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[pt] Apesar do constante avanço do envelhecimento populacional brasileiro, a sociedade tende a desestimular a participação da população envelhecida nos processos sócio-econômicos e culturais de produção e nos processos de decisão e integração da sociedade. Esta pesquisa pretende contribuir a integração da população envelhecida sugerindo recomendações que adaptem os terminais de auto-atendimento bancários às suas características físicas, cognitivas e culturais. A pesquisa foi realizada com pessoas idosas com o objetivo de avaliar e compreender a maneira como elas interagem com os terminais. Os métodos utilizados foram: dois questionários, uma análise de similares, análise de leitura das opções no menu do sistema dos terminais de auto- atendimento bancários e uma análise de hierarquização de etapas do sistema. A partir dos resultados, foi possível propor recomendações que podem adequar algumas das funcionalidades dos terminais de auto-atendimento bancários às capacidades e habilidades de interação da população envelhecida. / [en] Despite of the constant advances of the Brazilian population aging, the society tends to discourage the participation of the elderly population in the socioeconomic and cultural processes of production and in the processes of decision and integration of the society. This research intends to contribute with the integration of the elderly population suggesting recommendations that adapt the automated teller machine (ATM) to their Physical , cognitive and cultural characteristics . The research was accomplished with aged people with the objective to evaluate and understand the way they interact with the terminals (ATM). The used methods were: two questionnaires, an analysis of similarities, an reading analysis of options in the menu of the automated teller machine systems and an analysis of hierarchization of stages of the system. Starting from the results, it was possible to propose recommendations that can adapt some of the functionalities of the automated teller machine to the capacities and abilities of interaction of the elderly population.

This master‘s thesis deals with the alternative chanels of distribution use in a retail banking at large and in Česká spořitelna in the concrete. The self-solution consists in the planning and the implementation of the pilot project by the alternative chanels of distribution use in the getting undergraduates as the bank clients.

Criminal career research postulates that offending behaviour develops over time during the course of one’s life. Thus, delinquency is not an isolated incident which occurs at a certain moment in time. This research comprises a mixed-method study of the criminal career of 40 offenders who perpetrated robberies against the banking and CIT industries. Through this research, an exploration is made for possibilities of using criminal career research to develop results which will guide crime prevention policies. The qualitative methodology used for this research included semi-structured interviews in order to collect information on motivations of armed robbers and the various mechanics (i.e. planning, recruitment, group dynamics) of the crime of armed robbery. Through the use of structured questionnaires, biographical data, information on risk factors and figures on the different aspects of a criminal career, such as age of offending onset, offending frequency and seriousness, and career length, were all gathered. The general findings of this research demonstrate that offending onset occurs between the ages of 11 and 15 with petty crimes, and then escalates to serious crimes. Secondly, witnessed throughout the dissertation is the fact that development of delinquent behaviour is not a result of a single risk factor but an outcome of multiple risk factors. Subsequently, a suggestion is made for the introduction of multifaceted deterrence programmes, which will holistically deal with the various offending risk factors (i.e. family, community and the offender’s personal risk factors as well as peer and school dynamics). Thirdly, armed robbers are responsible for various other crimes in the process of committing the offence of robbery. Accordingly, this study confirms the criminal career notion that a small number of chronic offenders are responsible for a large number of offences. That is why it is recommended that policy makers pay attention to disrupting the criminal career of this small number of high risk offenders. / Department of Criminology and Security Science / M.A. (Criminology)

Financial services institutions invest in self–service technologies for various reasons. These include the demands to rationalise costs and to meet the channel preferences of a „technology- savvy‟ client base. Some advantages of self–service technologies (“SSTs”) include the optimisation of staff activities and faster and improved customer services. Retail banks experience various migration-related costs when migrating customers to an SST environment; in terms of both branch infrastructure and the development of employee skills. Some customers continue to favour face-to-face service interactions, which necessitates an identification and evaluation of the necessary skills required by employees to facilitate this migration process. This study aims to both identify and classify the requisite skills needed by financial services professionals to enable them to migrate customers from physical to electronic service channels; including ATMs. With the appropriate training and competencies, employees can guide customers more effectively through the migration process in a non-judgemental way. This would, in turn, address the lack of self-service technology understanding among customers in the longer term. The lack of support from skilled service employees has, in many instances, led to customers paying higher transactional fees and experiencing inconvenience at physical channels, thereby resulting in overall lower self-service usage. / Business Management / DBL

Criminal career research postulates that offending behaviour develops over time during the course of one’s life. Thus, delinquency is not an isolated incident which occurs at a certain moment in time. This research comprises a mixed-method study of the criminal career of 40 offenders who perpetrated robberies against the banking and CIT industries. Through this research, an exploration is made for possibilities of using criminal career research to develop results which will guide crime prevention policies. The qualitative methodology used for this research included semi-structured interviews in order to collect information on motivations of armed robbers and the various mechanics (i.e. planning, recruitment, group dynamics) of the crime of armed robbery. Through the use of structured questionnaires, biographical data, information on risk factors and figures on the different aspects of a criminal career, such as age of offending onset, offending frequency and seriousness, and career length, were all gathered. The general findings of this research demonstrate that offending onset occurs between the ages of 11 and 15 with petty crimes, and then escalates to serious crimes. Secondly, witnessed throughout the dissertation is the fact that development of delinquent behaviour is not a result of a single risk factor but an outcome of multiple risk factors. Subsequently, a suggestion is made for the introduction of multifaceted deterrence programmes, which will holistically deal with the various offending risk factors (i.e. family, community and the offender’s personal risk factors as well as peer and school dynamics). Thirdly, armed robbers are responsible for various other crimes in the process of committing the offence of robbery. Accordingly, this study confirms the criminal career notion that a small number of chronic offenders are responsible for a large number of offences. That is why it is recommended that policy makers pay attention to disrupting the criminal career of this small number of high risk offenders. / Department of Criminology and Security Science / M.A. (Criminology)

Financial services institutions invest in self–service technologies for various reasons. These include the demands to rationalise costs and to meet the channel preferences of a „technology- savvy‟ client base. Some advantages of self–service technologies (“SSTs”) include the optimisation of staff activities and faster and improved customer services. Retail banks experience various migration-related costs when migrating customers to an SST environment; in terms of both branch infrastructure and the development of employee skills. Some customers continue to favour face-to-face service interactions, which necessitates an identification and evaluation of the necessary skills required by employees to facilitate this migration process. This study aims to both identify and classify the requisite skills needed by financial services professionals to enable them to migrate customers from physical to electronic service channels; including ATMs. With the appropriate training and competencies, employees can guide customers more effectively through the migration process in a non-judgemental way. This would, in turn, address the lack of self-service technology understanding among customers in the longer term. The lack of support from skilled service employees has, in many instances, led to customers paying higher transactional fees and experiencing inconvenience at physical channels, thereby resulting in overall lower self-service usage. / Business Management / DBL