Service Encounters
Mostrando 1-12 de 18 artigos, teses e dissertações.
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1. Design to learn: customizing services when the future matters
Internet-based customization tools can be used to design service encounters that maximize customers' utility in the present or explore their tastes to provide more value in the future, where these two goals conflict with each other. Maximizing expected customer satisfaction in the present leads to slow rates of learning that may limit the ability to provide
Pesqui. Oper.. Publicado em: 2013-04
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2. Um serviço de atenção psicológica à terceira idade: à pro-cura da demanda / A Psychological Attention Service for Elderly People: searching for demand
This work presents the creation of a service as interventive participative research, aiming to understand possibilities for psychological attention to elder people departing from their own demand. As a clinical praxis, it integrates the Psychological Attention at Institutions Project from the Laboratory of Studies and Practice in Existential Phenomenological
Publicado em: 2008
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3. A interface entre o projeto ético-político do serviço social e a defesa dos direitos da criança e do adolescente
Object of this study is constituted the interface between the ethical-political project of the Social Service and the defense of the children s rights and of adolescents, focalizing the deliberations and the political calendar of the National Encounters CFESS/CRESS and the rights extolled by the Child s Statute and of the Adolescent. The study focalizes the
Publicado em: 2008
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4. Avaliação da qualidade dos serviços de uma instituição de ensino superior.
This study argues about quality of supplemental services in a Higher Education Institution (HEI) and its evaluation based on customers perception. The model of perceived service quality is presented as a basic and specific method to verify the perception of service quality in this organization. The indicative of good quality of services are characterized by
Publicado em: 2007
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5. Concepções dos enfermeiros sobre integralidade em saúde no processo de trabalho em uma unidade de emergência / Nurses conceptions of integrality in health in the work process in an emergency unit
Integrality is one of the principles that sustain the Sistema Único de Saúde (SUS), the Brazilian national health system. Its constitutional text refers to an articulate, continuous set of preventive and curative actions and services, both individual and collective, at any level of complexity. It is the widest ranging principle in all the dimensions of the
Publicado em: 2007
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6. Programa Mineiro de Desenvolvimento Profissional de Educadores - PDP: um estudo da formação continuada de professores. / Minas Gerais Program for Professional Development of Educators - PDP: a study of continued education of teachers.
This work follows the line of research University, Teaching and Education of Teachers. It analyzes the implications of implementing the implantation of public policy in Minas Gerais with the Program of Professional Development of Educators (PDP) and the configuration of the curriculum in Schools-Reference under the jurisdiction of the Regional Superintendenc
Publicado em: 2007
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7. Perfil epidemiologico e qualidade de vida das mulheres com incontinencia urinaria sus-dependentes, na região de Jau / Epidemiologic and quality of life of women with urinary incontinence, depending on public health system, in the region of Jau
lntrodaction - Many articles published on urinary incontinence offer little information of how distressing and difficult it can be in sociallife. In Brazil, information on the incidence of incontinent is scarce, but there is an estimate that there is a large number of female patients with urinary incontinence, who went to the public health service in Jaú an
Publicado em: 2005
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8. A LUZ NOS CENÁRIOS DE SERVIÇOS FENOMENOLOGIA DA EXPERIÊNCIA INTERATIVA DOS PARTICIPANTES DOS ENCONTROS DE SERVIÇOS COM A ILUMINAÇÃO AMBIENTAL / LIGHT AT SERVICESCAPES: PHENOMENOLOGY OF THE INTERACTIVE EXPERIENCE OF SERVICE ENCOUNTERS PARTICIPANTS WITH ENVIRONMENTAL LIGHTING
Taking up a phenomenological-hermeneutical approach, this dissertation seeks both to widen as well as to improve the ways through which people participating in service encounters interact with environmental lighting. In this sense, the literature review focussed servicescapes as spatial representations whereby the physical environment of a service firm suppo
Publicado em: 2003
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9. Um estudo sobre o uso da evidência física para gerar percepções de qualidade em serviços: casos de hospitais brasileiros. / A study on the use of physical evidence to generate service quality perceptions: case studies of brazilian hospitals.
The aim of this dissertation is the use of physical evidence as a way to generate service quality perceptions from clients. The realization of an exploratory research is justified by the low academic production on the subject in Brazil. In the first part of the dissertation is presented a bibliographic review including: the importance of services; service de
Publicado em: 2003
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10. "Encounters and divergency between workers and users in the Health in transformation: a cartographic rehearsal of the welcoming reception" / "Encontros e desencontros entre trabalhadores e usuários na saúde em transformação: um ensaio cartográfico do acolhimento"
Este trabalho é uma produção cartográfica da experiência de análise produzida com a equipe de trabalhadores de uma unidade básica de saúde, na perspectiva da produção do acolhimento, buscando destacar as perdas de sentido que capturam a produção do cuidado e os movimentos que apontam para novas formas de acolher o usuário, e, apostando na tese d
Publicado em: 2003
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11. UNDERSTANDING INTERMEDIATION IN A DIGITAL ENVIRONMENT: AN EXPLORATORY CASE STUDY
The Internet provides individuals with the opportunity to access unprecedented amounts of information on any given subject. However, there remain barriers to retrieving the best and most relevant documents. The present study focuses on processes of resolving user (versus technical) issues. Information system users have traditionally relied on expert intermed
Publicado em: 2001
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12. Estudo de Reuniões de Equipe Geral em um Hospital-Dia Psiquiátrico. / Study of general team meetings at a psychiatric day hospital.
The present study, configured as a naturalistic research conducted by observation, had as objectives characterize the general team meetings of the day hospital of the psychiatry discipline of the FMRP-USP as for themes, members verbal participation and using of time, describing its insertion at the service and raising subsidies that allow a better understand
Publicado em: 1999