Resumen: Este artículo analiza el impacto potencial de los chatbots en el mejoramiento del servicio al cliente en la industria logística, evaluando el rendimiento de diez destacadas empresas en Colombia, Perú y Ecuador (zona CPE). Estas empresas, insertas en el sector de servicios logísticos, desempeñan un papel crucial en la cadena de suministro, ofreciendo servicios especializados que abarcan transporte, almacenamiento y otras áreas dentro de su actividad económica. El estudio, que incluyó a 1250 usuarios individuales tipo B2C (empresa a consumidor) de chatbots, se enfocó en analizar la efectividad de estas herramientas y su repercusión en la conformidad del cliente. Mediante análisis de regresión múltiple, se identificaron elementos fundamentales que inciden en la satisfacción del cliente, como la capacidad de abordar problemas, el conocimiento detallado de la empresa, la autonomía en la resolución de problemas, la precisión gramatical y la reputación general. Los resultados destacan el potencial de los agentes virtuales para mejorar significativamente la atención al consumidor en la logística, señalando su eficacia en la resolución de problemas, familiaridad con productos y servicios, autonomía en la resolución de problemas, corrección gramatical y recomendaciones de usuarios. Estos hallazgos son cruciales para el sector logístico, subrayando el papel transformador de los chatbots en la elevación de la satisfacción del cliente y la eficiencia operativa mediante la integración tecnológica.

Abstract: The article analyzes the potential effectiveness of chatbots on enhancing consumer service in the logistics industry, assessing the performance of ten prominent companies in Colombia, Peru, and Ecuador (CPE region). These companies, situated in the logistics services sector, play a crucial role in the supply chain, offering specialized services encompassing transportation, storage, and other areas within their economic activities. The study, involving 1250 individual B2C (business-to-consumer) users of chatbots, focused on analyzing the effectiveness of these tools and their impact on customer satisfaction. Through multiple regression analysis, key factors influencing customer satisfaction were identified, such as the ability to address issues, detailed knowledge of the company, autonomy in issue resolution, grammatical accuracy, and overall reputation. The results underscore the significant potential of chatbots to enhance customer service in logistics, emphasizing their effectiveness in issue resolution, familiarity with products and services, autonomy in issue resolution, grammatical correctness, and user recommendations. These findings are vital for the logistics sector, highlighting the transformative role of chatbots in elevating customer satisfaction and operational efficiency through technological integration.

Abstract This investigation uses the method of decision analysis to analyze the positioning of the Sergipe Court of Justice, between 2020 and 2022, about the refusal of companies that offer transportation service via app to effect or cancel to remain in their registry with drivers who respond to criminal proceedings without final and unappealable decisions. The analysis of the decisions is based on some strategic theoretical frameworks, as based on the concepts of sacrificial citizenship and the economization of law, neoliberalism as a rationality and a deep process, and capitalism as surveillance. As a result, it was identified that the TJSE prioritized the contractual autonomy, the freedom to guide objective safety criteria, the misalignment of drivers with the Term and Conditions for use over the principles of the presumption of innocence and the social function of the contract. To problematize this scenario, the article also questions about the (un)protection of workers' personal data by app, the lack of transparency in the use of new technologies to collect data regarding ongoing criminal cases as a way to reiterate old social or labor exclusions. Finally, it concludes on the approximation of the grounds handled by the Sergipe Court of Justice with the new economic demands of neoliberal management, such as the reduction of the constitutional pact in favor of corporate autonomy, both on the disposability of subjects and on the irregular capture of their personal data. 202 2022 frameworks law process surveillance result autonomy criteria contract scenario unprotection un protection workers exclusions Finally management 20 2

Resumo Esta investigação utiliza o método de análises de decisões para examinar o posicionamento do Tribunal de Justiça de Sergipe, entre 2020 e 2022, sobre a recusa das empresas que oferecem o serviço de transporte via aplicativo de efetivar ou de permanecer em seu cadastro com motoristas que respondem a processos criminais sem decisões transitadas em julgado. A análise das decisões parte de alguns marcos teóricos estratégicos, como o conceito de cidadania sacrificial e da economicização do direito, do neoliberalismo enquanto uma racionalidade e um processo profundo, do capitalismo como vigilância. Como resultado, identificou-se que o TJSE priorizou a autonomia contratual, a liberdade para pautar critérios objetivos de segurança, o desalinhamento dos motoristas com o Termo e as Condições para uso em detrimento dos princípios da presunção de inocência e da função social do contrato. Para problematizar este cenário o artigo ainda questiona sobre a (des)proteção dos dados pessoais dos trabalhadores por aplicativo, a falta de transparência na utilização de novas tecnologias para coletar dados referentes a processos criminais em andamento como forma de reiterar velhas exclusões sociais ou laborais. Por fim, conclui-se sobre a aproximação dos fundamentos manejados pelo Tribunal de Justiça de Sergipe com as novas exigências econômicas da gestão neoliberal, tal como a redução do pacto constitucional em benefício da autonomia empresarial, tanto sobre a descartabilidade dos sujeitos, como sobre a captação irregular de seus dados pessoais. 202 2022 julgado estratégicos direito profundo vigilância resultado identificouse identificou se contratual segurança contrato desproteção des proteção laborais fim concluise conclui neoliberal empresarial sujeitos 20 2

ABSTRACT Introduction/framework/objectives The legislation gives the possibility for pregnant women with jobs where there are night shifts, to avoid doing them during this stage. However, sometimes the workers themselves question whether this has concrete scientific validity and what this could entail for themselves and their descendants. Not being a topic with much published literature, this review allows to consult a summary of the most up-to-date records at this level, in order to make assertive and scientific decisions regarding conditioning, as well as whether these should be mandatory or optional. Methodology This is a Bibliographic Review, initiated through a search carried out in May 2023 in the databases “CINALH plus with full text, Medline with full text, Database of Abstracts of Reviews of Effects, Cochrane Central Register of Controlled Trials, Cochrane Database of Systematic Reviews, Cochrane Methodology Register, Nursing and Allied Health Collection: comprehensive, MedicLatina and RCAAP”. Content Night shifts during pregnancy may be associated with greater family-work conflict, tiredness and sleep disturbance; as well as cancers, weight gain, diabetes, high blood pressure and other cardiovascular diseases; in addition to preterm delivery, low birth weight and congenital anomalies. Discussion and Conclusions Night shifts during pregnancy, especially if numerous and/or consecutive, seem to allow for some alterations, whose pathophysiology is reasonably explained/theorized. However, the probability and eventual severity of these issues must be considered by the pregnant woman herself, so that she (duly informed with regard to current medical knowledge on the subject) choose whether she wishes to continue to do some night shifts and, if so, how; since anxiety and disruption of routines can also be harmful, especially on an emotional and/or economic level (more prominently in companies where the pregnant woman has empathy with the tasks, the work team and/or I have a shared transport). It should be decided on a case-by-case basis, as a team, taking into account pregnant´s opinion. It would be interesting for professionals working in a hospital environment, in an institution that has Obstetric service, to focus a little on the topic, portraying the national reality and publishing their research in a magazine in the area, to disseminate knowledge. and national level, with international extrapolation.

RESUMO Introdução/enquadramento/objetivos A legislação consagra a possibilidade de as grávidas com postos de trabalho em que existam turnos noturnos, os evitem durante esta etapa. Contudo, por vezes, as próprias trabalhadoras questionam a validade científica concreta dessa medida e o que isso poderá acarretar para si e para a descendência. Não sendo um tema com muita bibliografia publicada, esta revisão permite consultar uma síntese do que mais atualizado se registou a este nível, de forma a se tomarem decisões assertivas e científicas em relação a condicionamentos, bem como se estes devem ser obrigatórios ou opcionais. Metodologia Trata-se de uma Revisão Bibliográfica, iniciada através de uma pesquisa realizada em maio de 2023, nas bases de dados “CINALH plus with full text, Medline with full text, Database of Abstracts of Reviews of Effects, Cochrane Central Register of Controlled Trials, Cochrane Database of Systematic Reviews, Cochrane Methodology Register, Nursing and Allied Health Collection: comprehensive, MedicLatina e RCAAP”. Conteúdo Os turnos noturnos durante a gravidez poderão associar-se a maior conflito família-trabalho, cansaço e perturbação do sono; bem como cancros, aumento de peso, diabetes, hipertensão arterial e outras doenças cardiovasculares; para além de parto pré-termo, baixo peso ao nascer e anomalias congénitas. Discussão e Conclusões Os turnos noturnos durante a gravidez, sobretudo se numerosos e/ou seguidos, parecem possibilitar algumas alterações, cuja fisiopatologia se encontra razoavelmente explicitada/teorizada. Contudo, a probabilidade e eventual gravidade dessas questões devem ser ponderadas pela própria grávida (devidamente informada relativamente aos conhecimentos médicos atuais), para que possa optar se deseja continuar a fazer alguns turnos noturnos e, em caso positivo, de que forma; uma vez que a ansiedade e perturbação de rotinas pode ser também perniciosa, sobretudo a nível emocional e/ou económico (com maior destaque em empresas onde a grávida tenha empatia com as tarefas e com a equipa de trabalho e/ou tenha meio de transporte partilhado). Caberá decidir caso a caso, em equipa, considerando a opinião da própria. Seria aliciante que profissionais a exercer em ambiente hospitalar, em instituição que tenha serviço de Obstetrícia, se debruçassem um pouco sobre o tema, retratando a realidade nacional e publicando a sua investigação em revista da área, para difusão de conhecimentos e nível nacional, com extrapolação internacional.

Resumen Introducción: La informalidad laboral y la formalización del empleo han sido ya ampliamente discutidas. Sin embargo, el problema sigue vigente en las agendas públicas y de gobierno tanto a nivel nacional como subnacional. Objetivo: El objetivo es evaluar el diseño de los instrumentos de política pública que ha implementado el gobierno estatal (2015-2021) para la formalización del empleo en Nuevo León. La población objetivo de los instrumentos son las Micro, Pequeñas y Medianas empresas (Mipymes) del estado de Nuevo León. Método y técnica: En una primera instancia, se llevó a cabo una investigación documental y de fuentes secundarias. Posteriormente, se realizaron entrevistas semiestructuradas con funcionarios a cargo de los instrumentos de política pública para la formalización del empleo. Se entrevistó al Director de Apoyo y Fomento a Pequeñas y Medianas empresas del Gobierno del Estado de Nuevo León; al Coordinador del Centro de Atención a Pequeñas y Medianas empresas del Gobierno del Estado de Nuevo León; a la titular de la Comisión Estatal de Mejora Regulatoria del Estado de Nuevo León; al Coordinador de Promoción y Vinculación del Programa Impulsa Nuevo León de la Secretaría de Economía del Gobierno del Estado de Nuevo León; a la Directora de Planeación y Políticas Públicas del Gobierno del Estado de Nuevo León; y al Director de la Comisión de Desarrollo Económico del Consejo Nuevo León. Para sistematizar las opiniones de los entrevistados se utilizó el programa de computadora ATLAS.ti y en su análisis se crearon las categorías que se presentan en la Tabla 2. Finalmente, se contrastó la ideología de los actores involucrados con tres preceptos clave del neoliberalismo que se identificaron. Resultados: 1. El Gobierno de Nuevo León no cuenta con información sobre el número de empleos que generan las empresas que reciben los apoyos. 2. La planeación de los instrumentos de política pública se lleva a cabo, principalmente, por el sector privado. 3. Las cámaras empresariales de las Pequeñas y Medianas empresas (Pymes) son las que se encuentran principalmente involucradas. 4. Los apoyos se otorgan a partir de que las empresas acuden al gobierno a solicitarlos y no hay investigación y desarrollo. 5. Los apoyos se concentran principalmente en las Mipymes formales, pero no se cuenta con un padrón actualizado. 6. El seguimiento y monitoreo se realiza en la medida que las empresas continúan asistiendo a las oficinas del gobierno de Nuevo León. Conclusiones: Se concluye que se requiere rediseñar los instrumentos de política pública bajo el liderazgo del gobierno estatal y vincular, concretamente, a la población objetivo de los programas con las formas de intervención estatal.

Abstract Introduction: Labor informality and the formalization of employment have already been widely discussed. However, the problem remains on the public and government agendas at both the national and subnational levels. Objective: The objective is to assess the design of the public policy instruments that the government of Nuevo León has implemented (2015-2021) for the formalization of employment. The target population of the instruments are the Micro, Small and Medium enterprises of the state of Nuevo León. Method and technique: Firstly, a documentary research in secondary sources was carried out. Subsequently, semi-structured interviews were conducted with officials in charge of the public policy instruments for the formalization of employment. The people interviewed were: the Director of Support and Development for Small and Medium Enterprises of the Government of the State of Nuevo León; the Coordinator of the Service Center for Small and Medium Enterprises of the Government of the State of Nuevo León; the head of the State Commission for Regulatory Improvement of the Government of the State of Nuevo León; the Coordinator for the Promotion of the Impulsa Nuevo León Program; the Director of Planning and Public Policies of the Government of the State of Nuevo León; and the Director of the Economic Development Commission of the Nuevo León Council. To systematize the opinions of the interviewees, the ATLAS.ti computer program was used and the categories created are presented in Table 2. Finally, the ideology of the actors involved was contrasted with three key precepts of neoliberalism that were identified. Results: 1. The Government of Nuevo León does not have information about the number of jobs generated by the companies that receive government financial support. 2. The planning of public policy instruments is carried out, mainly, by the private sector. 3. The business chambers of Small and Medium Enterprises are the ones that are mainly involved. 4. Financial support is granted after companies go to the government to request it and there is no research and development. 5. Financial support is mainly concentrated in the formal Micro, Small and Medium-sized enterprises, but there is no updated registry. 6. Monitoring is carried out as long as the companies continue to attend to the offices of the government of Nuevo León. Conclusions: It is concluded that it is necessary to redesign the public policy instruments under the leadership of the government of Nuevo León and to link, specifically, the target population of the programs with the forms of state intervention.

Abstract SMEs are small and medium-sized enterprises that arise from an idea of marketing a product or service. The growth of these companies entails an increase in the complexity of their organization. From the increase in internal structure to the relationship with some external actors, such as regulatory and fiscal entities, it poses challenges for which adequate preparation is not always available or the most efficient path to address them is not clear. An example of this can be seen with the management of company assets, which is often rudimentary and there is no quantified notion of the criticality of assets for the SME’s business. Through an Asset Management Model, an SME can chart a path towards efficient use of its assets, avoiding unnecessary expenses in repairs, as well as problems that can affect business continuity. This better use of assets results in greater value to the SME’s business model. This technical note proposes a methodology for the implementation of Asset Management based on the INTE/ISO 55001 standard. The objective is to adapt the different steps for the early implementation of Asset Management Models that are common in large consolidated companies to small and medium-sized enterprises. This methodology was validated in a real case study in a medium-sized company in Costa Rica. The results not only showed the rudimentary asset management in SMEs but also the viability of implementing an Asset Management Model in early stages of SMEs.

Resumen Las Pymes son pequeñas y medianas empresas que nacen a partir de una idea de comercialización de un producto o servicio. El crecimiento de estas empresas conlleva un aumento en la complejidad de su organización. Desde el aumento de la estructura interna hasta la relación con algunos actores externos, como entes reguladores y fiscales, supone retos para los cuales no siempre se cuenta con la preparación adecuada o no se tiene claro el camino más eficiente para afrontarlos. Un ejemplo de esto se puede observar con la gestión de los activos de la empresa, el cual con frecuencia es rudimentario y no se tiene noción cuantificada de la criticidad de los activos para el negocio de la Pyme. A partir de un Modelo de Gestión de Activos una Pyme puede trazar una ruta hacia un aprovechamiento eficiente de sus activos, evitando gastos innecesarios en reparaciones, así como problemas que pueden afectar la continuidad del negocio. Este mejor aprovechamiento de los activos resulta en un mayor valor al modelo de negocio de la Pyme. La presente nota técnica plantea una metodología para la implementación de Gestión de Activos basada en la norma INTE/ISO 55001. El objetivo es la adaptación de los diferentes pasos para la implementación temprana de Modelos de Gestión de Activos que son usuales en empresas consolidadas de gran tamaño en pequeñas y medianas empresas. Dicha metodología fue validada en un caso de estudio real en una mediana empresa de Costa Rica. Los resultados no solo evidenciaron la gestión rudimentaria de activos en Pymes si no también la viabilidad de implementar un Modelo de Gestión de Activos en etapas tempranas de las Pymes.

Resumo A qualidade do serviço interno é geralmente avaliada no âmbito dos clientes externos, mais ainda no setor de serviços. A necessidade de entender aos clientes internos causou que as organizações fortaleçam a qualidade do serviço interno de um jeito que tenha influencia na satisfação profissional. O objetivo é analisar a incidência da qualidade do serviço interno com a satisfação profissional dos empregados em um processo de fabricação. O estudo se fiz com uma mostra homogênea de sete empresas fabricantes na cidade de Cuenca-Equador; portanto, esse estudo está relacionado com um contexto especifico. Usou-se uma escala Likert de sete pontos; uma adaptação do modelo SERVQUAL com todas as suas dimensões e uma enquete de satisfação profissional com uma mostra de 364 pesquisados. A análise da informação foi feita com o programa SPSS versão 26 (demo). Os resultados mostraram uma correlação positiva e um grado de associação moderada da qualidade do serviço interno e a satisfação laboral. Adicionalmente, o coeficiente de regressão R2 mostrou a validez da ideia da qualidade do serviço interno causando um impacto positivo com a satisfação laboral. JEL: M54 Gestão laboral.

Resumen La calidad de servicio interno se ha evaluado comúnmente en el campo de los clientes externos y sobre todo en industrias de servicio. La necesidad de entender a los clientes internos ha generado que las organizaciones fortalezcan la calidad de servicio interno de manera que tenga influencia en su satisfacción laboral. El propósito es analizar la incidencia que tiene la calidad del servicio interno en la satisfacción laboral del empleado en un proceso de manufactura. El estudio se llevó a cabo en una muestra homogénea de siete empresas de manufactura de la ciudad de Cuenca, Ecuador; por lo tanto, este estudio está relacionado a un contexto específico. Se utilizó una escala de tipo Likert de siete puntos; una adaptación del modelo SERVQUAL en todas sus dimensiones, y una encuesta de satisfacción laboral con una muestra de 364 encuestados. El análisis de los datos se realizó mediante el programa SPSS versión 26 (demo). Los resultados demuestran una correlación positiva y un grado de asociación moderada entre la calidad de servicio interno y la satisfacción laboral. Adicionalmente, el coeficiente de regresión R2 demostró la validez de que la calidad de servicio interno tiene un impacto positivo en la satisfacción laboral. JEL: M54 Gestión laboral.

Abstract Internal service quality has been commonly evaluated in the area of external customers, especially in service industries. The need to understand internal customers has caused organizations to strengthen their internal service quality in such a manner that it affects work satisfaction. The objective is to analyze the incidence of quality of internal service on employee satisfaction at work in a manufacturing process. This study took place in a homogeneous sample with seven manufacturing companies in the city of Cuenca, Ecuador; as such, this study is related to a specific context. A Likert scale was used, including seven items, an adaptation of the SERVQUAL model in all of its dimensions, and a work satisfaction survey with a sample including 364 surveyed. The data analysis was performed using the SPSS program version 26 (demo). The results show a positive correlation and moderate associate degree between internal service quality and employee satisfaction. Additionally, the regression coefficient R2 showed validity in the statement that internal service quality has a positive impact on employee satisfaction. JEL: M54 Work management.

Abstract The study, focusing on the New Economy, aims to analyze the location of Information Technology (IT) activities in Brazil. Discusses this service sector and its installation in cities and analyzes the presence of companies and employees in Brazil in a comparison on a national scale between the federation units; and between municipalities; while, on a regional scale, it addresses the state of São Paulo. The work uses, above all, the official databases of the Annual List of Social Information (RAIS), linked to the Ministry of Labor and Employment of the federal government, managing to reveal the entire Brazilian territory. The theoretical basis is related to studies of innovation and territory, pointing out that the transformation of the technological base with global contours, from the second half of the 20th century, led to the emergence of a New Economy, which has an emphasis on information, knowledge, learning and innovation. As a result of the study, the presence of IT in Brazilian capitals is presented, especially in the South and Southeast of the country, with the supremacy of São Paulo and its metropolitan region. The study highlights a large concentration of IT activities in large centers, demonstrating the permanence or deepening of territorial inequalities in Brazil.

Resumo O estudo, com foco na Nova Economia, tem por objetivo analisar a localização das atividades de Tecnologias da Informação (TI) no Brasil. Discute este setor de serviços e sua instalação nas cidades, e analisa a presença de empresas e de empregados no Brasil numa comparação em escala nacional entre as unidades da federação; e entre os municípios; enquanto, na escala regional, aborda o estado de São Paulo. O trabalho se vale, sobretudo, dos bancos de dados oficiais da Relação Anual de Informações Sociais (RAIS), vinculada ao Ministério do Trabalho e Emprego do governo federal, conseguindo revelar todo o território brasileiro. A base teórica se relaciona com estudos de inovação e território, apontando que a transformação da base tecnológica com contornos globais, a partir da segunda metade do século XX, propiciou o surgimento de uma Nova Economia, que tem ênfase na informação, no conhecimento, na aprendizagem e na inovação. Como resultado do estudo, é apresentada a presença da TI nas capitais brasileiras, em especial, no Sul e Sudeste do país, com a supremacia de São Paulo e sua região metropolitana. O estudo evidencia uma grande concentração de atividades de TI nos grandes centros, manifestando a permanência ou o aprofundamento das desigualdades territoriais no Brasil.

Resumen El estudio, centrado en la Nueva Economía, tiene como objetivo analizar la localización de las actividades de Tecnologías de la Información (TI) en Brasil. Discute este sector de servicios y su instalación en las ciudades, y analiza la presencia de empresas y empleados en Brasil en una comparación a escala nacional entre las unidades de la federación; y entre municipios; mientras que, a escala regional, aborda el estado de São Paulo. El trabajo utiliza, sobre todo, las bases de datos oficiales de la Lista Anual de Informaciones Sociales (RAIS), vinculada al Ministerio de Trabajo y Empleo del Gobierno Federal, logrando revelar todo el territorio brasileño. La base teórica está relacionada con estudios de innovación y territorio, señalando que la transformación de la base tecnológica con contornos globales, a partir de la segunda mitad del siglo XX, propició el surgimiento de una Nueva Economía, que tiene énfasis en la información, conocimiento, aprendizaje e innovación. Como resultado del estudio, se presenta la presencia de TI en las capitales brasileñas, especialmente en el Sur y Sudeste del país, con supremacía de São Paulo y su región metropolitana. El estudio destaca una gran concentración de actividades de TI en grandes centros, lo que demuestra la permanencia o profundización de las desigualdades territoriales en Brasil.

Abstract This study seeks to analyze the implications of the relationship between the State and companies in the internal innovative dynamics of the companies that benefited from public innovation policies. Its empirical context is the answer of three companies of the Software and Information Technology Service Industry (S&ITS) to the promotion of the Banco Nacional de Desenvolvimento Social (BNDES) in the Programa para o Desenvolvimento da Indústria Nacional de Software e Serviços de Tecnologia da Informação (Prosoft): TOTVS, Linx e Sinqia. It was supposed that the different responses of the companies result from the different degrees of innovation of their strategic planning, which was evaluated based on the evolutionary theory of the firm and the new-weberian theory of the firm. The results confirm the hypothesis, since, although the three companies have been presented with a positive variation of their internal innovative dynamics after the promotion of the BNDES, the more innovative the strategic planning of the company the greater this positive variation. JEL: O00. policies S&ITS SITS S ITS (S&ITS BNDES (BNDES Prosoft (Prosoft) TOTVS Sinqia newweberian new weberian hypothesis since JEL O00 O (Prosoft O0

Resumo Este estudo visa a analisar as implicações da relação entre Estado e empresas nas dinâmicas inovativas internas das empresas beneficiadas por políticas públicas de inovação. Seu contexto empírico é a resposta de três empresas do setor de Software e Serviços de Tecnologia da Informação (SSTI) ao fomento do Banco Nacional de Desenvolvimento Social (BNDES) no Programa para o Desenvolvimento da Indústria Nacional de Software e Serviços de Tecnologia da Informação (Prosoft): TOTVS, Linx e Sinqia. Supôs-se que as diferentes respostas das empresas decorrem dos diferentes graus de inovação de seu planejamento estratégico, o que foi avaliado com base na teoria evolucionária da firma e na teoria neo-weberiana da firma. Os resultados confirmam essa hipótese, já que, embora as três empresas tenham apresentado uma variação positiva de suas dinâmicas inovativas internas após o fomento do BNDES, quanto mais inovativo foi o planejamento estratégico da empresa tanto maior foi essa variação positiva. SSTI (SSTI BNDES (BNDES Prosoft (Prosoft) TOTVS Sinqia Supôsse Supôs se neoweberiana neo weberiana hipótese (Prosoft

This research explores the employability of Technical and Vocational Education and Training (TVET) college graduates in the Fourth Industrial Revolution (4IR) era in South Africa. It examines the role of TVET lecturers in providing skills that are relevant to the contemporary period. The study uses qualitative research inspired by the interpretivist approach, and a purposive sampling strategy to get the perspectives of TVET lecturers and employers. It was observed that TVET lecturers play a minimal role in the development of the curriculum due to a rigid top-down approach from the Ministry of Higher Education. Companies are forming partnerships with TVET colleges by offering places for in-service training, practicals and internships. The study reveals that South African businesses have adopted 4IR-related technologies, requiring a skilled TVET force that is ready for these transformations. The findings highlight the need for regular curriculum transformation and the importance of TVET education in producing artisans, technologists and technicians that are vital for the South African economy on an ongoing basis.

RESUMEN Durante los últimos tiempos, el análisis de costos y la manera en que se relaciona con la rentabilidad ha ido cobrando mayor importancia, siendo un poco más delicada la problemática cuando se trata de empresas dentro del sector servicios. Para el presente estudio, se tuvo como objetivo determinar la relación entre la gestión estratégica de costos y la rentabilidad en empresas de transporte de carga por carretera ubicadas en el distrito de Ate (Lima - Perú) durante el 2022. El estudio se ciñó al enfoque cuantitativo, alcance correlacional y se utilizó el diseño no experimental transeccional correlacional-causal; los participantes fueron 40 responsables de este tipo de empresas (dos encargados por cada una de las 20 compañías consideradas), a los cuales se les aplicó un cuestionario de 23 ítems, y en cuya redacción se empleó la escala de Likert. Luego del procesamiento y análisis de la información, se evidenció la existencia de una asociación fuerte y significativa (p <0.05) entre las dos variables del estudio, debido a que se halló un coeficiente de correlación de Spearman de 0.843. En consecuencia, se afirma que la gestión estratégica de costos se relaciona directa, fuerte y significativamente con la rentabilidad en empresas de transporte de carga por carretera del distrito de Ate; eso permite aseverar que, a una mejor gestión estratégica de costos, mayor rentabilidad.

ABSTRACT In recent times, cost analysis and the way in which it relates to profitability has become more important, with the problem being a little more delicate when it comes to companies within the service sector. For the present study, the objective was to determine the relationship between strategic cost management and profitability in road freight transport companies located in the district of Ate (Lima - Peru) during 2022. The study adhered to the quantitative approach, correlational scope and used the non-experimental correlational-causal cross-sectional design; the participants were 40 managers of this type of companies (two managers for each of the 20 companies considered), to whom a questionnaire of 23 items was applied, and in whose writing the Likert scale was used. After processing and analyzing the information, the existence of a strong and significant association (p <0.05) between the two study variables was evidenced, due to the fact that a Spearman correlation coefficient of 0.843 was found. Consequently, it is stated that the strategic cost management is directly, strongly and significantly related to the profitability in road freight transport companies in the district of Ate; this allows us to assert that, with better strategic cost management, greater profitability.

Abstract The breeding of replacement heifers in breeding systems is an important factor that directly affects the productivity of livestock companies. The aim of this study was to assess the reproductive performance of replacement heifers during their first breeding season, considering morphostructural and reproductive development variables. 142 zebu cross females of 22 to 24 months of age were used, previously selected by weight (a minimum of 67% of the estimated weight for an adult cow under the system was considered). An observational design was used before service in which they were divided into 3 groups according to the degree of reproductive development (RTS 1 to 3), live weight (LW), body condition (BCS 1-9), and zoometric measurements. The service was carried out by artificial insemination at a fixed time (TAI) and natural service (NS). The pregnancy diagnosis was carried out 32 days after the TAI and 35 days after the bulls were removed for NS. The results showed significant differences between the growth and development variables, except in cannon bone circumference and rump height. For LW the RTS1 were 10% heavier than the RTS3. The χ2 test identified association between NS and RTS with 50, 82 and 32%, as well as in general pregnancy of 84, 92 and 67% pregnancy in RTS1, 2 and 3, respectively. In conclusion, for the pre- breeding selection of replacement heifers, it is essential to consider not only live weight but also the degree of reproductive development and zoometric variables.

Resumen La recría de vaquillonas de reposición en sistemas de cría es un factor importante que afecta directamente la productividad de las empresas ganaderas. El objetivo de este estudio fue evaluar el desempeño reproductivo de vaquillonas en el primer servicio, considerando variables morfoestructurales y de desarrollo reproductivo. Se utilizaron 142 hembras de 22 a 24 meses de edad cruza cebú, previamente seleccionadas por peso (se consideró un mínimo de 67% del peso estimado para una vaca adulta bajo el sistema). Se utilizó un diseño observacional antes del servicio en el que se dividieron en 3 grupos según, grado de desarrollo reproductivo (GDR 1 a 3), peso vivo (PV), condición corporal (CC 1-9) y mediciones zoométricas. El servicio fue realizado mediante inseminación artificial a tiempo fijo (IATF) y servicio natural. El diagnóstico de gestación se llevó a cabo a los 32 días luego de la IATF y 35 días después de retirados los toros para el servicio natural. Los resultados demostraron diferencias significativas entre las variables de crecimiento y desarrollo, excepto en perímetro de la caña y alzada a la grupa. Para PV las GDR1 fueron 10% más pesadas que las GDR3. La prueba de χ2 encontró asociación entre servicio natural y GDR con 50, 82 y 32%, como así también en la preñez general de 84, 92 y 67% de preñez en GDR 1, 2 y 3, respectivamente. En conclusión, para la selección pre-servicio en vaquillonas de reposición, es importante considerar no solo el peso vivo, sino también el grado de desarrollo reproductivo y las variables zoométricas.

ABSTRACT Objective: competition and cooperation occur in different areas of the market. The shipping industry is one of the areas characterized by strong competition and operational cooperation with the objective of operational improvement. Through mergers and acquisitions and joint ventures, the shipping industry has advanced with its business and sought better results. Methods: we analyzed coopetition strategies between global actors of shipping industry in the Brazilian market. We used the multiple case study method with the four main shipping lines in the world based on semi-structured interviews and data from official documents. Results: the results indicate that the shipping lines often employ the strategy of joint services and slot service in partnership with other shipping companies. Market coverage, customer needs, and reduced operating costs were identified as the main motivations for coopetition in the shipping industry. Conclusions: we particularly reveal the coopetition strategies of the shipping companies evaluated in the Brazilian market and their plans to continue operating in this strategic region for the shipping industry. Objective improvement ventures Methods semistructured semi structured documents Results coverage needs Conclusions

Abstract With the growing digitalization and the need for customers to have more personalized services available, there is a constant need to innovate and fulfil the demands of customers. However, this burden has contributed to further worsening the schedule management for the service companies. Customers now are demanding more personalized service but without having any compromise on the quality and time of delivery. This resulted in creating the need to have a schedule-driven management plan designed. Despite this advantage, there are very limited studies available that even focus on the concept whereas not any study works towards understanding its contribution in affecting project management for service companies. To overcome this, the study aims to assess the perception of 200 employees and 10 managers for understanding a schedule management plan and its impact on project management worth. The employee’s perception evaluation via structural equation modelling revealed that there is no direct influence of schedule management on project management worth but via different factors and strategies the influence could be derived. Managers’ perceptions validated the findings and provided insight that strategies like the building of a cloud-based platform or predictive modelling should be designed for better schedule management plan development. However companies delivery scheduledriven driven advantage 20 1 employee s derived Managers cloudbased cloud based development 2

Resumen En los últimos años, BRK, importante empresa privada de saneamiento básico en Brasil, ha experimentado una rápida transformación digital, priorizando la experiencia del cliente. Se han logrado varios avances, como la implementación del canal WhatsApp, la consolidación de las agencias digitales ‘Mi BRK’ y la innovación con el lanzamiento de un nuevo formato de agencia híbrida, integrando tanto ambientes físicos como digitales. Sin embargo, la empresa enfrenta el dilema de cómo seguir invirtiendo en transformación digital y consolidar la centralidad del cliente. El caso está escrito desde la perspectiva de la gerente de relaciones con clientes y discute cómo es posible situar y mantener al consumidor en el centro de atención en un sector de Utilidades donde esta práctica es inusual. El caso fue diseñado para estudiantes de pregrado y posgrado en cursos de gestión y marketing, específicamente para cursos en marketing de servicios, experiencia del consumidor o gestión de ventas. años BRK Brasil cliente avances WhatsApp Mi híbrida embargo inusual servicios ventas

Abstract In recent years, BRK, one of the largest private basic sanitation companies in Brazil, has undergone a rapid digital transformation, prioritizing the customer experience. Several advancements have been achieved, such as the implementation of the WhatsApp channel, the consolidation of the digital agencies ‘My BRK’, and the innovation through the launch of a new hybrid agency format, integrating both physical and digital environments. However, the company faces the dilemma of how to continue investing in digital transformation and solidify the centrality of the customer. The case is written from the perspective of the customer relationship manager and discusses how it’s possible to place and keep the consumer at the forefront in a Utilities sector where this practice is unusual. The case was designed for undergraduate and postgraduate students in management and marketing courses, specifically for courses in service marketing, consumer experience, or sales management. years BRK Brazil experience achieved channel My , BRK’ format environments However its it s unusual

Resumo Nos últimos anos, a BRK, uma das maiores empresas privadas de saneamento no Brasil, passou por um processo acelerado de transformação digital, priorizando a experiência do cliente. Diversos avanços foram obtidos, como a implementação do canal de WhatsApp, a consolidação das agências digitais Minha BRK e o lançamento de um novo formato de agência híbrida, integrando os ambientes físico e digital. No entanto, a organização enfrenta o dilema de como continuar investindo na transformação digital e consolidar a centralidade do cliente. O caso é escrito sob a perspectiva da gerente de relacionamento com clientes e traz uma discussão sobre como é possível colocar e manter o consumidor no centro das atenções num segmento de utilidades, no qual essa prática é atípica. Ele foi elaborado pensando em alunos de graduação e pós-graduação em cursos de gestão e marketing, para as disciplinas de marketing de serviços, experiência do consumidor ou gestão de vendas. anos Brasil cliente obtidos WhatsApp híbrida entanto utilidades atípica pósgraduação pós serviços vendas

PURPOSE OF THE STUDY: Due to the increase in Internet usage, the e-commerce industry has been booming as more consumers shop online. The purpose of this study is to determine the factors that influence consumers' decision to shop online for airline tickets. DESIGN/METHODOLOGY/APPROACH: A survey method was used to collect data from 200 airline ticket shoppers. The data were analysed via the Exploratory Factor Analysis and Multi-Regression Analysis. FINDINGS: This study found that contrary to earlier studies in online shopping, the ease-of-use of websites and price are not primary drivers of consumers shopping online. The usefulness and convenience of shopping online are, however the key drivers of airline tickets shopping online. Another key finding is that privacy and security no longer deter consumers to shop for airline tickets online RECOMMENDATIONS/VALUE: This study adds both theoretical and practical contributions for e-commerce practitioners and airline companies as it revealed that it is important to add more useful features to their e-commerce websites and applications to increase airline ticket sales online. MANAGERIAL IMPLICATIONS: To provide superior customer service, airline companies need to provide customers with useful features on their websites in a convenient way. Therefore, frequent monitoring of the consumers' expectations of the convenience of online websites and applications is compulsory for continuous success in the airline industry. JEL CLASSIFICATION: L81, L93