cover O&M costs of the Zanyokwe scheme, the current costs (R0.084) will form only 23% of the average gross margin of R0.37 per m3 used at scheme level. Furthermore, in the Zanyokwe irrigation scheme, the results revealed that the most active and efficient farmers (specialized farmers) can make an average gross margin of R4 105 per ha per year, also achieving the highest water productivity R0.69 in gross margin per m3 consumed. However, in the Thabina scheme, the results indicated that, to supply 1 m3will cost R0.062. Thus, the current water supply costs cover about 56 % of what is earned (i.e. R0.11 per m3 used) at scheme level. Again, the most active farmers (commercially oriented pensioners) are more efficient, with average gross margin of R3 092 per ha per year, also achieving the highest water productivity (R0.53 in gross margin per m3 used). These results suggested that certain smallholder farming systems seem capable of paying for irrigation charges of their respective schemes if they are obliged to do so. As far as willingness to pay (WTP) and cost-based approaches (CBA) are concerned, the results clearly show that the active farmers in the Zanyokwe scheme have lower WTP per m3 (R0.03) than the GM of output (R0.69) per m3 of water used. Also, the accounting cost (R0.084 per m3 of water used) is lower than the GM gained. However, in the Thabina scheme, the situation is quite different. The active farmers are willing to pay R0.19 per m3 of water used. This implies that, if farmers are to pay for the charges in order to cover O&M costs, the farmers in Thabina are ready to pay as much as three times the proposed costs of O&M (R0.062 per m3 of water used), although both the WTP and the accounting cost are lower than GM gained. In these results, it is significant that both the accounting cost and the willingness to pay are lower than the GM per m3 of water used at least in the Zanyokwe scheme. Even though the data were drawn from a sample for one year only, this finding on the perception of farmers has implications for extension and training to improve future productive use. Regarding the findings from cross-section regression analysis, the results for GM (as dependent variable) in general indicated that in the Zanyokwe scheme, only credit affects output positively and significantly. Production costs have significant effect on output, but with a negative correlation. It is striking that all the other factors of production including hired labour show negative and insignificant effects on output. In the Thabina scheme, the most important factors of production in the model are land size (hectare) and production costs (Rand per ha). These two variables influence output positively and significantly. As far as WTP (as dependent variable) is concerned, the results indicated that in the Zanyokwe scheme, it is striking that in all the investigated factors, only credit affects WTP positively and significantly. All other factors are insignificant. Also, gross margin of output per m3, unexpectedly, has displayed a negative and insignificant effect on output. In the Thabina scheme, the results show that the land size per hectare, and gross margin of output per m3 affect WTP positively and significantly. Such results are consistent with the assumptions made in the conceptual framework that a farmer with high gross margin gained at farm level is more likely to pay for water costs than those with poor gross margin. On the basis of these findings, the following recommendations were formulated. Specific policies should include promotion of high value crops and improved varieties of seed for food grain crops (e.g. maize) and vegetables (e.g. cabbage). While improved agronomic practices remain important, there is also potential to increase productivity and profitability of the crops by improving water management practices at the canal-system level, such as better timing of water delivery and increased overall canal-water supplies at the farm level. Finally, from a cost recovery point of view, government should develop a program of cost sharing for capital costs of irrigation development. With regard to inter-sectoral competition, these results highlight that, if inter-sectoral competition is left to uncontrolled market forces may result in smallholder farmers' selling their water rights to sectors which value water at higher levels. To avoid a “liberal trap” such as in the example of Chile (where smallholder farmers "en masse" sold their water rights, resulting ultimately in deeper rural poverty), some form of control/management of water rights transaction involving smallholder farmers is necessary. Finally, the findings of this study can be used in various ways. Since, these values determine the farmer’s ability to pay for water now or in the future, the incentive to use water judiciously will be governed by these values. Secondly, the results can be used to evaluate whether the costs estimated and gross margin per m3 gained at farm level, are in line with the farmers’ willingness to pay. Further work is recommended to clarify these conclusions and provide more policy clarification on the better use of water by smallholder irrigation farmers in South Africa. / Dissertation (MInst.Agrar)--University of Pretoria, 2007. / Agricultural Economics, Extension and Rural Development / unrestricted

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There are a number of pressing issues facing today's educational society. Among the most controversial is the research and information surrounding the perceived positive or negative effects of parental involvement and barriers that restrict parental involvement. The purpose of this study was to examine 6 parental involvement typologies and their use and existence in 3 East Tennessee elementary schools. The Epstein (1987) typologies were used to classify parent involvement modalities. Parents who had a child enrolled in the 3rd, 4th, or 5th grade during the 2007-2008 school year were interviewed. The interviews followed an open-ended interview guide and the research is qualitative in nature. Research findings in this study were consistent with findings from a number of previous parental involvement studies. Research participants displayed an appreciation for the educational process and voiced strong opinions on parenting, communication, volunteering, decision-making, learning at home, and collaboration with the community. Barriers to parental involvement practices were addressed as were suggestions for improved parental involvement opportunities and modalities.

The bicycle as a means of transport is an important part of a more transport-efficient society as well as to reach Sweden's and the world's climate goals. It also has other advantages, it is a healthy, flexible, and surface-efficient means of transport that does not cause noise and thus provides socio-economic benefits. For more people to want to cycle, however, a cycling infrastructure that a majority of the population feels safe and comfortable with is required. An understanding of different cyclists' infrastructure preferences is therefore of great importance in planning. The purpose of this report is to investigate whether the cycling infrastructure in the city of Stockholm fulfills the degree of perceived safety and comfort which in turn makes it possible to reach the city's targeted number of cyclists. To investigate this, a literature study was conducted on the relationship between bicycle infrastructure, perceived safety and comfort and choosing the bicycle as a means of transport. Bicycle typologies are then examined to see how these relationships vary within the population. This is applied in a Stockholm context through a case study of the Alvik-KTH route where an inventory was conducted to understand the present conditions regarding bicycle infrastructure. Furthermore, an interview was conducted with officials at the City of Stockholm to understand how planning is done practically in the city and which limitations exist within bicycle planning. The study shows that there are differences in infrastructure preferences between different parts of the population. A majority prefers a traffic-separated cycling infrastructure that they feel is safe and comfortable. Currently, these preferences are not met on a large part of the Alvik-KTH route, whereby it may be difficult to reach the City of Stockholm's target for number of cyclists. The City of Stockholm has ambitions to reach a high standard of cycling infrastructure. This study shows that this standard corresponds to the preferences of a majority of the population to some extent. To meet the preferences to a greater extent, supplementary guidelines and measures are needed, which can be taken from leading cycling nations such as the Netherlands. The City also has a limited budget and a street space where many interests must come together. When and to what extent an improvement of the cycle infrastructure can take place is therefore a matter of political priorities. / Cykeln som transportmedel är en viktig del i ett mer transporteffektivt samhälle och för att nå Sveriges och världens klimatmål. Den har även många andra fördelar, det är ett hälsosamt, flexibelt och yteffektivt transportmedel som inte orsakar buller och av dessa anledningar ger samhällsekonomiska vinster. För att fler ska vilja cykla krävs dock en cykelinfrastruktur som en majoritet av befolkningen känner sig säker och komfortabel med. En förståelse för olika individers cykelinfrastrukturpreferenser är därför av stor vikt i planeringen.  Syftet med denna rapport är att undersöka om cykelinfrastrukturen i Stockholms stad uppfyller den grad av upplevd säkerhet och komfort som i sin tur gör det möjligt att nå stadens mål om antal cyklister. För att undersöka detta genomfördes en litteraturstudie kring sambanden mellan cykelinfrastruktur, upplevd säkerhet samt komfort och att välja cykeln som färdmedel. Därefter undersöks cykeltypologier för att se hur dessa samband varierar inom befolkningen. Detta appliceras i en Stockholmskontext genom en fallstudie över stråket Alvik-KTH där en inventering genomfördes för att förstå förutsättningarna för cykelinfrastrukturen. Vidare genomfördes en intervju med tjänstepersoner på Stockholms stad för att förstå hur cykelplaneringen praktiskt går till inom staden och vilka begränsningar som finns. Studien visar att det finns skillnader i infrastrukturpreferenser mellan olika delar av befolkningen. En majoritet föredrar en trafikseparerad cykelinfrastruktur som de upplever är säker och komfortabel. I dagsläget är dessa preferenser inte uppfyllda på en större del av stråket Alvik-KTH varvid det kan bli svårt att nå Stockholms stads mål om antal cyklister. Stockholms stad har ambitioner om att nå en hög standard på cykelinfrastrukturen. Denna studie visar att denna standard till viss del motsvarar de preferenser som en majoritet av befolkningen har. För att i högre grad möta preferenserna behövs kompletterande riktlinjer och åtgärder, vilka kan hämtas från ledande cykelnationer som Nederländerna. Staden har dessutom en begränsad budget och ett gaturum där många intressen ska samsas. När och i vilken utsträckning en förbättring av infrastrukturen kan ske är därför en fråga om politiska prioriteringar.