How the response to service incidents change customer–firm relationships

Coelho, P. S., Rita, P., & Ramos, R. F. (2022). How the response to service incidents change customer–firm relationships. European Journal of Management and Business Economics. [Advanced online publication on 10 May 2022]. https://doi.org/10.1108/EJMBE-05-2021-0157Abstract Purpose This paper analyzes previously unmeasured effects of a response to a service incident called “benevolent” within the customer –firm relationship. Design/methodology/approach A questionnaire was administered to telecommunication customers in a Western European country, and the model was estimated using partial least squares (PLS). Findings This study shows that the customer–firm relationship is surprisingly affected by the response to expected incidents that the customer interprets as acts of benevolence or opportunism. This research also shows that the firm's incident response interpreted as benevolence or opportunism has an effect that merely positive or negative events do not. Acts of benevolence response towards an incident positively affect customer–firm relationship quality, and expectations of such acts may lead to an upward spiral in customer commitment. Originality/value While benevolence trust has been proposed and studied before, the response to incidents interpreted as benevolent or opportunistic and their consequences have been under-studied, hence exhibiting a research gap.publishersversionepub_ahead_of_prin

Watchful waiting? Portuguese approach to otitis media with effusion

Vera-Cruz, P., Larroudé, A., Gouveia, N., Mendes, J., & Coelho, P. S. (2021). Watchful waiting? Portuguese approach to otitis media with effusion. Nascer e Crescer: Birth and Grwoth Medical Journal, 30(1), 143-151. https://doi.org/10.25753/BirthGrowthMJ.v30.i3.19192Otitis media with effusion (OME) is an important public health problem. Several clinical practice guidelines for diagnosis and treatment of OME are in place, including from the American Academy of Otolaryngology-Head and Neck Surgery (AAO-HNS). This study aimed to evaluate the clinical practice of OME diagnosis and treatment among the Otolaryngology medical community working in Portugal. Material and methods: A questionnaire was developed based on AAO-HNS guidelines regarding placement of tympanostomy tubes in children. Each directive was transformed into a question, and further questions were added to improve the characterization of the population and its practices. Results: Answers provided agreed with “recommendations” and “recommendations against” enunciated in the guidelines. The exceptions were recommendations regarding the adoption of measures to prevent water from entering the external ear canal of children with tympanostomy tubes and the use of drugs. Questions asked outside guidelines scope revealed that 96.7% of doctors consider children’s age and 49.1% wait for the end of summer when deciding about surgery for tube placement, 68% recommend bathing in beaches, and 21.9% recommend mineral water treatment.publishersversionpublishe

Clinical usefulness of the electroencephalogram in acute stroke: a preliminary study

Introduction: Stroke is the main cause of disability worldwide, being the first cause of death in Portugal. In the first hours of the event, the cranioencephalic CT scan (CT Scan) does not show the lesion in about 74% of cases, making validation of alternative diagnostic approaches of utmost importance. The electroencephalogram (EEG) may provide useful information for the diagnosis and prognosis of stroke. Objective: To study the potential usefulness of the EEG for the early diagnosis of acute stroke in patients with initial negative CT Scan, and for the evaluation of the functional status and risk of epilepsy. Methods: Retrospective analysis of patients with ischemic stroke who underwent EEG and acute phase CT scan between January 2014 and February 2018. Patient characteristics and stroke were classified according to the Oxfordshire Community Stroke Project (OCSP) criteria. The patients were functionally evaluated at 12 months post-stroke by the modified Rankin Scale (mRS) and the existence of post-stroke epilepsy was determined by telephone interview on February 2018. Results: Thirty patients (25 females and 5 males, mean age 70.5 years) were included. According to the OCSP were identified: 40% TACS, 37% PACS, 10% LACS and 13% POCS. 50% with acute vascular injury visible on the initial CT Scan performed with 7 hours of evolution in median. All patients underwent EEG with a median of 3 days of evolution, and slow focal activity was observed in all patients, and focal paroxysmal activity (PA) was seen in 17% of the participants. 17 patients (58% of patients) developed post-stroke epilepsy (PSE) with 4 of these having PA evidence in the initial EEG (24%). One of the patients with PA in the initial EEG did not develop epilepsy during a 4 years follow-up period. In patients without PA, the average of mRs at follow-up was 3.8 and the mortality was 24%, whereas in patients with PA, the mean of the mRs was 5.0 and the mortality was 40%. Conclusion: In this study, unlike CT Scan, the acute-phase EEG presented with abnormal features in all patients with acute stroke, therefore the EEG may potentially provide significant diagnostic information, estimates of risk for developing future epilepsy and also overall risk stratification. Further studies are needed to validate this hypothesis.info:eu-repo/semantics/publishedVersio

Experimental characterisation of different ecological substrates for use in green roof systems

Green roofs are made up of several components, including those belonging to the waterproofing and drainage layers, substrate, and vegetation. Of these, the substrate is undoubtedly one of the most important layers of a green roof, contributing not only to the healthy growth of vegetation but also to the water retention capacity and thermal behaviour of the whole solution. Although green roofs are widely recognized as sustainable solutions, it is possible to further improve their environmental performance by developing more ecological substrates that contain industrial by-products. Bearing this objective in mind, sixteen newly developed substrates were characterized in terms of thermal conductivity, specific heat, emissivity, water vapour transmission, hygroscopic sorption, and water retention/drainage capacity. These properties are extremely relevant when solving heat and mass transfer problems as well as for water management prediction. Two reference substrates were also studied for comparison purposes. The results showed that the new ecological substrates have properties that make them comparable to conventional substrates already available on the market. Additionally, the results showed that temperature, moisture content, and density play an important role in the behaviour of substrates of this kind and have a significant influence on many of the studied properties.This work was developed under the EGR (EcoGreenRoof) project (POCI-01-0247-FEDER033728) and the GREENFUTURE project (POCI-01-0246-FEDER-181322) co-funded by the European Regional Development Fund through Compete2020

Exploiting non-conventional yeasts for low-alcohol beer production

Non-Saccharomyces yeasts represent a very appealing alternative to producing beers with zero or low ethanol content. The current study explores the potential of seven non-Saccharomyces yeasts to produce low-alcohol or non-alcoholic beer, in addition to engineered/selected Saccharomyces yeasts for low-alcohol production. The yeasts were first screened for their sugar consumption and ethanol production profiles, leading to the selection of strains with absent or inefficient maltose consumption and consequently with low-to-null ethanol production. The selected yeasts were then used in larger-scale fermentations for volatile and sensory evaluation. Overall, the yeasts produced beers with ethanol concentrations below 1.2% in which fusel alcohols and esters were also detected, making them eligible to produce low-alcohol beers. Among the lager beers produced in this study, beers produced using Saccharomyces yeast demonstrated a higher acceptance by taster panelists. This study demonstrates the suitability of non-conventional yeasts for producing low-alcohol or non-alcoholic beers and opens perspectives for the development of non-conventional beers.This research was supported by European Structural and Investment Funds in the ESIF component, through the Operational Competitiveness and Internationalization Program (COM‐ PETE 2020), in the framework of the project YES (project reference POCI‐01‐0247‐FEDER‐070135), and by the Portuguese Foundation for Science and Technology (FCT, Portugal) under the scope of the strategic funding of UIDB/04469/2020.info:eu-repo/semantics/publishedVersio

Manifestações bucais do pênfigo

In spite of its unknown ethiology, there are important indications that phemphigus may be directly related to the immunesystem. Considered by many authors as an auto-immune disease, it may occur in any of its five subtypes which present with similar features. However differential diagnosis among these forms may be done based on specific characteristics typical of each subtype. This entity is significantly important to dentists once its earliest manifestations most commonly occur in oral cavity and only some time later systemic signs and symptoms manifest. The subtypes of this disease are: pemphigus vulgaris (PU), pemphigus foliaceus (PF), paraneoplasic pemphigus (PUP), pemphicoid cicatritial (PC) and benign familial pemphigus pemphigoid. Is a hereditary rare disease with an autossomic dominant pattern without any relation with treatment for (penfigo vulgar) is based on suppression of immunologic activity using corticosteroids or non hormonal immunossupressive. This pathology affects more frequently adults, especially elderly. Nevertheless, literature refers rare occurance in children and adolescents. Besides that, there’s no apparent correlation between this disease and gender. Early diagnosis is necessary in order to avoid poor clinical evolution of patients without specific treatment. Even though Phemphigus not a frequent disease, it is a relevant topic, such condition may lead to death if not correctly treated. It’s essential that dentists, in their daily practice, know the measures that should be taken to deal with patients who present with recurrent erosive lesions aiming to consider the possibility of phemphigus.Considerada por diversos autores como sendo uma doença auto-imune, o pênfigo pode ocorrer sob a forma de cinco diferentes subtipos: pênfigo vulgar, pênfigo vegetante, pênfigo eritematoso, pênfigo foliáceo e o pênfigo familiar benigno. Suas primeiras manifestações ocorrem na cavidade bucal seguindo-se das reações sistêmicas algum tempo depois de instalada a doença. Esta doença acomete com maior freqüência indivíduos adultos, principalmente idosos, sendo de ocorrência rara em crianças e adolescentes. Não parece haver relação com o gênero. O diagnóstico precoce é indispensável devido ao seu curso mórbido se não for tratada criteriosamente. O tratamento do pênfigo vulgar se baseia na supressão da atividade imunológica através do uso de corticóides e/ou medicações imunossupressoras não hormonais. Apesar dessa enfermidade ser pouco freqüente, não se pode perder de vista sua relevância, uma vez que pode levar aoóbito, se não for devidamente tratada. O cirurgião-dentista deve estar atento para a investigação de lesões bucais erosivas e recidivantes visando afastar a possibilidade de pênfigo. As primeiras manifestações do pênfigo vulgar podem aparecer na cavidade bucal, sendo caracterizadas pela persistência e duração, significativamente, maior do que as lesões cutâneas. Essa forma é de difícil diagnóstico clínico, devido à rápida ruptura do teto fino e friável das bolhas, sendo que mais de 50% dos indivíduos acometidos por essa doença, desenvolvem lesões bucais antes das lesões cutâneas. Um bom achado clínico dessa enfermidade é a verificação da positividade do sinal de Nikolsky, assim como são considerados relevantes os índices de positividade dos ensaios de imunofluorescência indireta. O tratamento do pênfigo vulgar se baseia na supressão da atividade imunológica dos indivíduos portadores dessa enfermidade

Flowering, fruiting and physiology of apple tree under different irrigation levels in the Brazilian semiarid region

The objective of this study was to evaluate the effect of different irrigation levels on flowering, fruit set, carbohydrate and protein content and gas exchange, of apple varietiesin the Brazilian semiarid region. The experimental design was a randomized block with split plots with five replications and four plot irrigation levels (60, 80, 100, and 120% of the reference evapotranspiration (ETo)) and the subplots with two cultivars (Juliet and Princess). As a result, it was found that the number of flowers (NFL), fruits (NFR), shoot percentage (SP) and fruit set (FS) were higher in cv. Juliet. The number of buds (NB) and the fertility index (FI) were higher in cv. Princess. With regard to metabolites, reducing sugar content (RS) had no significant effect among cultivars. The non-reducing sugar content (NRS), total soluble sugar (TSS) and total soluble proteins (TSP) were higher in cv. Princess. As for irrigation depths, TSP, sprouting, flowering and fruit set increased along with the amount of water applied, while the RS, NRS and TSS contents had the opposite behavior.The objective of this study was to evaluate the effect of different irrigation levels on flowering, fruit set, carbohydrate and protein content and gas exchange, of apple varietiesin the Brazilian semiarid region. The experimental design was a randomized block with split plots with five replications and four plot irrigation levels (60, 80, 100, and 120% of the reference evapotranspiration (ETo)) and the subplots with two cultivars (Juliet and Princess). As a result, it was found that the number of flowers (NFL), fruits (NFR), shoot percentage (SP) and fruit set (FS) were higher in cv. Juliet. The number of buds (NB) and the fertility index (FI) were higher in cv. Princess. With regard to metabolites, reducing sugar content (RS) had no significant effect among cultivars. The non-reducing sugar content (NRS), total soluble sugar (TSS) and total soluble proteins (TSP) were higher in cv. Princess. As for irrigation depths, TSP, sprouting, flowering and fruit set increased along with the amount of water applied, while the RS, NRS and TSS contents had the opposite behavior

Divergence between confidence and knowledge of endodontists regarding non-odontogenic pain

This study aimed to assess the self-reported levels of confidence and knowledge related to non-odontogenic pain among a group of Brazilian endodontists. Methodology: A total of one hundred and forty-six endodontists affiliated with the Brazilian Society of Endodontics participated in the survey. The questionnaire, distributed via email or WhatsApp, contained inquiries designed to gauge self-perceived confidence and knowledge concerning non-odontogenic pain. The practitioners were categorized into four groups based on their self-reported familiarity with various orofacial pain types, classified as either sufficient or insufficient, and on their engagement in ongoing educational programs related to orofacial pain. Data were analyzed by Chi-Square Test and Fischer’s exact test (p<0.05). Results: Overall, self-reported confidence about non-odontogenic pain was high, especially for endodontists who considered their knowledge about orofacial pain sufficient, regardless of whether they had (71.1% - 97.8%) or not (35.7% - 96.4%) been continuously involved in education courses on orofacial pain. In general, self-reported knowledge about non-odontogenic pain was insufficient (0% - 42%), except in the question about how they would act in cases of pain that persists beyond the normal healing time after an endodontic procedure (70.6% - 81.9%). In general, endodontists are confident in their diagnosis and treatment of non-odontogenic pain. Nonetheless, this confidence did not correlate with a commensurate knowledge depth of. Thus, specialization courses in endodontics should highly consider training and qualifying these professionals in the diagnosis of non-odontogenic pain

AVALIAÇÃO MICROBIOLÓGICA NO LEITE DE VACA in natura E PASTEURIZADO COMERCIALIZADO NA CIDADE DE TUCURUÍ, PARÁ

The objective of this work is to evaluate microbiological parameters of milk and veal marketed in the city of Tucuruí, in the state of Pará. To this, were made analysis of total coliform, coliform organisms, Salmonella sp. and Staphylococcus spp. of 14 samples (seven pasteurized and seven in natura). The methods used for the microbiological analysis were according to Resolution RDC nº 12, of January 2, 2001 of the National Agency of Sanitary Surveillance, in line with the parameters proposed by the American Public Health Association. For total coliforms, the pasteurized milk presented six samples with values of <0,3 NMP/mL and only one with value 20 NMP/mL; already the milk in natura presented values that varied between 43 NMP/ mL to 1100 NMP/mL. For coliform organisms, all of the samples of milk pasteurized were with the value <0,3 NM/mL; for samples of milk in natura, the values were between <0,3 NMP/mL and 1100 NMP/mL. For Salmonella, of the 14 samples analyzed, only one of milk in natura showed positive result for this parameter. For Staphylococcus spp., only three samples of pasteurized milk were positive, with results of 2x10 UFC/mL to 8x10 UFC/mL; for the milk in natura, all of the samples were positive, with results between 2,5x102 UFC/mL to 8,8x104. With this, the results indicate that there is still need for improvement in the standardization of this raw material and in the techniques even more effective handling of milk in the municipality of Tucuruí, Pará.Keywords: Hygiene; Standardization; Beef.Objetivou-se neste trabalho avaliar os parâmetros microbiológicos do leite bovino comercializado na cidade de Tucuruí, no estado do Pará. Para isso, foram feitas análises de coliformes totais, coliformes termotolerantes, Salmonella sp. e Staphylococcus spp. de 14 amostras (sete pasteurizadas e sete in natura). Os métodos aplicados para as análises microbiológicas foram segundo a Resolução RDC nº 12, de 2 de janeiro de 2001 da Agência Nacional de Vigilância Sanitária, em consonância com os parâmetros propostos pela American Public Health Association. Para coliformes totais, o leite pasteurizado apresentou seis amostras com valores de <0,3 NMP/mL e somente uma com valor de 20 NMP/mL; já o leite in natura apresentou valores que variaram entre 43 NMP/ mL à 1100 NMP/mL. Para coliformes termotolerantes, todas as amostras de leite pasteurizados estavam com o valor <0,3 NM/mL; para amostras de leite in natura, os valores ficaram entre <0,3 NMP/mL e 1100 NMP/mL. Para Salmonella, das 14 amostras analisadas, somente uma de leite in natura demonstrou resultado positivo para este parâmetro. Para Staphylococcus spp., somente três amostras de leite pasteurizado foram positivas, com resultados de 2x10 UFC/mL a 8x10 UFC/mL; para o leite in natura, todas as amostras foram positivas, com resultados entre 2,5x102 UFC/mL à 8,8x104. Com isso, os resultados indicam que ainda há necessidade de melhoramento na padronização dessa matéria-prima e em técnicas ainda mais eficazes de manipulação do leite no município de Tucuruí, Pará.Palavras-chave: Higienização, padronização, bovinocultura