Marketing de Relacionamento: Satisfação e Fidelização em uma loja de varejo de Florianópolis

TCC (graduação) - Universidade Federal de Santa Catarina, Centro Sócio Econômico, Curso de Administração.O presente trabalho buscou identificar as formas de fidelizar os clientes de uma loja de varejo e também o nível de satisfação dos clientes da empresa. Para isso, foi aplicado um questionário, entrevistas e cliente oculto. Assim, foi possível identificar quais os fatores tornam os clientes mais satisfeitos, os quais são o atendimento e a durabilidade dos produtos. O grau de fidelização também foi analisado, e segundo o Net Promoter Score, o grau de fidelização é de 90,9%, onde estes clientes podem ser considerados como clientes fiéis e promotores da loja. Além disso, a técnica de fidelização atual identificada na loja foi somente o modelo alianças, que visa fazer alianças com outras empresas para complementar os produtos e serviços oferecidos. Por fim, sugere-se o uso de um modelo de fidelização chamado de educacional, o qual visa a troca assídua de informações com os clientes, sobre qual a melhor forma de uso do produto adquirido e o modelo de recompensa, que funciona por meio de pontuações. Outras melhorias foram propostas, sendo elas, a implantação de um CRM, treinamento da vendedora, comprovante de garantia impresso e um monitoramento maior a respeito do preço praticado pelos concorrentes do ramo.The present work seeks to identify the ways to create loyalty between customer and a retail store. For that, a questionnaire was applied, interviews, and mystery shopping. Thus, it was possible to identify which factors make the customers more satisfied in the store, being service and the durability of the products. The degree of loyalty was analyzed too, being 90,9% of the customers considers as loyalty and store promoters, according to Net Promoter Score. The loyalty technique identified at the store was the alliance model, which consists in make alliances with other companies to complement the products and services offered. Finally, we suggest the use of a loyalty model called educational, which aims at the frequent exchange of information with customers, to know the best way to use the product purchased and the reward model, which works through scores. Other improvements were proposed, such as the implementation of a CRM software, salesperson training, printed certified warranty and greater monitoring of the price practiced by competitors in the market

Vitamin D Supplementation in the Assessment of Cardiovascular Risk Factors in Overweight and Obese Children

Childhood obesity is associated with cardiovascular-disease (CVD) risk factors, an unfavorable lipid profile and reduced levels of 25(OH)D. The aim of our study is to evaluate whether vitamin D supplementation may play a role in the assessment of the CVD risk factors in overweight/obese children and adolescents

Qualité de la Connaissance dans un Processus Délibératif

Les évaluations scientifiques des risques complexes tels que le changement de climat, la perte de biodiversité, l'épuisement des ressources naturelles, les nanotechnologies ou les perturbateurs endocriniens, par exemple, sont confrontées à un certain nombre d¿incertitudes qui revêtent des formes diverses, dicilement appréhendables, de manière ecace, dans la pratique (Ambrosi et Courtois,2004). Pourtant, des décisions doivent être prises et ce, avant que des preuves concluantes ne soient disponibles, tout en sachant que les impacts potentiels de fausses décisions peuvent être tout aussi importants. Selon la conception classique du conseil scientifique aux décideurs, la certitude est nécessaire à la gestion des problèmes complexes. Cependant, l¿incertitude fait partie de la vie. C¿est dans cette perspective que cet article se situe, en posant la question de la validité et de la pertinence de la connaissance scientifique pour traiter de problèmes complexes.JRC.G.9-Econometrics and statistical support to antifrau

Bioactive Phenolic Compounds from Aerial Parts of Plinia glomerata

Abstract The present work describes the antinociceptive properties and chemical composition of the aerial parts of Plinia glomerata (Myrtaceae). Both of the extracts evaluated, acetonic and methanolic, showed potent antinociceptive action, when analyzed against acetic acid-induced abdominal constrictions in mice, with calculated ID50 (mg/kg, i. p.) values of 24.8 and 3.3, respectively. Through usual chromatographic techniques with an acetonic extract, the following compounds were obtained: 3,4,3′-trimethoxy flavellagic acid (1), 3,4,3′-trimethoxy flavellagic acid 4′-O-glucoside (3) and quercitrin (4), which were identified based on spectroscopic data. Compounds 1 (ID50 = 3.9 mg/kg, i. p., or 10.8 μmol/kg) and 3 (ID50 = 1.3 mg/kg or 2.5 μmol/kg) were notably more active than some well-known analgesic drugs used here for comparison

Validation of the Italian version of wisconsin stone quality of life (WISQOL): a prospective Italian multicenter study

Urolithiasis is a worldwide spread condition that affects patients' Health-Related Quality of Life (HRQOL), which measurement is an important tool for routine clinical and research practice. Disease-specific HRQOL measures demonstrated to perform better in assessing the effects of specific conditions. A disease-specific questionnaire for kidney stones, the WISQOL, has been validated in different languages, but an Italian version is still missing. Our aim is to produce and validate the Italian version of WISQOL (IT-WISQOL). Patients undergoing any elective treatment for upper urinary tract stones were enrolled. A multi-step process with forward- and back-translation was used to translate WISQOL into Italian. Patients were evaluated within 15 days pre-operatively and then at 30-, 90 days post-operatively and administered both IT-WISQOL and SF-36v2. Post-operative data such as 30 days postoperative complications, late stone-related events, successful status, and stone complexity were collected. Cronbach's α was used to evaluate the internal consistency of IT-WISQOL, while Spearman's rho was used for item and inter-domain correlations and IT-WISQOL with SF-36v2 correlation. We found excellent internal consistency across all domains (α ≥ 0.88), particularly when the total score is considered (α = 0.960). Test-retest reliability showed excellent results for the total questionnaire (Pearson correlation value: 0.85). The Inter-domain association ranged from 0.497 to 0.786. Convergent validity was confirmed by a good correlation with subdomains of the SF-36v2 measures. IT-WISQOL is a reliable tool to measure HRQOL in stone patients. It shows analog characteristics if compared to English WISQOL

3 Pillars & 1 Beam: Quality of River Basin Governance Processes

This paper suggests a framework that may enhance quality assurance of evaluation of river basin planning and governance processes based on 3 pillars and 1 beam: inclusive governance, transparent assessment, socially robust knowledge and extended peer review. It was developed based on past evaluation experiences from 5 cases of European river basin governance processes, entailing analysis of emergent patterns and linkages among the 4 vertices of the ADVISOR tetrahedron (context, information, assessment and participation), looking into justifications of past practice according to 4 types of context: institutional, societal, knowledge and methodological. The paper also hints on quality requirements that could be recommended for future practice of river basin governance evaluation activities.JRC.G.9-Econometrics and applied statistic

Knowledge Assessment: Protocol for Quality Assurance by Extended Peer Review

This chapter deals with the assessment of quality of the information used in Integrated Water Planning Processes. Firstly, the quality of information used in river basin assessment studies is analysed for the 5 case studies available for ADVISOR (Del Moral et al. 2002; Hatzilacou et al. 2002; Hill et al. 2002; Van Leeuwen et al. 2002; Videira et al. 2002). Quality categories are used to produce a diagnosis of a purposeful developed model of information flows, characteristic of water assessment studies. The scheme comprises criteria to analyse information produced and communicated and assessment activities undertaken. Subsequently, both a normative and a descriptive use of the quality categories is proposed in a form of a protocol for quality assurance, illustrated with an application to a case study in Portugal: The Mediated Modelling process in the Baixo Guadiana, suggesting its usefulness in the planning activities envisaged under the WFD.JRC.G.4-Maritime affair

A multi-parameter approach for predicting prostate cancer

CITATION: Serafin, A., et al. 2017. A multi-parameter approach for predicting prostate cancer. Cogent Medicine, 4:1329257, doi:10.1080/2331205X.2017.1329257.The original publication is available at https://www.cogentoa.comUrokinase plasminogen activator (uPA) and its inhibitor (PAI-1) have shown to be of merit as biomarkers for a variety of cancers. The objective of this project was to assay for uPA and PAI-1 in prostate needle biopsy tissue from 217 patients using the FEMTELLE enzyme linked immunosorbent (ELISA) assay, and to examine the robustness of PAI-1 as a candidate marker in benign prostatic hyperplasia (BPH) and prostate cancer (PCa), as previously identified in a different cohort of 111 patients. These results validate the assertion that PAI-1 levels of >4.5 ng mg−1 protein in prostate biopsies are indicative of prostate malignancy in elderly men, but further show that tissue from BPH patients in the 70–80 year age interval express significantly high levels of this marker. To address this anomaly, a malignancy index, derived from the concentrations of prostate-specific antigen (PSA), uPA, and PAI-1, and patient age is proposed. This simple index discriminates prostate tissue from BPH and PCa patients with concordance indices of 0.59 and 0.69 when tissues are taken as biopsy or transurethral resection of the prostate (TURP), respectively. Corresponding indices for PSA as a predictor of prostate disease were 0.67 and 0.73. Further evaluation of the proposed malignancy index using specimens, such as venous blood, could prove valuable in the search for non-invasive predictive assays.https://www.cogentoa.com/article/10.1080/2331205X.2017.1329257Publisher's versionPublisher's versionAuthors retain copyrigh