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Nesse sentido a tecnologia e o seu bom uso se mostram vitais para se estabelecer ) /P 263 0 R /Pg 8 0 R >> endobj 269 0 obj << /K [39] /S /Span /Type /StructElem /ActualText /P 263 0 R /Pg 8 0 R >> endobj 270 0 obj << /K [40] /S /Span /Type /StructElem /ActualText /P 263 0 R /Pg 8 0 R >> endobj 271 0 obj << /K [41] /S /Span /Type /StructElem /ActualText /P 263 0 R /Pg 8 0 R >> endobj 272 0 obj << /K [42] /S /Span /Type /StructElem /ActualText /P 263 0 R /Pg 8 0 R >> endobj 273 0 obj << /K [43] /S /Span /Type /StructElem /ActualText ( ) /P 263 0 R /Pg 8 0 R >> endobj 263 0 obj << /K [264 0 R 265 0 R 266 0 R 267 0 R 268 0 R 269 0 R 270 0 R 271 0 R 272 0 R 273 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 275 0 obj << /K [44] /S /Span /Type /StructElem /ActualText /P 274 0 R /Pg 8 0 R >> endobj 276 0 obj << /K [45] /S /Span /Type /StructElem /ActualText /P 274 0 R /Pg 8 0 R >> endobj 277 0 obj << /K [46] /S /Span /Type /StructElem /ActualText /P 274 0 R /Pg 8 0 R >> endobj 278 0 obj << /K [47] /S /Span /Type /StructElem /ActualText /P 274 0 R /Pg 8 0 R >> endobj 279 0 obj << /K [48] /S /Span /Type /StructElem /ActualText /P 274 0 R /Pg 8 0 R >> endobj 280 0 obj << /K [49] /S /Span /Type /StructElem /ActualText /P 274 0 R /Pg 8 0 R >> endobj 281 0 obj << /K [50] /S /Span /Type /StructElem /ActualText /P 274 0 R /Pg 8 0 R >> endobj 282 0 obj << /K [51] /S /Span /Type /StructElem /ActualText ( ) /P 274 0 R /Pg 8 0 R >> endobj 274 0 obj << /K [275 0 R 276 0 R 277 0 R 278 0 R 279 0 R 280 0 R 281 0 R 282 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 284 0 obj << /K [52] /S /Span /Type /StructElem /ActualText ( ) /P 283 0 R /Pg 8 0 R >> endobj 285 0 obj << /K [53] /S /Span /Type /StructElem /ActualText ( ) /P 283 0 R /Pg 8 0 R >> endobj 283 0 obj << /K [284 0 R 285 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 287 0 obj << /K [54] /S /Span /Type /StructElem /ActualText /P 286 0 R /Pg 8 0 R >> endobj 288 0 obj << /K [55] /S /Span /Type /StructElem /ActualText ( ) /P 286 0 R /Pg 8 0 R >> endobj 286 0 obj << /K [287 0 R 288 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 290 0 obj << /K [56] /S /Span /Type /StructElem /ActualText /P 289 0 R /Pg 8 0 R >> endobj 291 0 obj << /K [57] /S /Span /Type /StructElem /ActualText /P 289 0 R /Pg 8 0 R >> endobj 292 0 obj << /K [58] /S /Span /Type /StructElem /ActualText (ponto de uma emp) /P 289 0 R /Pg 8 0 R >> endobj 293 0 obj << /K [59] /S /Span /Type /StructElem /ActualText (resa poder aumentar em 100% seus lucros se retiverem apenas 5% a mais de ) /P 289 0 R /Pg 8 0 R >> endobj 294 0 obj << /K [60] /S /Span /Type /StructElem /ActualText (seus clientes em um ano \(REICHFIELD; SASSER, 1990\).) /P 289 0 R /Pg 8 0 R >> endobj 295 0 obj << /K [61] /S /Span /Type /StructElem /ActualText ( ) /P 289 0 R /Pg 8 0 R >> endobj 289 0 obj << /K [290 0 R 291 0 R 292 0 R 293 0 R 294 0 R 295 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 297 0 obj << /K [62] /S /Span /Type /StructElem /ActualText /P 296 0 R /Pg 8 0 R >> endobj 298 0 obj << /K [63] /S /Span /Type /StructElem /ActualText (apresentados, sendo que a baixa qualidade na) /P 296 0 R /Pg 8 0 R >> endobj 299 0 obj << /K [64] /S /Span /Type /StructElem /ActualText ( ) /P 296 0 R /Pg 8 0 R >> endobj 300 0 obj << /K [65] /S /Span /Type /StructElem /ActualText /P 296 0 R /Pg 8 0 R >> endobj 301 0 obj << /K [66] /S /Span /Type /StructElem /ActualText (motivo que faz os clientes buscarem outras alternativas. Sendo assim, foi apontado ) /P 296 0 R /Pg 8 0 R >> endobj 302 0 obj << /K [67] /S /Span /Type /StructElem /ActualText (quantitativamente que 15% dos clientes mudaram por terem encontrado um produto melhor, ) /P 296 0 R /Pg 8 0 R >> endobj 303 0 obj << /K [68] /S /Span /Type /StructElem /ActualText (outros 15% mudaram por terem encontr) /P 296 0 R /Pg 8 0 R >> endobj 304 0 obj << /K [69] /S /Span /Type /StructElem /ActualText (ado um produto mais barato, constatou) /P 296 0 R /Pg 8 0 R >> endobj 305 0 obj << /K [70] /S /Span /Type /StructElem /ActualText (-) /P 296 0 R /Pg 8 0 R >> endobj 306 0 obj << /K [71] /S /Span /Type /StructElem /ActualText /P 296 0 R /Pg 8 0 R >> endobj 307 0 obj << /K [72] /S /Span /Type /StructElem /ActualText /P 296 0 R /Pg 8 0 R >> endobj 308 0 obj << /K [73] /S /Span /Type /StructElem /ActualText /P 296 0 R /Pg 8 0 R >> endobj 296 0 obj << /K [297 0 R 298 0 R 299 0 R 300 0 R 301 0 R 302 0 R 303 0 R 304 0 R 305 0 R 306 0 R 307 0 R 308 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 310 0 obj << /K [0] /S /Span /Type /StructElem /ActualText (com o atendimento de baixa qu) /P 309 0 R /Pg 9 0 R >> endobj 311 0 obj << /K [1] /S /Span /Type /StructElem /ActualText (alidade, teremos 69% dos clientes que abandonaram uma ) /P 309 0 R /Pg 9 0 R >> endobj 312 0 obj << /K [2] /S /Span /Type /StructElem /ActualText /P 309 0 R /Pg 9 0 R >> endobj 313 0 obj << /K [3] /S /Span /Type /StructElem /ActualText ( ) /P 309 0 R /Pg 9 0 R >> endobj 309 0 obj << /K [310 0 R 311 0 R 312 0 R 313 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 315 0 obj << /K [4] /S /Span /Type /StructElem /ActualText /P 314 0 R /Pg 9 0 R >> endobj 316 0 obj << /K [5] /S /Span /Type /StructElem /ActualText (prazer ou de desapontamento, re) /P 314 0 R /Pg 9 0 R >> endobj 317 0 obj << /K [6] /S /Span /Type /StructElem /ActualText /P 314 0 R /Pg 9 0 R >> endobj 318 0 obj << /K [7] /S /Span /Type /StructElem /ActualText /P 314 0 R /Pg 9 0 R >> endobj 319 0 obj << /K [8] /S /Span /Type /StructElem /ActualText /P 314 0 R /Pg 9 0 R >> endobj 320 0 obj << /K [9] /S /Span /Type /StructElem /ActualText /P 314 0 R /Pg 9 0 R >> endobj 321 0 obj << /K [10] /S /Span /Type /StructElem /ActualText /P 314 0 R /Pg 9 0 R >> endobj 322 0 obj << /K [11] /S /Span /Type /StructElem /ActualText /P 314 0 R /Pg 9 0 R >> endobj 323 0 obj << /K [12] /S /Span /Type /StructElem /ActualText (anteriormente \(MOUTELLA, 2004\).) /P 314 0 R /Pg 9 0 R >> endobj 324 0 obj << /K [13] /S /Span /Type /StructElem /ActualText ( ) /P 314 0 R /Pg 9 0 R >> endobj 314 0 obj << /K [315 0 R 316 0 R 317 0 R 318 0 R 319 0 R 320 0 R 321 0 R 322 0 R 323 0 R 324 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 326 0 obj << /K [14] /S /Span /Type /StructElem /ActualText (Kotler \(2000, p. 70\) descreve o perfil do cliente altamente satisfei) /P 325 0 R /Pg 9 0 R >> endobj 327 0 obj << /K [15] /S /Span /Type /StructElem /ActualText (to, atribuindo a ele os ) /P 325 0 R /Pg 9 0 R >> endobj 328 0 obj << /K [16] /S /Span /Type /StructElem /ActualText (seguintes aspectos: ) /P 325 0 R /Pg 9 0 R >> endobj 329 0 obj << /K [17] /S /Span /Type /StructElem /ActualText ( ) /P 325 0 R /Pg 9 0 R >> endobj 325 0 obj << /K [326 0 R 327 0 R 328 0 R 329 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 333 0 obj << /K [18] /S /Span /Type /StructElem /P 332 0 R /Pg 9 0 R >> endobj 334 0 obj << /K [19] /S /Span /Type /StructElem /ActualText (permanece fiel por mais tempo; ) /P 332 0 R /Pg 9 0 R >> endobj 335 0 obj << /K [20] /S /Span /Type /StructElem /ActualText ( ) /P 332 0 R /Pg 9 0 R >> endobj 332 0 obj << /K [333 0 R 334 0 R 335 0 R] /S /LBody /Type /StructElem /P 331 0 R >> endobj 331 0 obj << /K [332 0 R] /S /LI /Type /StructElem /P 330 0 R >> endobj 338 0 obj << /K [21] /S /Span /Type /StructElem /P 337 0 R /Pg 9 0 R >> endobj 339 0 obj << /K [22] /S /Span /Type /StructElem /ActualText /P 337 0 R /Pg 9 0 R >> endobj 340 0 obj << /K [23] /S /Span /Type /StructElem /ActualText (existentes; ) /P 337 0 R /Pg 9 0 R >> endobj 341 0 obj << /K [24] /S /Span /Type /StructElem /ActualText ( ) /P 337 0 R /Pg 9 0 R >> endobj 337 0 obj << /K [338 0 R 339 0 R 340 0 R 341 0 R] /S /LBody /Type /StructElem /P 336 0 R >> endobj 336 0 obj << /K [337 0 R] /S /LI /Type /StructElem /P 330 0 R >> endobj 344 0 obj << /K [25] /S /Span /Type /StructElem /P 343 0 R /Pg 9 0 R >> endobj 345 0 obj << /K [26] /S /Span /Type /StructElem /ActualText (fala favoravelmente da empresa e de seus produtos; ) /P 343 0 R /Pg 9 0 R >> endobj 346 0 obj << /K [27] /S /Span /Type /StructElem /ActualText ( ) /P 343 0 R /Pg 9 0 R >> endobj 343 0 obj << /K [344 0 R 345 0 R 346 0 R] /S /LBody /Type /StructElem /P 342 0 R >> endobj 342 0 obj << /K [343 0 R] /S /LI /Type /StructElem /P 330 0 R >> endobj 349 0 obj << /K [28] /S /Span /Type /StructElem /P 348 0 R /Pg 9 0 R >> endobj 350 0 obj << /K [29] /S /Span /Type /StructElem /ActualText /P 348 0 R /Pg 9 0 R >> endobj 351 0 obj << /K [30] /S /Span /Type /StructElem /ActualText /P 348 0 R /Pg 9 0 R >> endobj 352 0 obj << /K [31] /S /Span /Type /StructElem /ActualText ( ) /P 348 0 R /Pg 9 0 R >> endobj 348 0 obj << /K [349 0 R 350 0 R 351 0 R 352 0 R] /S /LBody /Type /StructElem /P 347 0 R >> endobj 347 0 obj << /K [348 0 R] /S /LI /Type /StructElem /P 330 0 R >> endobj 355 0 obj << /K [32] /S /Span /Type /StructElem /P 354 0 R /Pg 9 0 R >> endobj 356 0 obj << /K [33] /S /Span /Type /StructElem /ActualText /P 354 0 R /Pg 9 0 R >> endobj 357 0 obj << /K [34] /S /Span /Type /StructElem /ActualText ( ) /P 354 0 R /Pg 9 0 R >> endobj 354 0 obj << /K [355 0 R 356 0 R 357 0 R] /S /LBody /Type /StructElem /P 353 0 R >> endobj 353 0 obj << /K [354 0 R] /S /LI /Type /StructElem /P 330 0 R >> endobj 360 0 obj << /K [35] /S /Span /Type /StructElem /P 359 0 R /Pg 9 0 R >> endobj 361 0 obj << /K [36] /S /Span /Type /StructElem /ActualText /P 359 0 R /Pg 9 0 R >> endobj 362 0 obj << /K [37] /S /Span /Type /StructElem /ActualText (rotinizadas.) /P 359 0 R /Pg 9 0 R >> endobj 363 0 obj << /K [38] /S /Span /Type /StructElem /ActualText ( ) /P 359 0 R /Pg 9 0 R >> endobj 359 0 obj << /K [360 0 R 361 0 R 362 0 R 363 0 R] /S /LBody /Type /StructElem /P 358 0 R >> endobj 358 0 obj << /K [359 0 R] /S /LI /Type /StructElem /P 330 0 R >> endobj 330 0 obj << /K [331 0 R 336 0 R 342 0 R 347 0 R 353 0 R 358 0 R] /S /L /Type /StructElem /P 96 0 R >> endobj 365 0 obj << /K [39] /S /Span /Type /StructElem /ActualText /P 364 0 R /Pg 9 0 R >> endobj 366 0 obj << /K [40] /S /Span /Type /StructElem /ActualText /P 364 0 R /Pg 9 0 R >> endobj 367 0 obj << /K [41] /S /Span /Type /StructElem /ActualText /P 364 0 R /Pg 9 0 R >> endobj 368 0 obj << /K [42] /S /Span /Type /StructElem /ActualText /P 364 0 R /Pg 9 0 R >> endobj 369 0 obj << /K [43] /S /Span /Type /StructElem /ActualText (para conquistar novos consumidores. Es) /P 364 0 R /Pg 9 0 R >> endobj 370 0 obj << /K [44] /S /Span /Type /StructElem /ActualText /P 364 0 R /Pg 9 0 R >> endobj 371 0 obj << /K [45] /S /Span /Type /StructElem /ActualText (abaixo: ) /P 364 0 R /Pg 9 0 R >> endobj 372 0 obj << /K [46] /S /Span /Type /StructElem /ActualText ( ) /P 364 0 R /Pg 9 0 R >> endobj 364 0 obj << /K [365 0 R 366 0 R 367 0 R 368 0 R 369 0 R 370 0 R 371 0 R 372 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 374 0 obj << /K [48] /S /Span /Type /StructElem /ActualText ( ) /P 373 0 R /Pg 9 0 R >> endobj 375 0 obj << /K [47] /S /InlineShape /Alt <> /Type /StructElem /P 373 0 R /Pg 9 0 R >> endobj 373 0 obj << /K [374 0 R 375 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 377 0 obj << /K [49] /S /Span /Type /StructElem /ActualText (Figura 1) /P 376 0 R /Pg 9 0 R >> endobj 378 0 obj << /K [50] /S /Span /Type /StructElem /ActualText (-) /P 376 0 R /Pg 9 0 R >> endobj 379 0 obj << /K [51] /S /Span /Type /StructElem /ActualText ( ) /P 376 0 R /Pg 9 0 R >> endobj 380 0 obj << /K [52] /S /Span /Type /StructElem /ActualText /P 376 0 R /Pg 9 0 R >> endobj 381 0 obj << /K [53] /S /Span /Type /StructElem /ActualText ( ) /P 376 0 R /Pg 9 0 R >> endobj 376 0 obj << /K [377 0 R 378 0 R 379 0 R 380 0 R 381 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 383 0 obj << /K [54] /S /Span /Type /StructElem /ActualText (Fonte: Palladini \(2002\) adaptado de Anderson e Fornell \(1999\)) /P 382 0 R /Pg 9 0 R >> endobj 384 0 obj << /K [55] /S /Span /Type /StructElem /ActualText ( ) /P 382 0 R /Pg 9 0 R >> endobj 382 0 obj << /K [383 0 R 384 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 386 0 obj << /K [0] /S /Span /Type /StructElem /ActualText ( ) /P 385 0 R /Pg 10 0 R >> endobj 385 0 obj << /K [386 0 R] /S /H1 /Type /StructElem /P 96 0 R >> endobj 388 0 obj << /K [1] /S /Span /Type /StructElem /ActualText /P 387 0 R /Pg 10 0 R >> endobj 389 0 obj << /K [2] /S /Span /Type /StructElem /ActualText ( ) /P 387 0 R /Pg 10 0 R >> endobj 387 0 obj << /K [388 0 R 389 0 R] /S /H1 /Type /StructElem /P 96 0 R >> endobj 391 0 obj << /K [3] /S /Span /Type /StructElem /ActualText (Por muito tempo o uso do term) /P 390 0 R /Pg 10 0 R >> endobj 392 0 obj << /K [4] /S /Span /Type /StructElem /ActualText /P 390 0 R /Pg 10 0 R >> endobj 393 0 obj << /K [5] /S /Span /Type /StructElem /ActualText /P 390 0 R /Pg 10 0 R >> endobj 394 0 obj << /K [6] /S /Span /Type /StructElem /ActualText /P 390 0 R /Pg 10 0 R >> endobj 395 0 obj << /K [7] /S /Span /Type /StructElem /ActualText (avaliar a) /P 390 0 R /Pg 10 0 R >> endobj 396 0 obj << /K [8] /S /Span /Type /StructElem /ActualText ( ) /P 390 0 R /Pg 10 0 R >> endobj 397 0 obj << /K [9] /S /Span /Type /StructElem /ActualText (quali) /P 390 0 R /Pg 10 0 R >> endobj 398 0 obj << /K [10] /S /Span /Type /StructElem /ActualText (dade desse setor \() /P 390 0 R /Pg 10 0 R >> endobj 399 0 obj << /K [11] /S /Span /Type /StructElem /ActualText /P 390 0 R /Pg 10 0 R >> endobj 400 0 obj << /K [12] /S /Span /Type /StructElem /ActualText (JUNIOR, ) /P 390 0 R /Pg 10 0 R >> endobj 401 0 obj << /K [13] /S /Span /Type /StructElem /ActualText (LIRA) /P 390 0 R /Pg 10 0 R >> endobj 402 0 obj << /K [14] /S /Span /Type /StructElem /ActualText (,) /P 390 0 R /Pg 10 0 R >> endobj 403 0 obj << /K [15] /S /Span /Type /StructElem /ActualText ( ) /P 390 0 R /Pg 10 0 R >> endobj 404 0 obj << /K [16] /S /Span /Type /StructElem /ActualText /P 390 0 R /Pg 10 0 R >> endobj 405 0 obj << /K [17] /S /Span /Type /StructElem /ActualText ( ) /P 390 0 R /Pg 10 0 R >> endobj 390 0 obj << /K [391 0 R 392 0 R 393 0 R 394 0 R 395 0 R 396 0 R 397 0 R 398 0 R 399 0 R 400 0 R 401 0 R 402 0 R 403 0 R 404 0 R 405 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 407 0 obj << /K [18] /S /Span /Type /StructElem /ActualText (Dessa forma pode) /P 406 0 R /Pg 10 0 R >> endobj 408 0 obj << /K [19] /S /Span /Type /StructElem /ActualText (-) /P 406 0 R /Pg 10 0 R >> endobj 409 0 obj << /K [20] /S /Span /Type /StructElem /ActualText /P 406 0 R /Pg 10 0 R >> endobj 410 0 obj << /K [21] /S /Span /Type /StructElem /ActualText (sobrevivam e se mantenham competitivas no mercado cada vez mais globalizado. ) /P 406 0 R /Pg 10 0 R >> endobj 411 0 obj << /K [22] /S /Span /Type /StructElem /ActualText (A) /P 406 0 R /Pg 10 0 R >> endobj 412 0 obj << /K [23] /S /Span /Type /StructElem /ActualText ( ) /P 406 0 R /Pg 10 0 R >> endobj 413 0 obj << /K [24] /S /Span /Type /StructElem /ActualText (busca da ) /P 406 0 R /Pg 10 0 R >> endobj 414 0 obj << /K [25] /S /Span /Type /StructElem /ActualText (qualidade total, ) /P 406 0 R /Pg 10 0 R >> endobj 415 0 obj << /K [26] /S /Span /Type /StructElem /ActualText /P 406 0 R /Pg 10 0 R >> endobj 416 0 obj << /K [27] /S /Span /Type /StructElem /ActualText /P 406 0 R /Pg 10 0 R >> endobj 417 0 obj << /K [28] /S /Span /Type /StructElem /ActualText /P 406 0 R /Pg 10 0 R >> endobj 418 0 obj << /K [29] /S /Span /Type /StructElem /ActualText (nternacional na sociedade atual) /P 406 0 R /Pg 10 0 R >> endobj 419 0 obj << /K [30] /S /Span /Type /StructElem /ActualText ( ) /P 406 0 R /Pg 10 0 R >> endobj 420 0 obj << /K [31] /S /Span /Type /StructElem /ActualText (\(BELLUZZO; ) /P 406 0 R /Pg 10 0 R >> endobj 421 0 obj << /K [32] /S /Span /Type /StructElem /ActualText (MACEDO, 1993\)) /P 406 0 R /Pg 10 0 R >> endobj 422 0 obj << /K [33] /S /Span /Type /StructElem /ActualText (.) /P 406 0 R /Pg 10 0 R >> endobj 423 0 obj << /K [34] /S /Span /Type /StructElem /ActualText ( ) /P 406 0 R /Pg 10 0 R >> endobj 406 0 obj << /K [407 0 R 408 0 R 409 0 R 410 0 R 411 0 R 412 0 R 413 0 R 414 0 R 415 0 R 416 0 R 417 0 R 418 0 R 419 0 R 420 0 R 421 0 R 422 0 R 423 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 425 0 obj << /K [35] /S /Span /Type /StructElem /ActualText /P 424 0 R /Pg 10 0 R >> endobj 426 0 obj << /K [36] /S /Span /Type /StructElem /ActualText /P 424 0 R /Pg 10 0 R >> endobj 427 0 obj << /K [37] /S /Span /Type /StructElem /ActualText (CASAS, 2008\):) /P 424 0 R /Pg 10 0 R >> endobj 428 0 obj << /K [38] /S /Span /Type /StructElem /ActualText ( ) /P 424 0 R /Pg 10 0 R >> endobj 424 0 obj << /K [425 0 R 426 0 R 427 0 R 428 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 432 0 obj << /K [39] /S /Span /Type /StructElem /P 431 0 R /Pg 10 0 R >> endobj 433 0 obj << /K [40] /S /Span /Type /StructElem /ActualText /P 431 0 R /Pg 10 0 R >> endobj 434 0 obj << /K [41] /S /Span /Type /StructElem /ActualText /P 431 0 R /Pg 10 0 R >> endobj 435 0 obj << /K [42] /S /Span /Type /StructElem /ActualText ( ) /P 431 0 R /Pg 10 0 R >> endobj 431 0 obj << /K [432 0 R 433 0 R 434 0 R 435 0 R] /S /LBody /Type /StructElem /P 430 0 R >> endobj 430 0 obj << /K [431 0 R] /S /LI /Type /StructElem /P 429 0 R >> endobj 438 0 obj << /K [43] /S /Span /Type /StructElem /P 437 0 R /Pg 10 0 R >> endobj 439 0 obj << /K [44] /S /Span /Type /StructElem /ActualText /P 437 0 R /Pg 10 0 R >> endobj 440 0 obj << /K [45] /S /Span /Type /StructElem /ActualText ( ) /P 437 0 R /Pg 10 0 R >> endobj 437 0 obj << /K [438 0 R 439 0 R 440 0 R] /S /LBody /Type /StructElem /P 436 0 R >> endobj 436 0 obj << /K [437 0 R] /S /LI /Type /StructElem /P 429 0 R >> endobj 443 0 obj << /K [46] /S /Span /Type /StructElem /P 442 0 R /Pg 10 0 R >> endobj 444 0 obj << /K [47] /S /Span /Type /StructElem /ActualText /P 442 0 R /Pg 10 0 R >> endobj 445 0 obj << /K [48] /S /Span /Type /StructElem /ActualText (executa. ) /P 442 0 R /Pg 10 0 R >> endobj 446 0 obj << /K [49] /S /Span /Type /StructElem /ActualText ( ) /P 442 0 R /Pg 10 0 R >> endobj 442 0 obj << /K [443 0 R 444 0 R 445 0 R 446 0 R] /S /LBody /Type /StructElem /P 441 0 R >> endobj 441 0 obj << /K [442 0 R] /S /LI /Type /StructElem /P 429 0 R >> endobj 449 0 obj << /K [50] /S /Span /Type /StructElem /P 448 0 R /Pg 10 0 R >> endobj 450 0 obj << /K [51] /S /Span /Type /StructElem /ActualText /P 448 0 R /Pg 10 0 R >> endobj 451 0 obj << /K [52] /S /Span /Type /StructElem /ActualText ( ) /P 448 0 R /Pg 10 0 R >> endobj 448 0 obj << /K [449 0 R 450 0 R 451 0 R] /S /LBody /Type /StructElem /P 447 0 R >> endobj 447 0 obj << /K [448 0 R] /S /LI /Type /StructElem /P 429 0 R >> endobj 429 0 obj << /K [430 0 R 436 0 R 441 0 R 447 0 R] /S /L /Type /StructElem /P 96 0 R >> endobj 453 0 obj << /K [53] /S /Span /Type /StructElem /ActualText (Com) /P 452 0 R /Pg 10 0 R >> endobj 454 0 obj << /K [54] /S /Span /Type /StructElem /ActualText ( ) /P 452 0 R /Pg 10 0 R >> endobj 455 0 obj << /K [55] /S /Span /Type /StructElem /ActualText /P 452 0 R /Pg 10 0 R >> endobj 456 0 obj << /K [56] /S /Span /Type /StructElem /ActualText /P 452 0 R /Pg 10 0 R >> endobj 457 0 obj << /K [57] /S /Span /Type /StructElem /ActualText ( ) /P 452 0 R /Pg 10 0 R >> endobj 452 0 obj << /K [453 0 R 454 0 R 455 0 R 456 0 R 457 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 462 0 obj << /K [58] /S /Span /Type /StructElem /P 461 0 R /Pg 10 0 R >> endobj 463 0 obj << /K [59] /S /Span /Type /StructElem /ActualText (Todos os contatos do cliente com a empresa devem ser levados em conta quando se ) /P 461 0 R /Pg 10 0 R >> endobj 464 0 obj << /K [60] /S /Span /Type /StructElem /ActualText /P 461 0 R /Pg 10 0 R >> endobj 465 0 obj << /K [61] /S /Span /Type /StructElem /ActualText /P 461 0 R /Pg 10 0 R >> endobj 466 0 obj << /K [62] /S /Span /Type /StructElem /ActualText ( ) /P 461 0 R /Pg 10 0 R >> endobj 467 0 obj << /K [63] /S /Span /Type /StructElem /ActualText /P 461 0 R /Pg 10 0 R >> endobj 468 0 obj << /K [64] /S /Span /Type /StructElem /ActualText (a.) /P 461 0 R /Pg 10 0 R >> endobj 469 0 obj << /K [65] /S /Span /Type /StructElem /ActualText ( ) /P 461 0 R /Pg 10 0 R >> endobj 461 0 obj << /K [462 0 R 463 0 R 464 0 R 465 0 R 466 0 R 467 0 R 468 0 R 469 0 R] /S /LBody /Type /StructElem /P 460 0 R >> endobj 460 0 obj << /K [461 0 R] /S /LI /Type /StructElem /P 459 0 R >> endobj 472 0 obj << /K [66] /S /Span /Type /StructElem /P 471 0 R /Pg 10 0 R >> endobj 473 0 obj << /K [67] /S /Span /Type /StructElem /ActualText /P 471 0 R /Pg 10 0 R >> endobj 474 0 obj << /K [68] /S /Span /Type /StructElem /ActualText /P 471 0 R /Pg 10 0 R >> endobj 475 0 obj << /K [69] /S /Span /Type /StructElem /ActualText (honesta aos olhos do cliente.) /P 471 0 R /Pg 10 0 R >> endobj 476 0 obj << /K [70] /S /Span /Type /StructElem /ActualText ( ) /P 471 0 R /Pg 10 0 R >> endobj 471 0 obj << /K [472 0 R 473 0 R 474 0 R 475 0 R 476 0 R] /S /LBody /Type /StructElem /P 470 0 R >> endobj 470 0 obj << /K [471 0 R] /S /LI /Type /StructElem /P 459 0 R >> endobj 479 0 obj << /K [71] /S /Span /Type /StructElem /P 478 0 R /Pg 10 0 R >> endobj 480 0 obj << /K [72] /S /Span /Type /StructElem /ActualText /P 478 0 R /Pg 10 0 R >> endobj 481 0 obj << /K [73] /S /Span /Type /StructElem /ActualText (do a autora, o ) /P 478 0 R /Pg 10 0 R >> endobj 482 0 obj << /K [74] /S /Span /Type /StructElem /ActualText /P 478 0 R /Pg 10 0 R >> endobj 483 0 obj << /K [75] /S /Span /Type /StructElem /ActualText /P 478 0 R /Pg 10 0 R >> endobj 484 0 obj << /K [76] /S /Span /Type /StructElem /ActualText /P 478 0 R /Pg 10 0 R >> endobj 485 0 obj << /K [77] /S /Span /Type /StructElem /ActualText (refor) /P 478 0 R /Pg 10 0 R >> endobj 486 0 obj << /K [78] /S /Span /Type /StructElem /ActualText /P 478 0 R /Pg 10 0 R >> endobj 487 0 obj << /K [79] /S /Span /Type /StructElem /ActualText ( ) /P 478 0 R /Pg 10 0 R >> endobj 478 0 obj << /K [479 0 R 480 0 R 481 0 R 482 0 R 483 0 R 484 0 R 485 0 R 486 0 R 487 0 R] /S /LBody /Type /StructElem /P 477 0 R >> endobj 477 0 obj << /K [478 0 R] /S /LI /Type /StructElem /P 459 0 R >> endobj 490 0 obj << /K [80] /S /Span /Type /StructElem /P 489 0 R /Pg 10 0 R >> endobj 491 0 obj << /K [81] /S /Span /Type /StructElem /ActualText /P 489 0 R /Pg 10 0 R >> endobj 492 0 obj << /K [82] /S /Span /Type /StructElem /ActualText (dos produtos que, quando fabricados com algum defeito, podem ser consertados ou ) /P 489 0 R /Pg 10 0 R >> endobj 493 0 obj << /K [83] /S /Span /Type /StructElem /ActualText (jogados no lixo antes de chegarem ao consumidor.) /P 489 0 R /Pg 10 0 R >> endobj 494 0 obj << /K [84] /S /Span /Type /StructElem /ActualText ( ) /P 489 0 R /Pg 10 0 R >> endobj 489 0 obj << /K [490 0 R 491 0 R 492 0 R 493 0 R 494 0 R] /S /LBody /Type /StructElem /P 488 0 R >> endobj 488 0 obj << /K [489 0 R] /S /LI /Type /StructElem /P 459 0 R >> endobj 459 0 obj << /K [460 0 R 470 0 R 477 0 R 488 0 R] /S /L /Type /StructElem /P 458 0 R >> endobj 458 0 obj << /K [459 0 R] /S /L /Type /StructElem /P 96 0 R >> endobj 496 0 obj << /K [85] /S /Span /Type /StructElem /ActualText (Se) /P 495 0 R /Pg 10 0 R >> endobj 497 0 obj << /K [86] /S /Span /Type /StructElem /ActualText /P 495 0 R /Pg 10 0 R >> endobj 498 0 obj << /K [87] /S /Span /Type /StructElem /ActualText /P 495 0 R /Pg 10 0 R >> endobj 499 0 obj << /K [88] /S /Span /Type /StructElem /ActualText /P 495 0 R /Pg 10 0 R >> endobj 500 0 obj << /K [89] /S /Span /Type /StructElem /ActualText /P 495 0 R /Pg 10 0 R >> endobj 501 0 obj << /K [90] /S /Span /Type /StructElem /ActualText /P 495 0 R /Pg 10 0 R >> endobj 502 0 obj << /K [91] /S /Span /Type /StructElem /ActualText ( ) /P 495 0 R /Pg 10 0 R >> endobj 495 0 obj << /K [496 0 R 497 0 R 498 0 R 499 0 R 500 0 R 501 0 R 502 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 504 0 obj << /K [92] /S /Span /Type /StructElem /ActualText /P 503 0 R /Pg 10 0 R >> endobj 505 0 obj << /K [93] /S /Span /Type /StructElem /ActualText /P 503 0 R /Pg 10 0 R >> endobj 506 0 obj << /K [94] /S /Span /Type /StructElem /ActualText ( ) /P 503 0 R /Pg 10 0 R >> endobj 503 0 obj << /K [504 0 R 505 0 R 506 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 510 0 obj << /K [95] /S /Span /Type /StructElem /P 509 0 R /Pg 10 0 R >> endobj 511 0 obj << /K [96] /S /Span /Type /StructElem /ActualText /P 509 0 R /Pg 10 0 R >> endobj 512 0 obj << /K [97] /S /Span /Type /StructElem /ActualText /P 509 0 R /Pg 10 0 R >> endobj 513 0 obj << /K [98] /S /Span /Type /StructElem /ActualText (pectativas.) /P 509 0 R /Pg 10 0 R >> endobj 514 0 obj << /K [99] /S /Span /Type /StructElem /ActualText ( ) /P 509 0 R /Pg 10 0 R >> endobj 509 0 obj << /K [510 0 R 511 0 R 512 0 R 513 0 R 514 0 R] /S /LBody /Type /StructElem /P 508 0 R >> endobj 508 0 obj << /K [509 0 R] /S /LI /Type /StructElem /P 507 0 R >> endobj 517 0 obj << /K [100] /S /Span /Type /StructElem /P 516 0 R /Pg 10 0 R >> endobj 518 0 obj << /K [101] /S /Span /Type /StructElem /ActualText /P 516 0 R /Pg 10 0 R >> endobj 519 0 obj << /K [102] /S /Span /Type /StructElem /ActualText (presente em todos os departamentos e em todas as atividades.) /P 516 0 R /Pg 10 0 R >> endobj 520 0 obj << /K [103] /S /Span /Type /StructElem /ActualText ( ) /P 516 0 R /Pg 10 0 R >> endobj 516 0 obj << /K [517 0 R 518 0 R 519 0 R 520 0 R] /S /LBody /Type /StructElem /P 515 0 R >> endobj 515 0 obj << /K [516 0 R] /S /LI /Type /StructElem /P 507 0 R >> endobj 507 0 obj << /K [508 0 R 515 0 R] /S /L /Type /StructElem /P 96 0 R >> endobj 524 0 obj << /K [0] /S /Span /Type /StructElem /P 523 0 R /Pg 11 0 R >> endobj 525 0 obj << /K [1] /S /Span /Type /StructElem /ActualText /P 523 0 R /Pg 11 0 R >> endobj 526 0 obj << /K [2] /S /Span /Type /StructElem /ActualText (A qualidade precisa ser pensada, produzida e compartilhada por ) /P 523 0 R /Pg 11 0 R >> endobj 527 0 obj << /K [3] /S /Span /Type /StructElem /ActualText /P 523 0 R /Pg 11 0 R >> endobj 528 0 obj << /K [4] /S /Span /Type /StructElem /ActualText /P 523 0 R /Pg 11 0 R >> endobj 529 0 obj << /K [5] /S /Span /Type /StructElem /ActualText ( ) /P 523 0 R /Pg 11 0 R >> endobj 523 0 obj << /K [524 0 R 525 0 R 526 0 R 527 0 R 528 0 R 529 0 R] /S /LBody /Type /StructElem /P 522 0 R >> endobj 522 0 obj << /K [523 0 R] /S /LI /Type /StructElem /P 521 0 R >> endobj 521 0 obj << /K [522 0 R] /S /L /Type /StructElem /P 96 0 R >> endobj 531 0 obj << /K [6] /S /Span /Type /StructElem /ActualText /P 530 0 R /Pg 11 0 R >> endobj 532 0 obj << /K [7] /S /Span /Type /StructElem /ActualText /P 530 0 R /Pg 11 0 R >> endobj 533 0 obj << /K [8] /S /Span /Type /StructElem /ActualText (por causa da natu) /P 530 0 R /Pg 11 0 R >> endobj 534 0 obj << /K [9] /S /Span /Type /StructElem /ActualText /P 530 0 R /Pg 11 0 R >> endobj 535 0 obj << /K [10] /S /Span /Type /StructElem /ActualText /P 530 0 R /Pg 11 0 R >> endobj 536 0 obj << /K [11] /S /Span /Type /StructElem /ActualText /P 530 0 R /Pg 11 0 R >> endobj 537 0 obj << /K [12] /S /Span /Type /StructElem /ActualText (todo,) /P 530 0 R /Pg 11 0 R >> endobj 538 0 obj << /K [13] /S /Span /Type /StructElem /ActualText ( ) /P 530 0 R /Pg 11 0 R >> endobj 539 0 obj << /K [14] /S /Span /Type /StructElem /ActualText /P 530 0 R /Pg 11 0 R >> endobj 540 0 obj << /K [15] /S /Span /Type /StructElem /ActualText /P 530 0 R /Pg 11 0 R >> endobj 541 0 obj << /K [16] /S /Span /Type /StructElem /ActualText /P 530 0 R /Pg 11 0 R >> endobj 542 0 obj << /K [17] /S /Span /Type /StructElem /ActualText (\).) /P 530 0 R /Pg 11 0 R >> endobj 543 0 obj << /K [18] /S /Span /Type /StructElem /ActualText ( ) /P 530 0 R /Pg 11 0 R >> endobj 530 0 obj << /K [531 0 R 532 0 R 533 0 R 534 0 R 535 0 R 536 0 R 537 0 R 538 0 R 539 0 R 540 0 R 541 0 R 542 0 R 543 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 545 0 obj << /K [19] /S /Span /Type /StructElem /ActualText /P 544 0 R /Pg 11 0 R >> endobj 546 0 obj << /K [20] /S /Span /Type /StructElem /ActualText /P 544 0 R /Pg 11 0 R >> endobj 547 0 obj << /K [21] /S /Span /Type /StructElem /ActualText /P 544 0 R /Pg 11 0 R >> endobj 548 0 obj << /K [22] /S /Span /Type /StructElem /ActualText /P 544 0 R /Pg 11 0 R >> endobj 549 0 obj << /K [23] /S /Span /Type /StructElem /ActualText /P 544 0 R /Pg 11 0 R >> endobj 550 0 obj << /K [24] /S /Span /Type /StructElem /ActualText /P 544 0 R /Pg 11 0 R >> endobj 551 0 obj << /K [25] /S /Span /Type /StructElem /ActualText /P 544 0 R /Pg 11 0 R >> endobj 552 0 obj << /K [26] /S /Span /Type /StructElem /ActualText /P 544 0 R /Pg 11 0 R >> endobj 553 0 obj << /K [27] /S /Span /Type /StructElem /ActualText /P 544 0 R /Pg 11 0 R >> endobj 554 0 obj << /K [28] /S /Span /Type /StructElem /ActualText ( ) /P 544 0 R /Pg 11 0 R >> endobj 544 0 obj << /K [545 0 R 546 0 R 547 0 R 548 0 R 549 0 R 550 0 R 551 0 R 552 0 R 553 0 R 554 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 556 0 obj << /K [29] /S /Span /Type /StructElem /ActualText /P 555 0 R /Pg 11 0 R >> endobj 557 0 obj << /K [30] /S /Span /Type /StructElem /ActualText /P 555 0 R /Pg 11 0 R >> endobj 558 0 obj << /K [31] /S /Span /Type /StructElem /ActualText ( ) /P 555 0 R /Pg 11 0 R >> endobj 559 0 obj << /K [32] /S /Span /Type /StructElem /ActualText <28> /P 555 0 R /Pg 11 0 R >> endobj 560 0 obj << /K [33] /S /Span /Type /StructElem /ActualText (2012, p. 133\):) /P 555 0 R /Pg 11 0 R >> endobj 561 0 obj << /K [34] /S /Span /Type /StructElem /ActualText ( ) /P 555 0 R /Pg 11 0 R >> endobj 555 0 obj << /K [556 0 R 557 0 R 558 0 R 559 0 R 560 0 R 561 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 565 0 obj << /K [35] /S /Span /Type /StructElem /P 564 0 R /Pg 11 0 R >> endobj 566 0 obj << /K [36] /S /Span /Type /StructElem /ActualText ( ) /P 564 0 R /Pg 11 0 R >> endobj 567 0 obj << /K [37] /S /Span /Type /StructElem /ActualText /P 564 0 R /Pg 11 0 R >> endobj 568 0 obj << /K [38] /S /Span /Type /StructElem /ActualText ( ) /P 564 0 R /Pg 11 0 R >> endobj 564 0 obj << /K [565 0 R 566 0 R 567 0 R 568 0 R] /S /LBody /Type /StructElem /P 563 0 R >> endobj 563 0 obj << /K [564 0 R] /S /LI /Type /StructElem /P 562 0 R >> endobj 571 0 obj << /K [39] /S /Span /Type /StructElem /P 570 0 R /Pg 11 0 R >> endobj 572 0 obj << /K [40] /S /Span /Type /StructElem /ActualText /P 570 0 R /Pg 11 0 R >> endobj 573 0 obj << /K [41] /S /Span /Type /StructElem /ActualText ( ) /P 570 0 R /Pg 11 0 R >> endobj 574 0 obj << /K [42] /S /Span /Type /StructElem /ActualText (que contribuem com o desenvolvimento social;) /P 570 0 R /Pg 11 0 R >> endobj 575 0 obj << /K [43] /S /Span /Type /StructElem /ActualText ( ) /P 570 0 R /Pg 11 0 R >> endobj 570 0 obj << /K [571 0 R 572 0 R 573 0 R 574 0 R 575 0 R] /S /LBody /Type /StructElem /P 569 0 R >> endobj 569 0 obj << /K [570 0 R] /S /LI /Type /StructElem /P 562 0 R >> endobj 578 0 obj << /K [44] /S /Span /Type /StructElem /P 577 0 R /Pg 11 0 R >> endobj 579 0 obj << /K [45] /S /Span /Type /StructElem /ActualText /P 577 0 R /Pg 11 0 R >> endobj 580 0 obj << /K [46] /S /Span /Type /StructElem /ActualText /P 577 0 R /Pg 11 0 R >> endobj 581 0 obj << /K [47] /S /Span /Type /StructElem /ActualText ( ) /P 577 0 R /Pg 11 0 R >> endobj 577 0 obj << /K [578 0 R 579 0 R 580 0 R 581 0 R] /S /LBody /Type /StructElem /P 576 0 R >> endobj 576 0 obj << /K [577 0 R] /S /LI /Type /StructElem /P 562 0 R >> endobj 584 0 obj << /K [48] /S /Span /Type /StructElem /P 583 0 R /Pg 11 0 R >> endobj 585 0 obj << /K [49] /S /Span /Type /StructElem /ActualText /P 583 0 R /Pg 11 0 R >> endobj 586 0 obj << /K [50] /S /Span /Type /StructElem /ActualText ( ) /P 583 0 R /Pg 11 0 R >> endobj 587 0 obj << /K [51] /S /Span /Type /StructElem /ActualText /P 583 0 R /Pg 11 0 R >> endobj 588 0 obj << /K [52] /S /Span /Type /StructElem /ActualText /P 583 0 R /Pg 11 0 R >> endobj 589 0 obj << /K [53] /S /Span /Type /StructElem /ActualText ( ) /P 583 0 R /Pg 11 0 R >> endobj 583 0 obj << /K [584 0 R 585 0 R 586 0 R 587 0 R 588 0 R 589 0 R] /S /LBody /Type /StructElem /P 582 0 R >> endobj 582 0 obj << /K [583 0 R] /S /LI /Type /StructElem /P 562 0 R >> endobj 562 0 obj << /K [563 0 R 569 0 R 576 0 R 582 0 R] /S /L /Type /StructElem /P 96 0 R >> endobj 591 0 obj << /K [54] /S /Span /Type /StructElem /ActualText /P 590 0 R /Pg 11 0 R >> endobj 592 0 obj << /K [55] /S /Span /Type /StructElem /ActualText (ou produtos uma das primeiras medidas a serem t) /P 590 0 R /Pg 11 0 R >> endobj 593 0 obj << /K [56] /S /Span /Type /StructElem /ActualText /P 590 0 R /Pg 11 0 R >> endobj 594 0 obj << /K [57] /S /Span /Type /StructElem /ActualText /P 590 0 R /Pg 11 0 R >> endobj 595 0 obj << /K [58] /S /Span /Type /StructElem /ActualText /P 590 0 R /Pg 11 0 R >> endobj 596 0 obj << /K [59] /S /Span /Type /StructElem /ActualText /P 590 0 R /Pg 11 0 R >> endobj 597 0 obj << /K [60] /S /Span /Type /StructElem /ActualText ( ) /P 590 0 R /Pg 11 0 R >> endobj 590 0 obj << /K [591 0 R 592 0 R 593 0 R 594 0 R 595 0 R 596 0 R 597 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 599 0 obj << /K [61] /S /Span /Type /StructElem /ActualText ( ) /P 598 0 R /Pg 11 0 R >> endobj 598 0 obj << /K [599 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 601 0 obj << /K [62] /S /Span /Type /StructElem /ActualText (2.3 ) /P 600 0 R /Pg 11 0 R >> endobj 602 0 obj << /K [63] /S /Span /Type /StructElem /ActualText (Pesquisas de sa) /P 600 0 R /Pg 11 0 R >> endobj 603 0 obj << /K [64] /S /Span /Type /StructElem /ActualText /P 600 0 R /Pg 11 0 R >> endobj 604 0 obj << /K [65] /S /Span /Type /StructElem /ActualText ( ) /P 600 0 R /Pg 11 0 R >> endobj 600 0 obj << /K [601 0 R 602 0 R 603 0 R 604 0 R] /S /H1 /Type /StructElem /P 96 0 R >> endobj 606 0 obj << /K [66] /S /Span /Type /StructElem /ActualText /P 605 0 R /Pg 11 0 R >> endobj 607 0 obj << /K [67] /S /Span /Type /StructElem /ActualText /P 605 0 R /Pg 11 0 R >> endobj 608 0 obj << /K [68] /S /Span /Type /StructElem /ActualText /P 605 0 R /Pg 11 0 R >> endobj 609 0 obj << /K [69] /S /Span /Type /StructElem /ActualText (r do p) /P 605 0 R /Pg 11 0 R >> endobj 610 0 obj << /K [70] /S /Span /Type /StructElem /ActualText (onto de vista do cliente) /P 605 0 R /Pg 11 0 R >> endobj 611 0 obj << /K [71] /S /Span /Type /StructElem /ActualText (. O fato da ) /P 605 0 R /Pg 11 0 R >> endobj 612 0 obj << /K [72] /S /Span /Type /StructElem /ActualText /P 605 0 R /Pg 11 0 R >> endobj 613 0 obj << /K [73] /S /Span /Type /StructElem /ActualText /P 605 0 R /Pg 11 0 R >> endobj 614 0 obj << /K [74] /S /Span /Type /StructElem /ActualText (consumidor. ) /P 605 0 R /Pg 11 0 R >> endobj 615 0 obj << /K [75] /S /Span /Type /StructElem /ActualText /P 605 0 R /Pg 11 0 R >> endobj 616 0 obj << /K [76] /S /Span /Type /StructElem /ActualText ( ) /P 605 0 R /Pg 11 0 R >> endobj 617 0 obj << /K [77] /S /Span /Type /StructElem /ActualText (outros aspectos positivos que) /P 605 0 R /Pg 11 0 R >> endobj 618 0 obj << /K [78] /S /Span /Type /StructElem /ActualText ( ) /P 605 0 R /Pg 11 0 R >> endobj 619 0 obj << /K [79] /S /Span /Type /StructElem /ActualText /P 605 0 R /Pg 11 0 R >> endobj 620 0 obj << /K [80] /S /Span /Type /StructElem /ActualText /P 605 0 R /Pg 11 0 R >> endobj 621 0 obj << /K [81] /S /Span /Type /StructElem /ActualText /P 605 0 R /Pg 11 0 R >> endobj 622 0 obj << /K [82] /S /Span /Type /StructElem /ActualText /P 605 0 R /Pg 11 0 R >> endobj 623 0 obj << /K [83] /S /Span /Type /StructElem /ActualText (aior ) /P 605 0 R /Pg 11 0 R >> endobj 624 0 obj << /K [84] /S /Span /Type /StructElem /ActualText /P 605 0 R /Pg 11 0 R >> endobj 625 0 obj << /K [85] /S /Span /Type /StructElem /ActualText (SSI; SLONGO, 1998\)) /P 605 0 R /Pg 11 0 R >> endobj 626 0 obj << /K [86] /S /Span /Type /StructElem /ActualText ( ) /P 605 0 R /Pg 11 0 R >> endobj 605 0 obj << /K [606 0 R 607 0 R 608 0 R 609 0 R 610 0 R 611 0 R 612 0 R 613 0 R 614 0 R 615 0 R 616 0 R 617 0 R 618 0 R 619 0 R 620 0 R 621 0 R 622 0 R 623 0 R 624 0 R 625 0 R 626 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 628 0 obj << /K [87] /S /Span /Type /StructElem /ActualText /P 627 0 R /Pg 11 0 R >> endobj 629 0 obj << /K [88] /S /Span /Type /StructElem /ActualText /P 627 0 R /Pg 11 0 R >> endobj 630 0 obj << /K [89] /S /Span /Type /StructElem /ActualText /P 627 0 R /Pg 11 0 R >> endobj 631 0 obj << /K [90] /S /Span /Type /StructElem /ActualText ( ) /P 627 0 R /Pg 11 0 R >> endobj 632 0 obj << /K [91] /S /Span /Type /StructElem /ActualText (o cliente insatisfeito, antes que o perca ) /P 627 0 R /Pg 11 0 R >> endobj 633 0 obj << /K [92] /S /Span /Type /StructElem /ActualText /P 627 0 R /Pg 11 0 R >> endobj 634 0 obj << /K [93] /S /Span /Type /StructElem /ActualText (p. 54\), segundo o autor:) /P 627 0 R /Pg 11 0 R >> endobj 635 0 obj << /K [94] /S /Span /Type /StructElem /ActualText ( ) /P 627 0 R /Pg 11 0 R >> endobj 627 0 obj << /K [628 0 R 629 0 R 630 0 R 631 0 R 632 0 R 633 0 R 634 0 R 635 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 637 0 obj << /K [0] /S /Span /Type /StructElem /ActualText /P 636 0 R /Pg 12 0 R >> endobj 638 0 obj << /K [1] /S /Span /Type /StructElem /ActualText (E) /P 636 0 R /Pg 12 0 R >> endobj 639 0 obj << /K [2] /S /Span /Type /StructElem /ActualText (studos apontam que os consumidores que ficam insatisfeitos com uma entre ) /P 636 0 R /Pg 12 0 R >> endobj 640 0 obj << /K [3] /S /Span /Type /StructElem /ActualText (quatro compras, menos ) /P 636 0 R /Pg 12 0 R >> endobj 641 0 obj << /K [4] /S /Span /Type /StructElem /ActualText /P 636 0 R /Pg 12 0 R >> endobj 642 0 obj << /K [5] /S /Span /Type /StructElem /ActualText /P 636 0 R /Pg 12 0 R >> endobj 643 0 obj << /K [6] /S /Span /Type /StructElem /ActualText /P 636 0 R /Pg 12 0 R >> endobj 644 0 obj << /K [7] /S /Span /Type /StructElem /ActualText /P 636 0 R /Pg 12 0 R >> endobj 645 0 obj << /K [8] /S /Span /Type /StructElem /ActualText /P 636 0 R /Pg 12 0 R >> endobj 646 0 obj << /K [9] /S /Span /Type /StructElem /ActualText /P 636 0 R /Pg 12 0 R >> endobj 647 0 obj << /K [10] /S /Span /Type /StructElem /ActualText /P 636 0 R /Pg 12 0 R >> endobj 648 0 obj << /K [11] /S /Span /Type /StructElem /ActualText (satisfeitos, satisfeitos, indiferentes, insatisfeitos ou muito insatisfeitos) /P 636 0 R /Pg 12 0 R >> endobj 649 0 obj << /K [12] /S /Span /Type /StructElem /ActualText ( ) /P 636 0 R /Pg 12 0 R >> endobj 650 0 obj << /K [13] /S /Span /Type /StructElem /ActualText /P 636 0 R /Pg 12 0 R >> endobj 651 0 obj << /K [14] /S /Span /Type /StructElem /ActualText /P 636 0 R /Pg 12 0 R >> endobj 652 0 obj << /K [15] /S /Span /Type /StructElem /ActualText /P 636 0 R /Pg 12 0 R >> endobj 653 0 obj << /K [16] /S /Span /Type /StructElem /ActualText ( ) /P 636 0 R /Pg 12 0 R >> endobj 636 0 obj << /K [637 0 R 638 0 R 639 0 R 640 0 R 641 0 R 642 0 R 643 0 R 644 0 R 645 0 R 646 0 R 647 0 R 648 0 R 649 0 R 650 0 R 651 0 R 652 0 R 653 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 655 0 obj << /K [17] /S /Span /Type /StructElem /ActualText (Nota) /P 654 0 R /Pg 12 0 R >> endobj 656 0 obj << /K [18] /S /Span /Type /StructElem /ActualText (-) /P 654 0 R /Pg 12 0 R >> endobj 657 0 obj << /K [19] /S /Span /Type /StructElem /ActualText /P 654 0 R /Pg 12 0 R >> endobj 658 0 obj << /K [20] /S /Span /Type /StructElem /ActualText /P 654 0 R /Pg 12 0 R >> endobj 659 0 obj << /K [21] /S /Span /Type /StructElem /ActualText /P 654 0 R /Pg 12 0 R >> endobj 660 0 obj << /K [22] /S /Span /Type /StructElem /ActualText /P 654 0 R /Pg 12 0 R >> endobj 661 0 obj << /K [23] /S /Span /Type /StructElem /ActualText /P 654 0 R /Pg 12 0 R >> endobj 662 0 obj << /K [24] /S /Span /Type /StructElem /ActualText (intima) /P 654 0 R /Pg 12 0 R >> endobj 663 0 obj << /K [25] /S /Span /Type /StructElem /ActualText /P 654 0 R /Pg 12 0 R >> endobj 664 0 obj << /K [26] /S /Span /Type /StructElem /ActualText /P 654 0 R /Pg 12 0 R >> endobj 665 0 obj << /K [27] /S /Span /Type /StructElem /ActualText /P 654 0 R /Pg 12 0 R >> endobj 666 0 obj << /K [28] /S /Span /Type /StructElem /ActualText ( ) /P 654 0 R /Pg 12 0 R >> endobj 667 0 obj << /K [29] /S /Span /Type /StructElem /ActualText <28> /P 654 0 R /Pg 12 0 R >> endobj 668 0 obj << /K [30] /S /Span /Type /StructElem /ActualText /P 654 0 R /Pg 12 0 R >> endobj 669 0 obj << /K [31] /S /Span /Type /StructElem /ActualText /P 654 0 R /Pg 12 0 R >> endobj 670 0 obj << /K [32] /S /Span /Type /StructElem /ActualText /P 654 0 R /Pg 12 0 R >> endobj 671 0 obj << /K [33] /S /Span /Type /StructElem /ActualText /P 654 0 R /Pg 12 0 R >> endobj 672 0 obj << /K [34] /S /Span /Type /StructElem /ActualText ( ) /P 654 0 R /Pg 12 0 R >> endobj 654 0 obj << /K [655 0 R 656 0 R 657 0 R 658 0 R 659 0 R 660 0 R 661 0 R 662 0 R 663 0 R 664 0 R 665 0 R 666 0 R 667 0 R 668 0 R 669 0 R 670 0 R 671 0 R 672 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 674 0 obj << /K [35] /S /Span /Type /StructElem /ActualText (Os) /P 673 0 R /Pg 12 0 R >> endobj 675 0 obj << /K [36] /S /Span /Type /StructElem /ActualText ( ) /P 673 0 R /Pg 12 0 R >> endobj 676 0 obj << /K [37] /S /Span /Type /StructElem /ActualText /P 673 0 R /Pg 12 0 R >> endobj 677 0 obj << /K [38] /S /Span /Type /StructElem /ActualText /P 673 0 R /Pg 12 0 R >> endobj 678 0 obj << /K [39] /S /Span /Type /StructElem /ActualText (liminar de ) /P 673 0 R /Pg 12 0 R >> endobj 679 0 obj << /K [40] /S /Span /Type /StructElem /ActualText /P 673 0 R /Pg 12 0 R >> endobj 680 0 obj << /K [41] /S /Span /Type /StructElem /ActualText (sobre os resultados) /P 673 0 R /Pg 12 0 R >> endobj 681 0 obj << /K [42] /S /Span /Type /StructElem /ActualText ( ) /P 673 0 R /Pg 12 0 R >> endobj 682 0 obj << /K [43] /S /Span /Type /StructElem /ActualText (\(SCHIFFMAN, KANUK, 2000\)) /P 673 0 R /Pg 12 0 R >> endobj 683 0 obj << /K [44] /S /Span /Type /StructElem /ActualText (. A figura 2 mostra um modelo do ) /P 673 0 R /Pg 12 0 R >> endobj 684 0 obj << /K [45] /S /Span /Type /StructElem /ActualText (processo de pesquisa do consumidor.) /P 673 0 R /Pg 12 0 R >> endobj 685 0 obj << /K [46] /S /Span /Type /StructElem /ActualText ( ) /P 673 0 R /Pg 12 0 R >> endobj 673 0 obj << /K [674 0 R 675 0 R 676 0 R 677 0 R 678 0 R 679 0 R 680 0 R 681 0 R 682 0 R 683 0 R 684 0 R 685 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 687 0 obj << /K [47] /S /Span /Type /StructElem /ActualText (.) /P 686 0 R /Pg 12 0 R >> endobj 688 0 obj << /K [49] /S /Span /Type /StructElem /ActualText ( ) /P 686 0 R /Pg 12 0 R >> endobj 689 0 obj << /K [48] /S /InlineShape /Alt <> /Type /StructElem /P 686 0 R /Pg 12 0 R >> endobj 686 0 obj << /K [687 0 R 688 0 R 689 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 691 0 obj << /K [0] /S /Span /Type /StructElem /ActualText (Figura 2 ) /P 690 0 R /Pg 13 0 R >> endobj 692 0 obj << /K [1] /S /Span /Type /StructElem /ActualText /P 690 0 R /Pg 13 0 R >> endobj 693 0 obj << /K [2] /S /Span /Type /StructElem /ActualText ( ) /P 690 0 R /Pg 13 0 R >> endobj 694 0 obj << /K [3] /S /Span /Type /StructElem /ActualText (O processo de pesquis) /P 690 0 R /Pg 13 0 R >> endobj 695 0 obj << /K [4] /S /Span /Type /StructElem /ActualText (a do consumidor, conforme Schiffman e Kanuk \(2000) /P 690 0 R /Pg 13 0 R >> endobj 696 0 obj << /K [5] /S /Span /Type /StructElem /ActualText (, p.19\)) /P 690 0 R /Pg 13 0 R >> endobj 697 0 obj << /K [6] /S /Span /Type /StructElem /ActualText ( ) /P 690 0 R /Pg 13 0 R >> endobj 690 0 obj << /K [691 0 R 692 0 R 693 0 R 694 0 R 695 0 R 696 0 R 697 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 699 0 obj << /K [7] /S /Span /Type /StructElem /ActualText ( ) /P 698 0 R /Pg 13 0 R >> endobj 698 0 obj << /K [699 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 701 0 obj << /K [8] /S /Span /Type /StructElem /ActualText (2.4 Tecnologia nas empresas) /P 700 0 R /Pg 13 0 R >> endobj 702 0 obj << /K [9] /S /Span /Type /StructElem /ActualText ( ) /P 700 0 R /Pg 13 0 R >> endobj 700 0 obj << /K [701 0 R 702 0 R] /S /H1 /Type /StructElem /P 96 0 R >> endobj 704 0 obj << /K [10] /S /Span /Type /StructElem /ActualText /P 703 0 R /Pg 13 0 R >> endobj 705 0 obj << /K [11] /S /Span /Type /StructElem /ActualText /P 703 0 R /Pg 13 0 R >> endobj 706 0 obj << /K [12] /S /Span /Type /StructElem /ActualText (inv) /P 703 0 R /Pg 13 0 R >> endobj 707 0 obj << /K [13] /S /Span /Type /StructElem /ActualText (estimento em ) /P 703 0 R /Pg 13 0 R >> endobj 708 0 obj << /K [14] /S /Span /Type /StructElem /ActualText (hardware) /P 703 0 R /Pg 13 0 R >> endobj 709 0 obj << /K [15] /S /Span /Type /StructElem /ActualText (, ) /P 703 0 R /Pg 13 0 R >> endobj 710 0 obj << /K [16] /S /Span /Type /StructElem /ActualText (software) /P 703 0 R /Pg 13 0 R >> endobj 711 0 obj << /K [17] /S /Span /Type /StructElem /ActualText /P 703 0 R /Pg 13 0 R >> endobj 712 0 obj << /K [18] /S /Span /Type /StructElem /ActualText (vantajoso se for levar em conta o seu custo) /P 703 0 R /Pg 13 0 R >> endobj 713 0 obj << /K [19] /S /Span /Type /StructElem /ActualText (-) /P 703 0 R /Pg 13 0 R >> endobj 714 0 obj << /K [20] /S /Span /Type /StructElem /ActualText /P 703 0 R /Pg 13 0 R >> endobj 715 0 obj << /K [21] /S /Span /Type /StructElem /ActualText /P 703 0 R /Pg 13 0 R >> endobj 716 0 obj << /K [22] /S /Span /Type /StructElem /ActualText (suporte aos ) /P 703 0 R /Pg 13 0 R >> endobj 717 0 obj << /K [23] /S /Span /Type /StructElem /ActualText /P 703 0 R /Pg 13 0 R >> endobj 718 0 obj << /K [24] /S /Span /Type /StructElem /ActualText (B) /P 703 0 R /Pg 13 0 R >> endobj 719 0 obj << /K [25] /S /Span /Type /StructElem /ActualText (rien) /P 703 0 R /Pg 13 0 R >> endobj 720 0 obj << /K [26] /S /Span /Type /StructElem /ActualText ( ) /P 703 0 R /Pg 13 0 R >> endobj 721 0 obj << /K [27] /S /Span /Type /StructElem /ActualText <28> /P 703 0 R /Pg 13 0 R >> endobj 722 0 obj << /K [28] /S /Span /Type /StructElem /ActualText (2003, p. 9\). Esse ideal pode ser visualizado na imagem abaixo:) /P 703 0 R /Pg 13 0 R >> endobj 723 0 obj << /K [29] /S /Span /Type /StructElem /ActualText ( ) /P 703 0 R /Pg 13 0 R >> endobj 703 0 obj << /K [704 0 R 705 0 R 706 0 R 707 0 R 708 0 R 709 0 R 710 0 R 711 0 R 712 0 R 713 0 R 714 0 R 715 0 R 716 0 R 717 0 R 718 0 R 719 0 R 720 0 R 721 0 R 722 0 R 723 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 725 0 obj << /K [31] /S /Span /Type /StructElem /ActualText ( ) /P 724 0 R /Pg 13 0 R >> endobj 726 0 obj << /K [30] /S /InlineShape /Alt <> /Type /StructElem /P 724 0 R /Pg 13 0 R >> endobj 724 0 obj << /K [725 0 R 726 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 728 0 obj << /K [32] /S /Span /Type /StructElem /ActualText (Figura 3 ) /P 727 0 R /Pg 13 0 R >> endobj 729 0 obj << /K [33] /S /Span /Type /StructElem /ActualText /P 727 0 R /Pg 13 0 R >> endobj 730 0 obj << /K [34] /S /Span /Type /StructElem /ActualText ( ) /P 727 0 R /Pg 13 0 R >> endobj 731 0 obj << /K [35] /S /Span /Type /StructElem /ActualText /P 727 0 R /Pg 13 0 R >> endobj 732 0 obj << /K [36] /S /Span /Type /StructElem /ActualText /P 727 0 R /Pg 13 0 R >> endobj 733 0 obj << /K [37] /S /Span /Type /StructElem /ActualText (O') /P 727 0 R /Pg 13 0 R >> endobj 734 0 obj << /K [38] /S /Span /Type /StructElem /ActualText (Brien) /P 727 0 R /Pg 13 0 R >> endobj 735 0 obj << /K [39] /S /Span /Type /StructElem /ActualText ( ) /P 727 0 R /Pg 13 0 R >> endobj 736 0 obj << /K [40] /S /Span /Type /StructElem /ActualText <28> /P 727 0 R /Pg 13 0 R >> endobj 737 0 obj << /K [41] /S /Span /Type /StructElem /ActualText (200) /P 727 0 R /Pg 13 0 R >> endobj 738 0 obj << /K [42] /S /Span /Type /StructElem /ActualText (3, p. 9\)) /P 727 0 R /Pg 13 0 R >> endobj 739 0 obj << /K [43] /S /Span /Type /StructElem /ActualText ( ) /P 727 0 R /Pg 13 0 R >> endobj 727 0 obj << /K [728 0 R 729 0 R 730 0 R 731 0 R 732 0 R 733 0 R 734 0 R 735 0 R 736 0 R 737 0 R 738 0 R 739 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 741 0 obj << /K [44] /S /Span /Type /StructElem /ActualText /P 740 0 R /Pg 13 0 R >> endobj 742 0 obj << /K [45] /S /Span /Type /StructElem /ActualText (ainda mais levando) /P 740 0 R /Pg 13 0 R >> endobj 743 0 obj << /K [46] /S /Span /Type /StructElem /ActualText (-) /P 740 0 R /Pg 13 0 R >> endobj 744 0 obj << /K [47] /S /Span /Type /StructElem /ActualText (se em conta que a tecnologia tornou) /P 740 0 R /Pg 13 0 R >> endobj 745 0 obj << /K [48] /S /Span /Type /StructElem /ActualText (-) /P 740 0 R /Pg 13 0 R >> endobj 746 0 obj << /K [49] /S /Span /Type /StructElem /ActualText /P 740 0 R /Pg 13 0 R >> endobj 747 0 obj << /K [50] /S /Span /Type /StructElem /ActualText /P 740 0 R /Pg 13 0 R >> endobj 748 0 obj << /K [51] /S /Span /Type /StructElem /ActualText /P 740 0 R /Pg 13 0 R >> endobj 749 0 obj << /K [52] /S /Span /Type /StructElem /ActualText (apenas aos aspecto) /P 740 0 R /Pg 13 0 R >> endobj 750 0 obj << /K [53] /S /Span /Type /StructElem /ActualText /P 740 0 R /Pg 13 0 R >> endobj 751 0 obj << /K [54] /S /Span /Type /StructElem /ActualText /P 740 0 R /Pg 13 0 R >> endobj 752 0 obj << /K [55] /S /Span /Type /StructElem /ActualText (processamento de dados e os processos de con) /P 740 0 R /Pg 13 0 R >> endobj 753 0 obj << /K [56] /S /Span /Type /StructElem /ActualText (trole gerenciais, entre outros ) /P 740 0 R /Pg 13 0 R >> endobj 754 0 obj << /K [57] /S /Span /Type /StructElem /ActualText (\(ADMNISTRADORES, 2012\).) /P 740 0 R /Pg 13 0 R >> endobj 755 0 obj << /K [58] /S /Span /Type /StructElem /ActualText ( ) /P 740 0 R /Pg 13 0 R >> endobj 740 0 obj << /K [741 0 R 742 0 R 743 0 R 744 0 R 745 0 R 746 0 R 747 0 R 748 0 R 749 0 R 750 0 R 751 0 R 752 0 R 753 0 R 754 0 R 755 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 757 0 obj << /K [59] /S /Span /Type /StructElem /ActualText /P 756 0 R /Pg 13 0 R >> endobj 758 0 obj << /K [60] /S /Span /Type /StructElem /ActualText ( ) /P 756 0 R /Pg 13 0 R >> endobj 759 0 obj << /K [61] /S /Span /Type /StructElem /ActualText /P 756 0 R /Pg 13 0 R >> endobj 760 0 obj << /K [62] /S /Span /Type /StructElem /ActualText /P 756 0 R /Pg 13 0 R >> endobj 761 0 obj << /K [63] /S /Span /Type /StructElem /ActualText (facilitar um processo. Atualmente, destaca) /P 756 0 R /Pg 13 0 R >> endobj 762 0 obj << /K [64] /S /Span /Type /StructElem /ActualText (-) /P 756 0 R /Pg 13 0 R >> endobj 763 0 obj << /K [65] /S /Span /Type /StructElem /ActualText (se o uso de ) /P 756 0 R /Pg 13 0 R >> endobj 764 0 obj << /K [66] /S /Span /Type /StructElem /ActualText (hardware) /P 756 0 R /Pg 13 0 R >> endobj 765 0 obj << /K [67] /S /Span /Type /StructElem /ActualText /P 756 0 R /Pg 13 0 R >> endobj 766 0 obj << /K [68] /S /Span /Type /StructElem /ActualText /P 756 0 R /Pg 13 0 R >> endobj 767 0 obj << /K [69] /S /Span /Type /StructElem /ActualText (softw) /P 756 0 R /Pg 13 0 R >> endobj 768 0 obj << /K [70] /S /Span /Type /StructElem /ActualText (ares) /P 756 0 R /Pg 13 0 R >> endobj 769 0 obj << /K [71] /S /Span /Type /StructElem /ActualText /P 756 0 R /Pg 13 0 R >> endobj 770 0 obj << /K [72] /S /Span /Type /StructElem /ActualText /P 756 0 R /Pg 13 0 R >> endobj 771 0 obj << /K [73] /S /Span /Type /StructElem /ActualText /P 756 0 R /Pg 13 0 R >> endobj 772 0 obj << /K [74] /S /Span /Type /StructElem /ActualText (hardware) /P 756 0 R /Pg 13 0 R >> endobj 773 0 obj << /K [75] /S /Span /Type /StructElem /ActualText ( ) /P 756 0 R /Pg 13 0 R >> endobj 774 0 obj << /K [76] /S /Span /Type /StructElem /ActualText (e ) /P 756 0 R /Pg 13 0 R >> endobj 775 0 obj << /K [77] /S /Span /Type /StructElem /ActualText (software) /P 756 0 R /Pg 13 0 R >> endobj 776 0 obj << /K [78] /S /Span /Type /StructElem /ActualText /P 756 0 R /Pg 13 0 R >> endobj 777 0 obj << /K [79] /S /Span /Type /StructElem /ActualText (automatizar os processos existen) /P 756 0 R /Pg 13 0 R >> endobj 778 0 obj << /K [80] /S /Span /Type /StructElem /ActualText /P 756 0 R /Pg 13 0 R >> endobj 779 0 obj << /K [81] /S /Span /Type /StructElem /ActualText (que podem levar a ganh) /P 756 0 R /Pg 13 0 R >> endobj 780 0 obj << /K [82] /S /Span /Type /StructElem /ActualText (os adicionais de produtividade \(DEDRICK ) /P 756 0 R /Pg 13 0 R >> endobj 781 0 obj << /K [83] /S /Span /Type /StructElem /ActualText (et al) /P 756 0 R /Pg 13 0 R >> endobj 782 0 obj << /K [84] /S /Span /Type /StructElem /ActualText (., 2003\).) /P 756 0 R /Pg 13 0 R >> endobj 783 0 obj << /K [85] /S /Span /Type /StructElem /ActualText ( ) /P 756 0 R /Pg 13 0 R >> endobj 756 0 obj << /K [757 0 R 758 0 R 759 0 R 760 0 R 761 0 R 762 0 R 763 0 R 764 0 R 765 0 R 766 0 R 767 0 R 768 0 R 769 0 R 770 0 R 771 0 R 772 0 R 773 0 R 774 0 R 775 0 R 776 0 R 777 0 R 778 0 R 779 0 R 780 0 R 781 0 R 782 0 R 783 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 785 0 obj << /K [86] /S /Span /Type /StructElem /ActualText /P 784 0 R /Pg 13 0 R >> endobj 786 0 obj << /K [87] /S /Span /Type /StructElem /ActualText /P 784 0 R /Pg 13 0 R >> endobj 787 0 obj << /K [88] /S /Span /Type /StructElem /ActualText /P 784 0 R /Pg 13 0 R >> endobj 788 0 obj << /K [89] /S /Span /Type /StructElem /ActualText /P 784 0 R /Pg 13 0 R >> endobj 789 0 obj << /K [90] /S /Span /Type /StructElem /ActualText (adotadas para mensurar o retorno dos investimentos em TI, onde podemos citar as medidas ) /P 784 0 R /Pg 13 0 R >> endobj 790 0 obj << /K [91] /S /Span /Type /StructElem /ActualText /P 784 0 R /Pg 13 0 R >> endobj 791 0 obj << /K [92] /S /Span /Type /StructElem /ActualText /P 784 0 R /Pg 13 0 R >> endobj 792 0 obj << /K [93] /S /Span /Type /StructElem /ActualText /P 784 0 R /Pg 13 0 R >> endobj 793 0 obj << /K [94] /S /Span /Type /StructElem /ActualText (-) /P 784 0 R /Pg 13 0 R >> endobj 794 0 obj << /K [95] /S /Span /Type /StructElem /ActualText /P 784 0 R /Pg 13 0 R >> endobj 795 0 obj << /K [96] /S /Span /Type /StructElem /ActualText /P 784 0 R /Pg 13 0 R >> endobj 796 0 obj << /K [97] /S /Span /Type /StructElem /ActualText ( ) /P 784 0 R /Pg 13 0 R >> endobj 784 0 obj << /K [785 0 R 786 0 R 787 0 R 788 0 R 789 0 R 790 0 R 791 0 R 792 0 R 793 0 R 794 0 R 795 0 R 796 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 798 0 obj << /K [0] /S /Span /Type /StructElem /ActualText /P 797 0 R /Pg 14 0 R >> endobj 799 0 obj << /K [1] /S /Span /Type /StructElem /ActualText (final, trabalho em equipe) /P 797 0 R /Pg 14 0 R >> endobj 800 0 obj << /K [2] /S /Span /Type /StructElem /ActualText (, entre outras\) \(GUNASEKARAN) /P 797 0 R /Pg 14 0 R >> endobj 801 0 obj << /K [3] /S /Span /Type /StructElem /ActualText ( ) /P 797 0 R /Pg 14 0 R >> endobj 802 0 obj << /K [4] /S /Span /Type /StructElem /ActualText (et al.,) /P 797 0 R /Pg 14 0 R >> endobj 803 0 obj << /K [5] /S /Span /Type /StructElem /ActualText ( ) /P 797 0 R /Pg 14 0 R >> endobj 804 0 obj << /K [6] /S /Span /Type /StructElem /ActualText (2006\).) /P 797 0 R /Pg 14 0 R >> endobj 805 0 obj << /K [7] /S /Span /Type /StructElem /ActualText ( ) /P 797 0 R /Pg 14 0 R >> endobj 797 0 obj << /K [798 0 R 799 0 R 800 0 R 801 0 R 802 0 R 803 0 R 804 0 R 805 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 807 0 obj << /K [8] /S /Span /Type /StructElem /ActualText (Percebe) /P 806 0 R /Pg 14 0 R >> endobj 808 0 obj << /K [9] /S /Span /Type /StructElem /ActualText (-) /P 806 0 R /Pg 14 0 R >> endobj 809 0 obj << /K [10] /S /Span /Type /StructElem /ActualText (se que o uso de sistemas ) /P 806 0 R /Pg 14 0 R >> endobj 810 0 obj << /K [11] /S /Span /Type /StructElem /ActualText (web) /P 806 0 R /Pg 14 0 R >> endobj 811 0 obj << /K [12] /S /Span /Type /StructElem /ActualText ( ) /P 806 0 R /Pg 14 0 R >> endobj 812 0 obj << /K [13] /S /Span /Type /StructElem /ActualText (tem sido intenso nas empresas \(KUECHLER J) /P 806 0 R /Pg 14 0 R >> endobj 813 0 obj << /K [14] /S /Span /Type /StructElem /ActualText (UNIOR ) /P 806 0 R /Pg 14 0 R >> endobj 814 0 obj << /K [15] /S /Span /Type /StructElem /ActualText (et al) /P 806 0 R /Pg 14 0 R >> endobj 815 0 obj << /K [16] /S /Span /Type /StructElem /ActualText (., 2) /P 806 0 R /Pg 14 0 R >> endobj 816 0 obj << /K [17] /S /Span /Type /StructElem /ActualText /P 806 0 R /Pg 14 0 R >> endobj 817 0 obj << /K [18] /S /Span /Type /StructElem /ActualText /P 806 0 R /Pg 14 0 R >> endobj 818 0 obj << /K [19] /S /Span /Type /StructElem /ActualText /P 806 0 R /Pg 14 0 R >> endobj 819 0 obj << /K [20] /S /Span /Type /StructElem /ActualText (et al) /P 806 0 R /Pg 14 0 R >> endobj 820 0 obj << /K [21] /S /Span /Type /StructElem /ActualText /P 806 0 R /Pg 14 0 R >> endobj 821 0 obj << /K [22] /S /Span /Type /StructElem /ActualText (apresent) /P 806 0 R /Pg 14 0 R >> endobj 822 0 obj << /K [23] /S /Span /Type /StructElem /ActualText /P 806 0 R /Pg 14 0 R >> endobj 823 0 obj << /K [24] /S /Span /Type /StructElem /ActualText (ZANETI ) /P 806 0 R /Pg 14 0 R >> endobj 824 0 obj << /K [25] /S /Span /Type /StructElem /ActualText (JUNIOR; VIDAL, 2006\). ) /P 806 0 R /Pg 14 0 R >> endobj 825 0 obj << /K [26] /S /Span /Type /StructElem /ActualText (Nesse sentido ) /P 806 0 R /Pg 14 0 R >> endobj 826 0 obj << /K [27] /S /Span /Type /StructElem /ActualText (Majewski) /P 806 0 R /Pg 14 0 R >> endobj 827 0 obj << /K [28] /S /Span /Type /StructElem /ActualText ( ) /P 806 0 R /Pg 14 0 R >> endobj 828 0 obj << /K [29] /S /Span /Type /StructElem /ActualText (\(2003, ) /P 806 0 R /Pg 14 0 R >> endobj 829 0 obj << /K [30] /S /Span /Type /StructElem /ActualText (p. 1) /P 806 0 R /Pg 14 0 R >> endobj 830 0 obj << /K [31] /S /Span /Type /StructElem /ActualText <29> /P 806 0 R /Pg 14 0 R >> endobj 831 0 obj << /K [32] /S /Span /Type /StructElem /ActualText ( ) /P 806 0 R /Pg 14 0 R >> endobj 832 0 obj << /K [33] /S /Span /Type /StructElem /ActualText (endossa ainda mais o relacionamento da tecnologia com a ) /P 806 0 R /Pg 14 0 R >> endobj 833 0 obj << /K [34] /S /Span /Type /StructElem /ActualText (qualidade, afirmando:) /P 806 0 R /Pg 14 0 R >> endobj 834 0 obj << /K [35] /S /Span /Type /StructElem /ActualText ( ) /P 806 0 R /Pg 14 0 R >> endobj 806 0 obj << /K [807 0 R 808 0 R 809 0 R 810 0 R 811 0 R 812 0 R 813 0 R 814 0 R 815 0 R 816 0 R 817 0 R 818 0 R 819 0 R 820 0 R 821 0 R 822 0 R 823 0 R 824 0 R 825 0 R 826 0 R 827 0 R 828 0 R 829 0 R 830 0 R 831 0 R 832 0 R 833 0 R 834 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 836 0 obj << /K [36] /S /Span /Type /StructElem /ActualText /P 835 0 R /Pg 14 0 R >> endobj 837 0 obj << /K [37] /S /Span /Type /StructElem /ActualText (a da qualidade ) /P 835 0 R /Pg 14 0 R >> endobj 838 0 obj << /K [38] /S /Span /Type /StructElem /ActualText /P 835 0 R /Pg 14 0 R >> endobj 839 0 obj << /K [39] /S /Span /Type /StructElem /ActualText /P 835 0 R /Pg 14 0 R >> endobj 840 0 obj << /K [40] /S /Span /Type /StructElem /ActualText /P 835 0 R /Pg 14 0 R >> endobj 841 0 obj << /K [41] /S /Span /Type /StructElem /ActualText ( ) /P 835 0 R /Pg 14 0 R >> endobj 842 0 obj << /K [42] /S /Span /Type /StructElem /ActualText ( ) /P 835 0 R /Pg 14 0 R >> endobj 835 0 obj << /K [836 0 R 837 0 R 838 0 R 839 0 R 840 0 R 841 0 R 842 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 844 0 obj << /K [43] /S /Span /Type /StructElem /ActualText (Regina Herzlinger, da Har) /P 843 0 R /Pg 14 0 R >> endobj 845 0 obj << /K [44] /S /Span /Type /StructElem /ActualText (vard Business School, afirmou que a ) /P 843 0 R /Pg 14 0 R >> endobj 846 0 obj << /K [45] /S /Span /Type /StructElem /ActualText (web) /P 843 0 R /Pg 14 0 R >> endobj 847 0 obj << /K [46] /S /Span /Type /StructElem /ActualText ( ) /P 843 0 R /Pg 14 0 R >> endobj 848 0 obj << /K [47] /S /Span /Type /StructElem /ActualText /P 843 0 R /Pg 14 0 R >> endobj 849 0 obj << /K [48] /S /Span /Type /StructElem /ActualText /P 843 0 R /Pg 14 0 R >> endobj 850 0 obj << /K [49] /S /Span /Type /StructElem /ActualText /P 843 0 R /Pg 14 0 R >> endobj 851 0 obj << /K [50] /S /Span /Type /StructElem /ActualText (softwares ) /P 843 0 R /Pg 14 0 R >> endobj 852 0 obj << /K [51] /S /Span /Type /StructElem /ActualText /P 843 0 R /Pg 14 0 R >> endobj 853 0 obj << /K [52] /S /Span /Type /StructElem /ActualText (surgiram como ferra) /P 843 0 R /Pg 14 0 R >> endobj 854 0 obj << /K [53] /S /Span /Type /StructElem /ActualText /P 843 0 R /Pg 14 0 R >> endobj 855 0 obj << /K [54] /S /Span /Type /StructElem /ActualText /P 843 0 R /Pg 14 0 R >> endobj 856 0 obj << /K [55] /S /Span /Type /StructElem /ActualText /P 843 0 R /Pg 14 0 R >> endobj 857 0 obj << /K [56] /S /Span /Type /StructElem /ActualText ( ) /P 843 0 R /Pg 14 0 R >> endobj 843 0 obj << /K [844 0 R 845 0 R 846 0 R 847 0 R 848 0 R 849 0 R 850 0 R 851 0 R 852 0 R 853 0 R 854 0 R 855 0 R 856 0 R 857 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 859 0 obj << /K [57] /S /Span /Type /StructElem /ActualText /P 858 0 R /Pg 14 0 R >> endobj 860 0 obj << /K [58] /S /Span /Type /StructElem /ActualText /P 858 0 R /Pg 14 0 R >> endobj 861 0 obj << /K [59] /S /Span /Type /StructElem /ActualText /P 858 0 R /Pg 14 0 R >> endobj 862 0 obj << /K [60] /S /Span /Type /StructElem /ActualText (ajewski) /P 858 0 R /Pg 14 0 R >> endobj 863 0 obj << /K [61] /S /Span /Type /StructElem /ActualText ( ) /P 858 0 R /Pg 14 0 R >> endobj 864 0 obj << /K [62] /S /Span /Type /StructElem /ActualText <28> /P 858 0 R /Pg 14 0 R >> endobj 865 0 obj << /K [63] /S /Span /Type /StructElem /ActualText (2003, p. 35\):) /P 858 0 R /Pg 14 0 R >> endobj 866 0 obj << /K [64] /S /Span /Type /StructElem /ActualText ( ) /P 858 0 R /Pg 14 0 R >> endobj 858 0 obj << /K [859 0 R 860 0 R 861 0 R 862 0 R 863 0 R 864 0 R 865 0 R 866 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 868 0 obj << /K [65] /S /Span /Type /StructElem /ActualText /P 867 0 R /Pg 14 0 R >> endobj 869 0 obj << /K [66] /S /Span /Type /StructElem /ActualText /P 867 0 R /Pg 14 0 R >> endobj 870 0 obj << /K [67] /S /Span /Type /StructElem /ActualText (Sua aplicabilidade no hospital disponibiliza ) /P 867 0 R /Pg 14 0 R >> endobj 871 0 obj << /K [68] /S /Span /Type /StructElem /ActualText (home pages) /P 867 0 R /Pg 14 0 R >> endobj 872 0 obj << /K [69] /S /Span /Type /StructElem /ActualText ( ) /P 867 0 R /Pg 14 0 R >> endobj 873 0 obj << /K [70] /S /Span /Type /StructElem /ActualText (com ) /P 867 0 R /Pg 14 0 R >> endobj 874 0 obj << /K [71] /S /Span /Type /StructElem 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0 R 882 0 R 883 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 885 0 obj << /K [81] /S /Span /Type /StructElem /ActualText ( ) /P 884 0 R /Pg 14 0 R >> endobj 884 0 obj << /K [885 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 887 0 obj << /K [82] /S /Span /Type /StructElem /ActualText ( ) /P 886 0 R /Pg 14 0 R >> endobj 886 0 obj << /K [887 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 889 0 obj << /K [83] /S /Span /Type /StructElem /ActualText (3. Metodologia) /P 888 0 R /Pg 14 0 R >> endobj 890 0 obj << /K [84] /S /Span /Type /StructElem /ActualText ( ) /P 888 0 R /Pg 14 0 R >> endobj 888 0 obj << /K [889 0 R 890 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 892 0 obj << /K [85] /S /Span /Type /StructElem /ActualText /P 891 0 R /Pg 14 0 R >> endobj 893 0 obj << /K [86] /S /Span /Type /StructElem /ActualText /P 891 0 R /Pg 14 0 R >> endobj 894 0 obj << /K [87] /S /Span /Type /StructElem /ActualText (rios, independente da na) /P 891 0 R /Pg 14 0 R >> endobj 895 0 obj << /K [88] /S /Span /Type /StructElem /ActualText (tureza ) /P 891 0 R /Pg 14 0 R >> endobj 896 0 obj << /K [89] /S /Span /Type /StructElem /ActualText /P 891 0 R /Pg 14 0 R >> endobj 897 0 obj << /K [90] /S /Span /Type /StructElem /ActualText /P 891 0 R /Pg 14 0 R >> endobj 898 0 obj << /K [91] /S /Span /Type /StructElem /ActualText /P 891 0 R /Pg 14 0 R >> endobj 899 0 obj << /K [92] /S /Span /Type /StructElem /ActualText (PRODANOV) /P 891 0 R /Pg 14 0 R >> endobj 900 0 obj << /K [93] /S /Span /Type /StructElem /ActualText (;) /P 891 0 R /Pg 14 0 R >> endobj 901 0 obj << /K [94] /S /Span /Type /StructElem /ActualText ( ) /P 891 0 R /Pg 14 0 R >> endobj 902 0 obj << /K [95] /S /Span /Type /StructElem /ActualText (FREITAS,) /P 891 0 R /Pg 14 0 R >> endobj 903 0 obj << /K [96] /S /Span /Type /StructElem /ActualText ( ) /P 891 0 R /Pg 14 0 R >> endobj 904 0 obj << /K [97] /S /Span /Type /StructElem /ActualText (20) /P 891 0 R /Pg 14 0 R >> endobj 905 0 obj << /K [98] /S /Span /Type /StructElem /ActualText (13) /P 891 0 R /Pg 14 0 R >> endobj 906 0 obj << /K [99] /S /Span /Type /StructElem /ActualText (\).) /P 891 0 R /Pg 14 0 R >> endobj 907 0 obj << /K [100] /S /Span /Type /StructElem /ActualText ( ) /P 891 0 R /Pg 14 0 R >> endobj 891 0 obj << /K [892 0 R 893 0 R 894 0 R 895 0 R 896 0 R 897 0 R 898 0 R 899 0 R 900 0 R 901 0 R 902 0 R 903 0 R 904 0 R 905 0 R 906 0 R 907 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 908 0 obj << /K [101] /S /P /Type /StructElem /P 96 0 R /Pg 14 0 R >> endobj 910 0 obj << /K [102] /S /Span /Type /StructElem /ActualText /P 909 0 R /Pg 14 0 R >> endobj 911 0 obj << /K [103] /S /Span /Type /StructElem /ActualText ( ) /P 909 0 R /Pg 14 0 R >> endobj 912 0 obj << /K [104] /S /Span /Type /StructElem /ActualText (para ) /P 909 0 R /Pg 14 0 R >> endobj 913 0 obj << /K [105] /S /Span /Type /StructElem /ActualText /P 909 0 R /Pg 14 0 R >> endobj 914 0 obj << /K [106] /S /Span /Type /StructElem /ActualText (, foi realizado um ) /P 909 0 R /Pg 14 0 R >> endobj 915 0 obj << /K [107] /S /Span /Type /StructElem /ActualText (levantamento) /P 909 0 R /Pg 14 0 R >> endobj 916 0 obj << /K [108] /S /Span /Type /StructElem /ActualText ( ) /P 909 0 R /Pg 14 0 R >> endobj 917 0 obj << /K [109] /S /Span /Type /StructElem /ActualText /P 909 0 R /Pg 14 0 R >> endobj 918 0 obj << /K [110] /S /Span /Type /StructElem /ActualText (o) /P 909 0 R /Pg 14 0 R >> endobj 919 0 obj << /K [111] /S /Span /Type /StructElem 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/P 909 0 R /Pg 14 0 R >> endobj 930 0 obj << /K [122] /S /Span /Type /StructElem /ActualText ( ) /P 909 0 R /Pg 14 0 R >> endobj 931 0 obj << /K [123] /S /Span /Type /StructElem /ActualText (que) /P 909 0 R /Pg 14 0 R >> endobj 932 0 obj << /K [124] /S /Span /Type /StructElem /ActualText ( ) /P 909 0 R /Pg 14 0 R >> endobj 933 0 obj << /K [125] /S /Span /Type /StructElem /ActualText (a ) /P 909 0 R /Pg 14 0 R >> endobj 934 0 obj << /K [126] /S /Span /Type /StructElem /ActualText (mesma possui como objetivo) /P 909 0 R /Pg 14 0 R >> endobj 935 0 obj << /K [127] /S /Span /Type /StructElem /ActualText ( ) /P 909 0 R /Pg 14 0 R >> endobj 936 0 obj << /K [128] /S /Span /Type /StructElem /ActualText (proporcionar) /P 909 0 R /Pg 14 0 R >> endobj 937 0 obj << /K [129] /S /Span /Type /StructElem /ActualText ( ) /P 909 0 R /Pg 14 0 R >> endobj 938 0 obj << /K [130] /S /Span /Type /StructElem /ActualText (uma) /P 909 0 R /Pg 14 0 R >> endobj 939 0 obj << /K [131] /S /Span /Type /StructElem /ActualText ( ) /P 909 0 R /Pg 14 0 R >> endobj 940 0 obj << /K [132] /S /Span /Type /StructElem /ActualText (maior familiaridade com o problema, ) /P 909 0 R /Pg 14 0 R >> endobj 941 0 obj << /K [133] /S /Span /Type /StructElem /ActualText (no qual o ) /P 909 0 R /Pg 14 0 R >> endobj 942 0 obj << /K [134] /S /Span /Type /StructElem /ActualText /P 909 0 R /Pg 14 0 R >> endobj 943 0 obj << /K [135] /S /Span /Type /StructElem /ActualText ( ) /P 909 0 R /Pg 14 0 R >> endobj 944 0 obj << /K [136] /S /Span /Type /StructElem /ActualText /P 909 0 R /Pg 14 0 R >> endobj 945 0 obj << /K [137] /S /Span /Type /StructElem /ActualText /P 909 0 R /Pg 14 0 R >> endobj 946 0 obj << /K [138] /S /Span /Type /StructElem /ActualText ( ) /P 909 0 R /Pg 14 0 R >> endobj 947 0 obj << /K [139] /S /Span /Type /StructElem /ActualText (construir ) /P 909 0 R /Pg 14 0 R >> endobj 948 0 obj << /K [140] /S /Span /Type /StructElem /ActualText /P 909 0 R /Pg 14 0 R >> endobj 949 0 obj << /K [141] /S /Span /Type /StructElem /ActualText ( ) /P 909 0 R /Pg 14 0 R >> endobj 950 0 obj << /K [142] /S /Span /Type /StructElem /ActualText (\(GERHARDT; ) /P 909 0 R /Pg 14 0 R >> endobj 951 0 obj << /K [143] /S /Span /Type /StructElem /ActualText (SI) /P 909 0 R /Pg 14 0 R >> endobj 952 0 obj << /K [144] /S /Span /Type /StructElem /ActualText (LVEIRA, 2009\).) /P 909 0 R /Pg 14 0 R >> endobj 953 0 obj << /K [145] /S /Span /Type /StructElem /ActualText ( ) /P 909 0 R /Pg 14 0 R >> endobj 909 0 obj << /K [910 0 R 911 0 R 912 0 R 913 0 R 914 0 R 915 0 R 916 0 R 917 0 R 918 0 R 919 0 R 920 0 R 921 0 R 922 0 R 923 0 R 924 0 R 925 0 R 926 0 R 927 0 R 928 0 R 929 0 R 930 0 R 931 0 R 932 0 R 933 0 R 934 0 R 935 0 R 936 0 R 937 0 R 938 0 R 939 0 R 940 0 R 941 0 R 942 0 R 943 0 R 944 0 R 945 0 R 946 0 R 947 0 R 948 0 R 949 0 R 950 0 R 951 0 R 952 0 R 953 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 955 0 obj << /K [146] /S /Span /Type /StructElem /ActualText (Segundo Perske \() /P 954 0 R /Pg 14 0 R >> endobj 956 0 obj << /K [147] /S /Span /Type /StructElem /ActualText /P 954 0 R /Pg 14 0 R >> endobj 957 0 obj << /K [148] /S /Span /Type /StructElem /ActualText /P 954 0 R /Pg 14 0 R >> endobj 954 0 obj << /K [955 0 R 956 0 R 957 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 959 0 obj << /K [0] /S /Span /Type /StructElem /ActualText /P 958 0 R /Pg 15 0 R >> endobj 960 0 obj << /K [1] /S /Span /Type /StructElem /ActualText /P 958 0 R /Pg 15 0 R >> endobj 961 0 obj << /K [2] /S /Span /Type /StructElem /ActualText /P 958 0 R /Pg 15 0 R >> endobj 962 0 obj << /K [3] /S /Span /Type /StructElem /ActualText (o) /P 958 0 R /Pg 15 0 R >> endobj 963 0 obj << /K [4] /S /Span /Type /StructElem /ActualText /P 958 0 R /Pg 15 0 R >> endobj 964 0 obj << /K [5] /S /Span /Type /StructElem /ActualText (dada por Monteiro \(2010, p. 103\), segundo o autor: ) /P 958 0 R /Pg 15 0 R >> endobj 965 0 obj << /K [6] /S /Span /Type /StructElem /ActualText ( ) /P 958 0 R /Pg 15 0 R >> endobj 958 0 obj << /K [959 0 R 960 0 R 961 0 R 962 0 R 963 0 R 964 0 R 965 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 967 0 obj << /K [7] /S /Span /Type /StructElem /ActualText ( ) /P 966 0 R /Pg 15 0 R >> endobj 966 0 obj << /K [967 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 969 0 obj << /K [8] /S /Span /Type /StructElem /ActualText /P 968 0 R /Pg 15 0 R >> endobj 970 0 obj << /K [9] /S /Span /Type /StructElem /ActualText /P 968 0 R /Pg 15 0 R >> endobj 971 0 obj << /K [10] /S /Span /Type /StructElem /ActualText /P 968 0 R /Pg 15 0 R >> endobj 972 0 obj << /K [11] /S /Span /Type /StructElem /ActualText (est) /P 968 0 R /Pg 15 0 R >> endobj 973 0 obj << /K [12] /S /Span /Type /StructElem /ActualText /P 968 0 R /Pg 15 0 R >> endobj 974 0 obj << /K [13] /S /Span /Type /StructElem /ActualText /P 968 0 R /Pg 15 0 R >> endobj 975 0 obj << /K [14] /S /Span /Type /StructElem /ActualText ( ) /P 968 0 R /Pg 15 0 R >> endobj 968 0 obj << /K [969 0 R 970 0 R 971 0 R 972 0 R 973 0 R 974 0 R 975 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 977 0 obj << /K [15] /S /Span /Type /StructElem /ActualText ( ) /P 976 0 R /Pg 15 0 R >> endobj 976 0 obj << /K [977 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 979 0 obj << /K [16] /S /Span /Type /StructElem /ActualText (O presente artigo se caracteriza por ser documental, pois utiliza diversos tipos de fontes, tais ) /P 978 0 R /Pg 15 0 R >> endobj 980 0 obj << /K [17] /S /Span /Type /StructElem /ActualText (como, ar) /P 978 0 R /Pg 15 0 R >> endobj 981 0 obj << /K [18] /S /Span /Type /StructElem /ActualText (tigos, guias, livros, manuais, monografias, ) /P 978 0 R /Pg 15 0 R >> endobj 982 0 obj << /K [19] /S /Span /Type /StructElem /ActualText (sites) /P 978 0 R /Pg 15 0 R >> endobj 983 0 obj << /K [20] /S /Span /Type /StructElem /ActualText (, teses, entre outros. A pesquisa ) /P 978 0 R /Pg 15 0 R >> endobj 984 0 obj << /K [21] /S /Span /Type /StructElem /ActualText /P 978 0 R /Pg 15 0 R >> endobj 985 0 obj << /K [22] /S /Span /Type /StructElem /ActualText /P 978 0 R /Pg 15 0 R >> endobj 986 0 obj << /K [23] /S /Span /Type /StructElem /ActualText (, ) /P 978 0 R /Pg 15 0 R >> endobj 987 0 obj << /K [24] /S /Span /Type /StructElem /ActualText /P 978 0 R /Pg 15 0 R >> endobj 988 0 obj << /K [25] /S /Span /Type /StructElem /ActualText /P 978 0 R /Pg 15 0 R >> endobj 989 0 obj << /K [26] /S /Span /Type /StructElem /ActualText /P 978 0 R /Pg 15 0 R >> endobj 990 0 obj << /K [27] /S /Span /Type /StructElem /ActualText ( ) /P 978 0 R /Pg 15 0 R >> endobj 991 0 obj << /K [28] /S /Span /Type /StructElem /ActualText (revistas, entre outros ) /P 978 0 R /Pg 15 0 R >> endobj 992 0 obj << /K [29] /S /Span /Type /StructElem /ActualText /P 978 0 R /Pg 15 0 R >> endobj 993 0 obj << /K [30] /S /Span /Type /StructElem /ActualText (-) /P 978 0 R /Pg 15 0 R >> endobj 994 0 obj << /K [31] /S /Span /Type /StructElem /ActualText (SILVA, 2009\).) /P 978 0 R /Pg 15 0 R >> endobj 995 0 obj << /K [32] /S /Span /Type /StructElem /ActualText ( ) /P 978 0 R /Pg 15 0 R >> endobj 978 0 obj << /K [979 0 R 980 0 R 981 0 R 982 0 R 983 0 R 984 0 R 985 0 R 986 0 R 987 0 R 988 0 R 989 0 R 990 0 R 991 0 R 992 0 R 993 0 R 994 0 R 995 0 R] /S /H1 /Type /StructElem /P 96 0 R >> endobj 997 0 obj << /K [33] /S /Span /Type /StructElem /ActualText /P 996 0 R /Pg 15 0 R >> endobj 998 0 obj << /K [34] /S /Span /Type /StructElem /ActualText ( ) /P 996 0 R /Pg 15 0 R >> endobj 996 0 obj << /K [997 0 R 998 0 R] /S /H1 /Type /StructElem /P 96 0 R >> endobj 1000 0 obj << /K [35] /S /Span /Type /StructElem /ActualText /P 999 0 R /Pg 15 0 R >> endobj 1001 0 obj << /K [36] /S /Span /Type /StructElem /ActualText /P 999 0 R /Pg 15 0 R >> endobj 1002 0 obj << /K [37] /S /Span /Type /StructElem /ActualText /P 999 0 R /Pg 15 0 R >> endobj 1003 0 obj << /K [38] /S /Span /Type /StructElem /ActualText /P 999 0 R /Pg 15 0 R >> endobj 1004 0 obj << /K [39] /S /Span /Type /StructElem /ActualText ( ) /P 999 0 R /Pg 15 0 R >> endobj 999 0 obj << /K [1000 0 R 1001 0 R 1002 0 R 1003 0 R 1004 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 1006 0 obj << /K [40] /S /Span /Type /StructElem /ActualText (Levando) /P 1005 0 R /Pg 15 0 R >> endobj 1007 0 obj << /K [41] /S /Span /Type /StructElem /ActualText (-) /P 1005 0 R /Pg 15 0 R >> endobj 1008 0 obj << /K [42] /S /Span /Type /StructElem /ActualText /P 1005 0 R /Pg 15 0 R >> endobj 1009 0 obj << /K [43] /S /Span /Type /StructElem /ActualText (a mesma, atua como elemento dinamizador do empreendimento, sendo que seu custo) /P 1005 0 R /Pg 15 0 R >> endobj 1010 0 obj << /K [44] /S /Span /Type /StructElem /ActualText (-) /P 1005 0 R /Pg 15 0 R >> endobj 1011 0 obj << /K [45] /S /Span /Type /StructElem /ActualText /P 1005 0 R /Pg 15 0 R >> endobj 1012 0 obj << /K [46] /S /Span /Type /StructElem /ActualText /P 1005 0 R /Pg 15 0 R >> endobj 1013 0 obj << /K [47] /S /Span /Type /StructElem /ActualText /P 1005 0 R /Pg 15 0 R >> endobj 1014 0 obj << /K [48] /S /Span /Type /StructElem /ActualText /P 1005 0 R /Pg 15 0 R >> endobj 1015 0 obj << /K [49] /S /Span /Type /StructElem /ActualText /P 1005 0 R /Pg 15 0 R >> endobj 1016 0 obj << /K [50] /S /Span /Type /StructElem /ActualText ( ) /P 1005 0 R /Pg 15 0 R >> endobj 1017 0 obj << /K [51] /S /Span /Type /StructElem /ActualText /P 1005 0 R /Pg 15 0 R >> endobj 1018 0 obj << /K [52] /S /Span /Type /StructElem /ActualText (Esses elementos trazem como ) /P 1005 0 R /Pg 15 0 R >> endobj 1019 0 obj << /K [53] /S /Span /Type /StructElem /ActualText (con) /P 1005 0 R /Pg 15 0 R >> endobj 1020 0 obj << /K [54] /S /Span /Type /StructElem /ActualText /P 1005 0 R /Pg 15 0 R >> endobj 1021 0 obj << /K [55] /S /Span /Type /StructElem /ActualText ( ) /P 1005 0 R /Pg 15 0 R >> endobj 1005 0 obj << /K [1006 0 R 1007 0 R 1008 0 R 1009 0 R 1010 0 R 1011 0 R 1012 0 R 1013 0 R 1014 0 R 1015 0 R 1016 0 R 1017 0 R 1018 0 R 1019 0 R 1020 0 R 1021 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 1023 0 obj << /K [56] /S /Span /Type /StructElem /ActualText /P 1022 0 R /Pg 15 0 R >> endobj 1024 0 obj << /K [57] /S /Span /Type /StructElem /ActualText /P 1022 0 R /Pg 15 0 R >> endobj 1025 0 obj << /K [58] /S /Span /Type /StructElem /ActualText (objetivando ) /P 1022 0 R /Pg 15 0 R >> endobj 1026 0 obj << /K [59] /S /Span /Type /StructElem /ActualText /P 1022 0 R /Pg 15 0 R >> endobj 1027 0 obj << /K [60] /S /Span /Type /StructElem /ActualText (apenas 5% a mais de seus clientes em um ) /P 1022 0 R /Pg 15 0 R >> endobj 1028 0 obj << /K [61] /S /Span /Type /StructElem /ActualText (ano.) /P 1022 0 R /Pg 15 0 R >> endobj 1029 0 obj << /K [62] /S /Span /Type /StructElem /ActualText ( ) /P 1022 0 R /Pg 15 0 R >> endobj 1022 0 obj << /K [1023 0 R 1024 0 R 1025 0 R 1026 0 R 1027 0 R 1028 0 R 1029 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 1031 0 obj << /K [63] /S /Span /Type /StructElem /ActualText /P 1030 0 R /Pg 15 0 R >> endobj 1032 0 obj << /K [64] /S /Span /Type /StructElem /ActualText /P 1030 0 R /Pg 15 0 R >> endobj 1033 0 obj << /K [65] /S /Span /Type /StructElem /ActualText /P 1030 0 R /Pg 15 0 R >> endobj 1034 0 obj << /K [66] /S /Span /Type /StructElem /ActualText /P 1030 0 R /Pg 15 0 R >> endobj 1035 0 obj << /K [67] /S /Span /Type /StructElem /ActualText /P 1030 0 R /Pg 15 0 R >> endobj 1036 0 obj << /K [68] /S /Span /Type /StructElem /ActualText /P 1030 0 R /Pg 15 0 R >> endobj 1037 0 obj << /K [69] /S /Span /Type /StructElem /ActualText (idor.) /P 1030 0 R /Pg 15 0 R >> endobj 1038 0 obj << /K [70] /S /Span /Type /StructElem /ActualText ( ) /P 1030 0 R /Pg 15 0 R >> endobj 1030 0 obj << /K [1031 0 R 1032 0 R 1033 0 R 1034 0 R 1035 0 R 1036 0 R 1037 0 R 1038 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 1040 0 obj << /K [71] /S /Span /Type /StructElem /ActualText /P 1039 0 R /Pg 15 0 R >> endobj 1041 0 obj << /K [72] /S /Span /Type /StructElem /ActualText /P 1039 0 R /Pg 15 0 R >> endobj 1042 0 obj << /K [73] /S /Span /Type /StructElem /ActualText (empresa tem acesso aos dados relativos ao descontentamento dos clie) /P 1039 0 R /Pg 15 0 R >> endobj 1043 0 obj << /K [74] /S /Span /Type /StructElem /ActualText /P 1039 0 R /Pg 15 0 R >> endobj 1044 0 obj << /K [75] /S /Span /Type /StructElem /ActualText /P 1039 0 R /Pg 15 0 R >> endobj 1045 0 obj << /K [76] /S /Span /Type /StructElem /ActualText ( ) /P 1039 0 R /Pg 15 0 R >> endobj 1039 0 obj << /K [1040 0 R 1041 0 R 1042 0 R 1043 0 R 1044 0 R 1045 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 1047 0 obj << /K [77] /S /Span /Type /StructElem /ActualText /P 1046 0 R /Pg 15 0 R >> endobj 1048 0 obj << /K [78] /S /Span /Type /StructElem /ActualText /P 1046 0 R /Pg 15 0 R >> endobj 1049 0 obj << /K [79] /S /Span /Type /StructElem /ActualText (websites) /P 1046 0 R /Pg 15 0 R >> endobj 1050 0 obj << /K [80] /S /Span /Type /StructElem /ActualText ( ) /P 1046 0 R /Pg 15 0 R >> endobj 1051 0 obj << /K [81] /S /Span /Type /StructElem /ActualText (se mostram como um me) /P 1046 0 R /Pg 15 0 R >> endobj 1052 0 obj << /K [82] /S /Span /Type /StructElem /ActualText (io interessante para que sejam ) /P 1046 0 R /Pg 15 0 R >> endobj 1053 0 obj << /K [83] /S /Span /Type /StructElem /ActualText /P 1046 0 R /Pg 15 0 R >> endobj 1054 0 obj << /K [84] /S /Span /Type /StructElem /ActualText ( ) /P 1046 0 R /Pg 15 0 R >> endobj 1046 0 obj << /K [1047 0 R 1048 0 R 1049 0 R 1050 0 R 1051 0 R 1052 0 R 1053 0 R 1054 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 1056 0 obj << /K [0] /S /Span /Type /StructElem /ActualText ( ) /P 1055 0 R /Pg 16 0 R >> endobj 1055 0 obj << /K [1056 0 R] /S /H1 /Type /StructElem /P 96 0 R >> endobj 1058 0 obj << /K [1] /S /Span /Type /StructElem /ActualText (Referencias) /P 1057 0 R /Pg 16 0 R >> endobj 1059 0 obj << /K [2] /S /Span /Type /StructElem /ActualText ( ) /P 1057 0 R /Pg 16 0 R >> endobj 1057 0 obj << /K [1058 0 R 1059 0 R] /S /H1 /Type /StructElem /P 96 0 R >> endobj 1061 0 obj << /K [3] /S /Span /Type /StructElem /ActualText (ADMINISTRADORES) /P 1060 0 R /Pg 16 0 R >> endobj 1062 0 obj << /K [4] /S /Span /Type /StructElem /ActualText (. ) /P 1060 0 R /Pg 16 0 R >> endobj 1063 0 obj << /K [5] /S /Span /Type /StructElem /ActualText /P 1060 0 R /Pg 16 0 R >> endobj 1064 0 obj << /K [6] /S /Span /Type /StructElem /ActualText (. ) /P 1060 0 R /Pg 16 0 R >> endobj 1065 0 obj << /K [7] /S /Span /Type /StructElem /ActualText /P 1060 0 R /Pg 16 0 R >> endobj 1066 0 obj << /K [8] /S /Span /Type /StructElem /ActualText (em ) /P 1060 0 R /Pg 16 0 R >> endobj 1067 0 obj << /K [9] /S /Span /Type /StructElem /ActualText (<) /P 1060 0 R /Pg 16 0 R >> endobj 1069 0 obj << /Type /OBJR /Obj 81 0 R /Pg 16 0 R >> endobj 1070 0 obj << /Type /OBJR /Obj 82 0 R /Pg 16 0 R >> endobj 1071 0 obj << /K [10] /S /Span /Type /StructElem /ActualText (http://www.administradores.com.br/producao) /P 1068 0 R /Pg 16 0 R >> endobj 1072 0 obj << /K [11] /S /Span /Type /StructElem /ActualText (-) /P 1068 0 R /Pg 16 0 R >> endobj 1073 0 obj << /K [12] /S /Span /Type /StructElem /ActualText (academica/as) /P 1068 0 R /Pg 16 0 R >> endobj 1074 0 obj << /K [13] /S /Span /Type /StructElem /ActualText (-) /P 1068 0 R /Pg 16 0 R >> endobj 1075 0 obj << /K [14] /S /Span /Type /StructElem /ActualText (aplicacoes) /P 1068 0 R /Pg 16 0 R >> endobj 1076 0 obj << /K [15] /S /Span /Type /StructElem /ActualText (-) /P 1068 0 R /Pg 16 0 R >> endobj 1077 0 obj << /K [16] /S /Span /Type /StructElem /ActualText (da) /P 1068 0 R /Pg 16 0 R >> endobj 1078 0 obj << /K [17] /S /Span /Type /StructElem /ActualText (-) /P 1068 0 R /Pg 16 0 R >> endobj 1079 0 obj << /K [18] /S /Span /Type /StructElem /ActualText (tecnologia) /P 1068 0 R /Pg 16 0 R >> endobj 1080 0 obj << /K [19] /S /Span /Type /StructElem /ActualText (-) /P 1068 0 R /Pg 16 0 R >> endobj 1081 0 obj << /K [20] /S /Span /Type /StructElem /ActualText (da) /P 1068 0 R /Pg 16 0 R >> endobj 1082 0 obj << /K [21] /S /Span /Type /StructElem /ActualText (-) /P 1068 0 R /Pg 16 0 R >> endobj 1083 0 obj << /K [22] /S /Span /Type /StructElem /ActualText (informacao) /P 1068 0 R /Pg 16 0 R >> endobj 1084 0 obj << /K [23] /S /Span /Type /StructElem /ActualText (-) /P 1068 0 R /Pg 16 0 R >> endobj 1085 0 obj << /K [24] /S /Span /Type /StructElem /ActualText (na) /P 1068 0 R /Pg 16 0 R >> endobj 1086 0 obj << /K [25] /S /Span /Type /StructElem /ActualText (-) /P 1068 0 R /Pg 16 0 R >> endobj 1087 0 obj << /K [26] /S /Span /Type /StructElem /P 1068 0 R /Pg 16 0 R >> endobj 1088 0 obj << /K [27] /S /Span /Type /StructElem /ActualText (logistica/3122/) /P 1068 0 R /Pg 16 0 R >> endobj 1068 0 obj << /K [1069 0 R 1070 0 R 1071 0 R 1072 0 R 1073 0 R 1074 0 R 1075 0 R 1076 0 R 1077 0 R 1078 0 R 1079 0 R 1080 0 R 1081 0 R 1082 0 R 1083 0 R 1084 0 R 1085 0 R 1086 0 R 1087 0 R 1088 0 R] /S /Link /Type /StructElem /P 1060 0 R /Pg 16 0 R >> endobj 1089 0 obj << /K [28] /S /Span /Type /StructElem /ActualText (>) /P 1060 0 R /Pg 16 0 R >> endobj 1090 0 obj << /K [29] /S /Span /Type /StructElem /ActualText ( ) /P 1060 0 R /Pg 16 0 R >> endobj 1091 0 obj << /K [30] /S /Span /Type /StructElem /ActualText (Acesso em 28. dez. 2014.) /P 1060 0 R /Pg 16 0 R >> endobj 1092 0 obj << /K [31] /S /Span /Type /StructElem /ActualText ( ) /P 1060 0 R /Pg 16 0 R >> endobj 1093 0 obj << /K [32] /S /Span /Type /StructElem /P 1060 0 R /Pg 16 0 R >> endobj 1060 0 obj << /K [1061 0 R 1062 0 R 1063 0 R 1064 0 R 1065 0 R 1066 0 R 1067 0 R 1068 0 R 1089 0 R 1090 0 R 1091 0 R 1092 0 R 1093 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 1095 0 obj << /K [33] /S /Span /Type /StructElem /ActualText (BELLUZZO, R. C. B.; MACEDO) /P 1094 0 R /Pg 16 0 R >> endobj 1096 0 obj << /K [34] /S /Span /Type /StructElem /ActualText (, N. D. de.) /P 1094 0 R /Pg 16 0 R >> endobj 1097 0 obj << /K [35] /S /Span /Type /StructElem /ActualText ( ) /P 1094 0 R /Pg 16 0 R >> endobj 1098 0 obj << /K [36] /S /Span /Type /StructElem /ActualText /P 1094 0 R /Pg 16 0 R >> endobj 1099 0 obj << /K [37] /S /Span /Type /StructElem /ActualText ( ) /P 1094 0 R /Pg 16 0 R >> endobj 1100 0 obj << /K [38] /S /Span /Type /StructElem /ActualText /P 1094 0 R /Pg 16 0 R >> endobj 1101 0 obj << /K [39] /S /Span /Type /StructElem /ActualText /P 1094 0 R /Pg 16 0 R >> endobj 1102 0 obj << /K [40] /S /Span /Type /StructElem /ActualText (1993, v.22,n.2, p.124) /P 1094 0 R /Pg 16 0 R >> endobj 1103 0 obj << /K [41] /S /Span /Type /StructElem /ActualText (-) /P 1094 0 R /Pg 16 0 R >> endobj 1104 0 obj << /K [42] /S /Span /Type /StructElem /ActualText (32, mai/ago) /P 1094 0 R /Pg 16 0 R >> endobj 1105 0 obj << /K [43] /S /Span /Type /StructElem /ActualText (.) /P 1094 0 R /Pg 16 0 R >> endobj 1106 0 obj << /K [44] /S /Span /Type /StructElem /ActualText ( ) /P 1094 0 R /Pg 16 0 R >> endobj 1094 0 obj << /K [1095 0 R 1096 0 R 1097 0 R 1098 0 R 1099 0 R 1100 0 R 1101 0 R 1102 0 R 1103 0 R 1104 0 R 1105 0 R 1106 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 1108 0 obj << /K [45] /S /Span /Type /StructElem /ActualText /P 1107 0 R /Pg 16 0 R >> endobj 1109 0 obj << /K [46] /S /Span /Type /StructElem /ActualText ( ) /P 1107 0 R /Pg 16 0 R >> endobj 1110 0 obj << /K [47] /S /Span /Type /StructElem /ActualText /P 1107 0 R /Pg 16 0 R >> endobj 1111 0 obj << /K [48] /S /Span /Type /StructElem /ActualText (qualida) /P 1107 0 R /Pg 16 0 R >> endobj 1112 0 obj << /K [49] /S /Span /Type /StructElem /ActualText /P 1107 0 R /Pg 16 0 R >> endobj 1113 0 obj << /K [50] /S /Span /Type /StructElem /ActualText ( ) /P 1107 0 R /Pg 16 0 R >> endobj 1114 0 obj << /K [51] /S /Span /Type /StructElem /ActualText (O caso de um supermercado de pequeno porte. Qualit@s ) /P 1107 0 R /Pg 16 0 R >> endobj 1115 0 obj << /K [52] /S /Span /Type /StructElem /ActualText (-) /P 1107 0 R /Pg 16 0 R >> endobj 1116 0 obj << /K [53] /S /Span /Type /StructElem /ActualText ( ) /P 1107 0 R /Pg 16 0 R >> endobj 1117 0 obj << /K [54] /S /Span /Type /StructElem /ActualText /P 1107 0 R /Pg 16 0 R >> endobj 1118 0 obj << /K [55] /S /Span /Type /StructElem /ActualText (-) /P 1107 0 R /Pg 16 0 R >> endobj 1119 0 obj << /K [56] /S /Span /Type /StructElem /ActualText ( ) /P 1107 0 R /Pg 16 0 R >> endobj 1120 0 obj << /K [57] /S /Span /Type /StructElem /ActualText (ISSN ) /P 1107 0 R /Pg 16 0 R >> endobj 1121 0 obj << /K [58] /S /Span /Type /StructElem /ActualText (1677) /P 1107 0 R /Pg 16 0 R >> endobj 1122 0 obj << /K [59] /S /Span /Type /StructElem /ActualText (-) /P 1107 0 R /Pg 16 0 R >> endobj 1123 0 obj << /K [60] /S /Span /Type /StructElem /ActualText ( ) /P 1107 0 R /Pg 16 0 R >> endobj 1124 0 obj << /K [61] /S /Span /Type /StructElem /ActualText (4280 ) /P 1107 0 R /Pg 16 0 R >> endobj 1125 0 obj << /K [62] /S /Span /Type /StructElem /ActualText (-) /P 1107 0 R /Pg 16 0 R >> endobj 1126 0 obj << /K [63] /S /Span /Type /StructElem /ActualText ( ) /P 1107 0 R /Pg 16 0 R >> endobj 1127 0 obj << /K [64] /S /Span /Type /StructElem /ActualText (Volume 3 ) /P 1107 0 R /Pg 16 0 R >> endobj 1128 0 obj << /K [65] /S /Span /Type /StructElem /ActualText (-) /P 1107 0 R /Pg 16 0 R >> endobj 1129 0 obj << /K [66] /S /Span /Type /StructElem /ActualText ( ) /P 1107 0 R /Pg 16 0 R >> endobj 1130 0 obj << /K [67] /S /Span /Type /StructElem /ActualText /P 1107 0 R /Pg 16 0 R >> endobj 1131 0 obj << /K [68] /S /Span /Type /StructElem /ActualText (-) /P 1107 0 R /Pg 16 0 R >> endobj 1132 0 obj << /K [69] /S /Span /Type /StructElem /ActualText (13) /P 1107 0 R /Pg 16 0 R >> endobj 1133 0 obj << /K [70] /S /Span /Type /StructElem /ActualText ( ) /P 1107 0 R /Pg 16 0 R >> endobj 1107 0 obj << /K [1108 0 R 1109 0 R 1110 0 R 1111 0 R 1112 0 R 1113 0 R 1114 0 R 1115 0 R 1116 0 R 1117 0 R 1118 0 R 1119 0 R 1120 0 R 1121 0 R 1122 0 R 1123 0 R 1124 0 R 1125 0 R 1126 0 R 1127 0 R 1128 0 R 1129 0 R 1130 0 R 1131 0 R 1132 0 R 1133 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 1135 0 obj << /K [71] /S /Span /Type /StructElem /ActualText (CERVO, A. L.; BERVIAN, P. A.) /P 1134 0 R /Pg 16 0 R >> endobj 1136 0 obj << /K [72] /S /Span /Type /StructElem /ActualText ( ) /P 1134 0 R /Pg 16 0 R >> endobj 1137 0 obj << /K [73] /S /Span /Type /StructElem /ActualText /P 1134 0 R /Pg 16 0 R >> endobj 1138 0 obj << /K [74] /S /Span /Type /StructElem /ActualText (. ) /P 1134 0 R /Pg 16 0 R >> endobj 1139 0 obj << /K [75] /S /Span /Type /StructElem /ActualText /P 1134 0 R /Pg 16 0 R >> endobj 1140 0 obj << /K [76] /S /Span /Type /StructElem /ActualText (, ) /P 1134 0 R /Pg 16 0 R >> endobj 1141 0 obj << /K [77] /S /Span /Type /StructElem /ActualText (2002.) /P 1134 0 R /Pg 16 0 R >> endobj 1142 0 obj << /K [78] /S /Span /Type /StructElem /ActualText ( ) /P 1134 0 R /Pg 16 0 R >> endobj 1134 0 obj << /K [1135 0 R 1136 0 R 1137 0 R 1138 0 R 1139 0 R 1140 0 R 1141 0 R 1142 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 1144 0 obj << /K [79] /S /Span /Type /StructElem /ActualText (DEDRICK, J.,) /P 1143 0 R /Pg 16 0 R >> endobj 1145 0 obj << /K [80] /S /Span /Type /StructElem /ActualText ( ) /P 1143 0 R /Pg 16 0 R >> endobj 1146 0 obj << /K [81] /S /Span /Type /StructElem /ActualText (et al) /P 1143 0 R /Pg 16 0 R >> endobj 1147 0 obj << /K [82] /S /Span /Type /StructElem /ActualText (.) /P 1143 0 R /Pg 16 0 R >> endobj 1148 0 obj << /K [83] /S /Span /Type /StructElem /ActualText ( ) /P 1143 0 R /Pg 16 0 R >> endobj 1149 0 obj << /K [84] /S /Span /Type /StructElem /ActualText (Information Technology and Economic Performance:) /P 1143 0 R /Pg 16 0 R >> endobj 1150 0 obj << /K [85] /S /Span /Type /StructElem /ActualText ( ) /P 1143 0 R /Pg 16 0 R >> endobj 1151 0 obj << /K [86] /S /Span /Type /StructElem /ActualText (A Critical Review of the Empirical ) /P 1143 0 R /Pg 16 0 R >> endobj 1152 0 obj << /K [87] /S /Span /Type /StructElem /ActualText (Evidence. ) /P 1143 0 R /Pg 16 0 R >> endobj 1153 0 obj << /K [88] /S /Span /Type /StructElem /ActualText (ACM Computing Surveys, ) /P 1143 0 R /Pg 16 0 R >> endobj 1154 0 obj << /K [89] /S /Span /Type /StructElem /ActualText (2003. ) /P 1143 0 R /Pg 16 0 R >> endobj 1155 0 obj << /K [90] /S /Span /Type /StructElem /ActualText (v.35, n.1, p.1) /P 1143 0 R /Pg 16 0 R >> endobj 1156 0 obj << /K [91] /S /Span /Type /StructElem /ActualText (-) /P 1143 0 R /Pg 16 0 R >> endobj 1157 0 obj << /K [92] /S /Span /Type /StructElem /ActualText (28.) /P 1143 0 R /Pg 16 0 R >> endobj 1158 0 obj << /K [93] /S /Span /Type /StructElem /ActualText ( ) /P 1143 0 R /Pg 16 0 R >> endobj 1143 0 obj << /K [1144 0 R 1145 0 R 1146 0 R 1147 0 R 1148 0 R 1149 0 R 1150 0 R 1151 0 R 1152 0 R 1153 0 R 1154 0 R 1155 0 R 1156 0 R 1157 0 R 1158 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 1160 0 obj << /K [94] /S /Span /Type /StructElem /ActualText (FITZSIMMONS, J. A.; FITZSIMMONS, M.) /P 1159 0 R /Pg 16 0 R >> endobj 1161 0 obj << /K [95] /S /Span /Type /StructElem /ActualText ( ) /P 1159 0 R /Pg 16 0 R >> endobj 1162 0 obj << /K [96] /S /Span /Type /StructElem /ActualText /P 1159 0 R /Pg 16 0 R >> endobj 1163 0 obj << /K [97] /S /Span /Type /StructElem /ActualText ( ) /P 1159 0 R /Pg 16 0 R >> endobj 1164 0 obj << /K [98] /S /Span /Type /StructElem /ActualText /P 1159 0 R /Pg 16 0 R >> endobj 1165 0 obj << /K [99] /S /Span /Type /StructElem /ActualText /P 1159 0 R /Pg 16 0 R >> endobj 1166 0 obj << /K [100] /S /Span /Type /StructElem /ActualText /P 1159 0 R /Pg 16 0 R >> endobj 1167 0 obj << /K [101] /S /Span /Type /StructElem /ActualText (ed. Porto Alegre: Bookman, 2000.) /P 1159 0 R /Pg 16 0 R >> endobj 1168 0 obj << /K [102] /S /Span /Type /StructElem /ActualText ( ) /P 1159 0 R /Pg 16 0 R >> endobj 1159 0 obj << /K [1160 0 R 1161 0 R 1162 0 R 1163 0 R 1164 0 R 1165 0 R 1166 0 R 1167 0 R 1168 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 1170 0 obj << /K [103] /S /Span /Type /StructElem /ActualText (GIANESI, I. G. N.; CORREA, H. L.) /P 1169 0 R /Pg 16 0 R >> endobj 1171 0 obj << /K [104] /S /Span /Type /StructElem /ActualText ( ) /P 1169 0 R /Pg 16 0 R >> endobj 1172 0 obj << /K [105] /S /Span /Type /StructElem /ActualText /P 1169 0 R /Pg 16 0 R >> endobj 1173 0 obj << /K [106] /S /Span /Type /StructElem /ActualText (cliente.) /P 1169 0 R /Pg 16 0 R >> endobj 1174 0 obj << /K [107] /S /Span /Type /StructElem /ActualText ( ) /P 1169 0 R /Pg 16 0 R >> endobj 1175 0 obj << /K [108] /S /Span /Type /StructElem /ActualText /P 1169 0 R /Pg 16 0 R >> endobj 1176 0 obj << /K [109] /S /Span /Type /StructElem /ActualText ( ) /P 1169 0 R /Pg 16 0 R >> endobj 1169 0 obj << /K [1170 0 R 1171 0 R 1172 0 R 1173 0 R 1174 0 R 1175 0 R 1176 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 1178 0 obj << /K [110] /S /Span /Type /StructElem /ActualText (GIL, A. C. ) /P 1177 0 R /Pg 16 0 R >> endobj 1179 0 obj << /K [111] /S /Span /Type /StructElem /ActualText ( ) /P 1177 0 R /Pg 16 0 R >> endobj 1180 0 obj << /K [112] /S /Span /Type /StructElem /ActualText /P 1177 0 R /Pg 16 0 R >> endobj 1181 0 obj << /K [113] /S /Span /Type /StructElem /ActualText (. ) /P 1177 0 R /Pg 16 0 R >> endobj 1182 0 obj << /K [114] /S /Span /Type /StructElem /ActualText /P 1177 0 R /Pg 16 0 R >> endobj 1183 0 obj << /K [115] /S /Span /Type /StructElem /ActualText ( ) /P 1177 0 R /Pg 16 0 R >> endobj 1177 0 obj << /K [1178 0 R 1179 0 R 1180 0 R 1181 0 R 1182 0 R 1183 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 1185 0 obj << /K [116] /S /Span /Type /StructElem /ActualText (GRIE) /P 1184 0 R /Pg 16 0 R >> endobj 1186 0 obj << /K [117] /S /Span /Type /StructElem /ActualText (GER, M.) /P 1184 0 R /Pg 16 0 R >> endobj 1187 0 obj << /K [118] /S /Span /Type /StructElem /ActualText ( ) /P 1184 0 R /Pg 16 0 R >> endobj 1188 0 obj << /K [119] /S /Span /Type /StructElem /ActualText (Electronic marketplaces:) /P 1184 0 R /Pg 16 0 R >> endobj 1189 0 obj << /K [120] /S /Span /Type /StructElem /ActualText ( ) /P 1184 0 R /Pg 16 0 R >> endobj 1190 0 obj << /K [121] /S /Span /Type /StructElem /ActualText (A litera) /P 1184 0 R /Pg 16 0 R >> endobj 1191 0 obj << /K [122] /S /Span /Type /StructElem /ActualText (ture review and a call for supply chain management research. ) /P 1184 0 R /Pg 16 0 R >> endobj 1192 0 obj << /K [123] /S /Span /Type /StructElem /ActualText (European Journal of Operational Research.) /P 1184 0 R /Pg 16 0 R >> endobj 1193 0 obj << /K [124] /S /Span /Type /StructElem /ActualText ( ) /P 1184 0 R /Pg 16 0 R >> endobj 1194 0 obj << /K [125] /S /Span /Type /StructElem /ActualText (2003) /P 1184 0 R /Pg 16 0 R >> endobj 1195 0 obj << /K [126] /S /Span /Type /StructElem /ActualText (. ) /P 1184 0 R /Pg 16 0 R >> endobj 1196 0 obj << /K [127] /S /Span /Type /StructElem /ActualText (Vol. 144, p. 280) /P 1184 0 R /Pg 16 0 R >> endobj 1197 0 obj << /K [128] /S /Span /Type /StructElem /ActualText /P 1184 0 R /Pg 16 0 R >> endobj 1198 0 obj << /K [129] /S /Span /Type /StructElem /ActualText (294) /P 1184 0 R /Pg 16 0 R >> endobj 1199 0 obj << /K [130] /S /Span /Type /StructElem /ActualText ( ) /P 1184 0 R /Pg 16 0 R >> endobj 1184 0 obj << /K [1185 0 R 1186 0 R 1187 0 R 1188 0 R 1189 0 R 1190 0 R 1191 0 R 1192 0 R 1193 0 R 1194 0 R 1195 0 R 1196 0 R 1197 0 R 1198 0 R 1199 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 1201 0 obj << /K [131] /S /Span /Type /StructElem /ActualText (GUNASEKARAN, A.) /P 1200 0 R /Pg 16 0 R >> endobj 1202 0 obj << /K [132] /S /Span /Type /StructElem /ActualText (, ) /P 1200 0 R /Pg 16 0 R >> endobj 1203 0 obj << /K [133] /S /Span /Type /StructElem /ActualText (et al) /P 1200 0 R /Pg 16 0 R >> endobj 1204 0 obj << /K [134] /S /Span /Type /StructElem /ActualText (.) /P 1200 0 R /Pg 16 0 R >> endobj 1205 0 obj << /K [135] /S /Span /Type /StructElem /ActualText ( ) /P 1200 0 R /Pg 16 0 R >> endobj 1206 0 obj << /K [136] /S /Span /Type /StructElem /ActualText (Information technology and systems justification:) /P 1200 0 R /Pg 16 0 R >> endobj 1207 0 obj << /K [137] /S /Span /Type /StructElem /ActualText ( ) /P 1200 0 R /Pg 16 0 R >> endobj 1208 0 obj << /K [138] /S /Span /Type /StructElem /ActualText (A review fo) /P 1200 0 R /Pg 16 0 R >> endobj 1209 0 obj << /K [139] /S /Span /Type /StructElem /ActualText (r research and ) /P 1200 0 R /Pg 16 0 R >> endobj 1210 0 obj << /K [140] /S /Span /Type /StructElem /ActualText (applications. ) /P 1200 0 R /Pg 16 0 R >> endobj 1211 0 obj << /K [141] /S /Span /Type /StructElem /ActualText (European Journal of Operational Research, ) /P 1200 0 R /Pg 16 0 R >> endobj 1212 0 obj << /K [142] /S /Span /Type /StructElem /ActualText (2006, ) /P 1200 0 R /Pg 16 0 R >> endobj 1213 0 obj << /K [143] /S /Span /Type /StructElem /ActualText (v.173, p.957) /P 1200 0 R /Pg 16 0 R >> endobj 1214 0 obj << /K [144] /S /Span /Type /StructElem /ActualText (-) /P 1200 0 R /Pg 16 0 R >> endobj 1215 0 obj << /K [145] /S /Span /Type /StructElem /ActualText (983.) /P 1200 0 R /Pg 16 0 R >> endobj 1216 0 obj << /K [146] /S /Span /Type /StructElem /ActualText (.) /P 1200 0 R /Pg 16 0 R >> endobj 1217 0 obj << /K [147] /S /Span /Type /StructElem /ActualText ( ) /P 1200 0 R /Pg 16 0 R >> endobj 1200 0 obj << /K [1201 0 R 1202 0 R 1203 0 R 1204 0 R 1205 0 R 1206 0 R 1207 0 R 1208 0 R 1209 0 R 1210 0 R 1211 0 R 1212 0 R 1213 0 R 1214 0 R 1215 0 R 1216 0 R 1217 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 1219 0 obj << /K [148] /S /Span /Type /StructElem /ActualText (KENSKI, V. M.) /P 1218 0 R /Pg 16 0 R >> endobj 1220 0 obj << /K [149] /S /Span /Type /StructElem /ActualText ( ) /P 1218 0 R /Pg 16 0 R >> endobj 1221 0 obj << /K [150] /S /Span /Type /StructElem /ActualText /P 1218 0 R /Pg 16 0 R >> endobj 1222 0 obj << /K [151] /S /Span /Type /StructElem /ActualText ( ) /P 1218 0 R /Pg 16 0 R >> endobj 1223 0 obj << /K [152] /S /Span /Type /StructElem /ActualText (Campinas, SP:Papirus, 2008. p. 18) /P 1218 0 R /Pg 16 0 R >> endobj 1224 0 obj << /K [153] /S /Span /Type /StructElem /ActualText ( ) /P 1218 0 R /Pg 16 0 R >> endobj 1218 0 obj << /K [1219 0 R 1220 0 R 1221 0 R 1222 0 R 1223 0 R 1224 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 1226 0 obj << /K [154] /S /Span /Type /StructElem /ActualText (KOTLER, P.) /P 1225 0 R /Pg 16 0 R >> endobj 1227 0 obj << /K [155] /S /Span /Type /StructElem /ActualText ( ) /P 1225 0 R /Pg 16 0 R >> endobj 1228 0 obj << /K [156] /S /Span /Type /StructElem /ActualText /P 1225 0 R /Pg 16 0 R >> endobj 1229 0 obj << /K [157] /S /Span /Type /StructElem /ActualText ( ) /P 1225 0 R /Pg 16 0 R >> endobj 1230 0 obj << /K [158] /S /Span /Type /StructElem /ActualText /P 1225 0 R /Pg 16 0 R >> endobj 1231 0 obj << /K [159] /S /Span /Type /StructElem /ActualText /P 1225 0 R /Pg 16 0 R >> endobj 1232 0 obj << /K [160] /S /Span /Type /StructElem /ActualText /P 1225 0 R /Pg 16 0 R >> endobj 1233 0 obj << /K [161] /S /Span /Type /StructElem /ActualText (Atlas, 1995.) /P 1225 0 R /Pg 16 0 R >> endobj 1234 0 obj << /K [162] /S /Span /Type /StructElem /ActualText ( ) /P 1225 0 R /Pg 16 0 R >> endobj 1225 0 obj << /K [1226 0 R 1227 0 R 1228 0 R 1229 0 R 1230 0 R 1231 0 R 1232 0 R 1233 0 R 1234 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 1236 0 obj << /K [163] /S /Span /Type /StructElem /ActualText (KOTLER, P.) /P 1235 0 R /Pg 16 0 R >> endobj 1237 0 obj << /K [164] /S /Span /Type /StructElem /ActualText ( ) /P 1235 0 R /Pg 16 0 R >> endobj 1238 0 obj << /K [165] /S /Span /Type /StructElem /ActualText /P 1235 0 R /Pg 16 0 R >> endobj 1239 0 obj << /K [166] /S /Span /Type /StructElem /ActualText ( ) /P 1235 0 R /Pg 16 0 R >> endobj 1240 0 obj << /K [167] /S /Span /Type /StructElem /ActualText /P 1235 0 R /Pg 16 0 R >> endobj 1241 0 obj << /K [168] /S /Span /Type /StructElem /ActualText /P 1235 0 R /Pg 16 0 R >> endobj 1242 0 obj << /K [169] /S /Span /Type /StructElem /ActualText (Atlas, 725p, 1998.) /P 1235 0 R /Pg 16 0 R >> endobj 1243 0 obj << /K [170] /S /Span /Type /StructElem /ActualText ( ) /P 1235 0 R /Pg 16 0 R >> endobj 1235 0 obj << /K [1236 0 R 1237 0 R 1238 0 R 1239 0 R 1240 0 R 1241 0 R 1242 0 R 1243 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 1245 0 obj << /K [171] /S /Span /Type /StructElem /ActualText (KOTLER, P.) /P 1244 0 R /Pg 16 0 R >> endobj 1246 0 obj << /K [172] /S /Span /Type /StructElem /ActualText ( ) /P 1244 0 R /Pg 16 0 R >> endobj 1247 0 obj << /K [173] /S /Span /Type /StructElem /ActualText /P 1244 0 R /Pg 16 0 R >> endobj 1248 0 obj << /K [174] /S /Span /Type /StructElem /ActualText ( ) /P 1244 0 R /Pg 16 0 R >> endobj 1249 0 obj << /K [175] /S /Span /Type /StructElem /ActualText /P 1244 0 R /Pg 16 0 R >> endobj 1250 0 obj << /K [176] /S /Span /Type /StructElem /ActualText (co) /P 1244 0 R /Pg 16 0 R >> endobj 1251 0 obj << /K [177] /S /Span /Type /StructElem /ActualText /P 1244 0 R /Pg 16 0 R >> endobj 1252 0 obj << /K [178] /S /Span /Type /StructElem /ActualText (Paulo: Atlas, 2001.) /P 1244 0 R /Pg 16 0 R >> endobj 1253 0 obj << /K [179] /S /Span /Type /StructElem /ActualText ( ) /P 1244 0 R /Pg 16 0 R >> endobj 1244 0 obj << /K [1245 0 R 1246 0 R 1247 0 R 1248 0 R 1249 0 R 1250 0 R 1251 0 R 1252 0 R 1253 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 1255 0 obj << /K [180] /S /Span /Type /StructElem /ActualText (KOTLER, P.) /P 1254 0 R /Pg 16 0 R >> endobj 1256 0 obj << /K [181] /S /Span /Type /StructElem /ActualText ( ) /P 1254 0 R /Pg 16 0 R >> endobj 1257 0 obj << /K [182] /S /Span /Type /StructElem /ActualText /P 1254 0 R /Pg 16 0 R >> endobj 1258 0 obj << /K [183] /S /Span /Type /StructElem /ActualText ( ) /P 1254 0 R /Pg 16 0 R >> endobj 1259 0 obj << /K [184] /S /Span /Type /StructElem /ActualText /P 1254 0 R /Pg 16 0 R >> endobj 1260 0 obj << /K [185] /S /Span /Type /StructElem /ActualText (SP:Prentice Hall, 2000.) /P 1254 0 R /Pg 16 0 R >> endobj 1261 0 obj << /K [186] /S /Span /Type /StructElem /ActualText ( ) /P 1254 0 R /Pg 16 0 R >> endobj 1254 0 obj << /K [1255 0 R 1256 0 R 1257 0 R 1258 0 R 1259 0 R 1260 0 R 1261 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 1263 0 obj << /K [187] /S /Span /Type /StructElem /ActualText (KUECHLER JUNIOR, W.; VAISHNAVI, V. K. & KUECHLER, D) /P 1262 0 R /Pg 16 0 R >> endobj 1264 0 obj << /K [188] /S /Span /Type /StructElem /ActualText (.) /P 1262 0 R /Pg 16 0 R >> endobj 1265 0 obj << /K [189] /S /Span /Type /StructElem /ActualText ( ) /P 1262 0 R /Pg 16 0 R >> endobj 1266 0 obj << /K [190] /S /Span /Type /StructElem /ActualText (Supporting optimization of business) /P 1262 0 R /Pg 16 0 R >> endobj 1267 0 obj << /K [191] /S /Span /Type /StructElem /ActualText (-) /P 1262 0 R /Pg 16 0 R >> endobj 1268 0 obj << /K [192] /S /Span /Type /StructElem /ActualText (tobusiness e) /P 1262 0 R /Pg 16 0 R >> endobj 1269 0 obj << /K [193] /S /Span /Type /StructElem /ActualText (-) /P 1262 0 R /Pg 16 0 R >> endobj 1270 0 obj << /K [194] /S /Span /Type /StructElem /ActualText (commerce relationships) /P 1262 0 R /Pg 16 0 R >> endobj 1271 0 obj << /K [195] /S /Span /Type /StructElem /ActualText (.) /P 1262 0 R /Pg 16 0 R >> endobj 1272 0 obj << /K [196] /S /Span /Type /StructElem /ActualText ( ) /P 1262 0 R /Pg 16 0 R >> endobj 1273 0 obj << /K [197] /S /Span /Type /StructElem /ActualText (Decision Support Systems. Vol. 31) /P 1262 0 R /Pg 16 0 R >> endobj 1274 0 obj << /K [198] /S /Span /Type /StructElem /ActualText (, ) /P 1262 0 R /Pg 16 0 R >> endobj 1275 0 obj << /K [199] /S /Span /Type /StructElem /ActualText (2001) /P 1262 0 R /Pg 16 0 R >> endobj 1276 0 obj << /K [200] /S /Span /Type /StructElem /ActualText (, p. 363) /P 1262 0 R /Pg 16 0 R >> endobj 1277 0 obj << /K [201] /S /Span /Type /StructElem /ActualText (-) /P 1262 0 R /Pg 16 0 R >> endobj 1278 0 obj << /K [202] /S /Span /Type /StructElem /ActualText (377.) /P 1262 0 R /Pg 16 0 R >> endobj 1279 0 obj << /K [203] /S /Span /Type /StructElem /ActualText ( ) /P 1262 0 R /Pg 16 0 R >> endobj 1262 0 obj << /K [1263 0 R 1264 0 R 1265 0 R 1266 0 R 1267 0 R 1268 0 R 1269 0 R 1270 0 R 1271 0 R 1272 0 R 1273 0 R 1274 0 R 1275 0 R 1276 0 R 1277 0 R 1278 0 R 1279 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 1281 0 obj << /K [204] /S /Span /Type /StructElem /ActualText (LAS CASAS, A. L.) /P 1280 0 R /Pg 16 0 R >> endobj 1282 0 obj << /K [205] /S /Span /Type /StructElem /ActualText ( ) /P 1280 0 R /Pg 16 0 R >> endobj 1283 0 obj << /K [206] /S /Span /Type /StructElem /ActualText /P 1280 0 R /Pg 16 0 R >> endobj 1284 0 obj << /K [207] /S /Span /Type /StructElem /ActualText (. 6. ed. ) /P 1280 0 R /Pg 16 0 R >> endobj 1285 0 obj << /K [208] /S /Span /Type /StructElem /ActualText /P 1280 0 R /Pg 16 0 R >> endobj 1286 0 obj << /K [209] /S /Span /Type /StructElem /ActualText (, ) /P 1280 0 R /Pg 16 0 R >> endobj 1287 0 obj << /K [210] /S /Span /Type /StructElem /ActualText (2008) /P 1280 0 R /Pg 16 0 R >> endobj 1288 0 obj << /K [211] /S /Span /Type /StructElem /ActualText ( ) /P 1280 0 R /Pg 16 0 R >> endobj 1280 0 obj << /K [1281 0 R 1282 0 R 1283 0 R 1284 0 R 1285 0 R 1286 0 R 1287 0 R 1288 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 1290 0 obj << /K [212] /S /Span /Type /StructElem /ActualText (LEDERER, A., MICHANDANI, D. A.; ) /P 1289 0 R /Pg 16 0 R >> endobj 1291 0 obj << /K [213] /S /Span /Type /StructElem /ActualText (SIMS, K.) /P 1289 0 R /Pg 16 0 R >> endobj 1292 0 obj << /K [214] /S /Span /Type /StructElem /ActualText ( ) /P 1289 0 R /Pg 16 0 R >> endobj 1293 0 obj << /K [215] /S /Span /Type /StructElem /ActualText (Using WISs to enhance competitiveness.Communications ) /P 1289 0 R /Pg 16 0 R >> endobj 1294 0 obj << /K [216] /S /Span /Type /StructElem /ActualText (of the ACM) /P 1289 0 R /Pg 16 0 R >> endobj 1295 0 obj << /K [217] /S /Span /Type /StructElem /ActualText (.) /P 1289 0 R /Pg 16 0 R >> endobj 1296 0 obj << /K [218] /S /Span /Type /StructElem /ActualText ( ) /P 1289 0 R /Pg 16 0 R >> endobj 1297 0 obj << /K [219] /S /Span /Type /StructElem /ActualText (1998.) /P 1289 0 R /Pg 16 0 R >> endobj 1298 0 obj << /K [220] /S /Span /Type /StructElem /ActualText ( ) /P 1289 0 R /Pg 16 0 R >> endobj 1299 0 obj << /K [221] /S /Span /Type /StructElem /ActualText (Vol. 41, p. 94) /P 1289 0 R /Pg 16 0 R >> endobj 1300 0 obj << /K [222] /S /Span /Type /StructElem /ActualText (-) /P 1289 0 R /Pg 16 0 R >> endobj 1301 0 obj << /K [223] /S /Span /Type /StructElem /ActualText (95.) /P 1289 0 R /Pg 16 0 R >> endobj 1302 0 obj << /K [224] /S /Span /Type /StructElem /ActualText ( ) /P 1289 0 R /Pg 16 0 R >> endobj 1289 0 obj << /K [1290 0 R 1291 0 R 1292 0 R 1293 0 R 1294 0 R 1295 0 R 1296 0 R 1297 0 R 1298 0 R 1299 0 R 1300 0 R 1301 0 R 1302 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 1304 0 obj << /K [225] /S /Span /Type /StructElem /ActualText (L) /P 1303 0 R /Pg 16 0 R >> endobj 1305 0 obj << /K [226] /S /Span /Type /StructElem /ActualText /P 1303 0 R /Pg 16 0 R >> endobj 1306 0 obj << /K [227] /S /Span /Type /StructElem /ActualText ( ) /P 1303 0 R /Pg 16 0 R >> endobj 1307 0 obj << /K [228] /S /Span /Type /StructElem /ActualText /P 1303 0 R /Pg 16 0 R >> endobj 1308 0 obj << /K [229] /S /Span /Type /StructElem /ActualText (. ) /P 1303 0 R /Pg 16 0 R >> endobj 1309 0 obj << /K [230] /S /Span /Type /StructElem /ActualText (1. ed. S) /P 1303 0 R /Pg 16 0 R >> endobj 1310 0 obj << /K [231] /S /Span /Type /StructElem /ActualText /P 1303 0 R /Pg 16 0 R >> endobj 1311 0 obj << /K [232] /S /Span /Type /StructElem /ActualText (2012.) /P 1303 0 R /Pg 16 0 R >> endobj 1312 0 obj << /K [233] /S /Span /Type /StructElem /ActualText ( ) /P 1303 0 R /Pg 16 0 R >> endobj 1303 0 obj << /K [1304 0 R 1305 0 R 1306 0 R 1307 0 R 1308 0 R 1309 0 R 1310 0 R 1311 0 R 1312 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 1314 0 obj << /K [234] /S /Span /Type /StructElem /ActualText (LOVELOCK, C.; WRIGHT, L.) /P 1313 0 R /Pg 16 0 R >> endobj 1315 0 obj << /K [235] /S /Span /Type /StructElem /ActualText ( ) /P 1313 0 R /Pg 16 0 R >> endobj 1316 0 obj << /K [236] /S /Span /Type /StructElem /ActualText /P 1313 0 R /Pg 16 0 R >> endobj 1317 0 obj << /K [237] /S /Span /Type /StructElem /ActualText /P 1313 0 R /Pg 16 0 R >> endobj 1318 0 obj << /K [238] /S /Span /Type /StructElem /ActualText (2001, ) /P 1313 0 R /Pg 16 0 R >> endobj 1319 0 obj << /K [239] /S /Span /Type /StructElem /ActualText (416 p.) /P 1313 0 R /Pg 16 0 R >> endobj 1320 0 obj << /K [240] /S /Span /Type /StructElem /ActualText ( ) /P 1313 0 R /Pg 16 0 R >> endobj 1313 0 obj << /K [1314 0 R 1315 0 R 1316 0 R 1317 0 R 1318 0 R 1319 0 R 1320 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 1322 0 obj << /K [241] /S /Span /Type /StructElem /ActualText (MAJEWSKI, C. C.) /P 1321 0 R /Pg 16 0 R >> endobj 1323 0 obj << /K [242] /S /Span /Type /StructElem /ActualText ( ) /P 1321 0 R /Pg 16 0 R >> endobj 1324 0 obj << /K [243] /S /Span /Type /StructElem /ActualText /P 1321 0 R /Pg 16 0 R >> endobj 1325 0 obj << /K [244] /S /Span /Type /StructElem /ActualText (o Complexo ) /P 1321 0 R /Pg 16 0 R >> endobj 1326 0 obj << /K [245] /S /Span /Type /StructElem /ActualText /P 1321 0 R /Pg 16 0 R >> endobj 1327 0 obj << /K [246] /S /Span /Type /StructElem /ActualText (, 2003.) /P 1321 0 R /Pg 16 0 R >> endobj 1328 0 obj << /K [247] /S /Span /Type /StructElem /ActualText ( ) /P 1321 0 R /Pg 16 0 R >> endobj 1329 0 obj << /K [248] /S /Span /Type /StructElem /ActualText (Universidade Federal do Rio Grande do Sul.) /P 1321 0 R /Pg 16 0 R >> endobj 1330 0 obj << /K [249] /S /Span /Type /StructElem /ActualText ( ) /P 1321 0 R /Pg 16 0 R >> endobj 1321 0 obj << /K [1322 0 R 1323 0 R 1324 0 R 1325 0 R 1326 0 R 1327 0 R 1328 0 R 1329 0 R 1330 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 1332 0 obj << /K [250] /S /Span /Type /StructElem /ActualText (MONTEIRO, E.) /P 1331 0 R /Pg 16 0 R >> endobj 1333 0 obj << /K [251] /S /Span /Type /StructElem /ActualText ( ) /P 1331 0 R /Pg 16 0 R >> endobj 1334 0 obj << /K [252] /S /Span /Type /StructElem /ActualText ( ) /P 1331 0 R /Pg 16 0 R >> endobj 1335 0 obj << /K [253] /S /Span /Type /StructElem /ActualText (F.) /P 1331 0 R /Pg 16 0 R >> endobj 1336 0 obj << /K [254] /S /Span /Type /StructElem /ActualText ( ) /P 1331 0 R /Pg 16 0 R >> endobj 1337 0 obj << /K [255] /S /Span /Type /StructElem /ActualText (Metodologia de Pesquisa) /P 1331 0 R /Pg 16 0 R >> endobj 1338 0 obj << /K [256] /S /Span /Type /StructElem /ActualText (.) /P 1331 0 R /Pg 16 0 R >> endobj 1339 0 obj << /K [257] /S /Span /Type /StructElem /ActualText (.) /P 1331 0 R /Pg 16 0 R >> endobj 1340 0 obj << /K [258] /S /Span /Type /StructElem /ActualText (. Revista das Faculdades Santa ) /P 1331 0 R /Pg 16 0 R >> endobj 1341 0 obj << /K [259] /S /Span /Type /StructElem /ActualText (Cruz, v. 8, n. 1, janeiro/junho, ) /P 1331 0 R /Pg 16 0 R >> endobj 1342 0 obj << /K [260] /S /Span /Type /StructElem /ActualText (2010.) /P 1331 0 R /Pg 16 0 R >> endobj 1343 0 obj << /K [261] /S /Span /Type /StructElem /ActualText ( ) /P 1331 0 R /Pg 16 0 R >> endobj 1331 0 obj << /K [1332 0 R 1333 0 R 1334 0 R 1335 0 R 1336 0 R 1337 0 R 1338 0 R 1339 0 R 1340 0 R 1341 0 R 1342 0 R 1343 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 1345 0 obj << /K [262] /S /Span /Type /StructElem /ActualText (MORESI, E.) /P 1344 0 R /Pg 16 0 R >> endobj 1346 0 obj << /K [263] /S /Span /Type /StructElem /ActualText ( ) /P 1344 0 R /Pg 16 0 R >> endobj 1347 0 obj << /K [264] /S /Span /Type /StructElem /ActualText (Metodologia de pe) /P 1344 0 R /Pg 16 0 R >> endobj 1348 0 obj << /K [265] /S /Span /Type /StructElem /ActualText (squisa) /P 1344 0 R /Pg 16 0 R >> endobj 1349 0 obj << /K [266] /S /Span /Type /StructElem /ActualText (. 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L) /P 1383 0 R /Pg 16 0 R >> endobj 1386 0 obj << /K [297] /S /Span /Type /StructElem /ActualText (. ) /P 1383 0 R /Pg 16 0 R >> endobj 1387 0 obj << /K [298] /S /Span /Type /StructElem /ActualText (Satisfaction) /P 1383 0 R /Pg 16 0 R >> endobj 1388 0 obj << /K [299] /S /Span /Type /StructElem /ActualText (: a behavioral perspective on the consumer. ) /P 1383 0 R /Pg 16 0 R >> endobj 1389 0 obj << /K [300] /S /Span /Type /StructElem /ActualText (2. ed. New York: M.E. 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Universidade Federal do Rio Grande d) /P 1393 0 R /Pg 16 0 R >> endobj 1399 0 obj << /K [309] /S /Span /Type /StructElem /ActualText (o Sul, Mestrado Profissionalizante) /P 1393 0 R /Pg 16 0 R >> endobj 1400 0 obj << /K [310] /S /Span /Type /StructElem /ActualText (, 2002.) /P 1393 0 R /Pg 16 0 R >> endobj 1401 0 obj << /K [311] /S /Span /Type /StructElem /ActualText ( ) /P 1393 0 R /Pg 16 0 R >> endobj 1393 0 obj << /K [1394 0 R 1395 0 R 1396 0 R 1397 0 R 1398 0 R 1399 0 R 1400 0 R 1401 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 1403 0 obj << /K [312] /S /Span /Type /StructElem /ActualText (PERSKE, R. C. F.) /P 1402 0 R /Pg 16 0 R >> endobj 1404 0 obj << /K [313] /S /Span /Type /StructElem /ActualText ( ) /P 1402 0 R /Pg 16 0 R >> endobj 1405 0 obj << /K [314] /S /Span /Type /StructElem /ActualText /P 1402 0 R /Pg 16 0 R >> endobj 1406 0 obj << /K [315] /S /Span /Type /StructElem /ActualText (. ) /P 1402 0 R /Pg 16 0 R >> endobj 1407 0 obj << /K [316] /S /Span /Type /StructElem /ActualText /P 1402 0 R /Pg 16 0 R >> endobj 1408 0 obj << /K [317] /S /Span /Type /StructElem /ActualText /P 1402 0 R /Pg 16 0 R >> endobj 1409 0 obj << /K [318] /S /Span /Type /StructElem /ActualText ( ) /P 1402 0 R /Pg 16 0 R >> endobj 1410 0 obj << /K [319] /S /Span /Type /StructElem /ActualText /P 1402 0 R /Pg 16 0 R >> endobj 1411 0 obj << /K [320] /S /Span /Type /StructElem /ActualText (-) /P 1402 0 R /Pg 16 0 R >> endobj 1412 0 obj << /K [321] /S /Span /Type /StructElem /ActualText /P 1402 0 R /Pg 16 0 R >> endobj 1413 0 obj << /K [322] /S /Span /Type /StructElem /ActualText (Ambiente.) /P 1402 0 R /Pg 16 0 R >> endobj 1414 0 obj << /K [323] /S /Span /Type /StructElem /ActualText ( ) /P 1402 0 R /Pg 16 0 R >> endobj 1402 0 obj << /K [1403 0 R 1404 0 R 1405 0 R 1406 0 R 1407 0 R 1408 0 R 1409 0 R 1410 0 R 1411 0 R 1412 0 R 1413 0 R 1414 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 1416 0 obj << /K [0] /S /Span /Type /StructElem /ActualText (REICHFIELD, ) /P 1415 0 R /Pg 17 0 R >> endobj 1417 0 obj << /K [1] /S /Span /Type /StructElem /ActualText (F .F.; SASSER JUNIOR, W) /P 1415 0 R /Pg 17 0 R >> endobj 1418 0 obj << /K [2] /S /Span /Type /StructElem /ActualText (.) /P 1415 0 R /Pg 17 0 R >> endobj 1419 0 obj << /K [3] /S /Span /Type /StructElem /ActualText ( ) /P 1415 0 R /Pg 17 0 R >> endobj 1420 0 obj << /K [4] /S /Span /Type /StructElem /ActualText (E.) /P 1415 0 R /Pg 17 0 R >> endobj 1421 0 obj << /K [5] /S /Span /Type /StructElem /ActualText ( ) /P 1415 0 R /Pg 17 0 R >> endobj 1422 0 obj << /K [6] /S /Span /Type /StructElem /ActualText (Zero defections:) /P 1415 0 R /Pg 17 0 R >> endobj 1423 0 obj << /K [7] /S /Span /Type /StructElem /ActualText ( ) /P 1415 0 R /Pg 17 0 R >> endobj 1424 0 obj << /K [8] /S /Span /Type /StructElem /ActualText (quality comes to services. ) /P 1415 0 R /Pg 17 0 R >> endobj 1425 0 obj << /K [9] /S /Span /Type /StructElem /ActualText (Harvard Business ) /P 1415 0 R /Pg 17 0 R >> endobj 1426 0 obj << /K [10] /S /Span /Type /StructElem /ActualText (Review. ) /P 1415 0 R /Pg 17 0 R >> endobj 1427 0 obj << /K [11] /S /Span /Type /StructElem /ActualText (s) /P 1415 0 R /Pg 17 0 R >> endobj 1428 0 obj << /K [12] /S /Span /Type /StructElem /ActualText (et) /P 1415 0 R /Pg 17 0 R >> endobj 1429 0 obj << /K [13] /S /Span /Type /StructElem /ActualText (.) /P 1415 0 R /Pg 17 0 R >> endobj 1430 0 obj << /K [14] /S /Span /Type /StructElem /ActualText (/out) /P 1415 0 R /Pg 17 0 R >> endobj 1431 0 obj << /K [15] /S /Span /Type /StructElem /ActualText (. 1990) /P 1415 0 R /Pg 17 0 R >> endobj 1432 0 obj << /K [16] /S /Span /Type /StructElem /ActualText (, p.105) /P 1415 0 R /Pg 17 0 R >> endobj 1433 0 obj << /K [17] /S /Span /Type /StructElem /ActualText (-) /P 1415 0 R /Pg 17 0 R >> endobj 1434 0 obj << /K [18] /S /Span /Type /StructElem /ActualText (111.) /P 1415 0 R /Pg 17 0 R >> endobj 1435 0 obj << /K [19] /S /Span /Type /StructElem /ActualText ( ) /P 1415 0 R /Pg 17 0 R >> endobj 1415 0 obj << /K [1416 0 R 1417 0 R 1418 0 R 1419 0 R 1420 0 R 1421 0 R 1422 0 R 1423 0 R 1424 0 R 1425 0 R 1426 0 R 1427 0 R 1428 0 R 1429 0 R 1430 0 R 1431 0 R 1432 0 R 1433 0 R 1434 0 R 1435 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 1437 0 obj << /K [20] /S /Span /Type /StructElem /ActualText (ROSSI, C. A. V; SLONGO, L. A.) /P 1436 0 R /Pg 17 0 R >> endobj 1438 0 obj << /K [21] /S /Span /Type /StructElem /ActualText ( ) /P 1436 0 R /Pg 17 0 R >> endobj 1439 0 obj << /K [22] /S /Span /Type /StructElem /ActualText /P 1436 0 R /Pg 17 0 R >> endobj 1440 0 obj << /K [23] /S /Span /Type /StructElem /ActualText ( ) /P 1436 0 R /Pg 17 0 R >> endobj 1441 0 obj << /K [24] /S /Span /Type /StructElem /ActualText (o Estado) /P 1436 0 R /Pg 17 0 R >> endobj 1442 0 obj << /K [25] /S /Span /Type /StructElem /ActualText (-) /P 1436 0 R /Pg 17 0 R >> endobj 1443 0 obj << /K [26] /S /Span /Type /StructElem /ActualText (da) /P 1436 0 R /Pg 17 0 R >> endobj 1444 0 obj << /K [27] /S /Span /Type /StructElem /ActualText (-) /P 1436 0 R /Pg 17 0 R >> endobj 1445 0 obj << /K [28] /S /Span /Type /StructElem /ActualText /P 1436 0 R /Pg 17 0 R >> endobj 1446 0 obj << /K [29] /S /Span /Type /StructElem /ActualText /P 1436 0 R /Pg 17 0 R >> endobj 1447 0 obj << /K [30] /S /Span /Type /StructElem /ActualText (-) /P 1436 0 R /Pg 17 0 R >> endobj 1448 0 obj << /K [31] /S /Span /Type /StructElem /ActualText ( ) /P 1436 0 R /Pg 17 0 R >> endobj 1449 0 obj << /K [32] /S /Span /Type /StructElem /ActualText (Revista ) /P 1436 0 R /Pg 17 0 R >> endobj 1450 0 obj << /K [33] /S /Span /Type /StructElem /ActualText /P 1436 0 R /Pg 17 0 R >> endobj 1451 0 obj << /K [34] /S /Span /Type /StructElem /ActualText (-) /P 1436 0 R /Pg 17 0 R >> endobj 1452 0 obj << /K [35] /S /Span /Type /StructElem /ActualText (125) /P 1436 0 R /Pg 17 0 R >> endobj 1453 0 obj << /K [36] /S /Span /Type /StructElem /ActualText ( ) /P 1436 0 R /Pg 17 0 R >> endobj 1436 0 obj << /K [1437 0 R 1438 0 R 1439 0 R 1440 0 R 1441 0 R 1442 0 R 1443 0 R 1444 0 R 1445 0 R 1446 0 R 1447 0 R 1448 0 R 1449 0 R 1450 0 R 1451 0 R 1452 0 R 1453 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 1455 0 obj << /K [37] /S /Span /Type /StructElem /ActualText /P 1454 0 R /Pg 17 0 R >> endobj 1456 0 obj << /K [38] /S /Span /Type /StructElem /ActualText (-) /P 1454 0 R /Pg 17 0 R >> endobj 1457 0 obj << /K [39] /S /Span /Type /StructElem /ActualText (SILVA, J. R.; ALMEIDA, C. D.; GUINDANI, J. F. ) /P 1454 0 R /Pg 17 0 R >> endobj 1458 0 obj << /K [40] /S /Span /Type /StructElem /ActualText /P 1454 0 R /Pg 17 0 R >> endobj 1459 0 obj << /K [41] /S /Span /Type /StructElem /ActualText /P 1454 0 R /Pg 17 0 R >> endobj 1460 0 obj << /K [42] /S /Span /Type /StructElem /ActualText ( ) /P 1454 0 R /Pg 17 0 R >> endobj 1461 0 obj << /K [43] /S /Span /Type /StructElem /ActualText /P 1454 0 R /Pg 17 0 R >> endobj 1462 0 obj << /K [44] /S /Span /Type /StructElem /ActualText ( ) /P 1454 0 R /Pg 17 0 R >> endobj 1463 0 obj << /K [45] /S /Span /Type /StructElem /ActualText (Ano I ) /P 1454 0 R /Pg 17 0 R >> endobj 1464 0 obj << /K [46] /S /Span /Type /StructElem /ActualText /P 1454 0 R /Pg 17 0 R >> endobj 1465 0 obj << /K [47] /S /Span /Type /StructElem /ActualText ( ) /P 1454 0 R /Pg 17 0 R >> endobj 1466 0 obj << /K [48] /S /Span /Type /StructElem /ActualText /P 1454 0 R /Pg 17 0 R >> endobj 1467 0 obj << /K [49] /S /Span /Type /StructElem /ActualText /P 1454 0 R /Pg 17 0 R >> endobj 1468 0 obj << /K [50] /S /Span /Type /StructElem /ActualText ( ) /P 1454 0 R /Pg 17 0 R >> endobj 1469 0 obj << /K [51] /S /Span /Type /StructElem /ActualText (Julho de) /P 1454 0 R /Pg 17 0 R >> endobj 1470 0 obj << /K [52] /S /Span /Type /StructElem /ActualText ( ) /P 1454 0 R /Pg 17 0 R >> endobj 1471 0 obj << /K [53] /S /Span /Type /StructElem /ActualText (2009.) /P 1454 0 R /Pg 17 0 R >> endobj 1472 0 obj << /K [54] /S /Span /Type /StructElem /ActualText ( ) /P 1454 0 R /Pg 17 0 R >> endobj 1454 0 obj << /K [1455 0 R 1456 0 R 1457 0 R 1458 0 R 1459 0 R 1460 0 R 1461 0 R 1462 0 R 1463 0 R 1464 0 R 1465 0 R 1466 0 R 1467 0 R 1468 0 R 1469 0 R 1470 0 R 1471 0 R 1472 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 1474 0 obj << /K [55] /S /Span /Type /StructElem /ActualText (SABBATINI, R.) /P 1473 0 R /Pg 17 0 R >> endobj 1475 0 obj << /K [56] /S /Span /Type /StructElem /ActualText ( ) /P 1473 0 R /Pg 17 0 R >> endobj 1476 0 obj << /K [57] /S /Span /Type /StructElem /ActualText /P 1473 0 R /Pg 17 0 R >> endobj 1477 0 obj << /K [58] /S /Span /Type /StructElem /ActualText (. ) /P 1473 0 R /Pg 17 0 R >> endobj 1478 0 obj << /K [59] /S /Span /Type /StructElem /ActualText ( ) /P 1473 0 R /Pg 17 0 R >> endobj 1479 0 obj << /K [60] /S /Span /Type /StructElem /ActualText /P 1473 0 R /Pg 17 0 R >> endobj 1480 0 obj << /K [61] /S /Span /Type /StructElem /ActualText (mai.jun.1999) /P 1473 0 R /Pg 17 0 R >> endobj 1481 0 obj << /K [62] /S /Span /Type /StructElem /ActualText ( ) /P 1473 0 R /Pg 17 0 R >> endobj 1473 0 obj << /K [1474 0 R 1475 0 R 1476 0 R 1477 0 R 1478 0 R 1479 0 R 1480 0 R 1481 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 1483 0 obj << /K [63] /S /Span /Type /StructElem /ActualText (SCHIFFMAN, L. G.; KANUK, L) /P 1482 0 R /Pg 17 0 R >> endobj 1484 0 obj << /K [64] /S /Span /Type /StructElem /ActualText (. ) /P 1482 0 R /Pg 17 0 R >> endobj 1485 0 obj << /K [65] /S /Span /Type /StructElem /ActualText (Comportamento do Consumidor.) /P 1482 0 R /Pg 17 0 R >> endobj 1486 0 obj << /K [66] /S /Span /Type /StructElem /ActualText (, Rio de Janeiro: LTC editora, 2000.) /P 1482 0 R /Pg 17 0 R >> endobj 1487 0 obj << /K [67] /S /Span /Type /StructElem /ActualText ( ) /P 1482 0 R /Pg 17 0 R >> endobj 1482 0 obj << /K [1483 0 R 1484 0 R 1485 0 R 1486 0 R 1487 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 1489 0 obj << /K [68] /S /Span /Type /StructElem /ActualText (TINOCO, M. A. C.) /P 1488 0 R /Pg 17 0 R >> endobj 1490 0 obj << /K [69] /S /Span /Type /StructElem /ActualText ( ) /P 1488 0 R /Pg 17 0 R >> endobj 1491 0 obj << /K [70] /S /Span /Type /StructElem /ActualText (P) /P 1488 0 R /Pg 17 0 R >> endobj 1492 0 obj << /K [71] /S /Span /Type /StructElem /ActualText (roposta de modelos de satis) /P 1488 0 R /Pg 17 0 R >> endobj 1493 0 obj << /K [72] /S /Span /Type /StructElem /ActualText /P 1488 0 R /Pg 17 0 R >> endobj 1494 0 obj << /K [73] /S /Span /Type /StructElem /ActualText /P 1488 0 R /Pg 17 0 R >> endobj 1495 0 obj << /K [74] /S /Span /Type /StructElem /ActualText /P 1488 0 R /Pg 17 0 R >> endobj 1496 0 obj << /K [75] /S /Span /Type /StructElem /ActualText (-) /P 1488 0 R /Pg 17 0 R >> endobj 1497 0 obj << /K [76] /S /Span /Type /StructElem /ActualText ( ) /P 1488 0 R /Pg 17 0 R >> endobj 1498 0 obj << /K [77] /S /Span /Type /StructElem /ActualText (Universidade Federal do Rio Grande do Sul, Porto Alegre.) /P 1488 0 R /Pg 17 0 R >> endobj 1499 0 obj << /K [78] /S /Span /Type /StructElem /ActualText ( ) /P 1488 0 R /Pg 17 0 R >> endobj 1488 0 obj << /K [1489 0 R 1490 0 R 1491 0 R 1492 0 R 1493 0 R 1494 0 R 1495 0 R 1496 0 R 1497 0 R 1498 0 R 1499 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 1501 0 obj << /K [79] /S /Span /Type /StructElem /ActualText (TINOCO, M. A. C.; RIBEIRO, J. L. D.) /P 1500 0 R /Pg 17 0 R >> endobj 1502 0 obj << /K [80] /S /Span /Type /StructElem /ActualText ( ) /P 1500 0 R /Pg 17 0 R >> endobj 1503 0 obj << /K [81] /S /Span /Type /StructElem /ActualText /P 1500 0 R /Pg 17 0 R >> endobj 1504 0 obj << /K [82] /S /Span /Type /StructElem /ActualText (determin) /P 1500 0 R /Pg 17 0 R >> endobj 1505 0 obj << /K [83] /S /Span /Type /StructElem /ActualText /P 1500 0 R /Pg 17 0 R >> endobj 1506 0 obj << /K [84] /S /Span /Type /StructElem /ActualText /P 1500 0 R /Pg 17 0 R >> endobj 1507 0 obj << /K [85] /S /Span /Type /StructElem /ActualText ( ) /P 1500 0 R /Pg 17 0 R >> endobj 1500 0 obj << /K [1501 0 R 1502 0 R 1503 0 R 1504 0 R 1505 0 R 1506 0 R 1507 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 1509 0 obj << /K [86] /S /Span /Type /StructElem /ActualText (ZANETI J) /P 1508 0 R /Pg 17 0 R >> endobj 1510 0 obj << /K [87] /S /Span /Type /StructElem /ActualText (UNIOR, L. A.) /P 1508 0 R /Pg 17 0 R >> endobj 1511 0 obj << /K [88] /S /Span /Type /StructElem /ActualText (; VIDAL, A. G. R.) /P 1508 0 R /Pg 17 0 R >> endobj 1512 0 obj << /K [89] /S /Span /Type /StructElem /ActualText ( ) /P 1508 0 R /Pg 17 0 R >> endobj 1513 0 obj << /K [90] /S /Span /Type /StructElem /ActualText /P 1508 0 R /Pg 17 0 R >> endobj 1514 0 obj << /K [91] /S /Span /Type /StructElem /ActualText /P 1508 0 R /Pg 17 0 R >> endobj 1515 0 obj << /K [92] /S /Span /Type /StructElem /ActualText (Web) /P 1508 0 R /Pg 17 0 R >> endobj 1516 0 obj << /K [93] /S /Span /Type /StructElem /ActualText /P 1508 0 R /Pg 17 0 R >> endobj 1517 0 obj << /K [94] /S /Span /Type /StructElem /ActualText (-) /P 1508 0 R /Pg 17 0 R >> endobj 1518 0 obj << /K [95] /S /Span /Type /StructElem /ActualText (244, jun.ago.s) /P 1508 0 R /Pg 17 0 R >> endobj 1519 0 obj << /K [96] /S /Span /Type /StructElem /ActualText (et.) /P 1508 0 R /Pg 17 0 R >> endobj 1520 0 obj << /K [97] /S /Span /Type /StructElem /ActualText ( ) /P 1508 0 R /Pg 17 0 R >> endobj 1508 0 obj << /K [1509 0 R 1510 0 R 1511 0 R 1512 0 R 1513 0 R 1514 0 R 1515 0 R 1516 0 R 1517 0 R 1518 0 R 1519 0 R 1520 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 1522 0 obj << /K [98] /S /Span /Type /StructElem /ActualText (WHITELEY, R. C.) /P 1521 0 R /Pg 17 0 R >> endobj 1523 0 obj << /K [99] /S /Span /Type /StructElem /ActualText ( ) /P 1521 0 R /Pg 17 0 R >> endobj 1524 0 obj << /K [100] /S /Span /Type /StructElem /ActualText ( ) /P 1521 0 R /Pg 17 0 R >> endobj 1525 0 obj << /K [101] /S /Span /Type /StructElem /ActualText (A empresa totalmente voltada para o cliente) /P 1521 0 R /Pg 17 0 R >> endobj 1526 0 obj << /K [102] /S /Span /Type /StructElem /ActualText (. Rio de Janeiro, Editora Campus) /P 1521 0 R /Pg 17 0 R >> endobj 1527 0 obj << /K [103] /S /Span /Type /StructElem /ActualText (, 1992.) /P 1521 0 R /Pg 17 0 R >> endobj 1528 0 obj << /K [104] /S /Span /Type /StructElem /ActualText ( ) /P 1521 0 R /Pg 17 0 R >> endobj 1521 0 obj << /K [1522 0 R 1523 0 R 1524 0 R 1525 0 R 1526 0 R 1527 0 R 1528 0 R] /S /P /Type /StructElem /P 96 0 R >> endobj 96 0 obj << /K [97 0 R 99 0 R 101 0 R 107 0 R 109 0 R 119 0 R 127 0 R 134 0 R 137 0 R 139 0 R 142 0 R 158 0 R 163 0 R 165 0 R 167 0 R 173 0 R 175 0 R 177 0 R 180 0 R 193 0 R 199 0 R 201 0 R 203 0 R 206 0 R 217 0 R 226 0 R 238 0 R 250 0 R 263 0 R 274 0 R 283 0 R 286 0 R 289 0 R 296 0 R 309 0 R 314 0 R 325 0 R 330 0 R 364 0 R 373 0 R 376 0 R 382 0 R 385 0 R 387 0 R 390 0 R 406 0 R 424 0 R 429 0 R 452 0 R 458 0 R 495 0 R 503 0 R 507 0 R 521 0 R 530 0 R 544 0 R 555 0 R 562 0 R 590 0 R 598 0 R 600 0 R 605 0 R 627 0 R 636 0 R 654 0 R 673 0 R 686 0 R 690 0 R 698 0 R 700 0 R 703 0 R 724 0 R 727 0 R 740 0 R 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