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Copyright of Revista Foco (Interdisciplinary Studies Journal) is the property of Revista Foco and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of Revista Foco (Interdisciplinary Studies Journal) is the property of Revista Foco and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of Revista Foco (Interdisciplinary Studies Journal) is the property of Revista Foco and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of Revista Foco (Interdisciplinary Studies Journal) is the property of Revista Foco and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

The inventory management is a fundamental storage and control of stocked items strategy to foment a business success. Excess stock means wasted money and insufficient products cause financial, customer trust and future sales loss. Considering this context, the inventory policy must be well done and executed that the company can improve the service level, optimize the warehouse and the entire demand can be fulfilled. This archive presented the main parameters that were used as a guide to define the inventory policy of a beauty segment manufacture, with an emphasis on safety stock fundamentals and classification of each finished product by ABC XYZ Curve. With the new inventory management proposal, it was possible to obtain a 14% reduction in the volume of excess inventory, a change in the production strategy of the 583 items and an increase in the level of customer service to 95%. The present work exposed the need for a portfolio review with a multidisciplinary team and the elaboration of performance metrics are fundamental to find opportunities for stock improvements. [ABSTRACT FROM AUTHOR]

The aim of the present study was to measure the sound pressure levels generated in a restaurant kitchen located in the countryside of São Paulo - SP. This is a field study whose measurements were made in the internal spaces of a restaurant kitchen and in four cardinal points and a center one, before, during and after customer service. The material used comprised in a Minipa decibel meter. The results revealed a statistical difference between the sound pressure levels measured before and during customer service, and during, the levels were higher. It is possible to conclude that the sound pressure levels obtained are above the allowed by ABNT-NBR 10.152 rule. Noise control measures are necessary, in order to provide better acoustic comfort to workers. [ABSTRACT FROM AUTHOR]

Copyright of Brazilian Business Law Journal / Administração de Empresas em Revista is the property of Administracao de Empresas em Revista and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

One of the Brazilian regions that receives more funds of the Food Purchase Program (PAA) is the Northeast region, where is located the State of Maranhão, the object of study of this work. In view of its relevance, one intends to identify the number of municipalities from the State of Maranhão that received funds from the PAA, as well as the amounts received during the period from 2010 to 2018, by means of table and graph analysis, in addition to observing the effects of the PAA on the total GDP and on sectoral GDPS (agricultural & livestock, industry and services sectors) of the economy of the State of Maranhão, by means of quantile regression. The results showed that the number of municipalities that received funds from the PAA oscillated during the period, with higher frequencies in 2011 and 2012 and lower frequencies in 2014 and 2015 and observed a positive effect of the program on the total GDP and on the sectoral GDPs. [ABSTRACT FROM AUTHOR]

Copyright of Revista Producao Online is the property of Associacao Brasileira de Engenharia de Producao and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of Revista Fatec Zona Sul (REFAS) is the property of Revista Fatec Zona Sul (REFAS) and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

This article aims to analyze the access of Pernambuco family farmers to technical guidance. It is intended, therefore, to understand the dynamics of the distribution of the provision of technical services from different organizations. The research, of a quantitative nature, was based on the analysis of data from the 2017 Agricultural Census. Among the results, it was noticed that the performance of the different institutions was limited. But, even so, the government sector is the primary source of technical advice to the rural establishments. Also observed was that rural establishments run by men had proportionally more access to technical assistance than those run by women, as well as guidance aimed at landowners, organized farmers and those dedicated to livestock farming. Other aspects that stood out include to the low number of farmers who had access to technical information through the internet and the high number of farmers without access to this information. [ABSTRACT FROM AUTHOR]

Copyright of Turismo: Visão e Ação is the property of Turismo-Visao E Acao and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of Exacta is the property of Exacta - Engenharia de Producao and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of Revista Producao Online is the property of Associacao Brasileira de Engenharia de Producao and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of Teoria Jurídica Contemporânea is the property of Teoria Juridica Contemporanea and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of Revista de Direito Internacional Econômico e Tributário (RDIET) is the property of Revista de Direito Internacional Economico e Tributario (RDIET) and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of Revista Comunicação Midiática is the property of Universidade Estadual Paulista, Faculdade de Arquitetura, Artes e Comunicacao and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

In the service environment, consumer's interaction interferes on the perception of quality and satisfaction. Consumer's compatibility is more relevant in services with long time of interaction and proximity among people, such as language courses. This research aimed to analyze how interaction among consumers is managed in language schools. We carried out a qualitative research with interviews with professionals who work in language schools in the city of São Paulo. We confirmed the importance of managing interaction among consumers in language courses. Student's age difference is a relevant factor for the services provision, since it shapes other characteristics, such as knowledge, maturity, interests, availability of schedules and motivation to carry out the course. The management of students' interaction occurs mainly due to segmentation and teachers' role in the classroom. When there is a lack on segmentation, teachers' role are more important. In these cases, teacher training and pedagogical support facilitate this activity. When there is flawed management "flexibility" and "balance" were found as means for the teacher to account for differences in the classroom, which is opposite to the desirable proactive role for preventing negative interactions. We suggest that schools manage interactions in order to provide a quality service. This study is original in approaching interaction in language schools from a management perspective. [ABSTRACT FROM AUTHOR]

Copyright of Estudios Gerenciales is the property of Universidad ICESI and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of Caderno de Administração is the property of Universidade Estadual de Maringa and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of Brazilian Business Law Journal / Administração de Empresas em Revista is the property of Administracao de Empresas em Revista and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

The article presents an action research in a software developer company of Caxias do Sul / RS. In 2014, the company identified a retention rate of 43%, considered low index for the segment and type of product in study. Faced with this problem, the company verified the need to implement the After-Sales Sector. Through this industry, the services offered to the customer have the potential to become the most profitable part of the company's operations, resulting in better customer retention, better competitive positioning for the core business, growth in sales revenues, and profitability provided by existing customers. After its implementation, the results showed that there was an increase in active customers with the increase in the number of new CATS, increase in billing, increase in the number of clients with more than one license, as well as a decrease in the number of queries regarding doubts of activation and use. [ABSTRACT FROM AUTHOR]

Customer retention has been a significant theme in the literature on the relational exchange in service providers. This study aimed to develop and test a theoretical model considering the constructs: the reputation of the services provider and switching costs as determinants of customer retention. To that end, a descriptive and quantitative research was applied through a survey to 269 client companies of a health plans operator. The results were analyzed using structural equation modeling and mediation was tested using a bootstrapping procedure. The results show that customer retention is directly and positively influenced by the reputation of the service provider and switching costs. Though, it was not confirmed the mediation of switching costs between the reputation of the service provider and customer retention. [ABSTRACT FROM AUTHOR]

In this 21st century, driven by the spread of internet access, exponential technological advances have taken place. In this context, commercial operations and, at the same time, electronic commerce contributed decisively to organizational changes. Thus, the objective of this study is to understand the customer service process based on a marketplace strategy. For this, a case study was carried out, with a pre-structured questionnaire, with an e-commerce company, highlighting the decisions throughout the transactional process. Given the notes, it was proved that the marketplace strategy is aligned with the definition that quality in electronic commerce is a multidimensional construct. The article's limitation is the unique case study, which exclusively contemplated the supply chain focal enterprise perspective. Future studies will be able to address this theme by expanding the sample of companies for analysis - both upstream and downstream of the focal company - and extending the research to major marketplace players. The social contribution also stands out, considering the possibilities for small organizations to access markets with barriers due to financial, logistical, or marketing issues. [ABSTRACT FROM AUTHOR]

Copyright of Exacta is the property of Exacta - Engenharia de Producao and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

There is a strong connection between marketing and logistics that fosters customer loyalty and can increase the profitability of an organization. The objective of this work is to understand this relationship between logistics and marketing where their mixes are involved when the main target is the consumer. The work was carried out based on bibliographical research through books according to the chosen subject. The relevance of the article is the understanding between logistics and marketing, the involvement between them makes them reach the main target that is the consumer. Marketing having as its base the exchange, where two parties have something of value, logistics deals with the action plan of a venture and customer service is the main key to leverage a company. However, the mixes of these two markets unite and bring to the corporation the success and appreciation of its final consumers, optimizing the supply chain in an effective way in costs. [ABSTRACT FROM AUTHOR]

This study emerges from an experience of the pedagogical practice of a teacher in the Education of Young and Adults (EJA), through the Worker Education Program in the Social Service of Industry - (SESI), in the municipality of Mossoró / RN. The objective is to report some pedagogical experiences in the education of young people and adults. The research portrays the performance of the teacher in what concerns the process of acquisition of reading and writing in this mode of teaching. We used as a methodology the experience of the experience of the teacher of this institution. It is observed that, without a planned and systematic didactic action according to the context of the students, a satisfactory and motivating learning is not possible. Finally, it is concluded that the apprehension of literacy and literacy by young people and adults occurs in a unique way and is necessary for that, an organization of contents, motivation, with solid planning to achieve the objectives, and seek meaningful and contextualized elements to obtain relevant learning in this modality of teaching. [ABSTRACT FROM AUTHOR]

Customer retention has been a significant theme in the literature on the relational exchange in service providers. This study aimed to develop and test a theoretical model considering the constructs: the reputation of the services provider and switching costs as determinants of customer retention. To that end, a descriptive and quantitative research was applied through a survey to 269 client companies of a health plans operator. The results were analyzed using structural equation modeling and mediation was tested using a bootstrapping procedure. The results show that customer retention is directly and positively influenced by the reputation of the service provider and switching costs. Though, it was not confirmed the mediation of switching costs between the reputation of the service provider and customer retention. [ABSTRACT FROM AUTHOR]

Technological changes in the banking industry have led to significant transformation in customer services. Institutions have begun to offer their services through alternative channels, such as mobile banking. Despite its popularity, there is still resistance to the use of mobile banking among some customers. This study analyzes the factors that influence the adoption of mobile banking in Brazil. Due to the quantitative nature of this research, a survey (n = 411) was used for data collection. The influencing factors were analyzed and discussed using the UTAUT model. The results showed that performance expectation, perceived credibility and intention to use are the main factors that influence the adoption and use of mobile banking in Brazil. This research adds one empirical study that supports the UTAUT model - applied to mobile banking in Brazil. From a practitioner's perspective, the results of this study may help bank managers to better target and promote investments related to mobile services focusing on bank security, and to market strategies in order to positively influence intentional behaviors in the use of mobile banking services. [ABSTRACT FROM AUTHOR]

This article will addresses the realization of the procedures of consensual solutions of conflicts involving companies and consumers of goods and services, due to the edition of recent norms of the National Council of Justice of Brazil and of the General Justice Department of the State of São Paulo, allowing the realization of conciliation and mediation in the field of out-of-court services. [ABSTRACT FROM AUTHOR]

Faced with the evolutionary scenario of the telecommunications sector and the highly competitive market in Brazil and the constant need to rethink the quality of the service provided, there is a need to generate differentiated customer experience as a way of growth and maintenance of the customer base. In this way, this research sought to analyze the operational actions that guide the operations area of a company that provides mobile telephony service to meet the Customer Experience concept, which was adopted by the organization as a business strategy. For that, a theoretical study on operational strategy based resource vision (VBR) and customer experience was carried out. The data collection was performed through an open interview with managers of the operational area, as well as public data of the company in question, maintaining the confidentiality necessary for the execution of the research. Discourse analysis was used as a methodology, in order to obtain the interviewee's understanding not only of what was said but also of the meaning of what he had reported. The result allowed to identify great opportunity in relation to the use of organizational, physical and human resources. With this, it is hoped to contribute to improve the vision of the operation on the aspects of the business in a large Corporation. [ABSTRACT FROM AUTHOR]

Copyright of Revista Producao Online is the property of Associacao Brasileira de Engenharia de Producao and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of Revista Producao Online is the property of Associacao Brasileira de Engenharia de Producao and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of Journal of Business & Projects / Revista de Gestão e Projetos is the property of Revista de Gestao e Projetos and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of Revista de Ciências da Administração is the property of Universidade Federal de Santa Catarina, Departamento de Ciencias da Administracao and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Considering the objective of the service providers to retain their customer, the main of this article was to analyze customer satisfaction with the service provided by a financial institution, before and after the implementation of structured actions of Customer Lifecycle Management (CLM) method. For this analysis, the data were extracted from a research based on the Net Promoter Score (NPS) methodology and analyzes have been performed of clusters which were done in the three segments of the studied institution through the grouping method (k-means technique), furthermore, the proposition of actions to minimize the indicated dissatisfactions. The attributes "attendance" and "interest / high rates" highlighted as the result of the reasons for dissatisfaction, thus were generating improvement actions that develop these attributes positively. [ABSTRACT FROM AUTHOR]

The present work analyzes the demand of service orders for maintenance service of a company that supplies electricity to a region of the state of Rio Grande do Sul. The objective is to predict the demand for maintenance teams based on the historical data of the previous year, to reduce the time between entering the customer service order and solving the problem by the team. To predict the demand, three quantitative demand forecasting methods based on time series were evaluated, the method of simple exponential smoothing, Holt smoothing and Winter smoothing. The data were grouped by day of the week, according to the correlation study performed, and after, the methods were evaluated. Based on the errors found, it was defined that the most appropriate method was Holt smoothing and was confirmed through the analysis of the accompanying signal. [ABSTRACT FROM AUTHOR]

Copyright of Revista de Contabilidade & Controladoria is the property of Revista de Contabilidade & Controladoria RC & C and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of Brazilian Journal of Law & International Relations / Relações Internacionais no Mundo is the property of Relacoes Internacionais no Mundo and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of Revista de Contabilidade & Controladoria is the property of Revista de Contabilidade & Controladoria RC & C and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of Revista Retratos de Assentamentos is the property of Revista Retratos de Assentamentos and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of Revista Retratos de Assentamentos is the property of Revista Retratos de Assentamentos and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

The purpose of this paper is to discuss the thematic of customer-centered quality in academic libraries and contribute to the importance of quality evaluations based on the perception of their customers for this type of library. It is especially important in Brazil, where evaluations of higher education institutions and their infrastructure items, including libraries, are compulsory. It highlights a specific methodology, the LibQUAL+®, created in the United States and used in hundreds of libraries around the world, but without any perceptible application in Brazil as yet. From the analysis of LibQUAL+® assessment procedures, the article aims to present the benefits that can be achieved from the application of this methodology as well as it intends to verify the possibilities of using it in academic libraries in Brazil. It concludes that the methodology presents aspects which can support the academic library management, as identifying strong and weak points of the services, becoming closer to the library´s customers’ needs, comparing the library performance with other libraries and defining the best practices in the field, besides contributing to a more professional management of the libraries.

Copyright of RACE- Revista de Administraçâo, Contabilidade e Economia is the property of Revista de Administracao, Contabeis e Economia-RACE and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of REMark: Revista Brasileira de Marketing is the property of Revista Brasileira de Marketing (UNINOVE) and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)