Background - Generation Z is the future larger group of consumers. Members of thisgeneration are key in the strategy of brands to remain competitive in the long-term. Buttheir loyalty is more difficult to get compared to other generations. It is assumed that itis linked to their specific expectations and the way brands handle them. Thus, theobjective of this study is to determine the real influence of these particular expectationson the two dimensions of Gen Z brand loyalty, attitudinal and behavioural.Method - Several hypotheses about the relationships between attitudinal loyalty,behavioural loyalty, ethical position, omnichannel experience, value for money,entertaining content and authenticity have been made. To confirm them, a questionnairetargeting French Gen Z and focusing on fashion brands has been sent via social mediaand answered by 150 respondents.Findings - The results of linear regressions show that value for money has a positiveinfluence on both attitudinal and behavioural loyalty. Also, omnichannel experienceinfluences behavioural loyalty positively while entertaining content influencesattitudinal loyalty positively. On the contrary, entertaining content has a negative impacton behavioural loyalty. So attitudinal loyalty as a moderating effect as its influence onbehavioural loyalty is positive. Ethical position and authenticity did not show anysignificant results.Conclusions - Value for money, omnichannel experience and entertaining content areespecially important to consider when it comes to Gen Z loyalty. Quite the reverse,ethics and authenticity are not as essential as suggested by many researchers andmarketers. Beyond this, the study contributes to knowledge by proving that brandloyalty should not be considered as a unit but as a multi-dimensional concept. Gen Zexpectations do not have the same influence on attitudinal and behavioural loyalty somarketers should be aware of that when building their strategy.

The study aimed at describing patients’ satisfaction with health care services provided in the city of Johannesburg. The research sample consisted of adult male and female patients who visited region E clinics for health services. Questionnaires were used to collect data and descriptive statistics for data analysis. Findings indicated that patients were generally satisfied with health care services provided. Recommendations included ongoing staff training to improve quality of health care and public information and education campaigns to foster community awareness and understanding of health services, develop a sense of ownership thereof, and encourage positive participation. / Health Studies / M.A. (Health studies)

鑒於財政負擔加重以及對政府服務效率之檢討，歐美各國逐步發展出以民間融資創建 (Private Finance Initiative, PFI) 之方式提供公共服務。為判斷由政府自辦或PFI 何者較具效益，英國政府提出公帑節省價值 (Value for Money, VfM) 評估。經考量專案全生命週期之成本，並調整風險與折現後，若公私協力較政府自辦在相同服務水準下所需成本較少，則稱其具備VfM。公私協力主要效益之一在於將部分建造及營運之風險由政府移轉予民間。因此，如何量化可移轉之風險對VfM的評估結果影響甚鉅。英國提出以「樂觀偏誤」 (optimism bias, OB) 量化由政府自辦須承擔的追加預算、延遲完工或利益短少之風險，並委託 Mott MacDonald 研究過去重大公共採購案件，得出樂觀偏誤之參考值，提供評估者合理估算樂觀偏誤的基準。本文研究英國的評估方式及經驗，針對 Mott MacDonald 之研究方法作進一步研討。接著以臺灣機場捷運建設案為例，計算其樂觀偏誤，並嘗試運用 Mott MacDonald 之研究方法加以分析。最後探討 Mott MacDonald 之研究方法在臺灣運用的適切性，且對樂觀偏誤之研究方法提出建議。

英國針對像道路、國防及學校這種些自償率很低的公共建設，發展出PFI模式，以深化、廣化民間參與公共建設之政策。不同於BOT模式之民間廠商向使用者收取費用以收回其興建及營運成本，PFI模式下之特許廠商係根據其績效表現與合約的符合程來向政府收取均付款費用，以回收其興建及營運成本。英國強調，並非所有專案皆適合以PFI模式辦理，僅在專案通過三階段的評估，證明具有公帑節省之價值（value for money, VfM）時，方得採用PFI模式辦理。 臺灣大學之學生和家長對於現有的學生宿舍過於老舊、擁擠、軟硬體設施不足及安全問題一直有所垢病。故台灣大學遂與太子建設公司合作興建BOT學生宿舍並加強整修工程，期能解決現有學生宿舍的問題。本研究先分別模擬政府自建及BOT模式，再計算「風險調整後之公部門比值」與「PFI模式下之相關成本」，並將此兩項數值進行比較，以檢視臺大學生宿舍若以PFI模式興建是否具有「公帑節省之價值」。其結果顯示，若以PFI模式興建臺灣大學學生宿舍，則具有約29.13億之「公帑節省之價值」，即可為臺大校園節省約29.13億之成本，故臺大學生宿舍採PFI模式興建具有可行性。

The thesis explains the formation of the PPP project feasibility study as an essential document in the preparatory phase of the project lifecycle. Its closer focus is on the economic evaluation of the investment project implementation using the PPP compared to the implementation using public procurement. The practical part refers to a specific example of calculating of the public sector comparator that is compared with the referential project and a value of money is determined as an indicator of profitability of both forms of implementation.

A modalidade de contratação via parceria público-privada (PPP) vem sendo cada vez mais utilizada no mundo todo. No Brasil, foi criada pela Lei nº 11.079 e vem crescendo impulsionada pelos megaeventos esportivos como a Copa do Mundo de 2014 e as Olimpíadas em 2016, especialmente na área de infraestrutura em mobilidade urbana. Esta dissertação tem como objetivo fazer uma avaliação por value for money (VfM) da contratação e mérito de um projeto de PPP em um protótipo de uma linha de metrô na cidade de São Paulo baseado na atual Linha 6-Laranja. Após a avaliação, também será verificado o mérito pela escolha de um projeto de PPP de um segundo protótipo similar a Linha 4-Amarela do metrô de São Paulo, o que possibilitará a análise de qual o maior VfM entre dois protótipos de PPP de linhas de metrô, com escopo e divisão de riscos distintos, sendo um similar à Linha 6-Laranja e outro similar à Linha 4-Amarela, permitindo verificar qual a opção de melhor eficiência e retorno exigido pelo ente privado em projetos dessa magnitude, além de identificar as principais dificuldades e propor recomendações e melhorias. A metodologia do estudo é baseada na construção de um modelo de estimativa de custo e receita de linha-protótipo na cidade de São Paulo, tendo como base projetos similares no Brasil e no exterior, fundamentação teórica especializada do setor bem como avaliação de aspectos jurídicos e econômico-financeiros. Dentre as conclusões, observou-se a existência de mérito pela escolha por projetos de PPP em futuras linhas de metrô e, em razão das dificuldades do setor público em tocar grandes obras, com a falta de investimento e expertise em planejamento, da necessidade de melhoria no regime de contratação, com a criação de câmaras especializadas para discutir a viabilidade e a adequada transferência dos riscos entre o ente privado e o Estado em projetos de PPP verificados por meio da comparação do VfM entre os dois protótipos propostos. / The contracting mode public-private partnership (PPP) has been increasingly used in the world, and in Brazil, created by Law No. 11,079, is growing driven by mega sporting events like the World Cup 2014 and the Olympics in 2016, especially in infrastructure of urban mobility area. This thesis aims to make a value for money analysis for a PPP model contracting and therefore the credit through the contractual mode (PPP) of a prototype subway line in the city of Sao Paulo based on current Line 6 - Orange. After such an evaluation, it will also be verified through another prototype like Line 4 - Yellow which will enable the analysis of the higher value for money between the two prototypes of PPP existing in São Paulo with different scopes, one based on subway Line 4 - Yellow and other as the Line 6 - Orange, allowing to check the returns required by private entity in projects of this magnitude, in addition to predict the main difficulties and make recommendations and improvements. The study methodology is based on building a model to estimates costs and revenues of a prototype subway line in Sao Paulo city through a PPP model, based on Brazilian and international similar projects, specialized literature of the sector as well the assessment of legal, economic and financial aspects. Among conclusions, it was found that, given the difficulties of the public sector in leading major projects, such as lack of investment and expertise in planning, there is need for improvement in the procurement regime, such as the creation of specialized chambers to discuss the feasibility and appropriate division of risks between the private entity and the State in PPP projects through the comparison of both prototypes value for money proposed.

Submitted by Lívia Magro de Souza (liviamagro@gmail.com) on 2015-10-26T17:35:14Z No. of bitstreams: 1 Dissertação_out2015_FINAL.pdf: 3497467 bytes, checksum: 830e2d68aa1f2066156ea38e40652cb6 (MD5) / Approved for entry into archive by Fabiana da Silva Segura (fabiana.segura@fgv.br) on 2015-10-26T17:35:49Z (GMT) No. of bitstreams: 1 Dissertação_out2015_FINAL.pdf: 3497467 bytes, checksum: 830e2d68aa1f2066156ea38e40652cb6 (MD5) / Made available in DSpace on 2015-10-26T17:54:38Z (GMT). No. of bitstreams: 1 Dissertação_out2015_FINAL.pdf: 3497467 bytes, checksum: 830e2d68aa1f2066156ea38e40652cb6 (MD5) Previous issue date: 2015-09-25 / The fact that the Brazilian State shall, in accordance with its Constitution, guarantee the right of its citizens to health does not necessarily mean that the provision of these services must be made directly by the government. Partnerships with social organizations, established by Federal Law 9.637 / 1998 and regulated by the Management Contract, claim to offer an alternative to the efficiency, agility and flexibility in health care. However, the structure of management contracts with Health Social Organizations (OSS, in Portuguese), drawn up with the negotiation of goals and performance indicators, cannot be considered, in isolation, as guarantee factor to the adequate provision of such public services. In this context, it is crucial to consider the arrangements organized by the government to ensure that the services offered represent what citizens consider value. This work focuses on the partnerships established with OSS under the state government of Sao Paulo. The interviews and research undertaken for this study show that, in order to operate this partnerships from the perspective of value-for-money and fostering public value, it is necessary to implement some improvements, such as: the listening mechanisms to citizens, collaborative governance arrangements among federated entities, alignment with regulatory agencies and, above all, qualifying the organizational capacity of the state and OSS, through the review of the willing targets and indicators in management contracts. / O fato de que o Estado brasileiro deve, de acordo com sua Carta Magna, garantir o direito de seus cidadãos à saúde não significa, necessariamente, que a provisão destes serviços tem de ser feita diretamente pelo poder público. As parcerias com organizações sociais, previstas na Lei Federal 9.637/1998 e regulamentadas pelos Contratos de Gestão, pretendem oferecer uma alternativa à eficiência, agilidade e flexibilidade na assistência à saúde. Entretanto, a estrutura dos contratos de gestão com Organizações Sociais de Saúde (OSS), elaborada com a pactuação de metas e indicadores de desempenho, não pode ser considerada, isoladamente, como fator garantidor da prestação adequada de tais serviços públicos. É fundamental considerar neste contexto os arranjos organizados pelo poder público para assegurar que os serviços oferecidos representam o que, de fato, os cidadãos consideram valor. O presente trabalho tem como objeto as parcerias com OSS no âmbito do governo do estado de São Paulo. As entrevistas realizadas e as pesquisas empreendidas na confecção deste estudo revelam que, caso se pretenda trabalhar com estas parcerias sob uma perspectiva de value-for-money e geração de valor público, faz-se necessário aprimorar os mecanismos de escuta aos cidadãos, os arranjos de governança colaborativa entre entes federados, o alinhamento com órgãos de controle e, sobretudo, qualificar a capacidade organizacional do Estado e das OSS, por meio da revisão das metas e indicadores dispostos nos contratos de gestão.

When Tony Blair's New Labour administration took control in 1997, it sought to establish a programme of organizational, performance, and democratic reform. Initially badged as the modernizing government programme, it was later developed in the Best Value regime for local government, which imposed a centrally-controlled performance regime on all local authorities. This was characterized by a managerialist regime of external inspections, league tables, and reliance on extensive performance management, overseen by the Audit Commission. One of the first acts of the 2010 Coalition government was to dismantle this regime, along with announcing the abolition of the Audit Commission. This research sought to examine the legacy of the 1997-2010 performance regime on six English local authority case studies, identified via a deviant case analysis. An examination of the literature developed a conceptual model of seven dimensions of reform, and the research used an exploratory approach to examine the legacy of the performance regimes through a range of qualitative interviews and focus groups. The inductive analysis of interview data found that financial austerity dominated the local government environment, and the impacts of these cuts were felt across the entire group of case studies. These savings requirements had effectively broken the expectation of continuous improvement explicit in the Best Value duty what we refer to here as the death of improvement . Authorities were reducing staffing, which resulted in the loss of expertise and skills. They were also scaling back many universal services through managed decline , and deregulation of performance regimes was stimulating divergent responses to performance management arrangements, as well as influencing the relationship between politicians and performance management, and central performance staff and departmental staff. There were challenges raised around the residual inspections, largely restricted to social care and education, and how these interacted with central performance team models. The discussion develops a three-part model of performance as a system of governance , which integrates three key areas of theoretical and empirical development: performance management frameworks, accountability, and value for money. This allows four main contributions to knowledge: The concept of public value for money , Further development of our understanding of multiple forms of accountability A new model of performance management zones that articulates different roles for performance management at points within the organization A categorisation of the main changes in reform paradigms It concludes that understanding the values underpinning public sector reforms through a range of interpretive lenses is essential to fully comprehending the impact of reforms at three levels: conceptualization, operationalization, and implementation. The legacy of Comprehensive Performance Assessment and Comprehensive Area Assessment can be seen in the increased capacity and capability of local authorities to engage with performance management, and data and evidence-driven policy making. Yet, these capabilities may not have prepared authorities sufficiently for the demands of significant budget cuts driven by the post-2010 political environment.

The study aimed at describing patients’ satisfaction with health care services provided in the city of Johannesburg. The research sample consisted of adult male and female patients who visited region E clinics for health services. Questionnaires were used to collect data and descriptive statistics for data analysis. Findings indicated that patients were generally satisfied with health care services provided. Recommendations included ongoing staff training to improve quality of health care and public information and education campaigns to foster community awareness and understanding of health services, develop a sense of ownership thereof, and encourage positive participation. / Health Studies / M.A. (Health studies)

A modalidade de contratação via parceria público-privada (PPP) vem sendo cada vez mais utilizada no mundo todo. No Brasil, foi criada pela Lei nº 11.079 e vem crescendo impulsionada pelos megaeventos esportivos como a Copa do Mundo de 2014 e as Olimpíadas em 2016, especialmente na área de infraestrutura em mobilidade urbana. Esta dissertação tem como objetivo fazer uma avaliação por value for money (VfM) da contratação e mérito de um projeto de PPP em um protótipo de uma linha de metrô na cidade de São Paulo baseado na atual Linha 6-Laranja. Após a avaliação, também será verificado o mérito pela escolha de um projeto de PPP de um segundo protótipo similar a Linha 4-Amarela do metrô de São Paulo, o que possibilitará a análise de qual o maior VfM entre dois protótipos de PPP de linhas de metrô, com escopo e divisão de riscos distintos, sendo um similar à Linha 6-Laranja e outro similar à Linha 4-Amarela, permitindo verificar qual a opção de melhor eficiência e retorno exigido pelo ente privado em projetos dessa magnitude, além de identificar as principais dificuldades e propor recomendações e melhorias. A metodologia do estudo é baseada na construção de um modelo de estimativa de custo e receita de linha-protótipo na cidade de São Paulo, tendo como base projetos similares no Brasil e no exterior, fundamentação teórica especializada do setor bem como avaliação de aspectos jurídicos e econômico-financeiros. Dentre as conclusões, observou-se a existência de mérito pela escolha por projetos de PPP em futuras linhas de metrô e, em razão das dificuldades do setor público em tocar grandes obras, com a falta de investimento e expertise em planejamento, da necessidade de melhoria no regime de contratação, com a criação de câmaras especializadas para discutir a viabilidade e a adequada transferência dos riscos entre o ente privado e o Estado em projetos de PPP verificados por meio da comparação do VfM entre os dois protótipos propostos. / The contracting mode public-private partnership (PPP) has been increasingly used in the world, and in Brazil, created by Law No. 11,079, is growing driven by mega sporting events like the World Cup 2014 and the Olympics in 2016, especially in infrastructure of urban mobility area. This thesis aims to make a value for money analysis for a PPP model contracting and therefore the credit through the contractual mode (PPP) of a prototype subway line in the city of Sao Paulo based on current Line 6 - Orange. After such an evaluation, it will also be verified through another prototype like Line 4 - Yellow which will enable the analysis of the higher value for money between the two prototypes of PPP existing in São Paulo with different scopes, one based on subway Line 4 - Yellow and other as the Line 6 - Orange, allowing to check the returns required by private entity in projects of this magnitude, in addition to predict the main difficulties and make recommendations and improvements. The study methodology is based on building a model to estimates costs and revenues of a prototype subway line in Sao Paulo city through a PPP model, based on Brazilian and international similar projects, specialized literature of the sector as well the assessment of legal, economic and financial aspects. Among conclusions, it was found that, given the difficulties of the public sector in leading major projects, such as lack of investment and expertise in planning, there is need for improvement in the procurement regime, such as the creation of specialized chambers to discuss the feasibility and appropriate division of risks between the private entity and the State in PPP projects through the comparison of both prototypes value for money proposed.