Helder Pontes Régis

O reinado dos estudos de caso na teoria das organizações: imprecisões e alternativas

With the process of maturing in Administration field as knowledge area, is verified the search of its consolidation in the scope of the social sciences. Considering the centrality of the methodological subject for the quality of the knowledge produced in the area of Organizational Theory, this work presents a critical revision of the methodology used in the article published in the annals of ENANPAD, in the period from 1999 to 2002. The main objective is to contribute with the discussions on methodological practices, especially in what it concerns the use of the case study as research strategy. The informations collected were subdivided in three groups contemplating the research design, the techniques of data collection and the dimensions and resources of data analysis. The main results of this study show the predominance of qualitative studies, a relative banality in the use of the case study strategy, the tendency to the objective dimensions, use of interpretative analysis methods, among others. This analysis suggests that the category of basic qualitative study can be used with advantage by the Brazilian researchers in the Administration area.

THE ASSOCIATION OF THE CUSTOMER GAP VARIABLES: A TEST OF THE MODEL AT SEBRAE-PE

Searching to understand services quality, Parasuraman, Zeithaml and Berry developed the CustomersGap Model, which identifies the difference between the waited service and the service perceived for thecustomers. This study intends to apply and test the Customers Gap Model at SEBRAE Pernambuco, specificallyin the CDI (Documentation and Information Center). The test of the model was carried through by means ofcorrelations between the variables that generate the Gap of the Customers. Interviews and application ofquestionnaire were performed. It’s able to observe that the variables that made the customers’ gap assumebehavior according to the model principles and that the perceived performance get stronger relations withcustomers’ gap.