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This paper aims to examine the effects of transformations of the levels of visual and functional permeability and the types of uses on the ground floors of buildings on the perception of security and the occurrence of residential burglary, theft in residence, pedestrian mugging, vehicle robbery, vehicle theft and theft of items inside a vehicle on selected blocks.

Nine blocks divided into three groups were selected in Capão da Canoa, a Brazilian city that has been undergoing morphological transformations, including the replacement of buildings with residences and shops on the ground floor, with doors and windows facing the street, by buildings with a predominance of garage doors and blind walls on the ground floors. Data were collected through the application of questionnaires and interviews.

The results reveal, for example, that perception of greater security is related to the blocks with a greater number of functional and visual connections between the ground floor interfaces of the buildings and the open public spaces. In addition, the night period records the higher number of criminal occurrences, even on blocks with higher rates of visual and functional connections between the ground floor interfaces and the public open space and higher rates of residential and commercial uses on the ground floor of the buildings.

It is expected that the results of this paper will allow for greater knowledge and the revision of many urban guidelines regarding the effects of the transformations of ground floor interfaces from traditional to contemporary buildings in the perception of security and the occurrence of crimes in public open spaces and in neighbouring residential units. It is further evidenced the need to recognize the ground floor interface as an element of public interest, even if it belongs to a private property. Nonetheless, further research is needed on the relationships between the quantifications of the levels of visual and functional permeability, the different types of uses on the ground floor of buildings, movement of people and crimes in open spaces and buildings in different periods of the day.

While a vast number of studies have pointed out the keys of relationship marketing practices in consumer markets, little attention has been paid to the value the organization can get from such strategies. The literature provides relatively little support for the effectiveness of relationship marketing programs. The purpose of this research is to produce some evidence of the association between customer relationship marketing strategies and the market and economic performance of the firm.

The proposed hypotheses are tested in the case of car repair and maintenance services, as a case where long‐term relationships are frequent. The hypotheses were evaluated using a path analysis, which associates relationship marketing activities with market performance (customers' perceptions, market position and loyalty) and market performance with economic performance.

The findings suggest that the effect of attraction and loyalty programs is greater on market performance than on economic performance. Furthermore, the results show that attracting customers through a good service quality and reaching a good position in the market have greater impact on economic results than loyalty.

As a managerial implication, the authors suggest that service providers should put their efforts on improving quality rather than on promotion, advertising or economic bonus to customers.

This article realizes the importance of product and service quality rather than promotions, advertising or economic bonuses in retaining customer loyalty.

Preface The functions of business divide into several areas and the general focus of this book is on one of the most important although least understood of these—DISTRIBUTION. The particular focus is on reviewing current practice in distribution costing and on attempting to push the frontiers back a little by suggesting some new approaches to overcome previously defined shortcomings.

The purpose of this paper is to set out a method for evaluating environmental impacts in the area of gas stations.

The design and implementation of this study followed steps that enabled a survey to be conducted by combining a wide variety of sources and bibliographical material, such as manuals, regulations, standards, laws and articles necessary for drawing up the model and the indicators of environmental impacts; and next the authors used two case studies to test the proposed model and exemplify the application.

This research identified the sources that cause adverse environmental impacts and the main preventive actions, as well as those for eliminating environmental impacts caused by the activities of the gas stations, so was possible developing a model which evaluated the real environmental situation of gas stations, using indicators to identify opportunities for improvements in the enterprises with ISO 14001 certification and non‐certificated enterprises.

This study used some international standards and some specific laws from Brazil, but it can be adapted to the current standards for gas stations in other countries.

Based on findings, it is believed that by using the model proposed in this research study, it is possible to diagnose the real environmental situation of the gas stations, thereby contributing to the preservation of the environment, sustainable development and above all to improving people's quality of life.

The originality of this study is the development of a viable model that can be used by enterprise, researchers and governmental environmental agencies for evaluating the environmental impacts of gas stations, integrating four different variables.