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The aim of this research is to propose a quantitative approach to evaluating the quality of services provided, helping organizations to make strategic decisions by better understanding the characteristics that satisfy consumers.

The approach was based on the integration of the Kano model with SERVQUAL, adapted by the satisfaction equations of Albuquerque et al. (2022) and fuzzy systems theory. Through this, it was possible to infer which attributes influence customer satisfaction, identifying the ranges of satisfaction and, with the help of fuzzy, reducing the imprecision of customer perceptions.

A total of 42% of the attributes were classified as unidimensional, with attribute 11 (Reliability) and attribute 9 (Courtesy) having the highest satisfaction values. Attractive attributes accounted for 38% of the sample, with attribute 29 (Variety of products) and attribute 7 (Location) having the greatest impact on satisfaction. On the other hand, attribute 30 (Order Delay) and attribute 31 (Waiting for payment) caused more dissatisfaction among consumers (ranges −0.6, −0.71, respectively). In addition, Variety of products was the most satisfactory, while Order Delay generated the most dissatisfaction among users.

The originality of this research lies in its contribution to organizations in relation to the services offered by investigating a gap in the studies that use the Kano model, integrated with SERVQUAL, which do not include reverse attributes in their equations and analyses. With the help of fuzzy sets, the subjectivity of the individual can be translated into data for greater clarity of information.

The purpose of this study is to compare the results of customer satisfaction indices (SI) in the literature and to propose equations to show that the reverse attribute needs to be taken into account in these calculations owing to its impact on customer satisfaction.

To propose equations that take into account all types of quality attributes and in opposition to the models proposed by Berger (1993) and Wang (2013), in this work, a questionnaire adapted from the Kano model was developed, using the dimensions of the SERVQUAL model and applied to tourists who use the airline service. Data collection was carried out through social media, obtaining 694 responses.

The findings show that the attributes considered as reverse were linked to the delay in the service late check-in, delay in the dispatch of luggage, delay in on-board service and take-off delay, generating dissatisfaction among tourists. Moreover, the same database used to compare the results of the dissatisfaction indices of Berger (1993) and Wang (2013) showed inconsistencies reinforcing the gap that this research intends to close. After the proposal of the SI made by the authors of the present research it was possible to verify the confirmation regarding the definition of reverse attribute developed by the Kano model, reinforcing that the customer satisfaction decreases with the presence of reverse attribute.

The originality of this research seeks to contribute to the academic literature and organizational practices by investigating a gap in the SI proposed by Berger et al. (1993) for not inserting the reverse attributes and, later, studied by Wang (2013). Furthermore, this research uses the Kano questionnaire as an input to assist in the correct identification and evaluation of all attributes present in the service offered.

航空质量评估以改善战略旅游管理

这项研究的目的是比较文献中客户满意度指数的结果, 并提出方程式, 以显示由于反向属性对客户满意度的影响, 需要在这些计算中考虑反向属性。

为了提出考虑所有类型质量属性且与Berger (1993）和Wang (2013）提出的模型相反的方程式, 在这项工作中, 使用Kano模型改编了问卷。 SERVQUAL模型的维度, 并应用于使用航空公司服务的游客。数据收集是通过社交媒体进行的, 获得了694条回应。

调查结果表明, 被认为是反向的属性与服务的延迟（延迟登机（属性23）, 行李寄送的延迟（属性24）, 机上服务的延迟（属性25）有关。以及起飞延迟（属性26）引起游客的不满, 此外, 用于比较Berger (1993）和Wang (2013）的不满指标结果的同一数据库显示出不一致的地方, 从而加剧了本研究打算缩小的差距根据本研究的作者提出的满意度指标的提议, 有可能验证由Kano模型开发的关于反向属性定义的确认, 从而加强了客户满意度随着反向属性的存在而降低的事实。

本研究的独创性旨在通过调查Berger等人(1993）提出的不插入反向属性的满意度指标方面的差距来为学术文献和组织实践做出贡献, 后来由Wang (2013）研究。此外, 本研究使用Kano问卷作为输入, 以帮助正确识别和评估所提供服务中存在的所有属性。

Evaluación de la calidad de las aerolíneas para mejorar la gestión estratégica del turismo

El propósito de este estudio es comparar los resultados de los índices de satisfacción del cliente en la literatura y proponer ecuaciones para mostrar que el atributo inverso debe tenerse en cuenta en estos cálculos debido a su impacto en la satisfacción del cliente.

Con el fin de proponer ecuaciones que tengan en cuenta todo tipo de atributos de calidad y en oposición a los modelos propuestos por Berger (1993) y Wang (2013), en este trabajo se desarrolló un cuestionario adaptado del modelo de Kano, utilizando el dimensiones del modelo SERVQUAL y aplicado a los turistas que utilizan el servicio de la aerolínea. La recolección de datos se realizó a través de las redes sociales, obteniendo 694 respuestas.

Los hallazgos muestran que los atributos considerados como revertidos estaban vinculados al retraso en el servicio (Facturación tardía (atributo 23), Retraso en el despacho de equipaje (atributo 24), Retraso en el servicio a bordo (atributo 25) y retraso en el despegue (atributo 26), que genera insatisfacción entre los turistas. Además, la misma base de datos utilizada para comparar los resultados de los índices de insatisfacción de Berger (1993) y Wang (2013) mostró inconsistencias que refuerzan la brecha que esta investigación pretende cerrar Luego de la propuesta de los índices de satisfacción realizada por los autores de la presente investigación se pudo verificar la confirmación respecto a la definición de atributo inverso desarrollada por el Modelo Kano, reforzando que la satisfacción del cliente disminuye con la presencia de atributo inverso.

La originalidad de esta investigación busca contribuir a la literatura académica y las prácticas organizacionales investigando un vacío en los índices de satisfacción propuestos por Berger et al. (1993) por no insertar los atributos inversos y, posteriormente, estudiado por Wang (2013). Además, esta investigación utiliza el cuestionario de Kano como insumo para ayudar en la correcta identificación y evaluación de todos los atributos presentes en el servicio ofrecido.

Food service demands a greater concern with food security, as around two million people in the world, among them the majority of children, die from foodborne diseases. The purpose of this study deals with the adoption of the COOK CHILL system, in the principles of the hazard analysis and critical control point system (HACCP), within a food and nutrition unit of a petroleum refinery, to enable food security and cost reduction operational services in food services by using the traditional method of food production. To do so, hygienic-sanitary diagnosis based on Brazilian ANVISA standards is carried out.

The company that served as an object for the case study is an oil refinery located in the northeast region of Brazil, divided into 55 units with a production capacity of 323.000 barrels/day. For reasons of confidentiality, it will be referenced throughout the text of this work as Refinery.

With the implementation of the system, it was possible to reduce operational costs, food waste and energy and to provide safe food and increasing customer satisfaction.

The improvement achieved with the production of food quality was the adoption of the COOK CHILL system in the application of HACCP through the use of value (D) to control the biological CCP and monitoring through the control sheets.

This paper aims to contextualize the process of public hospital providing services, based on the measurement of the performance of Federal University Hospitals (HUFs) of Brazil, using the technique of multivariate statistics of principal component analysis.

This research presented a descriptive and quantitative character, as well as exploratory purpose and followed the inductive logic, being empirically structured in two stages, that is, the application of principal component analysis (PCA) in four healthcare performance dimensions; subsequently, the full reapplication of principal component analysis in the most highly correlated variables, in module, with the first three main components (PC1, PC2 and PC3).

From the principal component analysis, considering mainly the component I, with twice the explanatory power of the second (PC2) and third components (PC3), it was possible to evidence the efficient or inefficient behavior of the HUFs evaluated, through the production of medical residency, by specialty area. Finally, it was observed the formation of two groups composed of seven and eight hospitals, that is, Groups II and IV, which shows that these groups reflect similarities, with respect to the scores and importance of the variables for both hospitals’ groups.

Among the main limitations, it was observed incomplete data for some HUFs, which made it impossible to search for information to explain and better contextualize certain aspects. More specifically, a limited number of hospitals with complete information was dealt with for 60% of SIMEC/REHUF performance indicators.

The use of PCA multivariate technique was of great contribution to the contextualization of the performance and productivity of homogeneous and autonomous units, represented by the hospitals. It was possible to generate a high quantity of information, to contribute with assumptions to complement the decision-making processes in these organizations.

Development of public policies, with emphasis on hospitals linked to teaching centers represented by university hospitals. The projection of improvements in the reach of the efficiency of the services of assistance to the public health, from the qualified formation of professionals, both to academy, as to clinical practice.

The originality of this paper for the scenarios, Brazilian public health sector and academic area involved the application of a consolidated performance analysis technique, that is, PCA, obtaining a rich work in relation to the extensive exploitation of techniques to support decision-making processes. In addition, the sequence and the way in which the content, formed by object of study and techniques, has been organized, generating a particular scenario for the measurement of performance in hospital organizations.

Disasters continue to be most prevalent and severe for marginalised communities. To reach those furthest behind first, as the global community pledges in the 2030 Agenda, a critical assessment of equity in disaster risk governance is necessary. Yet, the understanding of factors that mediate the capacity of the governance processes to achieve equity ambitions is limited. This paper addresses this gap by proposing and testing a conceptual framework to assess equity in disaster risk governance.

The framework analyses the extent to which institutional relationships and data in risk governance support inclusion and diversity of voice and enable the equitable engagement of communities. The study applied the framework to key risk policies across governance levels in Brazil and Colombia.

The study finds that institutional awareness of cross-sectoral and -scalar coordination clearly exists. Yet, the engagement of actors further down the governance scale is framed reactively at all scales in both countries. The analysis of the risk data practices indicates that although data integration and sharing are key policy priorities, the policies frame the relations of disaster risk data actors as hierarchical, with data needs determined from the top down.

A key contribution of this framework is that its equity view results in a nuanced analysis, thus pointing to the differences between the two countries concerning the factors that mediate these challenges and providing specific entry points for strengthening equity in risk governance policies.

This paper aimed to contextualize the process of public hospital providing services, based on the measurement of the performance of Federal University Hospitals (HUFs) of Brazil, using the technique of multivariate statistics of principal component analysis.

This research presented a descriptive and quantitative character, as well as exploratory purpose and followed the inductive logic, being empirically structured in two stages, that is, the application of principal component analysis (PCA) in four healthcare performance dimensions; subsequently, the full reapplication of principal component analysis in the most highly correlated variables, in module, with the first three main components (PC1, PC2 and PC3).

From the principal component analysis, considering mainly component I, with twice the explanatory power of the second (PC2) and third components (PC3), it was possible to evidence the efficient or inefficient behavior of the HUFs evaluated through the production of medical residency, by specialty area. Finally, it was observed that the formation of two groups composed of seven and eight hospitals, that is, Groups II and IV shows that these groups reflect similarities with respect to the scores and importance of the variables for both hospitals’ groups.

Among the main limitations it was observed that there was incomplete data for some HUFs, which made it impossible to search for information to explain and better contextualize certain aspects. More specifically, a limited number of hospitals with complete information were dealt with for 60% of SIMEC/REHUF performance indicators.

The use of PCA multivariate technique was of great contribution to the contextualization of the performance and productivity of homogeneous and autonomous units represented by the hospitals. It was possible to generate a large quantity of information in order to contribute with assumptions to complement the decision-making processes in these organizations.

Development of public policies with emphasis on hospitals linked to teaching centers represented by university hospitals. This also involved the projection of improvements in the reach of the efficiency of the services of assistance to the public health, from the qualified formation of professionals, both to academy, as to clinical practice.

The originality of this paper for the scenarios of the Brazilian public health sector and academic area involved the application of a consolidated performance analysis technique, that is, PCA, obtaining a rich work in relation to the extensive exploitation of techniques to support decision-making processes. In addition, the sequence and the way in which the content, formed by object of study and techniques, has been organized, generates a particular scenario for the measurement of performance in hospital organizations.

The purpose of this study is to investigate the relationship between environmental, social and governance (ESG) performance and shareholder wealth in the context of mergers and acquisitions (M&As) before and during the coronavirus (COVID-19) pandemic.

This paper uses a sample of 889 completed M&As announced by US firms between 1 January 2018 and 31 July 2020. Announcement abnormal returns are estimated using an event study methodology and the relation of ESG performance to shareholder value creation is tested with univariate and multivariate cross-sectional regressions.

This study provides evidence for a significant negative value effect of ESG performance for the shareholders of acquiring firms during the entire sample period. The negative effect appears to be stronger, as the onset of the COVID-19 crisis. This suggests that, during the pandemic-driven economic turmoil, the costs of sustainability activities outweigh any possible gains, providing evidence in support of the overinvestment hypothesis.

The results of the study have important implications for firms, investors and policymakers. Firms should be more cautious with regard to extensive investments in ESG activities, particularly during economic turmoil. For shareholders, the results suggest that ESG engagement is not a resilience factor in an exogenous shock such as the COVID-19 pandemic. In terms of policymaking, the sustainability disclosure framework should remain voluntary allowing firms to report material ESG-related issues. The main limitation of the study is related to data availability regarding ESG performance.

To the best of the knowledge, this is the first study that investigates the effect of ESG performance on shareholder value in the market for corporate control before and during the COVID-19 pandemic.

The formation of an aerospace complex in São José dos Campos (SP-Brazil) reflects a process of path dependence, which has favored sectorial technological development and innovation. In this sense, the purpose of this paper is to investigate the pattern of relationships established between Embraer, the Technological Institute of Aeronautics, the National Institute of Space Research (INPE) and the institutes linked to the Aerospace Technical Center (CTA).

Using patents as a proxy for inventive activity, the authors carried out social networks analysis based on collaboration maps elaborated considering co-assignees in institutional patents.

Over time, Embraer became the main inventor of patentable technologies and a central player in the network of the aerospace complex at São José dos Campos.

Several public institutions analyzed pertain to the Brazilian Ministry of Defence. Therefore, inventive activity may be confidential, which implies a limitation in the analysis.

With acquisition of Embraer by the US company Boeing, there could be a loss of the company's technical capacity in product development. The paper argues that the aerospace complex itself might also be impacted, considering that Embraer is the most relevant inventor of patentable knowledge locally in recent decades.

La formación de un complejo aeroespacial en São José dos Campos (SP-Brasil) refleja un proceso de path dependence de la ciudad en pro del desarrollo tecnológico y la innovación en el sector aeroespacial. En este sentido, el objetivo de este artículo fue investigar las relaciones establecidas entre la Embraer, el Instituto Tecnológico de Aeronáutica (ITA), el Instituto Nacional de Investigaciones Espaciales (INPE) y los institutos vinculados al Centro Técnico Aeroespacial (CTA).

Utilizando las patentes como proxy para atividade inovativa, se realizaron análisis de redes sociales a partir de mapas de colaboración elaborados considerando la copropiedad de patentes pertenecientes a las instituciones analizadas.

A través del tiempo, Embraer se convirtió en la principal inventora de tecnologías patentables y actor central en la red del complejo tecnológico de São José dos Campos.

La mayoría de las instituciones seleccionadas para la realización del artículo pertenecen al organigrama del Ministerio de Defensa. Por lo tanto, pueden existir proyectos que son sigilosos, no siendo expuestos al conocimiento público, lo que implica una limitación de los análisis a las patentes encontradas.

Con la adquisición de Embraer por Boeing, es posible la pérdida de la capacidad técnica de la empresa para el desarrollo de nuevas productos, el artículo discute que el propio complejo tecnológico aeronáutico también pondrá ser impactado, que Embraer es la mayor productora de conocimiento patentable en el sector en el período reciente.

A formação de um complexo aeroespacial em São José dos Campos (SP-Brasil) reflete um processo de path dependence da cidade em prol do desenvolvimento e da inovação tecnológica no setor aeroespacial. Nesse sentido, o objetivo deste artigo foi investigar os padrões de relacionamento entre a Embraer, o Instituto Tecnológico de Aeronáutica (ITA), o Instituto Nacional de Pesquisas Espaciais (INPE) e os institutos vinculados ao Centro Técnico Aeroespacial (CTA).

Utilizando as patentes como proxy para atividades inovativas, foram realizadas análises de redes sociais a partir de mapas de colaboração elaborados considerando a co-titularidade de patentes pertencentes às instituições analisadas.

Ao longo do tempo, a Embraer tornou-se a principal inventora de tecnologias patenteáveis e ator central na rede do complexo tecnológico de São José dos Campos.

Diversas instituições analisadas pertencem ao Ministério da Defesa brasileiro. Logo, a atividade inovativa pode ser sigilosa, não sendo exposta ao conhecimento público, o que implica em uma limitação das análises às patentes encontradas.

A conclusão da compra da Embraer pela Boeing pode implicar na perda da capacidade técnica da empresa para o desenvolvimento de novos produtos, o artigo discute que o próprio complexo aeroespacial também seria impactado, considerando que Embraer é a maior inventora de conhecimento patenteável no setor em período recente.

The flow between eccentric rotating cylinders when either the outer or inner cylinder is stationary is analysed both for the creeping flow approximation and for the case when inertial effects are not negligible. Numerical solutions are obtained using a finite difference ADI scheme and a fine orthogonal bipolar coordinate grid. When the centres of the two cylinders are far enough, a two‐dimensional recirculation zone appears in the region where the gap spacing is greatest. On increasing the eccentricity, the recirculation zone becomes bigger and the separation and reattachment points move towards the region of narrowest gap. Further increase of the eccentricity results in the formation of a saddle point between the cylinders at the region of narrowest gap. As the Reynolds numbers increases, inertial effects modify slightly the recirculation region; the separation point moves upstream and the reattachment point moves downstream when either the inner or the outer cylinder rotate.