Given the strategic relevance of Human Resources Management (HRM) in organizations and the lack of scientific instruments to measure employees' perceptions about policies and practices of HRM, this study aimed to validate the Human Resources Management Policies and Practices Scale (HRMPPS) through exploratory and confirmatory factor analysis using the maximum likelihood method. The study has a quantitative design, but also included qualitative analysis required for the development of a scale. Employees from various organizations composed a sample of 632 people. Scale reliability was assessed by Cronbach's alpha and Jöreskog's rho. A sixfactor model was generated showing high-reliability and good fit. Construct validity was provided through convergent and discriminant analyses. The factors were consistent with the literature review and explained about 58% of the construct's total variance. This study contributes to the scientific production in the area of Human Resources Management since HRMPPS can be used not only in relational studies but also as an evaluation instrument by managers who wish to improve their employees' well-being as well as organizational outcomes.

The main objective of this study was to validate in the United States a previous scale developed and validated in Brazil for the business-to-consumer (B2C) market to assess customers' perceptions regarding aspects they consider relevant in their relationship with companies in general. Brazilian and American Models were also compared. Three studies have been conducted with different national samples for the validation of the Customer Relationship Management Scale in the US. The result was a one-factor model with high reliability and good fit. This research is a starting point to provide a comprehensive valid measure of customer relationship management based on customers' perspectives. As practical implications, the one-factor model could be used as a diagnostic tool to identify aspects in customer relationship management where specific improvements are needed, as well as an instrument of evaluation to help managers better understand how to meet client's needs in order to deliver high-value products and services developing a long-term and profitable relationship.

rEsuMoConsiderando a importância do desenvolvimento do relacionamento entre as empresas e seus clientes, este trabalho tem por objetivo validar um instrumento científico capaz de mensurar tal relacionamento, destacando a satisfação e a lealdade como pressupostos para a sua construção e manutenção. A pesquisa, de natureza quantitativa, utilizou-se de Análise Fatorial Exploratória para a validação experimental do instrumento e de uma amostra de 627 clientes de diversas empresas. Os resultados encontrados mostram que a Escala de Relacionamento com o Cliente (ERC) possui uma estrutura unifatorial, explicando cerca de 64% da variância e com confiabilidade de 0,92 (α de Cronbach). O trabalho contribui com a produção científica nas áreas de marketing e afins, uma vez que a ERC pode ser utilizada em estudos diagnósticos e relacionais. Ademais, a contribuição do estudo estende-se à área organizacional, visto que o instrumento pode auxiliar gestores no sentido de incrementar o relacionamento que desenvolvem com seus clientes e melhorar os resultados organizacionais.palavras-chave Satisfação, lealdade, CRM, instrumentos de medida de relacionamento com clientes, marketing de relacionamento. AbSTRACT Considering the importance of developing the relationship between companies and customers, the objective of this study is to validate a scientific instrument capable of measuring such a relationship, emphasizing satisfaction and loyalty as assumptions for its construction and maintenance. This quantitative research used exploratory factor analysis for the experimental validation of the instrument and of a sample of 627 customers from various companies. The results show that the Customer Relationship Scale (CRS) has a one-factor structure, which explains about 64% of the variance, and a reliability rating of 0.92 (Cronbach's α). The work makes a contribution to scientific production in the areas of marketing and the like, since the CRS can be used in diagnostic and relational studies. The study's contribution also extends to the organizational area, given that the instrument may help managers build relationships with customers and improve organizational results.

Purpose: The objectives of this study were to validate the Customer Relationship Management Scale (CRMS) in France, and to compare the French model to both Brazilian and American ones. Originality/gap/relevance/implications: Based on the premise that scientific measurement instruments may be used to reflect customers' perception about the organization actions and effectiveness, it is important to validate a scale within a multidimensional cultural context. Therefore, the applicability of the instrument shall be possible in different contexts, longitudinally, with diverse subjects, thus providing external validity and generalization. Key methodological aspects: This is a descriptive, instrumental, quantitative, cross-sectional survey where we used the Customer Relationship Management Scale (CRMS). The sampling method was non-probabilistic convenience and the total of answered questionnaires added up to 454. We carried out a quantitative research through Exploratory and Confirmatory Factor Analysis. Summary of key results: The results obtained in the analyses allow us to conclude that the relation between clients and companies is really two-dimensional and it involves two distinct factors, namely Loyalty and Customer Service. The scale validated in Brazil and in the United States remained stable, in terms of validity (quality of items) and reliability, when validated in a distinct context, that is, France. This makes its application in French organizations possible, improving its external validity and generalization. Key considerations/conclusions: The main objective of this study was reached and an instrument to assess what aspects French customers rank as relevant regarding CRM was produced showing theoretical consistency, reliability and construct validity as well.

Diferentes combinações nos usos de Tecnologias de Informação e Comunicação (TICs) têm sido testadas em Instituições de Ensino Superior, mas poucos são os relatos que indicam seus benefícios e dificuldades. O objetivo deste trabalho é analisar a experiência de hibridização da disciplina Introdução à Administração da UnB. A partirdo benchmarking realizado por Costa, Rozzett e Carvalho (2012), que analisou boas práticas em hibridização no ensino superior, foram identificados quinze aspectos relevantes para o sucesso de tais iniciativas, que subsidiaram a elaboração de um plano de ensino híbrido que foi implementado. Ao final da disciplina, foram avaliadas as percepções dos alunos, professores e tutores envolvidos, por meio de questionáriosaplicados aos discentes e realização de grupo focal com os docentes e tutores. De forma geral, o modelo de hibridização mostrou-se satisfatório, com aprovação de mais de 80% dos alunos. Os resultados evidenciaram dificuldades como: falta de infraestrutura; distribuição pulverizada das notas; participação nos fóruns no último minuto, entre outras. Entre os pontos fortes estão: facilidade de utilização, acesso a arquivos, e organização e interação. O trabalho contribui para a literatura, já que há carência de estudos empíricos e propositivos que guiem a implementação prática de novos projetos de hibridização.