Anderson Soncini Pelissari

COMPETÊNCIAS GERENCIAIS: UM ESTUDO EM PEQUENAS EMPRESAS DE CONFECÇÕES

The actual global scenery places the Brazilian small business under the pressure of new competitive forces. The big challenge for their managers is to determine the markets sensibility, the innovation and the technology of the product, as well as their adaptation to new management models. This paper results from a research that approaches the various aspects of managerial competence in small businesses, and the objective general is analyze managerial competencies considered essential in view of managers of small clothing companies in the city of Vila Velha/ES. The analysis was conducted through exploratory-descriptive research and the design used was the survey. A questionnaire was applied to open and closed questions to 48 entrepreneurs of Small Companies in the City of Vila Velha/ES. The managers interviewed revealed greater emphasis to technical and conceptual skills, because they value the knowledge of the business and its environment, beyond the identification of both the competitive advantage of opportunities, both relevant in the conduct of their businesses.

Relacionamento com clientes do setor farmacêutico em Vitória-ES: uma análise dos impactos do nível de serviço esperado e ofertado na fidelização dos clientes

The pharmaceutical retail market was subject of several changes along the last years and become more competitive and characterized by product and service offers looking like even more the same amongst several competitors. One of the alternatives for companies to develop differentiation competitive advantage at this market is to exploit an amplified service offer, with more quality, developing more perennial relationships with its customers. In this work the relationships between customer fidelity with the service level offered will be analyzed, as well the relationships between customer fidelity and the service level expected by customers. The data collection was conducted with 196 pharmacy/drugstore customers in Vitoria-ES city in order to gather information about the service level expectation as well the perception about the service level offered by pharmacies. Indicators of the respondents fidelity as pharmacy customers were also collected. Considering the five dimensions of the SERVQUAL scale, a match was verified between service offered and expected by pharmacies only at the Assurance dimension. At the remaining dimensions the offered service was evaluated as lower than expected by customers. The results indicate that customers used to expect more than they get when Tangibles, Reliability, Responsiveness and Empathy dimensions were evaluated. After all, in order to increase customer’s satisfaction, pharmacies at the city of Vitoria-ES should pay attention and improve the service level offered in such dimensions where the dissonances were identified in order to become more competitive.

Factors affecting corporate image from the perspective of distance learning students in public higher education institutions

New information technologies enable different interactions in the educational environment, affecting how the image of educational institutions adopting distancelearning programmes is perceived. This article identifies factors affecting the perception of corporate image from the viewpoint of distance-learning students at public higher education institutions. The results indicate that the institution’s image is a translation of impressions generated from the individual’s interaction with various organisational components, based on relevant cognitive and affective aspects according to the way of observing the environment. The study demonstrated both the multidimensionality of the image and that the institution’s overall image is associated most strongly with its affective image. The study also demonstrated that the virtual environment was the factor most strongly associated with affective image.

Diagnóstico do uso da inteligência competitiva empreendedora em pequenas empresas da indústria de confecções da cidade de Vila Velha – ES

The organizations, whose structures, processes and technologies are not aligned with the businesses, they will have difficulties in surviving. In order to ma...

APLICAÇÃO E AVALIAÇÃO DO MODELO SERVQUAL PARA ANALISAR A QUALIDADE DO SERVIÇO

A percepcao dos clientes quanto a qualidade no setor de servicos e dificil de ser mensurada e uma ferramenta que possibilita essa analise e o modelo SERVQUAL proposto por Parasuraman, Zeithaml e Berry (1985), cujo metodo afirma existir uma lacuna entre as expectativas dos clientes e sua percepcao da qualidade do servico recebido. Com base no modelo proposto, foi realizada uma pesquisa exploratoria com estudo de caso para avaliar o servico oferecido por um Restaurante, na cidade de Londrina, com aplicacao de uma analise quantitativa e qualitativa quanto as naturezas das variaveis, que possibilitou mensurar a qualidade do servico oferecido aos seus clientes e concluiu que o metodo foi satisfatorio para identificar as melhores e as piores dimensoes, sendo que esta ultima esta relacionada aos recursos humanos da organizacao que possibilita a gerencia efetuar acoes corretivas para aprimorar sua qualidade.

Comportamento organizacional: uma aplicação da tipologia de Miles e Snow no setor hoteleiro de Florianópolis-SC

The study was to verify the strategic behavior adopted by administrators hotels Florianopolis-SC, Brazil, according to the typology of Miles and Snow (1978). The search is characterized as a quantitative, survey-type, it has a population of 22 hotels located in Florianopolis-SC, Brazil, falling between three and five stars. We opted for the quantitative and descriptive approach, using for data collection, closed questions. The results showed that 45% of Florianopolis hotels administrators adopt behaviors Surveyors, 31% Analysts, 19% Reactives and Defensives 5%. The conclusion is that administrators adopt mostly Prospectors behaviors that are characterized by the pursuit of new markets and introduction of new products and services to customers.