A gestão de reclamações de clientes no facebook pelo setor segurador de automóveis em Portugal

Mestrado em Ciências EmpresariaisAs redes sociais transformaram a forma como os clientes comunicam as suas reclamações. Apesar de apenas metade das seguradoras nacionais estarem hoje presentes no Facebook constata-se uma consciencialização da importância deste canal. O presente estudo tem assim a seguinte questão de investigação: qual o impacto das reclamações de clientes no Facebook para o setor segurador automóvel Português? Com três objetivos bem definidos: 1. perceber se reclamações que entrem pelo Facebook oficial das seguradoras obtêm resposta; 2. perceber como a seguradora atua face a uma reclamação que entre por este canal, e 3. perceber que tipo de resposta a seguradora dá ao cliente. O método utilizado foi o estudo de caso, recorrendo à realização de entrevistas. Nos casos em que a seguradora tinha uma presença institucional no Facebook as entrevistas contaram com a participação dos gestores desta rede social. Do estudo foi possível concluir que a gestão de reclamações através deste canal é um processo em desenvolvimento. Com a monitorização de reclamações online a ser feita manualmente, com equipas responsáveis por este canal a fazerem um acompanhamento apenas durante o horário útil de trabalho e onde nem todas se ocupam exclusivamente dos social media. Em termos práticos, quando confrontados com reclamações no Facebook o procedimento foi praticamente transversal às várias seguradoras: (1) respostas rápidas, (2) remeter a reclamação para um canal privado, (3) pedir mais dados e, (4) transferência da reclamação para o departamento responsável de forma ativa. Em alguns casos constatou-se a (5) attentiveness e (6) o pedido de desculpa.Social media are transforming the way which customers communicate their complaints. Although only half of the national insurers are present today on Facebook, there is an awareness of the importance of this channel. The research question is: what is the impact of customer complaints on Facebook for the Portuguese car insurance industry? With three objectives: 1. study if complaints that come through Facebook get an answer; 2. understand how the insurer acts in the face of a complaint that enters through this channel, and 3. understand what kind of response the insurer gives to the customer. The method used was case study, using interviews. In cases where the insurer had an institutional presence on Facebook the interviews were attended by the managers of this social network. From the study it was possible to conclude that the management of complaints through this channel is a process in development. With the monitoring of online complaints to be done manually, with teams responsible for this channel to monitor only during office hours and where not all of them deal exclusively with social media. In practical terms, when faced with complaints on Facebook the procedure was practically transversal to the various insurers; (1) prompt responses, (2) refer the complaint to a private channel, (3) request more data, and (4) transfer the complaint to the responsible department actively. In some cases the (5) attentiveness and (6) the apology were noted.info:eu-repo/semantics/publishedVersio

O MODELO DE CONSEQÜENCIAÇÃO DE B. F. SKINNER

In this series of articles Skinner's model of selection byconsequences is critically presented. The role of the consequences ofbehavior in behavioral processes is analized at the ontogenetic, philogenetic,and cultural levels. Both biological and behavioral characteristicsare shaped by selective processes based on the interaction between organismand environment. This accounts for Skinner's usage of the evolutionary model as a basis for the development of human behavior. Skinneralso adds a third level, the cultural one, which is mediated by the othertwo. Skinner's proposition is exposed, analized, and debated.Esta série de artigos é uma apresentação crítica do modelo de conseqüenciação de B. F. Skinner no estudo do comportamento. O papel da conseqüenciação nos processos comportamentais é analisado nos três nfveis propostos: ontogenético, filogenético e cultural. Tanto as características biológicas como comportamentais são modeladas por processos seletivos, baseados nos contatos do organismo com seu am­biente, razão por que Skinner se vale do modelo da evolução das espé­cies para propor seu modelo de desenvolvimento do comportamento hu­mano, acrescentando um terceiro nível, o cultural, mediado pelos outros dois. A proposta de Skinner é exposta, analisada e debatida

Mental health of nursing students at the Polytechnic Institute of Santarem during the COVID-19 pandemic

13th International Congress of ASPESM . Funchal, Madeira, PortugalIntroduction: The coronavirus pandemic (COVID-19) was considered a public health emergency of international concern, which revealed a significant challenge for mental health, because of its impact, in this 21st century. The context of the coronavirus in higher education has caused disturbing consequences in the lives of students. The pandemic reduced social mobility and, consequently, social interactions in periods of confinement, leading to stressful situations, with feelings of anxiety and depression, anguish, and sleep problems. Objectives: To evaluate the levels of anxiety, depression and stress of nursing students and their relationship with sociodemographic characteristics, from the Instituto Polytechnic of Santarem, aged between 18 and 55 years. Methodology: Quantitative, correlational, descriptive cross-sectional study. Participants: 183 students, selected by convenience sampling (boys = 19.1% and girls = 80.9%), meeting some criteria: being of Portuguese nationality; being 18 years of age or older; attending the 2nd, 3rd or 4th year of the degree course; agree to participate in the study by signing the informed consent online. Measurement instrument: Anxiety, Depression and Stress Scale - DASS-21 in the Portuguese version EADS, by Pais-Ribeiro et al., (2004), composed of three subscales, consisting of seven items evaluated by a four-point Likert scale, that reflect the severity and frequency of the feelings experienced. The survey was conducted between November 19 and December 4, 2020, via Microsoft Forms, using a link on the school's page, anonymity being guaranteed. This study was approved by the Ethics Committee of the Research Unit of IPSantarem (112020Saúde), The collected data were analysed with IBM SPSS Statistics for Windows Software, Version 27.0. Results and discussion: The instrument showed strong internal consistency in the subscales, with high Cronbach's alpha coefficients: anxiety (α = 0.877); depression (α = 0.921) and stress (α = 0.920). Proceeding with the Pearson's correlation coefficient calculation, strong, positive, and significant correlations were found (p<0.001). According to the DASS-21 scoring instructions, the results showed that most participants had a normal level of depression (82.5%), anxiety (88.0%) and stress (94.0%). About 1.6% of the participants reported a moderate level of stress; 5.5% and 1.6% a moderate and severe level, respectively, of anxiety and 6% and 0.5% depression a moderate and severe level, respectively. These data are like those presented by Son et al., (2020), as 138 (71%) showed stress and anxiety due to COVID-19. Sun et al (2020) revealed that students had significant depressive feelings (56.9%). Another study by Chaudhary et al., (2021) showed that 68.8% had a high fear of COVID-19; 28.7% had moderate to severe depression and 51.5% had mild to severe anxiety. Significant differences were found between means (student's t-test) in the comparison between gender (p < 0.001), with the highest scores, in the three dimensions, in girls who present more stress (M = 7.59 + 4.728), depression (M =5.83 + 4.503) and anxiety (M =3.87 + 3.869), that is, the affective states of these students were more negative. No differences were found as a function of age, marital status, year of course and district of residence. Conclusions: The results suggest that the Institute Polytechnic develop strategies to reduce vulnerability, promote emotional stability and influence the positive mental health of students, through awareness to dissipate inappropriate perceptions; psychosocial and other support through digital platforms; development of a mental health program that promotes positive coping measures in the face of similar situations. References Chaudhary, A., Sonar, N., Jamuna, T., Banerjee, M., & Yadav, S. (2021). Impact of the COVID-19 pandemic on the mental health of college students in India: a cross-sectional web-based study. JMIR Medical Education,2(3), e28158, 1-10. https://doi.org/10.2196/28158 Pais-Ribeiro, J. L., Honrado, A., & Leal, I. (2004). Contribuição para o estudo da adaptação portuguesa das Escalas de Ansiedade, Depressão e Stress (EADS) de 21 itens de Lovibond e Lovibond. Psicologia, Saúde & Doenças, 5(2), 229-239. http://www.scielo.mec.pt/pdf/ psd/v5n2/v5n2a07.pdf Son, C., Hegde, S., Smith, A., Wang, X., Sasangohar, F. (2020). Effects of COVID-19 on college students' mental health in the United States: An interview survey study. Journal of Medical Internet Research, 22(9), e21279, 1-15. https://doi.org/10.2196/21279 Sun, Y., Lin, S., Chung, K. (2020). University Students’ Perceived Peer Support and Experienced Depressive Symptoms during the COVID-19 Pandemic: The Mediating Role of Emotional Well-Being. International Journal of Environmental Research and Public Health, 17(24), 9308, 1-13. https://doi.org/10.3390/ijerph17249308. Teixeira, S., Ferré-Grau, C., Sequeira, C., Pires, R., Carvalho, J., Ribeiro, I., Sequeira, C., Rodrigues, Sampaio, F., Costa, T., & Canut, M. (2022). Positive Mental Health in University Students and its Relations with Psychological Vulnerability, Mental Health Literacy, and Sociodemographic Characteristics: A Descriptive Correlational Study. International Journal of Environmental Research and Public Health, 19 (6), 3185 https://doi.org/10.3390/ijerph19063185info:eu-repo/semantics/draf

Molecular genetic analysis of a cattle population to reconstitute the extinct Algarvia breed

<p>Abstract</p> <p>Background</p> <p>Decisions to initiate conservation programmes need to account for extant variability, diversity loss and cultural and economic aspects. Molecular markers were used to investigate if putative Algarvia animals could be identified for use as progenitors in a breeding programme to recover this nearly extinct breed.</p> <p>Methods</p> <p>46 individuals phenotypically representative of Algarvia cattle were genotyped for 27 microsatellite loci and compared with 11 Portuguese autochthonous and three imported breeds. Genetic distances and factorial correspondence analyses (FCA) were performed to investigate the relationship among Algarvia and related breeds. Assignment tests were done to identify representative individuals of the breed. Y chromosome and mtDNA analyses were used to further characterize Algarvia animals. Gene- and allelic-based conservation analyses were used to determine breed contributions to overall genetic diversity.</p> <p>Results</p> <p>Genetic distance and FCA results confirmed the close relationship between Algarvia and southern Portuguese breeds. Assignment tests without breed information classified 17 Algarvia animals in this cluster with a high probability (q > 0.95). With breed information, 30 cows and three bulls were identified (q > 0.95) that could be used to reconstitute the Algarvia breed. Molecular and morphological results were concordant. These animals showed intermediate levels of genetic diversity (MNA = 6.0 ± 1.6, R_t = 5.7 ± 1.4, H_o = 0.63 ± 0.19 and H_e = 0.69 ± 0.10) relative to other Portuguese breeds. Evidence of inbreeding was also detected (F_is = 0.083, <it>P</it> < 0.001). The four Algarvia bulls had Y-haplotypes H6Y2 and H11Y2, common in Portuguese cattle. The mtDNA composition showed prevalence of T3 matrilines and presence of the African-derived T1a haplogroup. This analysis confirmed the genetic proximity of Algarvia and Garvonesa breeds (F_st = 0.028, <it>P</it> > 0.05). Algarvia cattle provide an intermediate contribution (CB = 6.18, CW = -0.06 and D1 = 0.50) to the overall gene diversity of Portuguese cattle. Algarvia and seven other autochthonous breeds made no contribution to the overall allelic diversity.</p> <p>Conclusions</p> <p>Molecular analyses complemented previous morphological findings to identify 33 animals that can be considered remnants of the Algarvia breed. Results of genetic diversity and conservation analyses provide objective information to establish a management program to reconstitute the Algarvia breed.</p

a practical guide

Funding Information: We are grateful to all staff composing the?Imaging Department, the Colorectal Cancer Unit, and The Pathology Department of the Champalimaud Foundation. We would also like to thank Nuno Lou??o from Philips Healthcare (R) for the outstanding technical support. Publisher Copyright: © 2021, The Author(s).In the past nearly 20 years, organ-sparing when no apparent viable tumour is present after neoadjuvant therapy has taken an increasingly relevant role in the therapeutic management of locally-advanced rectal cancer patients. The decision to include a patient or not in a “Watch-and-Wait” program relies mainly on endoscopic assessment by skilled surgeons, and MR imaging by experienced radiologists. Strict surveillance using the same modalities is required, given the chance of a local regrowth is of approximately 25–30%, almost always surgically salvageable if caught early. Local regrowths occur at the endoluminal aspect of the primary tumour bed in almost 90% of patients, but the rest are deep within it or outside the rectal wall, in which case detection relies solely on MR Imaging. In this educational review, we provide a practical guide for radiologists who are, or intend to be, involved in the re-staging and follow-up of rectal cancer patients in institutions with an established “Watch-and-Wait” program. First, we discuss patient preparation and MR imaging acquisition technique. Second, we focus on the re-staging MR imaging examination and review the imaging findings that allow us to assess response. Third, we focus on follow-up assessments of patients who defer surgery and confer about the early signs that may indicate a sustained/non-sustained complete response, a rectal/extra-rectal regrowth, and the particular prognosis of the “near-complete” responders. Finally, we discuss our proposed report template.publishersversionpublishe

Propriedades Psicométricas do Instrumento Youth Risk Behavior Survey (YRBS) entre Universitários do Brasil

Teniendo en cuenta la importancia de las conductas de riesgo para la salud (CRS) y la necesidad de instrumentos confiables para evaluarlas, este estudio tuvo como objetivo evaluar las propiedades psicométricas de los ítems de la Youth Risk Behavior Survey (YRBS) en una muestra de 902 estudiantes universitarios. Se evaluaron la validez convergente, el criterio, la consistencia interna y la estabilidad temporal. Se observaron correlaciones más altas para: uso de otras drogas y uso de marihuana (ρ = 0.537), consumo de alcohol y uso de tabaco (ρ = 0.418). Se verificó la validez del criterio, con diferencias significativas entre las puntuaciones de dominio según el género. Consistencia interna adecuada, alfa de Cronbach = 0.770 para la escala general. La mayoría de los dominios (82%) presentó un coeficiente de correlación intraclase ≥ 0.75 y el 64.1% de los ítems presentaron kappa ≥ 0.60. El instrumento parece presentar indicadores de validez de criterio, consistencia interna y estabilidad temporal con niveles satisfactorios. Se recomienda que la evaluación de CRS a través de YRBS sea realizada por dominios por separado.Considerando-se a importância dos comportamentos de risco à saúde (CRS) e a necessidade de instrumentos confiáveis para avaliá-los, este estudo teve como objetivo avaliar as propriedades psicométricas dos itens do Youth Risk Behavior Survey (YRBS) em uma amostra de 902 universitários. Foram avaliadas validade convergente, critério, consistência interna e estabilidade temporal. Observaramse maiores correlações: uso de outras drogas e uso de maconha (ρ = 0,537), consumo de bebida alcóolica e uso de tabaco (ρ = 0,418). Constatou-se validade de critério, com diferenças significativas entre escores dos domínios segundo o sexo. Consistência interna adequada, alfa de Cronbach = 0,770 para escala geral. A maioria dos domínios (82%) apresentou coeficiente de correlação intraclasse ≥ 0,75 e 64,1% dos itens apresentaram kappa ≥ 0,60. O instrumento parece apresentar indicadores de validade de critério, consistência interna e estabilidade temporal com níveis satisfatórios. Recomenda-se que avaliação dos CRS, por meio do YRBS, seja realizada por domínios separadamente.Considering the importance of health risk behaviors (HRB) and the need for reliable instruments to evaluate them, this study was designed to evaluate the psychometric properties of the items of the Youth Risk Behavior Survey (YRBS) in a sample of 902 college students. Convergent validity, criterion, internal consistency, and temporal stability were evaluated. Higher correlations were observed between use of other drugs and use of marijuana (ρ = 0.537), and alcohol consumption and tobacco use (ρ = 0.418). Criterion validity was observed, with significant differences between domain scores according to gender. Adequate internal consistency, Cronbach’s alpha = 0.770 for overall scale. Most of the domains (82%) showed intraclass correlation coefficient ≥ 0.75 and 64.1% of the items showed kappa ≥ 0.60. The instrument seems to have indicators of criterion validity, internal consistency and temporal stability with satisfactory levels. We recommend that HRB assessment using YRBS should be performed separately on each domain

In vitro ovicidal and larvicidal activity of Carica papaya seed hexane extract against Strongyloides venezuelensis

Strongyloidiasis is a human parasitic disease caused by the helminth Strongyloides stercoralis whose treatment is particularly difficult in immunosuppressed patients due to their low responsiveness to conventional therapy. Carica papaya and its isolated compounds benzyl isothiocyanate, carpaine and carpasemine are promising compound for the treatment of Strongyloides infections due to their anthelmintic action. This study aims to examine the in vitro ovicidal and larvicidal activity of C. papaya seed hexane extract against Strongyloides venezuelensis, using egg hatching tests and larval motility tests as efficiency markers. The crude extract at the concentrations of 566 – 0.0566 mg/mL or the control with albendazole (0.025 mg/mL) and negative controls (water and PBS) were incubated with an equal volume of egg suspension (± 50 specimens) followed by counting of the specimens after 48 h. The same extract and dilutions were added to L3 larvae suspensions (±50 specimens) followed by analysis of larvae viability after 24, 48, and 72 h. The extract inhibited egg hatching with high efficiency at concentrations of 56.6 mg/mL (95.74%) and 5.66 mg/mL (92.16%). At the concentrations of 566 mg/mL (100%) and 56.66 mg/mL (97.32%), the extract inhibited larval motility as effectively as ivermectin (0.316 mg/mL; 100%), and more effectively than the other dilutions and the negative controls. The larvicidal effect depended on the extract concentration, but not on the treatment period. Therefore, C. papaya seed hexane extract has anthelmintic potential against S. venezuelensis and is a promising compound for the development of phytotherapies to treat strongyloidiasis

Qualidade de vida dos estudantes do ensino superior dos Politécnicos de Santarém e Leiria no período da pandemia COVID-19

Objective: This study aims to determine the quality of life of higher education students at the Polytechnic Institutes of Santarem and Leiria during the COVID-19 pandemic. Methods: The population consists of 6483 students attending higher education, from both Institutes. A total of 775 participants selected by convenience sampling, participated in the study. Study with a quantitative, descriptive, correlational character, aiming to describe phenomena and, in addition, identify and explore possible relationships between variables. The WHOQOL-Bref instrument adapted from WHO was applied. The data treatment and analysis were performed using descriptive, correlational, and inferential statistics. Results: Students' self-assessment about Quality of Life is globally superior to the self-assessment with their satisfaction with health, where the female students have lower average values than the male students. The WHOQOL-Bref domains referring to Quality of Life with higher values were the Physical and Environment domain, with the Social Relations and Psychological domains having the lowest values. Conclusion: The results point to the need for intervention to promote the Quality of Life of students, focusing on psychosocial factors, due to the conditions imposed during the confinement period, by the pandemic COVID-19.Objetivo: Este estudo teve como objetivo determinar a qualidade de vida dos estudantes do ensino superior dos Institutos Politécnicos de Santarém e Leiria no período da pandemia COVID-19. Métodos: A população é constituída 6483 estudantes que frequentam o ensino superior, dos dois Institutos. Um total de 775 participantes selecionados por amostragem de conveniência participaram no estudo. Estudo de caráter quantitativo, descritivo-correlacional, visando descrever fenómenos e posteriormente identificar e explorar possíveis relações entre as variáveis. Aplicou-se o instrumento WHOQOL-Bref adaptado da WHO. O tratamento e análise dos dados foi realizado com recurso à estatística descritiva, correlacional e inferencial. Resultados: A autoavaliação dos estudantes relativamente à Qualidade de Vida é globalmente superior à autoavaliação com a sua satisfação com a saúde, sendo os estudantes do género feminino que apresentam valores médios inferiores aos estudantes do género masculino. Os domínios do WHOQOL-Bref referentes à Qualidade de Vida com valores superiores foram o domínio físico e meio ambiente, sendo os domínios das relações sociais e psicológico, os que apresentam valores menores. Conclusão: Os resultados apontam para a necessidade de intervenção na promoção da Qualidade de Vida dos estudantes, com foco em fatores psicossociais, decorrente das condicionantes impostas no período de confinamento, pela pandemia COVID-19.info:eu-repo/semantics/publishedVersio