Made available in DSpace on 2014-12-17T13:53:15Z (GMT). No. of bitstreams: 1 TaniaRN.pdf: 4309086 bytes, checksum: 892e6f5acf3243a43697715d1b7c1b46 (MD5) Previous issue date: 2007-09-06 / Consumer dissatisfaction, when properly handled, is a significant information source for the manager. Studies in this area allow broadening the understanding of certain customer attitudes and behaviors, such as loyalty, repurchase intention or satisfaction and trust increase. Above and beyond supporting consumer feedback, dissatisfaction can provide significant opportunities for organizational learning. Starting from dissatisfied customer information, companies can detect service flaws and develop new products. This work presents the results of an investigation on the behavior of businesses belonging to the hotel sector in Natal, RN, through the dissatisfaction of their customers. We have sought to map the main problems presented by customers to hotels, in the perception of managers and employees, as well as to understand both the process of dissatisfactionrelated data collection, analysis, and processing, and the utilization of such information by businesses. Beyond this, we have compared the habits of organizations to the company reaction approaches described in the literature: Complaint Handling, Complaint Management, and Dissatisfaction Management. The used methodology has been based on case study. Data was collected via indepth interviews with managers and employees in six hotels, two independent ones and four belonging to national and international hotel networks. We have also made use of documents provided by the organizations, such as guest complaint registers and reports from satisfaction surveys on which content analysis was subsequently performed. The results of the investigation point to a high level of awareness in the companies concerning the importance of consumer dissatisfaction. Even though the maximum grade in the procedure scale is not achieved, it has been observed that answer to dissatisfaction is given in planned and systematic form, geared towards consumer satisfaction and improvement of products and processes. Hotel businesses still have to look into other possibilities for mapping consumer dissatisfaction, which implies, among other aspects, articulation with a range of public and private organizations in such a way as to guarantee sustainability of touristic activities in the long term / A insatisfa??o do consumidor, devidamente tratada, ? uma significativa fonte de informa??o para o gestor. Os estudos nessa ?rea permitem ampliar a compreens?o de determinadas atitudes e comportamentos do cliente, como a lealdade, a inten??o de recompra e o aumento da satisfa??o e da confian?a. Al?m de permitir o feedback dos consumidores, a insatisfa??o pode fornecer oportunidades significativas de aprendizado organizacional. A partir das informa??es de clientes insatisfeitos, as empresas podem detectar falhas nos servi?os e desenvolver novos produtos. Este trabalho apresenta os resultados de uma investiga??o sobre o comportamento adotado por empresas do setor hoteleiro em Natal, RN, mediante a insatisfa??o de seus clientes. Buscou-se mapear os principais problemas apresentados pelos consumidores aos hot?is, na percep??o de gestores e funcion?rios, bem como compreender o processo de coleta, an?lise e tratamento dos dados relacionados ? insatisfa??o e a utiliza??o de tais informa??es pelas empresas. Al?m disso, procurou-se relacionar as pr?ticas organizacionais ?s abordagens de resposta das empresas encontradas na literatura: Tratamento da Reclama??o, Gest?o da Reclama??o e Gest?o da Insatisfa??o. A metodologia empregada foi o estudo de caso. Os dados foram coletados atrav?s de entrevistas em profundidade com gerentes e funcion?rios em seis hot?is; dois independentes e quatro pertencentes a redes hoteleiras nacionais e internacionais. Foram utilizados tamb?m documentos cedidos pelas organiza??es, como registros de reclama??o de h?spedes e relat?rios de pesquisas de satisfa??o, posteriormente submetidos ? an?lise de conte?do. Os resultados da pesquisa apontam para um n?vel de conscientiza??o elevado nas empresas sobre a import?ncia da insatisfa??o do consumidor. Apesar de n?o atingir o n?vel m?ximo na escala de procedimentos, observa-se que a resposta ? insatisfa??o acontece de forma planejada e sistem?tica, orientada para a satisfa??o do consumidor e melhoria de produtos e processos. As empresas hoteleiras devem ainda atentar para outras possibilidades de mapeamento da insatisfa??o do consumidor, o que implica, dentre outros aspectos, a articula??o com uma gama de organiza??es p?blicas e privadas, de forma a garantir a sustentabilidade da atividade tur?stica em longo prazo

Submitted by Kelson (kelson@ucb.br) on 2016-08-04T19:02:35Z No. of bitstreams: 1 TulioMachadoVianaDissertacao2015.pdf: 987297 bytes, checksum: bdacb68ff6e4820d3368ef3bf49e7a8a (MD5) / Made available in DSpace on 2016-08-04T19:02:35Z (GMT). No. of bitstreams: 1 TulioMachadoVianaDissertacao2015.pdf: 987297 bytes, checksum: bdacb68ff6e4820d3368ef3bf49e7a8a (MD5) Previous issue date: 2015-12-05 / This work aims to discuss, from the analysis of the Rcl 4374/PE, the use of the constitutional complaint as a instrument processual able to promote the update of the jurisprudence of the Supreme Court, which are firmed under abstract judicial review of the standards. It assumes that the Court???s decisions remain open to a constant process of reinterpretation, by itself, and the constitutional complaint can be the locus for assessment of those changes. It understands that the Constitution of a State, under the guise of being stable, can???t stifle in a way that fails to meet the interests of its people, leading to an institutional breakdown. At the same time, it cannot be subject to a process of deformation through constant changes in its text, destabilizing the legal relations. The question which arises, therefore, is the idea that the Constitution must be interpreted in a temporal context in which required the solution of a given case. Similarly, the judicial decisions which care about the relationship between the standards, whereas continuing legal relationship, aren???t precluded from being modified when there is a material change of context. So, when considering the occurrence of substantial changes in the factual relationships or general legal concept, this reinterpretative process can lead to an evolution in the jurisprudence set in an abstract control of the standards and result in an unconstitutionality, when it was considered constitutional before. Thus, it is proposed the understanding that the legal standards suffer a permanent process of updating of their meaning, which is why the study of the phenomenon of constitutional mutation and interpretation arises as being of great relevance for this update take place. The constitutional mutation is recognized as one of the most important contemporary discussions in Law, by providing a radical change in the interpretation of the Constitution, allowing its renewal, at the light of the social evolution, and offering meanings in line with the current reality / O presente trabalho discute, com base na an??lise da Rcl 4374/PE, o uso da reclama????o constitucional como um instrumento processual apto a promover a atualiza????o da jurisprud??ncia do Supremo Tribunal Federal firmada em sede controle abstrato de constitucionalidade das normas. Parte-se da premissa de que as decis??es da Corte permanecem abertas a um constante processo de reinterpreta????o pelo pr??prio Tribunal, e que a reclama????o constitucional pode ser o locus de aprecia????o dessas mudan??as. A Constitui????o de um Estado, sob o pretexto de ser est??vel, n??o pode se engessar de tal forma que deixe de atender aos interesses do seu povo, levando a uma ruptura institucional. Ao mesmo tempo, n??o pode estar sujeita a um processo de deforma????o por meio de constantes altera????es do seu texto, desestabilizando as rela????es jur??dicas. A quest??o que urge, desse modo, ?? a concep????o de que a Constitui????o deve ser interpretada no contexto temporal em que necess??ria a solu????o de uma determinada controv??rsia. No mesmo sentido, as decis??es judiciais que cuidem de rela????o entre normas, enquanto rela????o jur??dica continuada, n??o est??o impedidas de serem modificadas quando houver altera????o de contexto relevante. Assim, ao considerar a ocorr??ncia de mudan??as substanciais nas rela????es f??ticas ou da concep????o jur??dica geral, esse processo reinterpretativo pode conduzir a uma evolu????o da jurisprud??ncia firmada em controle abstrato de normas e resultar na declara????o de inconstitucionalidade de norma anteriormente declarada constitucional. Com isso, prop??e-se a compreens??o de que as normas jur??dicas sofrem um processo de atualiza????o permanente dos seus significados, raz??o pela qual o estudo do fen??meno da muta????o constitucional e da intepreta????o emerge como sendo de grande relev??ncia para que essa atualiza????o ocorra. Reconhece a muta????o constitucional como uma das discuss??es contempor??neas mais importantes do direito por ensejar uma mudan??a radical na interpreta????o da Constitui????o, permitindo sua renova????o ?? luz da evolu????o social e oferecendo-lhe significados consent??neos com a realidade atual

Made available in DSpace on 2014-12-17T13:53:27Z (GMT). No. of bitstreams: 1 TatianeNVA_DISSERT.pdf: 3468564 bytes, checksum: 61054784880838e257b7b4ec92f7d624 (MD5) Previous issue date: 2010-09-08 / Conselho Nacional de Desenvolvimento Cient?fico e Tecnol?gico / In an environment of constant change, technological developments, market competition and more informed consumers, the search for a lasting relationship through the conquest of loyalty has become the objective of companies. However, several authors suggest that this loyalty can be affected by negative comments available on the internet. Therefore, this dissertation has as objective to examine if the complaints are available on the internet impact the loyalty to a brand of mobile phone. The research used as the basis the Expanded NCSB model suggest by Johnson et al. (2001), studying five prominent drives of loyalty: image/brand reputation, affective commitment, calculative commitment, perceived value and trust, beyond the satisfaction construct as moderator variable. The research method adopted was the experimental design which included 285 undergraduate students, with the trial which included 285 undergraduate students, with the field study of the mobile industry, specifically, the brands of cell phones. The research approach was quantitative and methods were descriptive statistics, factor analysis, cluster analysis, linear regression and non-parametric test of Wilcoxon for data analysis. Of the 16 hypothesis stemmed from the research model proposed, 12 were confirmed. The results showed that the complaint available on the internet, here represented by the available on the site Reclame Aqui, may impact consumer perceptions about brand loyalty, as well as its antecedents, being that these complaints can affect all the consumers, regardless of historical satisfaction with the brand. It also noted the positive relationship between the independent variables trust, image/brand reputation, perceived value, affective commitment and calculative commitment and the dependent variable - loyalty, even when considering the data obtained after exposure to the complaint. However, no unanimous conclusion that the relationship between these variables was strongest in the group with satisfactory experience. At the first moment of the research, the trust was the most important variable for the formation of loyalty. However, after exposure to treatment, the image/brand reputation, was more relevant. Contributions of the study, limitations and recommendations for future researches are approached in the present investigation / Em um ambiente em constante muta??o, evolu??o tecnol?gica, competitividade no mercado e consumidores mais exigentes e informados, a busca de um relacionamento duradouro atrav?s da conquista da lealdade passou a ser o objetivo das empresas. No entanto, diversos autores sugerem que essa lealdade pode ser afetada pelos coment?rios negativos dispon?veis no ambiente online. Assim, esta disserta??o tem como objetivo geral examinar se as reclama??es dispon?veis no ambiente online impactam a lealdade a uma marca de aparelho celular. A pesquisa utilizou como base parte do modelo NCSB Ampliado proposto por Johnson et al. (2001), estudando cinco proeminentes condutores da lealdade: imagem/reputa??o da marca, comprometimento afetivo, comprometimento calculado, valor percebido e confian?a, al?m do construto satisfa??o, como vari?vel moderadora. O m?todo de pesquisa adotado foi o experimental que contou com a participa??o de 285 alunos de gradua??o, tendo como campo de estudo o setor de telefonia m?vel, especificamente, as marcas de aparelhos celulares. A abordagem de pesquisa foi quantitativa e foram utilizados m?todos da estat?stica descritiva, an?lise fatorial, an?lise de conglomerado, regress?o linear e teste n?o-param?trico de Wilcoxon para a an?lise dos dados. Das 16 hip?teses estabelecidas a partir do modelo de pesquisa proposto, 12 foram confirmadas. Os resultados comprovaram que as reclama??es dispon?veis no ambiente online, aqui representadas pelas dispon?veis no site Reclame Aqui, podem impactar a percep??o dos consumidores acerca da lealdade ? marca, assim como seus antecedentes, sendo que essas queixas podem afetar todos os consumidores, independentemente do hist?rico de satisfa??o com a marca. Tamb?m foi constatado o relacionamento positivo entre as vari?veis independentes confian?a, imagem/reputa??o da marca, valor percebido, comprometimento afetivo e comprometimento calculado - e a vari?vel dependente - lealdade, mesmo quando considerados os dados obtidos ap?s a exposi??o a reclama??o. No entanto, n?o houve constata??o un?nime de que o relacionamento entre essas vari?veis era mais forte no grupo com experi?ncia satisfat?ria. No primeiro momento da pesquisa, a confian?a foi a vari?vel mais importante para a forma??o da lealdade. Todavia, ap?s a exposi??o ao tratamento, a imagem/reputa??o da marca, mostrou-se mais relevante. Contribui??es do estudo, limita??es e recomenda??es para pesquisas futuras s?o abordadas no presente trabalho