Submitted by Rafael Santana (rafael.silvasantana@ufpe.br) on 2017-07-14T17:36:21Z No. of bitstreams: 2 license_rdf: 811 bytes, checksum: e39d27027a6cc9cb039ad269a5db8e34 (MD5) Tese - Edvan Aguiar.pdf: 4466098 bytes, checksum: 5dffe51268add65a59e22074a8f495e0 (MD5) / Made available in DSpace on 2017-07-14T17:36:21Z (GMT). No. of bitstreams: 2 license_rdf: 811 bytes, checksum: e39d27027a6cc9cb039ad269a5db8e34 (MD5) Tese - Edvan Aguiar.pdf: 4466098 bytes, checksum: 5dffe51268add65a59e22074a8f495e0 (MD5) Previous issue date: 2016-04-29 / CAPES, CNPQ, FACEPE / Esta tese aborda o papel da presença dos outros clientes sobre o comportamento do consumidor em ambiente varejista. Argumenta-se que os outros tendem a influenciar emoções individuais, determinando, em grande medida, a satisfação, as intenções de compra e o retorno à loja. À luz da Teoria do Impacto Social (LATANÉ, 1981) e do Paradigma Similaridade-Atração (BYRNE, 1971), este estudo propõe que a identificação do consumidor com os outros clientes que compartilham o mesmo ambiente de loja minimiza a influência do crowding nas respostas individuais (emoções, atitudes e comportamentos). Portanto, esta pesquisa objetivou investigar de modo a similaridade percebida modera a relação entre percepção de crowding e respostas do consumidor, em ambiente varejista com diferentes níveis de densidade humana, proximidade física e perfil dos outros consumidores (aparência física). A partir de um estudo de desenho experimental, as hipóteses de pesquisa e o modelo conceitual foram testados, e os resultados suportaram a proposta de tese defendida. A similaridade percebida contribui para que emoções e atitudes negativas sejam mitigadas, bem como comportamentos de afastamento, mesmo em situações crowding na loja. Esta variável impacta positivamente com a avaliação que o consumidor faz sobre o varejista, os produtos e sua própria experiência de compra. Os achados também indicam que a similaridade percebida influencia atitudes e comportamentos por meio das respostas emocionais (mediação). O estudo amplia o corpo teórico de conhecimento ao fornecer evidências de que a identificação social modera (interfere) em como o crowding é percebido e avaliado pelos consumidores. / This dissertation talks about the role of other customers‟ presence on consumer behavior in retail environment. It is argued that other customrs tend to influence indivudual emotions, determining, mostly, satisfaction, purchase intentions and return to store. Based on Social Impact Theory (LATANÉ, 1981) and Similarity-Attraction Paradigm (BYRNE, 1971), this study proposes that consumer identification toward other customers that share the same retail store, mitigate crowding influence on individual responses (emotions, attitudes and behaviors). Therefore, this research aimed to investigate how perceived similarity moderates the relationship between crowding perception and consumer responses, in retail environment with different levels of human density, physical proximity and other customers‟ profile (physical appearence). Drawing an experimental design methodology, the research hypotheses and the conceptual model have been tested, and the results have supported the argument defended. Perceived similarity contributes to mitigate negative emotions and attitudes, as well as avoidance behaviors, despite the store is crowded. This variable impacts positively the evaluation that consumers make about the retailer, products and their own shopping experience. The findings also indicate that perceived similarity influences attitudes and behaviors through emotional responses (mediation). The study expands the body of knowledge providing evidences that social identification moderates (interfers) on how crowding is perceived and evaluated by consumers.

Submitted by Fabio Sobreira Campos da Costa (fabio.sobreira@ufpe.br) on 2017-07-20T14:02:56Z No. of bitstreams: 2 license_rdf: 811 bytes, checksum: e39d27027a6cc9cb039ad269a5db8e34 (MD5) KARLA KARINA DE OLIVEIRA.pdf: 9057689 bytes, checksum: 7d3d512f42ca71d57bd81ff0ff9543d9 (MD5) / Made available in DSpace on 2017-07-20T14:02:56Z (GMT). No. of bitstreams: 2 license_rdf: 811 bytes, checksum: e39d27027a6cc9cb039ad269a5db8e34 (MD5) KARLA KARINA DE OLIVEIRA.pdf: 9057689 bytes, checksum: 7d3d512f42ca71d57bd81ff0ff9543d9 (MD5) Previous issue date: 2015-08-31 / FACEPE / Buscando o entendimento da relação entre o ambiente de um centro comercial planejado, na cidade de Recife, e a experiência de compra dos deficientes visuais, esta dissertação foi estruturada, com ênfase nos estímulos presentes em tal ambiente. Dessa forma, busca-se, também, a compreensão da interpretação da experiência de compra das PcD’s visual através da percepção de elementos do ambiente físico e social. A escolha do tema foi motivada pela necessidade de uma pesquisa transformativa, que contemple temas e atores sociais pouco estudados, como é o caso dos deficientes visuais, como consumidores ativos, porém fora do âmbito de loja, apenas no ambiente comum de um shopping, no intuito de apresentar uma perspectiva de inclusão e acessibilidade pré compra. Para tanto, foram realizadas 12 entrevistas episódicas e semiestruturadas com integrantes do Instituto dos Cegos de Pernambuco e APEC, na cidade de Recife. Houve, ainda, a observação participante por meio de um passeio no shopping, precedida de uma experiência de campo vivida pela pesquisadora, na condição de deficiente visual, de olhos vendados, que proporcionou uma imersão na realidade dos informantes e das condições do ambiente. O estudo tem abordagem interpretativista e caracteriza-se por pesquisa qualitativa básica descritiva, com base fenomenológica, fundamentada no construtivismo social. Os dados coletados foram analisados de acordo com a técnica de análise de discurso, tendo como principal resultado a constatação de que um ambiente planejado com elementos sensoriais nem sempre se adéqua à realidade das PcD’s visual. No contexto estudado, os elementos físicos constantes no ambiente de varejo acabam por afastar os consumidores com deficiência visual, sendo determinante o comportamento das pessoas, tanto funcionários quanto frequentadores do lugar. Embora a literatura apresente as pessoas como parte do ambiente social, com base nos resultados, esta pesquisa inclui estas, também, no ambiente físico, configurando-as como barreiras à acessibilidade. Assim, propõese uma postura mais humanizada, a fim de que o ambiente de varejo torne-se inclusivo e adequado para as PcD’s visual. / Searching for the understanding of the relationship between the environment of a planned shopping center in the city of Recife, and the shopping experience of the visually impaired, this thesis was structured, emphasizing the stimuli present in such an environment. Thus, it seeks to also understanding the interpretation of the shopping experience of the people with disabilities visual perception through the elements of the physical and social environment. The choice of subject was motivated by the need for transformative research, covering topics and social actors little studied, as is the case of the visually impaired, as active consumers, but outside of the store, only in common a shopping environment, order to present a perspective of inclusion and pre-purchase affordability. Therefore, there were 12 episodic interviews and semi structured interviews with members of theBlind Pernambuco Institute and APEC in the city of Recife. There was also a participant observation through a walk at the mall, preceded by a field experience lived by the researcher, provided visually impaired, blindfolded, which provided an immersion in the reality of informants and environmental conditions. The study has interpretative approach and is characterized by basic descriptive qualitative research, with phenomenological basis, based on social constructivism theory. The data were analyzed according to the discourse analysis technique, the main result the realization that an environment designed with sensory elements not always fits in the reality of the people with disabilities visual. In the context studied, the physical elements contained in the retail environment end up away consumers with visual impairments, and determining the behavior of the people, both employees and regulars of the mall. Although the literature presents people as part of the social environment, based on the results, this research includes these, too, also in the physical environment, setting them up as barriers to accessibility. Thus, we propose a more humane posture, so that the retail environment to become inclusive and suitable for the the people with disabilities visual.

No description available.

General lack of awareness regarding neurogenic communication disorders generally, and cognitive-communicative disorders following a traumatic brain injury (TBI) specifically has resulted in pervasive environmental and attitudinal barriers for these individuals. Paradigm shifts within the rehabilitation context have been highlighted which aim to remove barriers, provide social supports, and thereby enhance their participation in all aspects of life. While collaborative communication partner training programs have been advocated as a means to achieve this, a dearth of published programs is evident within the field of TBI, leading to the need for such programs to enhance the awareness and skill of the communication partner, and reduce barriers for the individual. Transformations are likewise apparent in the corporate context, where in spite of legislative changes encouraging diversity awareness programs for employees, few training programs exist worldwide, and in South Africa particularly, which remove barriers between employees and customers with a communication disability, and a TBI specifically. The current research targeted the retail supermarket environment as a context in which a significant number of everyday communicative exchanges take place. The study investigated the ability of a group of sales assistants to identify barriers to, and facilitators of interaction involving customers with a cognitive-communication disorder, using a control group design. This was achieved by the development and administration of 2 questionnaires on 2 different occasions to determine the confidence and skill with which they identified barriers and facilitators during videotaped sales interactions. A once-off training session was developed and conducted with the experimental group participants, in order to increase their confidence and skill in identifying barriers and facilitators of such interactions. The training session employed a number of customized components considered to be powerful contributors to the positive outcome of the study. These included: extensive use of customized video material professionally produced and comprising real interactions involving individuals with a TBI as “customers” in various stores of the participating national supermarket chain during operating hours. Collaboration with an individual with a TBI in the training, together with use of adult learning and diversity awareness principles were considered effective in shifting previous attitudes and fostering new learning. Inter-and-intra-group results on the confidence and skill constructs of the pre-and-post questionnaires were examined. All pointed consistently to the impact of the training session on the improvement demonstrated in the experimental group as compared to the control group on the post-questionnaires as compared with the pre-questionnaires. In addition all subjective training session evaluations by the experimental group participants were consistently highly rated, reflecting the active participation observed during training. The need for companies to expand their concept of customer service to include an acknowledgement of the customer with a disability is emphasized. Training programs empowering their employees to interact with greater awareness and confidence with customers with a TBI specifically will potentially facilitate deeper participation for both. The current research lays the groundwork for more in-depth research that can be generalized beyond this specific population of individuals with a communication disorder. / Thesis (DPhil (Communication Pathology))--University of Pretoria, 2007. / Centre for Augmentative and Alternative Communication / unrestricted

[pt] O aumento do poder de compra das populações de mais baixa renda no Brasil fez as empresas perceberem a força consumidora desses indivíduos e a necessidade de se criar estratégias específicas para atender esse novo público-alvo, em vez de apenas adaptar as que eram utilizadas para as classes mais elevadas. Um setor que tem se voltado a esse segmento é o varejista. Historicamente, polos comerciais de rua (também conhecido como calçadões) sempre foram voltados a ele. Mas, de um tempo para cá, shopping centers também têm percebido o potencial de consumo desses indivíduos, oferecendo estrutura e conforto melhores do que os tradicionais calçadões. Apesar dos shoppings terem ofertas mais atrativas, consumidores de baixa renda continuam a frequentar e comprar significativamente nos calçadões. O presente estudo busca desvendar os motivos para esses consumidores ainda fazerem compras nos calçadões, em vista de haver shoppings próximos com mais conforto. Para isso, foram feitas entrevistas em profundidade com consumidores de baixa renda frequentadores de um calçadão do Rio de Janeiro. A partir das entrevistas, foi possível identificar aspectos que levam esses consumidores a preferirem calçadões a shoppings, entre eles a questão do preço das mercadorias, embora nem sempre exista diferença entre produtos no calçadão e nos shoppings. / [en] The increase in purchasing power of the lower-income population in Brazil highlighted the consumption strength of this new consumer group and changed the view companies had towards them and stressed the need to create specific strategies instead of simply adapting the existing knowledge focused on upper class consumers. A key sector facing this challenge is the retail business. Historically, street retail (also known in Brazil as calçadões ) has been focused on this segment. Recently, however, shopping centers have also perceived the potential coming from this consumer group and started to offer them improved infrastructure and comfort in comparison to the traditional street retail. In spite of this more attractive consumption environment, low-income consumers continue to shop in street retail stores. This study aims to understand the motivations that lead consumers to prefer shopping in the traditional street stores instead of nearby shopping centers that offer a planned environment, with more structure and with the same stores. To achieve this objective, in depth interviews were conducted with low-income consumers of a street retail area in Rio de Janeiro. From these interviews several aspects, such as price difference, were identified even in situations where this discrepancy does not exist.

Text in Afrikaans, abstract in Afrikaans and English / Suid-Afrika het ongekende verstedeliking ervaar en agtergeblewe verbruikers het hulle in gebiede in en om stede gevestig. Steeds toenemende verstedeliking veroorsaak enersyds probleme aangesien basiese infrastruktuurvoorsiening (elektrisiteit, water, en riool) ontbreek. Andersyds laat die afwesigheid van formele kleinhandelsfasiliteite in die agtergeblewe gebiede die vraag ontstaan wat hierdie verbruikers se behoefte aan afsetpunte behels. 'n Ewekansige-waarskynlikheidsnavorsingstudie met 'n steekproef van 300 huishoudings, 'n vraelys, en persoonlike onderhoude is onderneem om die agtergeblewe verbruikers in die Soshanguve gebied se behoeftes na kleinhandelsafsetpunte te bepaal. Die bevinding is dat die meeste verbruikers buite hul woongebied werksaam is, 'n gemiddelde inkomste van tot R2 000 per maand verdien, en dat taxi's die hoofvervoermiddel is. Kleinhandelsaankope word hoofsaaklik in Pretoria en Mabopane gedoen. Daar bestaan wel 'n behoefte na formele kleinhandelsafsetpunte, veral vir bederfbare produkte en kruideniersware soos voorsien deur bekende kleinhandelsintellings soos die OK Bazaars. Die ondersoek bevestig dat Soshanguve kleinhandelsbeleggingsgeleenthede bied vir verskeie kleinhandelsfasiliteite. / South-Africa experienced unknown urbanisation and disadvantaged consumers flocked to the cities. Continuous urbanisation causes infrastructural problems such as a lack of electricity, water, and sewerage facilities. The absence of formal retail outlets in these areas poses the question what retailing needs these consumers do have. A simple random probability research study with a sample of 300 households, a questionnaire, and personal interviews was used to determine the disadvantaged consumers' needs for retail outlets in the Soshanguve area. The results indicate that most consumers work outside Soshanguve, earn an average of up to R2 000 per month, and use taxi's as a means of transportation. Retail purchases are made in Pretoria and Mabopane. There is a definite need for formal retail outlets, especially for perishables and groceries as provided by retailers such as OK Bazaars. The research confirms that there are retail investment opportunities in Soshanguve for the establishment of various retail facilities. / Business Management / M. Comm. (Business Management)

Text in Afrikaans, abstract in Afrikaans and English / Suid-Afrika het ongekende verstedeliking ervaar en agtergeblewe verbruikers het hulle in gebiede in en om stede gevestig. Steeds toenemende verstedeliking veroorsaak enersyds probleme aangesien basiese infrastruktuurvoorsiening (elektrisiteit, water, en riool) ontbreek. Andersyds laat die afwesigheid van formele kleinhandelsfasiliteite in die agtergeblewe gebiede die vraag ontstaan wat hierdie verbruikers se behoefte aan afsetpunte behels. 'n Ewekansige-waarskynlikheidsnavorsingstudie met 'n steekproef van 300 huishoudings, 'n vraelys, en persoonlike onderhoude is onderneem om die agtergeblewe verbruikers in die Soshanguve gebied se behoeftes na kleinhandelsafsetpunte te bepaal. Die bevinding is dat die meeste verbruikers buite hul woongebied werksaam is, 'n gemiddelde inkomste van tot R2 000 per maand verdien, en dat taxi's die hoofvervoermiddel is. Kleinhandelsaankope word hoofsaaklik in Pretoria en Mabopane gedoen. Daar bestaan wel 'n behoefte na formele kleinhandelsafsetpunte, veral vir bederfbare produkte en kruideniersware soos voorsien deur bekende kleinhandelsintellings soos die OK Bazaars. Die ondersoek bevestig dat Soshanguve kleinhandelsbeleggingsgeleenthede bied vir verskeie kleinhandelsfasiliteite. / South-Africa experienced unknown urbanisation and disadvantaged consumers flocked to the cities. Continuous urbanisation causes infrastructural problems such as a lack of electricity, water, and sewerage facilities. The absence of formal retail outlets in these areas poses the question what retailing needs these consumers do have. A simple random probability research study with a sample of 300 households, a questionnaire, and personal interviews was used to determine the disadvantaged consumers' needs for retail outlets in the Soshanguve area. The results indicate that most consumers work outside Soshanguve, earn an average of up to R2 000 per month, and use taxi's as a means of transportation. Retail purchases are made in Pretoria and Mabopane. There is a definite need for formal retail outlets, especially for perishables and groceries as provided by retailers such as OK Bazaars. The research confirms that there are retail investment opportunities in Soshanguve for the establishment of various retail facilities. / Business Management / M. Comm. (Business Management)