Revista Estudos e Pesquisas em Administração

37 - 56

Authors: André Matheus Mella de Paulo; João Bosco Arbués Carneiro Júnior; Sofia Ines Niveiros

Today, companies are constantly seeking information that helps them to make decisions and analyze the actions they take, always looking for differentials and opportunities available that help in the measurement and interpretation of the information that isobtained. This paper seeks to answer the following question: Which perspectives that make up the Balanced Scorecard of the steel company analyzed reflect the proposal developed by Kaplan and Norton? The objective of this study is to analyze whether the Balanced Scorecard of the company XYZ was developed according to the methodology of Kaplan and Norton, doing this with the information made available by the company, taking into account the whole structure presented. Regarding the methodology the research was descriptive, case study, qualitative and being cross-sectional. Relevant research topics such as: strategic planning, corporate strategies, Porter model, Balanced Scorecard, learning and growth perspective, internal process perspective, client perspective, financial perspective and strategic maps were discussed. In view of the analyzes, it was verified that the methodology used by the company XYZ fits in the proposal of Kaplan and Norton.

77 - 95

Authors: Laís Carla Venâncio Rodrigues.

Social control is defined as the citizen participation in the management and supervision of the actions of the Public Administration, with legal guarantee in Brazil. The Health Councils are permanent and deliberative, composed of representatives of government, service providers, professionals and users, acting in the formulation of strategies and in controlling the execution of policies in the corresponding instance. The Rational State is synonymous with the Modern, a connection of superiority of men over others, supported by legitimate coercion. A fully efficient bureaucracy is an ideal type, an optimal structure that must be sought at the state level, its legitimation being taken as rational-legal domination. The objective of this research is to verify the level of social control practiced by the State Health Council of Pernambuco in 2017 and relate it to Weber's bureaucracy theory. The methodological procedure was composed of bibliographicalreview and documentary research through the analysis of official deliberations approved by resolutions and summaries of minutes, because the former are precursors to the implementation of the regimental attributions in real life and the latter are sourcesof information about the issues discussed.

111 - 124

Authors: Vanessa da Silva Ossuna; Maurício Alves Rodrigues Pugas.

Understanding customer experience can lead to more assertive decisions in order to better interact with the intended audience. People are looking for ease and speed in the use of applications so that access must be simple and intuitive. The general objective of this research is to identify and analyze the customers' experience regarding the usability of the shopping cart application in a retail company in the municipality of Rondonópolis -MT. This research is qualitative, and for the data collection we used an electronic questionnaire applied in 110 clients, and the use of the netnographic technique for the categorization of the company Facebook page. After analyzing the data, it can be concluded that the difficulties encountered by customers are mainly determined by the slow access to the card application and the need to demonstrate how to use the application quickly and easily, thus meeting the expectations of both to obtain operational processes of efficiently and objectively.

144 - 160

Authors: Ednéia Avelar Ogawa; Evelin Caroline de Paula.

The use of phenomenology over studies is still something of a debate, due to the necessary adaptations from the philosophical field to the empirical field and its complexity of information andmethodologies. However, we cannot deny the richness of this method for investigations that seek to know the subjective aspect of the relationship between human beings and their lived spaces, that is, the essences of phenomena. It was initially treated a brief theoretical contextualization about phenomenology, to later show a panorama of the articles that used this method in their research. This study aimed to describe the phenomenology in the approach to scientific research, making a survey of the articles found in the base of SPELL in the years 2000 to 2018, emphasizing the importance of this method in organizational studies. He used as a methodological procedure research on bibliographic references and a search in the SPELL (Scientific Periodicals Electronic Library) database for the collection of articles that contained in the abstracts or in their titles the word "phenomenology". There were 42 (forty-two) articles related tothe researched topic, however 1 (one) of them did not follow the criteria analyzed.