RESUMOJá é consensual entre os principais autores da área de customer relationship management (CRM) ou marketing de relacionamento, a relevância da gestão estratégica do relacionamento entre as organizações e seus clientes, especialmente em um contexto de competitividade recrudescente. Destarte, este estudo enseja desenhar um panorama dos estudos sobre CRM, apresentando os resultados de uma revisão bibliométrica que abrange sínteses do estado da arte e dos estudos empíricos produzidos em periódicos nacionais de primeira linha (≥ Qualis Capes B1), no período compreendido entre 2001 e 2013, para destacar a produção no novo milênio. Tal análise permitiu o delineamento de uma agenda de pesquisa, bem como a institucionalização da pesquisa sobre CRM no Brasil. As informações extraídas dos artigos para análise foram: nome do periódico, ano de publicação, enquadramento do estudo, instituições de origem dos autores dos estudos e assuntos mais estudados dentro do tema CRM. No caso de estudos teórico- -empíricos, selecionaram-se os seguintes dados: a natureza do estudo, o setor em que a empresa pesquisada se insere, o ramo de atuação, os instrumentos de coleta de dados utilizados pelos pesquisadores e os métodos de análises de dados realizadas. Foram encontrados 52 artigos. As revistas REAd, RAC e Faces são as que possuem mais artigos publicados sobre CRM, sendo a USP a instituição que liderou as publicações no período analisado. O CRM no contexto business-to- -consumer (B2C) e suas variáveis correlatas (por exemplo, satisfação e lealdade) foram os assuntos mais trabalhados nos artigos, cuja maioria constituiu-se em trabalhos teórico-empíricos, de natureza quantitativa e com foco no setor privado da economia, mormente nos ramos bancário e varejista. Os resultados engendrados apontaram, de fato, a relevância estratégica para as organizações dos estudos sobre CRM, o que foi demonstrado por um patente aumento no interesse de pesquisadores, considerando a criação de grupos de pesquisa sobre CRM no Brasil e os indicadores de produção científica, técnica e de assessoria da base de dados da Plataforma Lattes.

ABSTRACTIt is a consensus among the major authors in the field of customer relationship management (CRM), or relationship marketing, the importance of strategic management of relationships between organizations and their customers, especially within the context of increasingly aggressive competitiveness. Thus, this study aims to build an overview of studies on CRM, presenting the results of a bibliometric review that covers syntheses of the state of the art and of the the empirical studies 2013 period to highlight the production in the new millennium. Such analysis allowed the design of a research agenda as well as the institutionalization of research on CRM in Brazil. The information extracted from the papers to be analyzed were: the name of the ournal, year of publication, the study characterization, home institutions of the authors and the most studied issues in the CRM theme. For the empirical studies, we added the nature of the study, the sector in which the researched industry is inserted in, its core business, data collection instruments used by researchers and the methods of data analysis performed. Fifty-two papers were found. Among journals, REAd, RAC and Faces are those with more papers on CRM and the University of Sao Paulo was the institution that led the publications in the analyzed period. CRM in the B2C (business-to-consumer) context and its related variables (e.g., satisfaction and loyalty) were the most discussed issues in the papers whose majority consisted of theoretical-empirical studies, quantitative in nature, and focusing on the private sector economy, especially in the banking and retail branches. The results indeed pointed to the strategic importance to organizations of studies on CRM, which was demonstrated by an increase in the interest of researchers on the subject, considering the creation of research groups of CRM in Brazil and its scientific, technical and advisory indicators of production from the database of the Lattes Platform.

RESUMENSe trata de un consenso entre los principales autores en el campo de customer relationship management (CRM), o marketing de relaciones, la importancia de la gestión estratégica de las relaciones entre las organizaciones y sus clientes, especialmente en el contexto de recrudecimiento de la competitividad. Por lo tanto, este estudio tiene como objetivo diseñar una visión general de los estudios de CRM, que presenta los resultados de una revisión bibliométrica de la literatura que cubre la síntesis del estado del arte y de los estudios empíricos producidos en revistas científicas nacionales de primera línea (≥ Qualis Capes B1) en el período comprendido entre los años de 2001 y 2013 para resaltar la producción en el nuevo milenio. Este tipo de análisis permitió el diseño de una agenda de investigación, así como la institucionalización de la investigación sobre CRM en Brasil. Las informaciones extraídas de los artículos para el análisis fueron: nombre de la revista, año de publicación, el marco del estudio, las instituciones de origen de los autores de los estudios, los temas más estudiados dentro del tema CRM. En el caso de los estudios teóricos y empíricos, se seleccionaron los siguientes datos: la naturaleza del estudio, el sector al que pertenece la compañía investigada, su línea de negocio, los instrumentos de recolección de datos utilizados por los investigadores y los métodos de análisis de datos realizados. Se encontraron 52 artículos. REAd, RAC y Faces son las revistas que tienen más artículos sobre CRM, siendo la USP (Universidad de São Paulo) la institución que fue líder en las publicaciones en este periodo. El CRM en el contexto B2C (de empresa a consumidor) y sus variables relacionadas (por ejemplo, satisfacción y fidelidad) fueron los temas más trabajados en los artículos cuya mayoría consistió en estudios teórico - empíricos, de naturaleza cuantitativa y que se centran en el sector privado de la economía, sobre todo en bancos y minoristas. Los resultados encontrados apuntan, de hecho, la importancia estratégica para las organizaciones de los estudios sobre CRM, que fue demostrado por un notable aumento del interés por parte de los investigadores sobre el tema, teniendo en cuenta la creación de grupos de investigación de CRM en Brasil y los indicadores de producción científica, técnica y consultiva de la base de datos de la Plataforma Lattes.

São apresentadas curvas de absorção específica de óleos de fígado de peixes de água e óleos e referência com vitamina A. Em alguns casos o insaponificável foi retirado afim de eliminar a interferência dos constituintes do óleo.

São estudadas as reações químicas e fisico-químocas de uma proteina extraida do esperma de peixes dos gêneros Carcharias, Raf. e Galeocerdo, Ranz. Parece tratar-se de histonas, tendo em vista os resultados obtidos.

It is described in this papaer the pilot-plant, for the production of Penicillin, with a capacity of, aproximately, sixty million Oxford units per month, used at the Oswaldo Cruz Institute. With this plant it has been possible to produce the active material for several clinical observations and the treatment of more than thousand pacients during the war time. Particularly, this refers to the results obtained in the treatmetne of the desease Framboesis pian, Yaws (4,5) and in others deseases, by the use of very small dosis of Penicillin.

A technics for prefreezing of blood plasma and serum is described in this paper. The method indicated by Strumia et al. (2), uses a rapid local freezing to obtain the shell-freezing, with refigerated alcohol bath, at temperatures around minus 35ºC. On our work, it has been found that normal horse blood plasma fulfils the instructions given by Strumia, although normal human blood plasma, very often, fails to give the expected results. This is very disadvantageous at the routine work. With the use of small amounts of solid carbon dioxide, spread over the flasks, in the refrigerated bath, it has been possible to start the chrystallization. The technics prescribes a rapid cooling, like the one used by Strumia, to bring the temperature down, to about plus 10ºC. and, with rotating device stopped, the solid carbon dioxide is applied for one minute simultaneously on each flask. Starting rotation again, it begins to form a very uniform shell around the walls of the flasks.

Five patients of yaws were treated with american Penicillin (Squibb, Winthrop and Lilly), in small dosis. The treatment has been performed, using 200 Oxford units each 4 hours. The total amount of units "per" subject, has varied from 24.000 to 54.000. A complete disappearence of the external lesions was obtained between the 12th and the 25th day of treatment.

Nesta nota-prévia, são referidos os primeiros resultados obtidos no tratamento de 7 doentes de bouba (framboesia, pian, yaws). Obteve-se a cura clínica e bacterioscópica de todos os casos entre 12 e 44 dias. 60 dias depois do tratamento, as reações sorológicas se mostravam negativas em todos os casos. Os doentes continuarão em observação nos próximos 6 meses, com contrõles imunológicos semanais. O tratamento consistiu em injeções de penicilina de 4 em 4 ou de 6 em 6 horas, empregando-se em média 200 unidade Oxford de cada vez. A dose total de unidades para cada doente variou entre 9.600 a 52.000. Apesar da freqüência e do número elevado das injeções, não foi observada nenhuma manifestação tóxica.

The first results of treatment of yaws by Penicillin are here reported. In seven patients a complete disappearence of the external lesions was obtained between the 12th and the 44th day of treatment, and serological reactions were negative in the 60th day in all cases. The observations of the patients will be continued for six months, under immunologic controls each 8 days. The treatment has been performed, using a mean dosis of 200 Oxford units each 4 or 6 hours. The total amount of units "per" subject, has varied from 9.600 to 52.000. No toxic phenomena due to the drug have been observed, in spite of the frequency and the high number of injections.

1. The author suggests a tecnique for the determination of vitamin A on shark liver oils in industrial plants. The advantages of using oly four ml. of reagent and of permitting a quickly rigorous reading by photoeletric cell, contribute to the possibility of the examination of a great number of samples daily; 2. It is described a survey on the vitamin A content of oils from shark livers, which has been made at the Finishing School Darcy Vargas, Marammaia Is., Rio de Janeiro State. The conclusions are the following: a) Male individuals have showed generally tendency for higher vitamin A pontency oils; b) The size of the fish does not interfere in the vitamin content of the oil (graphic 4); c) The data collected upon 3.085 individuals led to the conclusion that some species are richer in the reservated vitamin although it was possible to catch in the same specie fishes with widely variable potency in vitamin A. One fish belonging to the specie C. lamia produced the highest vitamin potency oil with 167.712 international units per gram; d) The fishing season appears to have no influence on the oils; e) The adventitous food seems to be the most important factor affecting the content of vitamin A of the shark-liver oils; 3. The presence and the quantity of vitamin D in those oils was investigated and two of the determinations are presented.

The present note describes the results of the investigation concerning the possibility of the isomerization of Gorlic acid. Gorlic acid has been isolated on 1938 by Cole & Cardoso (1) and since then a few experiments have been made regarding its particular biological properties. During such researches it was noted a reaction with nitrous acid, similar to that of oleic acid, which has been mencioned on previous paper (6). Using the Bertram selenium method it has been possible to show that gorlic acid would not change to an isomeric form, i.e., no evidence of “elaidinization” was found. The reaction with nitous acid can be explained by the impurification due to the presence of oleic acid in a very small amount which could not been removed from gorlic acid.