Managing customer relationships through price and service quality

This paper examines the ways in which a service provider's policies on pricing and service level affect the size of its customer base and profitability. The analysis begins with the development of a customer behavior model that uses customer satisfaction and depth of relationship as mediators of the impact of price and service level on profitability. Based on this model of customer behavior, the system is analyzed as a queuing network from which the properties of the aggregate population's behavior are derived. The analysis reveals the counterintuitive result that a policy that involves a decrease in prices or an increase in service level may lead to a smaller customer base. However, this policy may also lead to higher profits. The novelty of this result lies in the explanation of the phenomenon: that when the customer base decreases due to a change in prices or service quality, companies may experience gains in profit that result not from a decrease in costs associated with serving fewer customers but from an increase in revenues resulting from the indirect effects of the lower prices or higher level of service on customer behavior. The application of optimization techniques to the model developed in this paper yields optimality conditions through which managers can assess the long-term profitability of their pricing and service-level policies.Customer relationship management; operations/marketing interface; two-part tariffs; service operations management; service quality;

Health service quality scale: Brazilian Portuguese translation, reliability and validity

Background: the Health Service Quality Scale is a multidimensional hierarchical scale that is based on interdisciplinary approach. This instrument was specifically created for measuring health service quality based on marketing and health care concepts. the aim of this study was to translate and culturally adapt the Health Service Quality Scale into Brazilian Portuguese and to assess the validity and reliability of the Brazilian Portuguese version of the instrument.Methods: We conducted a cross-sectional, observational study, with public health system patients in a Brazilian university hospital. Validity was assessed using Pearson's correlation coefficient to measure the strength of the association between the Brazilian Portuguese version of the instrument and the SERVQUAL scale. Internal consistency was evaluated using Cronbach's alpha coefficient; the intraclass (ICC) and Pearson's correlation coefficients were used for test-retest reliability.Results: One hundred and sixteen consecutive postoperative patients completed the questionnaire. Pearson's correlation coefficient for validity was 0.20. Cronbach's alpha for the first and second administrations of the final version of the instrument were 0.982 and 0.986, respectively. for test-retest reliability, Pearson's correlation coefficient was 0.89 and ICC was 0.90.Conclusions: the culturally adapted, Brazilian Portuguese version of the Health Service Quality Scale is a valid and reliable instrument to measure health service quality.Universidade Federal de São Paulo, Plast Surg Postgraduat Program, BR-04024900 São Paulo, BrazilUniv Vale Sapucai, Dept Surg, Div Plast Surg, BR-37550000 Pouso Alegre, MG, BrazilIESE Business Sch, Barcelona 08034, SpainAllCells LLC, Emeryville, CA 94608 USAUniversidade Federal de São Paulo, Plast Surg Postgraduat Program, BR-04024900 São Paulo, BrazilWeb of Scienc

Reviver Centro Project and the urban transformation of the centre of Rio de Janeiro

With the closure of non-essential commercial activities, suspension of in-person events and restriction of the movement of people (and of capital) due to the SARS-Covid 19 epidemic, several cities around the globe saw the collapse of their economies. And in the central region of Rio de Janeiro city it was no different: the process of recent urban re-signification, which had already been suffering the effects of the political-economic crises since 2014, was significantly worsened by the current health crisis. Thus, the Reviver Centro project emerges as a new proposal for the transformation of the central region – focusing on the Castelo and Cinelândia areas, where the effects of the epidemic restrictive measures were more evident in social and economic terms. Amongst its guidelines, the project predicts the urban recovery of the area via a new legislation, which allows the transformation of commercial buildings into residential use – therefore encouraging the renewal of uses and spaces in the city centre. Based on studies on urban transformation processes in the region, implemented or not, since the 2000s, it is intended to explore in this work how and/or if the guidelines of the Reviver Centro urban project would respond to the 21st century city aspirations, in its essence creative, inclusive, diverse, sustainable. Keywords: city, image, identity, urban policiesCom o fechamento das atividades comerciais não-essenciais, suspensão de eventos presenciais e restrição de circulação de pessoas (e de capital) em função da epidemia de SARS-Covid 19, diversas cidades ao redor do mundo sofreram o colapso de suas economias. E na região central da cidade do Rio de Janeiro não foi diferente: o processo de ressignificação urbana recente, que já vinha sentindo os efeitos das crises político-econômicas desde 2014, foi significativamente agravado pela crise sanitária atual. Assim, o projeto Reviver Centro surge como uma nova proposta para transformação da região central – com foco nas áreas do Castelo e Cinelândia, onde os efeitos das medidas restritivas da epidemia foram mais evidentes em termos sociais e econômicos. Dentre suas diretrizes, o projeto prevê a recuperação urbana desta área se valendo de uma nova legislação, que permite a transformação de edifícios comerciais em uso residencial – incentivando, com isso, a renovação de usos e dos espaços no centro da cidade. Tendo como base estudos sobre os processos de transformação urbana na região, implementados ou não, desde os anos 2000, pretende-se explorar neste trabalho como e/ou se as principais diretrizes do projeto urbano Reviver Centro responderiam aos anseios da cidade do século XXI, em sua essência criativa, inclusiva, diversa, sustentável. Palavras-chave: cidade, imagem, identidade, políticas públicas urbanas.Peer Reviewe

Ocorrência de plantas fôsseis do subgrupo Itararé, em Salto, SP

A small collection of plants from the basal part of the Itararé Subgroup (Late Paleozoic), near Salto, São Paulo State, contains Samaropsis, Cordaicarpus, Carpolithus, (?)Trigonocarpus, (?)Noeggerathiopsis and (?)Paracalamites, associated to fragments of smooth and striate stems, leaves and possible fructifications. It is probably the lowermost occurence of Late Paleozoic plant fossils in the nor then part of Paraná Basin

Pluronic® F127 Thermoresponsive Viscum album Hydrogel: Physicochemical Features and Cellular In Vitro Evaluation

Viscum album L., popularly known as mistletoe, is well known for its anti-cancer properties, and the pharmaceutical application of hydroalcoholic dry extracts is still limited due to its low solubility in aqueous media, and physicochemical instability. The Pluronic® F127 is an amphiphilic polymer, which permits the solubilization of lipophilic and hydrophilic compounds. In this investigation, physicochemical features of hydrogel containing V. album dry extract (VADE-loaded-hydrogel) were performed by: dynamic light scattering (DLS), thermogravimetric analysis (TGA), differential scanning calorimetry (DSC), and transmission electron microscopy (TEM). VADE-loaded-hydrogel presented nanometer-size micelles with volume distribution ranging from 10.58 nm to 246.7 nm, and a polydispersity index of 0.441. The sample thermal analyses (TG and DSC) showed similar decomposition curves; however, the thermal events indicated an increase in thermal stability in relation to the presence of the extract. In addition to these interesting pharmaceutical features, IC50 values of 333.40 µg/mL and >1000 µg/mL were obtained when tumor (SCC-25) and non-tumor (L929) cells were incubated with VADE-loaded-hydrogel, respectively. The optical and ultrastructural cellular analysis confirmed the tumor selectivity since the following alterations were detected only in SCC-25 cells: disorganization of plasmatic membrane; an increase of cytoplasmatic vacuole size; alteration in the cristae mitochondrial shape; and generation of amorphous cellular material. These results emphasize the promising antitumoral potential of VADE-loaded-hydrogel as an herbal drug delivery system via in vitro assays

Interacciones tróficas entre comunidades de peces y los bosques ribereños de arroyo de tierra firme (Presidente Figueiredo - Amazonas - Brasil)

  The aim of this work was to the determining the factors that influenced the structure of a community fishes in streams of Central Amazon and examine the fish communities dependence in relationship of riparian forest. Fish were collected in streams of Lajes of Presidente Figueiredo (Amazonas-Brazil) using fishing equipment. The fish were collected every two months for one year in three collection points (mouth, medium, river). Calculations were made diversity index and dominance and composition determinations of the fish diet (frequency of occurrence, relative volume, fat content) were performed. The composition of the associations of fish was determined. Total 141 fish, over three orders and eight families were collected. The Urubuí river presented itself as the most diverse, while point Foz showed less dominance index. Considering the data obtained, the increase of anthropogenic impact on bayous near the cities and food items present in the stomachs of the species collected, we conclude that fish community of the streams studied showed dependence on riparian forest.El objetivo de este estudio fue determinar los factores que influyen en la estructuración de una comunidad de peces de arroyos en la Amazonía central, así como examinar la dependencia de la comunidad de peces en relación con los bosques de ribera. Los peces fueron recolectados en el arroyo de Lajes, situado cerca de la ciudad de Presidente Figueiredo (Amazonas-Brasil) utilizando artes de pesca. Las muestras de peces fueron recogidos cada dos meses durante un año, la colecta se realiza en tres puntos (boca, medianas, ríos). Se realizaron cálculos del índice de diversidad y de dominio, determinaciones de la composición de la dieta de los peces (frecuencia de ocurrencia, volumen relativo, contenido de grasa). Se determinó la composición de las asociaciones de peces. Se recogieron 141 especímenes, tres órdenes y ocho familias diferentes. El río Urubuí se presentó como el más diverso, mientras que el punto Foz mostró menor índice de dominancia. Teniendo en cuenta los datos obtenidos, el aumento del impacto antropogénico sobre los arroyos cerca de las ciudades y de los alimentos presentes en el estómago de las especies recolectadas, se concluye que la comunidad de peces de los arroyos estudiados mostraron dependencia de bosque de ribera

Ocorrência e estrutura de nectários extraflorais em Pterodon pubescens Benth. e em Pterodon polygalaeflorus Benth

Nectários extraflorais (NEFs) são estruturalmente variáveis e de ampla ocorrência entre as angiospermas. A ocorrência dos NEFs nas folhas de Pterodon polygalaeflorus Benth. e Pterodon pubescens Benth. (Fabaceae: Papilionoideae) foi detectada em espécimes adultas, durante a produção de novas gemas e flores. Os objetivos deste estudo foram registrar a ocorrência de NEFs em P. pubescens e P. polygalaeflorus, e fornecer dados comparativos sobre a estrutura anatômica destas estruturas. Os NEFs ocorrem na raque e estão localizados sob a inserção de cada peciólulo. Cada nectário consiste de uma pequena elevação cuja porção apical é fortemente invaginada, resultando em uma depressão (o pólo secretor), característica comum a ambas as espécies. Tricomas tectores unicelulares ocorrem ao longo da raque, sendo menos numerosos em P. polygalaeflorus, enquanto em P. pubescens eles cobrem todo o NEF. O tecido secretor consiste de células parenquimáticas com citoplasma denso. O néctar alcança a superfície dos NEFs pela ruptura da fina cutícula que cobre o pólo secretor, uma vez que ambas as espécies não apresentam estômatos ou qualquer outra interrupção da epiderme neste local. A diferença básica entre as duas espécies, em relação aos NEFs, é a densidade da pubescência, que é sempre maior em P. pubescens. Modificações estruturais e de dimensões podem ser observadas até mesmo entre os nectários basais e apicais de uma mesma raque, e portanto tais modificações não apresentam valor taxonômico.Extrafloral nectaries (EFNs) are structurally variable and widely spread among the angiosperms. The occurrence of EFNs in leaves of Pterodon polygalaeflorus Benth. and Pterodon pubescens Benth. (Fabaceae: Papilionoideae) were detected in adult specimens, at the time of production of new buds and flowers. The goals of the present study are to register the occurrence of the EFNs in P. pubescens and P. polygalaeflorus, and provide comparative data on the anatomical structures. The EFNs occur in the rachis and are located under the insertion of each petiolule. Each nectary consists of a small elevation whose apical portion is deeply invaginated, resulting in a depression (secretory pole), a common characteristic of both species. Unicellular, nonglandular trichomes occur along the rachis, being less numerous in P. polygalaeflorus while in P. pubescens they cover the EFNs. The secretory tissue consists of parenchyma cells with dense cytoplasm compactly arranged. The nectar reaches the surface of the EFNs by rupturing the thin cuticle which covers the secretory pole, since both species lack stomata or any other interruption at the epidermis. The basic difference between the two species, in relation to the EFNs, is the density of the pubescence, which is always greater in P. pubescens. Structural and dimensional modifications may be observed, even between basal and apical nectaries in the same rachis, so it does not constitute a taxonomical tool

Doença do Refluxo Gastroesofágico em Lactentes: análise global / Gastroesophageal Reflux Disease in Infants: global analysis

Objetivo: analisar as vantagens e as limitações dos tratamentos conservadores, farmacológicos e cirúrgicos disponíveis para a doença do refluxo gastroesofágico (DRGE) em lactentes, a fim de criar material atualizado acerca do tema. Revisão Bibliográfica: DRGE é uma patologia causada pelo retorno de conteúdo gástrico para o esôfago. O quadro clínico nessa faixa etária é variado e inespecífico, porém, há algumas particularidades, como regurgitações frequentes, acompanhadas frequentemente por vômitos propulsivos, recusa da alimentação, irritabilidade e baixo ganho ponderal. O tratamento consiste em medidas conservadoras e medicamentosas para a maior parte dos pacientes. O tratamento cirúrgico é uma opção somente para casos específicos. Considerações finais: observa-se que a maioria dos casos de DRGE evoluem para cura espontânea - muitas vezes com auxílio apenas de medidas conservadoras. No entanto, deve-se atentar aos sinais de alarme da doença e, diante da necessidade de intervenção médica, precisa-se conhecer os riscos e benefícios de cada possível conduta.