[pt] Reclamações de consumidores podem ser feitas por diversos motivos, em sua maioria, a partir de episódios negativos de consumo. No entanto, há um grupo de indivíduos que realizam reclamações a empresas sem estarem necessariamente insatisfeitos. A essa conduta dá-se o nome de reclamação fraudulenta, que ocorre quando a finalidade do consumidor em realizar a reclamação visa algum lucro monetário ou social à custa da empresa. Apesar da relevância do tema, há poucos estudos a seu respeito na área de marketing, principalmente no Brasil. Ainda que existam autores que investiguem o assunto, é difícil afirmar o que motiva indivíduos a seguirem essa linha de comportamento. À frente desse quadro, o presente estudo visou analisar a relação entre as reclamações fraudulentas e a cultura brasileira, a partir das motivações que levam à adesão desse tipo de comportamento. Para isso, foi realizada uma pesquisa qualitativa, utilizando-se para a coleta de dados entrevistas em profundidade com 27 consumidores, guiadas pelo uso da técnica projetiva. A análise dos dados indica diferentes reações dos entrevistados a reclamações fraudulentas, divergindo entre a aceitação e a rejeição dos comportamentos oportunistas. Foi possível perceber que existe uma relação estreita entre cultura brasileira e reclamações fraudulentas, que giram em torno da ideia do jeitinho brasileiro, da malandragem, da esperteza, e da má fé, além da ligação entre religião e comportamentos considerados como errados. / [en] Consumer complaints can be made for many reasons, mostly from negative episodes of consumption. However, there is a group of individuals who make complaints to companies without necessarily being unsatisfied. This conduct is called a fraudulent claim, which occurs when the purpose of the consumer in making the claim is for some monetary or social profit at the expense of the company. Despite the relevance of the theme, there are few studies about it in the area of marketing, mainly in Brazil. Although there are authors who investigate the subject, it is difficult to affirm what motivates individuals to follow this line of behavior. Ahead of this framework, the present study aimed to analyze the relationship between fraudulent claims and Brazilian culture, based on the motivations that lead to support this type of behavior. For this, a qualitative research was carried out, using data interviews in depth with 27 consumers, guided using the projective technique. The analysis of the data indicates different reactions of respondents to fraudulent complaints, diverging between acceptance and rejection of opportunistic behavior. It was possible to perceive that there is a close relationship between Brazilian culture and fraudulent claims, which revolve around the idea of Brazilian way, trickery, cleverness, and bad faith, as well as the link between religion and behaviors considered as wrong.

Introdução: A negligência é um fenômeno de incidência crescente na enfermagem contemporânea, uma omissão frente ao cuidado bastante naturalizada no cotidiano profissional, mas que constitui infração ética grave, pois viola os preceitos éticos e a própria essência da profissão. Este estudo abordou a negligência cometida pelos profissionais de enfermagem no exercício da função nos processos éticos julgados pelo COREN-SP entre 2001 e 2010 e nas falas dos profissionais condenados nos processos éticos de negligência com criança. Contemplou-se a negligência nas dimensões conceitual, semântica, jurídica e ético-profissional, com o intuito de elucidar seus contornos, distingui-la das infrações éticas análogas imperícia e imprudência e dimensionar a responsabilidade do profissional condenado por conduta negligente. Objetivos: Identificar e classificar os casos de negligência profissional julgados pelo COREN-SP no período de 2001 a 2010; analisar as justificativas presentes nos depoimentos dos profissionais condenados nos processos éticos de negligência com criança e reconstituir o sentido do ato negligente nos depoimentos desses profissionais. Métodos: Delineou-se como percurso metodológico a pesquisa bibliográfica exploratória da literatura especializada, realizada em duas etapas, e a pesquisa documental dos processos éticos nas abordagens quantitativa e qualitativa. A primeira etapa da pesquisa bibliográfica concentrou-se em publicações nacionais que abordaram a negligência sem definição de recorte temporal. Localizou-se um número reduzido de 13 estudos e constatou-se a inexistência de um conceito de negligência no campo da enfermagem, pressuposto do estudo. Na segunda etapa, ampliou-se a revisão das publicações nacionais para 19 estudos e procedeu-se a revisão dos 11 estudos internacionais encontrados, realizada subsequentemente à leitura dos processos. Utilizou-se como referencial teórico-filosófico as concepções de ética, deliberação e responsabilidade de Aristóteles e de Hans Jonas. Resultados: O estudo quantitativo abrangeu 482 processos éticos e forneceu dados para a composição de um primeiro retrato da negligência na enfermagem. Identificou-se 68 processos de negligência e 20 processos de negligência com criança, dos quais selecionou-se sete para o estudo qualitativo, realizado mediante a análise de conteúdo dos depoimentos, na modalidade de análise temática. Tal abordagem propiciou uma definição mais específica de ato negligente e subsidiou a formulação de seis categorias analíticas. Observou-se, nos depoimentos, a mesma naturalização da negligência presenciada no cotidiano profissional, dado que os profissionais não se referiram à conduta negligente como negativa em suas falas mesmo quando esta resultou em consequências fatais, tampouco expressaram qualquer manifestação de pesar pelo efeito lesivo do ato praticado, buscando sempre atenuá-lo por meio de estratégias discursivas. Conclusão: Concluiu-se que o ato negligente comporta sempre um componente de deliberação e de responsabilidade pessoal, o que permitiu definir negligência como o descumprimento deliberado do dever de atender a necessidade do cuidado e confirmar que, na qualidade de conduta antiética, a negligência efetivamente afronta a responsabilidade profissional que decorre do compromisso ético inerente à profissão / Introduction: Neglect is a phenomenon of growing incidence in contemporary nursing, comprising an omission regarding care, which is quite naturalized in professional daily life, but which constitutes a serious ethical breach, as it violates ethical precepts and the very essence of the profession. This study addressed neglect committed by nursing professionals in the exercise of their function in the ethical proceedings judged by COREN-SP between 2001 and 2010 and in the statements of professionals convicted in ethical proceedings of child neglect. Neglect in the conceptual, semantic, juridical and ethical-professional dimensions was contemplated, with the aim of elucidating its contours, distinguish it from analogous ethical infractions, malice and imprudence, and dimension the responsibility of professionals convicted for negligent conduct. Purpose: To identify and classify the cases of professional neglect judged by COREN-SP in the period from 2001 to 2010; analyze the justifications present in the testimonies of convicted professionals in the ethical proceedings of child neglect; and reconstitute the meaning of the negligent act in the testimonies of these professionals. Methods: The exploratory bibliographic research of the specialized literature, carried out in two stages, as well as the documentary research of the ethical proceedings in the quantitative and qualitative approaches were delineated as a methodological course. The first stage of the bibliographical research focused on Brazilian publications that addressed neglect without a definition of timeframes. A small number of 13 studies were located, and there was no concept of neglect in the field of nursing, which was the studys assumption. In the second stage, the review of the Brazilian publications for 19 studies was expanded, and the 11 international studies were reviewed following the reading of the proceedings. The conceptions of ethics, deliberation and responsibility of Aristotle and Hans Jonas were used as theoretical-philosophical references. Results: The quantitative study covered 482 ethical proceedings and provided data for the composition of an initial image of nursing neglect. A total of 68 neglect cases and 20 child neglect cases were identified, of which seven were selected for the qualitative study, based on the analysis of the content of the testimonies, in the thematic analysis mode. This approach provided a more specific definition of a negligent act and subsidized the formulation of six analytical categories. The testimonies showed the same naturalization of the neglect observed in the professional daily life, as the professionals did not refer to the negligent conduct as negative in their statements, even when this resulted in fatal consequences, nor did they express any manifestation of regret by the injurious effect of the act, always seeking to alleviate it through discursive strategies. Conclusion: It was concluded that the negligent act always involves a component of deliberation and personal responsibility, which enabled a definition of neglect as the deliberate failure to comply with the duty to provide the care needed and to confirm that, as an unethical conduct, neglect is an effective violation of professional responsibility, arising from the ethical commitment inherent in the profession.

Background and Problem: CSI is a topic with a limited amount of research despite it being a very relevant issue and that its counter pole CSR is one of today’s most popular subjects to study. In both areas there is a gap in the literature regarding the apparel industry where there CSI can be evident in many different aspects, especially in the production process. In the FMCG market, the demand for apparel that has been produced ethically has increased over the years. Still, the importance that the consumers place on ethical attributes in their purchase decisions is rather unknown. Purpose: The study's purpose is to investigate the young consumers’ emotions towards FMCG apparel corporations in order to see if CSI actions give them a negative attitude. It will further be explored to see if the attitude towards the corporations reflects in their intentional purchase behavior and their actual behavior. This will provide insight to the young consumers’ knowledge and interest for CSI, aiding corporations in their quest for excellence when it comes to consumer relationships. Method: This research is done through a deductive, qualitative research. A literature review is done to create a great understanding to the concepts of CSI, consumer attitudes and planned behavior. Four focus groups are conducted as a base for the empirical findings. Further, these two chapters are compared in an analysis to get an understanding about the young consumers’ attitudes towards corporations acting unethically and the affects it may have on their planned behavior. Conclusion: Based on the analysis, the study found clear evidence that the participants have a negative attitude towards corporations’ CSI activities. However, these attitudes did not, as theory suggests, have any effect on the participants’ intended and actual purchasing behavior. Instead it is shown that young consumers base their decisions on contextual factors, where the most significant one is price.

Introdução: A negligência é um fenômeno de incidência crescente na enfermagem contemporânea, uma omissão frente ao cuidado bastante naturalizada no cotidiano profissional, mas que constitui infração ética grave, pois viola os preceitos éticos e a própria essência da profissão. Este estudo abordou a negligência cometida pelos profissionais de enfermagem no exercício da função nos processos éticos julgados pelo COREN-SP entre 2001 e 2010 e nas falas dos profissionais condenados nos processos éticos de negligência com criança. Contemplou-se a negligência nas dimensões conceitual, semântica, jurídica e ético-profissional, com o intuito de elucidar seus contornos, distingui-la das infrações éticas análogas imperícia e imprudência e dimensionar a responsabilidade do profissional condenado por conduta negligente. Objetivos: Identificar e classificar os casos de negligência profissional julgados pelo COREN-SP no período de 2001 a 2010; analisar as justificativas presentes nos depoimentos dos profissionais condenados nos processos éticos de negligência com criança e reconstituir o sentido do ato negligente nos depoimentos desses profissionais. Métodos: Delineou-se como percurso metodológico a pesquisa bibliográfica exploratória da literatura especializada, realizada em duas etapas, e a pesquisa documental dos processos éticos nas abordagens quantitativa e qualitativa. A primeira etapa da pesquisa bibliográfica concentrou-se em publicações nacionais que abordaram a negligência sem definição de recorte temporal. Localizou-se um número reduzido de 13 estudos e constatou-se a inexistência de um conceito de negligência no campo da enfermagem, pressuposto do estudo. Na segunda etapa, ampliou-se a revisão das publicações nacionais para 19 estudos e procedeu-se a revisão dos 11 estudos internacionais encontrados, realizada subsequentemente à leitura dos processos. Utilizou-se como referencial teórico-filosófico as concepções de ética, deliberação e responsabilidade de Aristóteles e de Hans Jonas. Resultados: O estudo quantitativo abrangeu 482 processos éticos e forneceu dados para a composição de um primeiro retrato da negligência na enfermagem. Identificou-se 68 processos de negligência e 20 processos de negligência com criança, dos quais selecionou-se sete para o estudo qualitativo, realizado mediante a análise de conteúdo dos depoimentos, na modalidade de análise temática. Tal abordagem propiciou uma definição mais específica de ato negligente e subsidiou a formulação de seis categorias analíticas. Observou-se, nos depoimentos, a mesma naturalização da negligência presenciada no cotidiano profissional, dado que os profissionais não se referiram à conduta negligente como negativa em suas falas mesmo quando esta resultou em consequências fatais, tampouco expressaram qualquer manifestação de pesar pelo efeito lesivo do ato praticado, buscando sempre atenuá-lo por meio de estratégias discursivas. Conclusão: Concluiu-se que o ato negligente comporta sempre um componente de deliberação e de responsabilidade pessoal, o que permitiu definir negligência como o descumprimento deliberado do dever de atender a necessidade do cuidado e confirmar que, na qualidade de conduta antiética, a negligência efetivamente afronta a responsabilidade profissional que decorre do compromisso ético inerente à profissão / Introduction: Neglect is a phenomenon of growing incidence in contemporary nursing, comprising an omission regarding care, which is quite naturalized in professional daily life, but which constitutes a serious ethical breach, as it violates ethical precepts and the very essence of the profession. This study addressed neglect committed by nursing professionals in the exercise of their function in the ethical proceedings judged by COREN-SP between 2001 and 2010 and in the statements of professionals convicted in ethical proceedings of child neglect. Neglect in the conceptual, semantic, juridical and ethical-professional dimensions was contemplated, with the aim of elucidating its contours, distinguish it from analogous ethical infractions, malice and imprudence, and dimension the responsibility of professionals convicted for negligent conduct. Purpose: To identify and classify the cases of professional neglect judged by COREN-SP in the period from 2001 to 2010; analyze the justifications present in the testimonies of convicted professionals in the ethical proceedings of child neglect; and reconstitute the meaning of the negligent act in the testimonies of these professionals. Methods: The exploratory bibliographic research of the specialized literature, carried out in two stages, as well as the documentary research of the ethical proceedings in the quantitative and qualitative approaches were delineated as a methodological course. The first stage of the bibliographical research focused on Brazilian publications that addressed neglect without a definition of timeframes. A small number of 13 studies were located, and there was no concept of neglect in the field of nursing, which was the studys assumption. In the second stage, the review of the Brazilian publications for 19 studies was expanded, and the 11 international studies were reviewed following the reading of the proceedings. The conceptions of ethics, deliberation and responsibility of Aristotle and Hans Jonas were used as theoretical-philosophical references. Results: The quantitative study covered 482 ethical proceedings and provided data for the composition of an initial image of nursing neglect. A total of 68 neglect cases and 20 child neglect cases were identified, of which seven were selected for the qualitative study, based on the analysis of the content of the testimonies, in the thematic analysis mode. This approach provided a more specific definition of a negligent act and subsidized the formulation of six analytical categories. The testimonies showed the same naturalization of the neglect observed in the professional daily life, as the professionals did not refer to the negligent conduct as negative in their statements, even when this resulted in fatal consequences, nor did they express any manifestation of regret by the injurious effect of the act, always seeking to alleviate it through discursive strategies. Conclusion: It was concluded that the negligent act always involves a component of deliberation and personal responsibility, which enabled a definition of neglect as the deliberate failure to comply with the duty to provide the care needed and to confirm that, as an unethical conduct, neglect is an effective violation of professional responsibility, arising from the ethical commitment inherent in the profession.

L'évolution de l'environnement du travail, de l'organisation du travail, et des modes de gestion des hommes, introduit de nouvelles pathologies de travail à côté des pathologies traditionnelles dites physiques : il s'agit de pathologies mentales. Ces dernières sont liées à des contraintes organisationnelles ou de marché comparativement aux pathologies traditionnelles rattachées aux conditions physiques et matérielles de la tâche. Dans ce contexte d'émergence de nouvelles formes de mal-être au travail, le concept de souffrance au travail, concept « fantôme » en sciences de gestion, apparaît pertinent car il interroge le fonctionnement organisationnel et le rôle de la gestion des ressources humaines. Cette recherche possède un double objectif : contribuer à une meilleure compréhension de la souffrance au travail par la production d'une définition claire de ce concept, et théoriser le lien entre souffrance et implication au travail en définissant de quelle manière ces construits s'influencent mutuellement. Notre recherche est animée par la question suivante : quelles relations existe-t-il entre souffrance et implication au travail ? Pour y répondre, nous nous appuyons sur la théorie de la conservation des ressources. Les résultats de la recherche montrent que la souffrance au travail naît d'une perte de ressources organisationnelles engendrant une érosion des ressources subjectives permettant à l'individu de se définir, et crée une forme d'implication au travail précise : le sur-engagement. Celui-ci trouve ses origines dans la souffrance au travail elle-même et est orienté par des expériences de travail négatives forçant des sentiments négatifs envers l'organisation. / The evolution of the work environment, work organization, and practices of human ressource management, introduces new pathologies work alongside the traditional pathologies so-called physical pathologies : there are mental pathologies. These are related to organizational or market constraints compared to traditional pathologies related to physical and material task's conditions. In this context of new forms of ill-being at work, the concept of suffering at work, "ghost" concept in management science, appears relevant because it queries the organizational functioning and the role of human resource management. This research has two objectives: contribute to a better understanding of suffering at work in producing a clear definition of this concept, and theorize the link between suffering at work and work commitment in defining how these constructs influence each other. Our research is motivated by the question : what relationship is there between suffering at work and work commitment ? To answer, we rely on conservation of resources theory. The results of this research show that suffering at work arises from a loss of organizational ressources causing an erosion of subjective resources that allow the individual to define himself, and creates a specific form of work commitment : the over-involvement. It is rooted in the suffering at work itself and it is guided by negative experiences of work forcing of negative feelings toward the organization.

This dissertation provides a theological and sociological examination of the moral crisis of the Korean church based on ethical paradigms from Stanley Hauerwas and H. Richard Niebuhr. The dissertation also explains and critically analyzes the ethical problems of the Korean church and the assimilation of narratives and unethical practices from Korean society into the Korean church. Besides analyzing the influence that this assimilation has had on the moral formation of the Korean church, the study also suggests theological resources for correcting this problem. The thesis of the dissertation is that an ethical framework based on the work of Stanley Hauerwas and H. Richard Niebuhr not only explains the assimilation of cultural and ecclesial narratives that has led to the moral crisis of the Korean church but also offers an effective approach for forming the character of the church in positive ways. The dissertation emphasizes the necessity of finding new narratives for the Korean church and Korean society. It shows how Hauerwas's approach and Niebuhr's ethical categories can benefit a community like the Korean church, which has experienced a moral crisis of corruption and a lack of public trust over the past several decades.

This study was encouraged by the fact that the theoretical terrain of ethics in public administration and management posits that, despite the existence of a code of conduct that regulates the conduct of municipal functionaries and councillors at local government sphere, the ethics in practice in general are still illusive. All this revolves around the main guiding research objective for this study which was to examine the reception of a code of conduct by municipal functionaries and councillors at the Capricorn District Municipality in the Limpopo Province. In exploring the main question of this study, the researcher developed an understanding of the concept ethics in Public Administration by selecting ethics theories namely: consequentialism, deontology and virtue theories. From the lesson learnt, it is evident that throwing around charges about which theory is truly ethical and which one should be followed or should guide municipal functionaries and councillors in making policy decisions is pointless. There is no ethical system which appeals to all people, or even to the same person in different situations. It is undoubtedly the case that consequentialists, deontologists and those who stand by virtue theories can each be sincere in believing their system embodies goodness and morality. The formulation of the Code of Conduct for the South African local government indicates the commitment of the South African government to enhancing ethical conduct. This Code contains a uniform set of ethical guidelines and applications for use throughout local government. It is also clear that the Code of Conduct has been drafted so as to be as clear as possible, but a detailed standard of conduct and disciplinary measures are not provided. This is a great challenge as it poses concerns about the accountability of municipal functionaries and councillors, and about how disciplinary measures on unethical conduct of politicians and officials should be handled. Chapter 3 forms an understanding of how culture, religion and language have ethical significance for community and tradition particularly when municipal functionaries and councillors make decisions. The promotion of an appropriate local government culture posits that, in order for a municipal manager and a mayor to make better decisions, they must take the need to understand the diversity of the local government into consideration. The most important point to be drawn from chapter 4 is that, besides legal instructions, the nature and influence of human behaviour through leadership and ethics infrastructure such as appointing an ethics officer and using whistle blowing as a system to enhance ethical conduct is important. In outlining the statutory and regulatory framework that directs public officials and politicians’ ethical conduct in South Africa, it was identified that South Africa is highly conscious of differences between individuals; therefore it is unlikely that legislation and current initiatives will suffice to enforce ethical behaviour among public officials, councillors and municipal functionaries. Another finding of this study is that the only official document available as the Code of Conduct for local government can be found in the Local Government Municipal Systems Act 32 of 2000 in Schedule 1 and 2, and also in the Local Government Municipal Structures Act 117 of 1998 in Schedule 5. This finding is an indicative that South African local government does not have an official Code of Conduct as a separate document for ethical conduct. Following this finding, the recommendation is therefore that a separate document should be designed, formulated and emphasised. / Public Administration and Management / D. Litt. et Phil. (Public Administration)

Text in English / This thesis investigates whether or not the press reported unethically on South Africa’s 2014 General Elections in the weekly national newspapers the City Press, Sunday Times and the Mail & Guardian. This study was undertaken on the basis of the ongoing contention between the press and the state which has resulted in polarised positions between both institutions amid accusations of press bias. It has given voice to measures to regulate the press through a Media Appeals Tribunal (MAT) and proposed state regulation. This could negatively impact free speech, public interest and ultimately democracy. This researcher contends that this will not be in the best interest of South Africa. Through this study, it is argued that an ethical press that executes a libertarian duty to society, integrating a watchdog role over the state, while simultaneously overseeing its social responsibility to society, upholds the welfare of society and democracy and should therefore not be regulated by the state. The elections thus forms an important platform for the press to demonstrate unbiased ethical reportage to the state in the wake of being regulated and prove its fundamental role in society’s interest and democracy. Therefore, to determine whether the election coverage was ethical or unethical, the problem investigated whether the press, that is, the print medium in the form of the newspaper, reported truthfully, in a balanced manner and independently for South Africa’s 2014 General Elections, upholding its watchdog and social responsibility roles. This was done through a Critical Discourse Analysis (CDA) of the front-page news reports of the aforementioned national newspapers for the cross sectional time-frame of 13 April to 11 May, 2014. This study argues that language is the most important channel of communication for the exchange of ideas and can be used as an instrument to calculatedly manipulate message and reinforce a particular viewpoint. Hence, it contends that CDA can effectively be utilised as a conceptual framework for language analysis to determine unethical press coverage by journalists. The study identifies and applies two significant theoretical models that is, the Libertarian and Social Responsibility models for the elections which further serves as a form of triangulation to verify the results of the CDA. The study challenges the conventions of a distinct libertarian or a social responsibility model for the press, arguing that both models are not mutually exclusive for the elections. The analysis shows that the press apply both social responsibility and libertarian roles simultaneously in election reporting. It further maps out the incorporation of the developmental journalism model where the press upholds the best interests of both the electorate and the state ethically, without the requirement of a state-regulated media. / Communication Science / M.A. (Communication Science)

The Eastern Cape Department of Education has become like a problem child in the Republic of South Africa. It is a cause for concern to both the provincial and national government. This is a department where service delivery is problematic. Schools are not built or renovated and children are taught in dilapidated structures or sometimes under trees. Hardly a week passes without the department making the headlines in the media for the wrong reasons. It is widely accepted that the department is dysfunctional and education is in a crisis. The department has emerged as the number one culprit of engaging in corrupt activities in the province. Public officials in the department have been identified as being at the helm of these corrupt activities. In the 200/10 financial year, the Auditor General issued a disclaimer to the department and highlighted a lack of direction, accountability and a total breakdown of internal control systems and supply chain management within the department. Numerous fraud risk indicators were identified during the audit and underlined by findings that are indicative of fraud and corruption within the department. This unfortunate state of affairs is contrary to the requirements of section 195(1) of the Constitution of the Republic of South Africa which provides for the democratic values and principles governing public administration including inter alia, that: A high standard of professional ethics must be promoted and maintained. Efficient, economic and effective use of resources must be promoted. Public administration must be accountable. This raises several questions about the ethical fitness of public officials in the department as the custodians of the public resources and trust. Though several reasons abound for this unfavourable state of affairs in the department, the researcher has singled out unethical conduct by public officials in the department and its impact on service delivery. The approach followed in this research was to analyse the 2009/10 Department of Education Annual Report and the 2009/10 Auditor General’s Report to the Eastern Cape Department of Education. The analysis confirmed the existence and occurrence of multiple cases of unethical conduct in the department. At the end scientific recommendations are proposed to alleviate this ill.

This diploma thesis is dedicated to the legal and ethical rules of advertisement, not only in relation to definitions and provisions of enactments and codes, but also to the point of view of cases solved in accordance to these rules. The thesis contains the definition of advertisement, characterization of illegal and unethical advertisement, description and comparison of self-regulation in the Czech Republic and the United Kingdom, including codes which are applied by these bodies. The self-regulation of European Union is described marginally. The other part of the thesis represents opinions of consumers in connection with ethical principles in advertisements and advertisements in general. A significant part of the thesis is dedicated to the analysis of complaints and cases received and resolved by both self-regulatory bodies in the Czech Republic and the United Kingdom and cases resolved by Czech courts.