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This study aims to find evidence of the HEdPERF scale use for measuring the perceived service quality from the perspective of students in higher education institutions (HEIs) worldwide.

A systematic review of the literature was conducted to find evidence of the scale use in articles published between January 2005 and May 2017, according to databases Emerald, SciELO, Scopus, Web of Science, and Wiley Online Library. The articles were searched on the databases on Jun 17, 2017 and at the end of the selection of articles, were kept 12 distinct documents.

The articles found pointed towards classic SERVQUAL and SERVPERF scales as being well substantiated for measuring perceived service quality. The HEdPERF scale was applied in articles about perceived service quality in HEI in studies in Brazil, China, Croatia, India, Malaysia, Portugal, Sri Lanka and Turkey.

The paper attempts to gather some articles on the measurement of service quality in higher education institutions, by the HEdPERF scale use. This study indicates that SERVPERF scale can also be an appropriate model to measure service quality in HEI context, that is, it is not yet possible to defend a single instrument as a standard for this purpose.

This chapter examines possible relationships between use of social media in online mobilization and mainstream print media coverage during the June 2013 protests in Brazil, a series of demonstrations which happened throughout the country initially around bus ticket prices.

In order to develop the research, we compared news from leading Brazilian newspapers (O Globo, Folha de S. Paulo, Estadão, and O Dia) with the activities of most influential Twitter users in the dissemination of messages about these events in the country during the period from June 01 to 30, 2013. The results show trends in the emerging dynamics of social organization that may indicate the role of old and new media in today’s Brazilian politics.

The research analyzed the extent to which the events occurring on the streets shaped and/or reflected user-generated social media content.

Based on a critical lens, this paper aims to empirically evaluate the adoption of programs to buy from minority suppliers (MS) and their outcomes in Brazil, considering a multi-stakeholder approach (buying companies, suppliers and third parties).

The data were collected via an exploratory survey involving 109 buying companies and two case studies with 21 in-depth interviews.

It was revealed that supplier diversity (SD) in Brazil is still developing, and is more rhetoric than a practice promoting real change. The current traditional procurement mindset, the role of third parties, and the focus on supplier selection, rather than on supplier development prevents a social impact that could reduce inequality between MS and their counterparts.

Previous studies were focused on buying companies' perspective in advanced countries that have clear regulation for SD. By exploring the phenomenon in a country with great economic disparities and no regulation, and using a critical lens, this study highlights the difference between desired and effective implementation of social initiatives that promote inclusiveness.

The purpose of this paper is to propose a process management framework for Chemical Waste Treatment Laboratories (CWTL) that can be used as a management tool to identify and manage critical process.

Proposition of a generic classification for categories of chemical waste; use of the ABC analysis as a tool for analysis of priority in relation to the inputs of an CWTL; use of the process matrix (variety vs volume) to identify the key resources required to perform the activities of a CWTL; and use of mapping process techniques to map the processes defined and calculate times.

The proposed framework was applied to a CWTL at University of São Paulo, Brazil, and showed that the high variability of demand is a significant factor in the management of this laboratory, requiring processes that are flexible to meet this demand. The results showed that the applicability of the production and operations management theories within the scope of process management of CWTLs, proved to be useful tools for improving the treatment efficiency of chemical waste in these facilities.

The novelty of this work is in the fact of using production and operations management tools in the management of CWTLs to propose diagnoses to improve the management of their processes. The proposition of a comprehensive classification for chemical wastes generated in CWTLs is also highlighted.

The purpose of this paper is to study an articulated warning system that provides information about the heritage at risk and encourages a dialogue between the heritage sector, civil defense agencies and local communities.

The databases from the National Heritage Institute, National Civil Defense, National Geological Service and National Early Warning System were investigated and the local community provided input which helped form a participatory risk mapping strategy for a warning system in the heritage sector.

There is little knowledge of the Brazilian heritage that is at risk and a lack of coordination between the cultural heritage and DRR sectors. This means that there is a need to organize the geo-referenced databases so that information can be shared and the public provided with broader access. As a result, there can be a greater production, dissemination and application of knowledge to help protect the cultural heritage.

The findings can be included in the debate about the importance of framing disaster risk management (DRM) policies in the Brazilian heritage sector.

The findings and maps of the case study in the town of São Luiz do Paraitinga involve the heritage sector, civil defense agencies and local people and can be used for disaster risk preparedness.

A DRM program is being formulated in Brazil. However, the kind of strategy needed to incorporate the heritage sector in this program stills needs to be planned, and the knowledge of the cultural heritage at risk is a key factor when faced with this new social and scientific challenge.

The purpose of this paper is to present a proposal for structuring the use of problem-based learning (PBL) as an active teaching strategy and assess PBL’s implications for student learning in the undergraduate management degree program of a federal university in Northeastern Brazil. PBL can turn students into active subjects in their own learning and promote the development of decision-making abilities through the identification and analysis of real problems.

The study follows the assumptions of qualitative research and uses the action research approach. The data were collected through reflective reports (texts freely written by students describing their experiences in a course) and through interviews. The collected material formed the basis for analysis and discussion of the results using content analysis.

The results indicate that the PBL teaching strategy has positive implications for student learning in that it promotes the integration of theory and practice, which enhances the motivation to learn. The students perceived the practical aspect, teamwork and presence of an entrepreneur/manager in the PBL classes as factors facilitating learning. By contrast, teamwork and the time involved were seen as factors limiting learning.

The use of PBL demonstrates its potential for learning through the integration of students’ cognitive, behavioral and social dimensions, fostering closer integration with the context of professional activity. The presence of entrepreneurs/managers who present real problems to be analyzed by the students in the classroom can contribute significantly to the promotion of learning and reflection by undergraduate management students.

The results of this study reveals its originality and value to management education in Brazil because it defines a framework for the implementation of PBL as an active learning strategy in a management program, it indicates the potential of PBL for the development of students’ competencies, it increases the potential for integrating theory with professional practice and it can aid the process of training teachers as they assess the implications of PBL for student learning.

The purpose of this article was to provide an outline of the citation practices of “Evolving to a new dominant logic for marketing” by Vargo and Lusch (2004) to identify and discuss the most prominent research topics in which citations were used and to suggest future research based on the results of the analysis.

The authors used a comprehensive framework of citation practices based on iterations of previous literature to analyze the relevant literature, which they identified by accessing, systematically and rigorously, every available contribution matching a set of criteria. The authors then categorized these contributions and highlighted the main topics of research interest in each category.

The findings identify some of the factors in the continuous development of SDL, the way this new marketing logic permeated the scientific debate, the infusion of Vargo and Lusch (2004) into several contributions framed in the new logic or justified through it, and a general perception of a default reference. Additionally, the findings highlight the main topics of research interest in each category.

The analysis enabled the detection of the original paper's influence through advances in service studies, pollination into other fields of research and continuous scientific debate. The authors have highlighted several avenues for research and proposed future research directions.

This research analyzed the effects of the spread of the SDL cornerstone article and emphasized the advantage of using an in-depth approach to the analysis of studies through a framework applied to more than 4,600 studies.

China has invested massively in higher education, reaching a mass system, envisaging, as a next step, reaching a universal system. Brazil is still an elite system but needs to create adequate public policies to migrate to a mass system. The purpose of this article is to analyze the paradigms for a mass educational system, with regard to the quality of education offered, and the prospects for achieving a universal system, with Brazil and China as a reference.

The author applied an exploratory and qualitative method, through categorical content analysis. The data were collected through nine interviews with government managers, 15 unstructured (open) questionnaires to specialists in higher education and four student leadership.

The results indicate that the change from an elite system to a mass system impacts quality, as there is an inevitable change in experience. However, this modification does not testify against the mass system, as it is necessary for a nation to pass through it and structure itself adequately in order to reach the universal system, a path desired by both countries.

The study presented the reflections observed by the migration from the elite system to the mass system from the main stakeholders of the system in China and the prospects for Brazil to become a mass system. Additionally, it presented the perspectives for both countries to achieve the desired universal system.

Complementing the importance of adequate relief supplies and transportation capacity in the first two weeks of post-disaster logistics, efficient communication, information sharing, and informed decision making play a crucial yet often underestimated role in reducing wasted material resources and loss of human life. The purpose of this paper is to provide a method of quantifying these effects.

A mathematical discrete dynamical system is used to model transportation of different commodities from multiple relief suppliers to disaster sites across a network of limited capacity. The physical network is overlaid with the communication network to model information delays and communication breakdowns between agents. The cost in human lives and the monetary cost are measured separately.

Simulations results highlight quantitatively how communication deficiencies and indiscriminate shipping of resources result in material convergence and shortage of urgent supplies observed in actual emergencies.

The model provides an example of a simple, objective, quantitative tool for decision making and training volunteer managers in the importance of a smart response protocol.