Mental health problems have increased among adolescents in Sweden and research suggests that contextual matters could be of importance over and beyond individual socio-demographic characteristics. One such social context is school, where both the student composition of the school and its support can influence student health. This study explored the distribution of psychosomatic health complaints (PHC) and perceived teacher support (PTS) as well as the association between PTS and PHC, across school segregated profiles. It also examined gender differences in these distributions and associations. The study design was cross-sectional, and data came from classroom-surveys within Stockholm municipality of ninth grade students in 2014 (n=4904). Linear regression analyse was applied. Results showed that average levels of PHC varied across school segregation profiles for girls, while PTS varied for both gender. PTS was negatively associated with PHC for all students, while the strength of association varied across school profiles to the benefit of students in the most privileged schools. Gender differences in these associations was also observed. Conclusions were that school context, based on the student composition of the school, and its provided support was linked to psychosomatic health complaints among students in Stockholm and that gender played a role in understanding pathways in these associations.

Made available in DSpace on 2014-12-17T13:53:27Z (GMT). No. of bitstreams: 1 TatianeNVA_DISSERT.pdf: 3468564 bytes, checksum: 61054784880838e257b7b4ec92f7d624 (MD5) Previous issue date: 2010-09-08 / Conselho Nacional de Desenvolvimento Cient?fico e Tecnol?gico / In an environment of constant change, technological developments, market competition and more informed consumers, the search for a lasting relationship through the conquest of loyalty has become the objective of companies. However, several authors suggest that this loyalty can be affected by negative comments available on the internet. Therefore, this dissertation has as objective to examine if the complaints are available on the internet impact the loyalty to a brand of mobile phone. The research used as the basis the Expanded NCSB model suggest by Johnson et al. (2001), studying five prominent drives of loyalty: image/brand reputation, affective commitment, calculative commitment, perceived value and trust, beyond the satisfaction construct as moderator variable. The research method adopted was the experimental design which included 285 undergraduate students, with the trial which included 285 undergraduate students, with the field study of the mobile industry, specifically, the brands of cell phones. The research approach was quantitative and methods were descriptive statistics, factor analysis, cluster analysis, linear regression and non-parametric test of Wilcoxon for data analysis. Of the 16 hypothesis stemmed from the research model proposed, 12 were confirmed. The results showed that the complaint available on the internet, here represented by the available on the site Reclame Aqui, may impact consumer perceptions about brand loyalty, as well as its antecedents, being that these complaints can affect all the consumers, regardless of historical satisfaction with the brand. It also noted the positive relationship between the independent variables trust, image/brand reputation, perceived value, affective commitment and calculative commitment and the dependent variable - loyalty, even when considering the data obtained after exposure to the complaint. However, no unanimous conclusion that the relationship between these variables was strongest in the group with satisfactory experience. At the first moment of the research, the trust was the most important variable for the formation of loyalty. However, after exposure to treatment, the image/brand reputation, was more relevant. Contributions of the study, limitations and recommendations for future researches are approached in the present investigation / Em um ambiente em constante muta??o, evolu??o tecnol?gica, competitividade no mercado e consumidores mais exigentes e informados, a busca de um relacionamento duradouro atrav?s da conquista da lealdade passou a ser o objetivo das empresas. No entanto, diversos autores sugerem que essa lealdade pode ser afetada pelos coment?rios negativos dispon?veis no ambiente online. Assim, esta disserta??o tem como objetivo geral examinar se as reclama??es dispon?veis no ambiente online impactam a lealdade a uma marca de aparelho celular. A pesquisa utilizou como base parte do modelo NCSB Ampliado proposto por Johnson et al. (2001), estudando cinco proeminentes condutores da lealdade: imagem/reputa??o da marca, comprometimento afetivo, comprometimento calculado, valor percebido e confian?a, al?m do construto satisfa??o, como vari?vel moderadora. O m?todo de pesquisa adotado foi o experimental que contou com a participa??o de 285 alunos de gradua??o, tendo como campo de estudo o setor de telefonia m?vel, especificamente, as marcas de aparelhos celulares. A abordagem de pesquisa foi quantitativa e foram utilizados m?todos da estat?stica descritiva, an?lise fatorial, an?lise de conglomerado, regress?o linear e teste n?o-param?trico de Wilcoxon para a an?lise dos dados. Das 16 hip?teses estabelecidas a partir do modelo de pesquisa proposto, 12 foram confirmadas. Os resultados comprovaram que as reclama??es dispon?veis no ambiente online, aqui representadas pelas dispon?veis no site Reclame Aqui, podem impactar a percep??o dos consumidores acerca da lealdade ? marca, assim como seus antecedentes, sendo que essas queixas podem afetar todos os consumidores, independentemente do hist?rico de satisfa??o com a marca. Tamb?m foi constatado o relacionamento positivo entre as vari?veis independentes confian?a, imagem/reputa??o da marca, valor percebido, comprometimento afetivo e comprometimento calculado - e a vari?vel dependente - lealdade, mesmo quando considerados os dados obtidos ap?s a exposi??o a reclama??o. No entanto, n?o houve constata??o un?nime de que o relacionamento entre essas vari?veis era mais forte no grupo com experi?ncia satisfat?ria. No primeiro momento da pesquisa, a confian?a foi a vari?vel mais importante para a forma??o da lealdade. Todavia, ap?s a exposi??o ao tratamento, a imagem/reputa??o da marca, mostrou-se mais relevante. Contribui??es do estudo, limita??es e recomenda??es para pesquisas futuras s?o abordadas no presente trabalho

nÃo hà / O presente trabalho promoveu uma anÃlise do Cadastro Nacional de ReclamaÃÃes Fundamentadas do ano de 2011 (publicaÃÃo ocorrida em 2012) cuja base de dados possui 153.094 observaÃÃes, as quais representam todas as reclamaÃÃes formuladas neste perÃodo nos ÃrgÃos de defesa do consumidor espalhados em todas as regiÃes do territÃrio nacional. Foram realizadas regressÃes logÃsticas de modo a determinar uma medida probabilÃstica que retrata as possibilidades de Ãxito nas demandas dos consumidores junto Ãs entidades e ÃrgÃos criados para a discussÃo e processamento das mesmas. O modelo economÃtrico proposto considerou sexo e faixa etÃria dos consumidores, o assunto discutido nos processos, a localizaÃÃo geogrÃfica onde se deu a reclamaÃÃo, alÃm do ramo de atividade dos fornecedores reclamados. Com as simulaÃÃes realizadas, entre outros resultados, constatou-se que as maiores chances de Ãxito no cenÃrio nacional, para pessoas do sexo feminino na faixa etÃria de 31 a 40 anos, sÃo para as demandas que envolvem produtos (67,3%) e que o setor de habitaÃÃo apresentou a menor probabilidade de celebraÃÃo de conciliaÃÃo entre as partes (39,1%). / The present work promoted an analysis of the National Register of founded Complaints of the year 2011 (publication happened in 2012) whose base of data possesses 153.094 observations, which represent all of the complaints formulated in this period in consumer defense organs spreaded in all areas of the national territory. Logistic Regressions were performed in order to determine a probabilistic measure that reflects the possibilities of success to consumers' demands together the entities and organizations created for discussion and processing of demands. The proposed econometric model took into account sex and consumers' age group, the subject discussed in the processes, the geographical location where happened the complaint, besides the field of activity of the claimed suppliers. With the accomplished simulations, among other results, it was verified that the largest success chances on the national scene for females aged 31-40 years are for the demands that involve products (67.3%) and that the housing sector presented the lowest probability of celebrating conciliation between the parties (39.1%).

The main issue of this monographic paper is the Discourse of Full Protection which assumes the form of a policy of assistence aimed at children and adolescents. The starting point of this analysis are the complaints of sickening of mothers whose adolescent sons and daughters respond before the Justice for the practice of infractions. These mothers, whether by affective choice or as an obligation self imposed by motherly feelings or yet when summoned by the Justice, join their sons and daughters throughout the various instances of the social and legal systems of protection - Police, Public Ministry, Public Attorney, Justice - following the different acts of the legal procedures to which the adolescent is subject. Once in contact with these mothers we identified complaints of sickening that led this researcher to link these complaints to the policy towards their child and adolescent sons and daughters. This policy is supposed to result in the opposite effect suffering as compared to the intention contained in the law, the Statute of the Child and the Adolescent. The Statute proposes a universal democratic program since it is directed towards all child and adolescent and recognizes them as individuals. In this context, the legal acts which ignite the prosecution system become relevant to analyze the Full Protection Doctrine under the terms it is consolidated in Brazil and the sickening discourse through which the mother of the adolescent expresses her pain and speaks of her son or daughter. We will approach these issues based on document series produced by the police and legal instances throughout the different stages of the prosecution procedure, which end in the judgment of the infraction. These series, as a whole, are called the Legal Process. / A centralidade desse trabalho é o Discurso da Proteção Integral, o qual se reveste em política de assistência destinada à criança e ao adolescente. O ponto de partida são as queixas de adoecimento de mães de adolescentes que respondem em juízo pela autoria de atos infracionais. Estas mães, ou por escolha afetiva, ou por força das atribuições que a elas lhes confere a maternidade, ou em resposta ao chamado da justiça, colocam-se ao lado do filho num engajamento tal que chega a formar uma parelha em peregrinação pelas instâncias do sistema de proteção jurídico-social Delegacia, Ministério Público, Defensoria, Judiciário - tendo em vista o processo jurídico a que está submetido o adolescente. Em contato com as mães, identificamos uma narrativa de adoecimento, que levou o pesquisador a se apropriar dessa queixa para criar uma articulação com a política de atenção à criança e ao adolescente, supondo que ela produz um efeito contrário ao que pretende o texto da lei, o Estatuto da Criança e do Adolescente efeito de sofrimento -, quando propõe um projeto político-democrático que é universal porque dirige-se a toda criança e adolescente e reconhece a sua posição de sujeito de direitos. Na esteira dessa discussão, tem relevância as práticas jurídicas que movimentam o sistema de apuração de ato infracional de adolescentes para colocarmos em análise a Doutrina da Proteção Integral nos termos em que se consolidou no Brasil e o discurso de adoecimento, através do qual, a mãe do adolescente expõe sua dor e fala do filho. Abordaremos essas questões a partir de uma série documental produzida pela instância policial e jurídica, à medida que a dupla mãe/filho percorre o sistema, dando prosseguimento ao julgamento do ato. Esta série, em seu conjunto, dá forma ao Processo Judicial.

Os distúrbios osteomusculares relacionados ao trabalho (DORT) representam mais de 30% das doenças ocupacionais no mundo. A fim de organizar as ações estratégicas que serão desenvolvidas para prevenção de DORT, é fundamental analisar previamente as situações peculiares dos diferentes setores de um local de trabalho. Os objetivos deste trabalho foram verificar a prevalência de queixas musculoesqueléticas em trabalhadores de uma indústria de porte médio, comparando seus setores entre si, e investigar a influência de fatores ocupacionais e não ocupacionais no aumento das queixas. Foram aplicados o questionário nórdico para avaliação de sintomas musculoesqueleticos e questionários sobre hábitos de vida e condições relacionadas ao trabalho em 185 trabalhadores distribuidos em três setores de uma indústria (fábrica microeletrônica, escritório e logística). Constatou-se que há prevalência massiva de queixas osteomusculares (85.4%) nessa população, com variação das regiões afetadas em cada setor analisado. Os fatores ocupacionais que mais influenciaram as queixas de dores em diferentes regiões do corpo foram: trabalhar na fábrica, sofrer de estresse/pressão/prazos curtos no trabalho, ter histórico de DORT, ter sido afastado por DORT e considerar o trabalho arriscado. Quanto aos fatores não ocupacionais: ser mulher, ser cuidadora de criança em idade pré-escolar, ter baixa escolaridade e sofrer de insônia/descanso inadequado foram os mais influentes. Conclui-se que as regiões do corpo mais afetadas por dores diferem para cada setor desta indústria e há fatores individuais e ocupacionais que influenciam a alta prevalência das queixas osteomusculares. Programas que abordem esses aspectos podem contribuir para o controle de DORT. / Work-related musculoskeletal disorders (WMSDs) comprise more than 30% of occupational diseases in the world. This study aimed to determine the prevalence of musculoskeletal complaints among workers in a medium-sized industry by comparing its different sectors and investigate the influence of occupational and non-occupational factors in complaints increase. 185 industry workers divided in three sectors (factory, office and logistics) were assessed using the Nordic Musculoskeletal Questionnaire and lifestyle and work-related conditions questionnaires. Massive prevalence of musculoskeletal complaints (85.4%) was detected in this population, with different affected body parts in each sector. The most influential occupational factors were: working at the factory, job strain, pre-existing history of MSD and considering the job risky. Being female, low education level and inadequate rest were the most influential non-occupational factors. The body parts most affected by musculoskeletal complaints differ among each sector and are influenced by individual and occupational factors. Programs addressing these aspects can contribute to control WMSDs.

Sociala medier innebär både stora hot och möjligheter för de företag som väljer att använda detta som en kommunikationskanal. Sociala medier skapar en plats och ett tillfälle för företag att komma närmare kunderna och genom att göra detta kan företagens intäkter ökas, kostnaderna kan minska och kundkontakten kan bli mer effektiv. Idag blir företags snedsteg, dåliga service och fadäser offentliga på några minuter i de sociala medierna. I form av arga inlägg på företagens vägg på Facebook ackompanjerade av kommentarer från andra som håller med trådskaparen kan en lynchning av företaget som gjort något fel eller retat upp kunder startas. Mot bakgrund av det här resonemanget är syftet med denna uppsats att undersöka hur 3, en av Nordens största mobiloperatörer, bemöter kritik samt hur de väljer att skapa sin identitet på sin Facebook-sida. Den teoretiska referensramen i denna uppsats behandlar systemisk funktionell textanalys, identitetsskapande på internet, intimisering, word-of-mouth samt word-of-mouse och service recovery-teorier. Analysen bygger på en ideationell samt en interpersonell textanalys av fem svar på fem negativa inlägg skrivna av upprörda kunder på 3:s Facebook-sida. Svaren är skrivna från augusti 2012 till december 2012 av anställda på 3. Genom ett antal analyskategorier ur den interpersonella och ideationella strukturen har jag i denna uppsats tittat på hur 3 använder sig av språket för att bemöta kritik från missnöjda kunder på sin Facebook-sida. Jag har även undersökt hur 3 skapar sin företagsidentitet genom bemötandet av de negativa kommentarerna samt hur 3 tilltalar sina missnöjda kunder. Resultatet visar att 3 bemöter kritik på Facebook genom att informera sina kunder om vad det är som har hänt, vem det är som utför lösningen på kundens problem samt att 3 erbjuder sig att lösa kundernas problem. 3 väljer att skapa sin företagsidentitet som informerande och problemlösande. Hjälpsamma, på kundens sida och tillmötesgående framställer de sig i dem delar i svaren där skribenten själv träder fram och skriver ”jag”.

Contexte : Le personnel non médical des Etablissements d’Hébergements pour Personnes Agées Dépendantes (EHPAD) est exposé à des contraintes physiques et psychiques élevées du fait de la prise en charge de résidents de plus en plus dépendants et polypathologiques. Notre démarche de recherche s’appuie sur le modèle de santé publique de Green et Kreuter. Il s’agit de préciser l’état de santé physique et psychique du personnel (diagnostic épidémiologique) et d’explorer les conditions de travail perçues par les salariés (diagnostic comportemental et environnemental). Matériels et Méthode : Une étude transversale a été menée par 78 médecins du travail auprès 2649 salariés (706 agents de service, 1565 agents de soins et 378 infirmiers) provenant de 105 maisons de retraite de la Région Rhône Alpes. Plusieurs questionnaires standardisés validés ont été utilisés pour recueillir des informations auprès des salariés. Les analyses statistiques ont été réalisées à partir du logiciel SAS, version 9.3. Résultats : Le personnel interrogé exprime un fort niveau de pénibilité et souhaite recevoir plus fréquemment une formation continue aux soins palliatifs. Il est fortement exposé aux contraintes psychosociales (efforts élevés, récompenses faibles, déséquilibre effort/récompense et surinvestissement). Les plaintes musculo-squelettiques du cou et des membres supérieurs et les signes de détresse psychique de ce personnel sont significativement liées à l’exposition aux contraintes psychosociales. Conclusions : La prochaine étape de recherche consisterait à établir le diagnostic éducationnel en précisant les facteurs organisationnels associés aux contraintes psychosociales de ce personnel / Background: Non-medical staff in nursing homes for the elderly are exposed to high levels of physical and psychological stress related to managing increasingly dependent residents with multiple pathologies. Our research approach is based on Green and Kreuter's public health model. This is intended to describe the physical and mental health (epidemiological diagnosis) and to explore working conditions as experienced by nursing home staff (behavioral and environmental diagnosis). Methods: A cross-sectional descriptive survey was conducted by 78 occupational physicians on 2,649 employees (706 housekeepers, 1,565 nursing assistants and 378 nurses) in 105 nursing homes for the elderly in the Rhône-Alpes Region of France. Employee data were collected on several validated questionnaires. All statistical analyses were performed on SAS software, version 9.3. Results: Respondents related elevated hardship and desired more continuous training in palliative care. They were highly exposed to psychosocial stress (strong effort, low reward, effort/reward imbalance, overcommitment). Neck and upper limb musculoskeletal complaints and signs of psychological distress were significantly associated with exposure to psychosocial stress. Conclusions: The next phase of the research plan should consist in establishing an educational diagnosis by assessing the organizational factors associated with psychosocial stress in nursing home staff

Bakgrund Systemet för vård och omsorg är en invecklad konstruktion med många olika aktörer och yrkesgrupper, som lyder under olika styrning och har olika förutsättningar. Inom denna organisation kan många situationer uppstå som kan orsaka missnöje hos vårdtagare. Syfte Att beskriva organisatoriska faktorer inom vården, som orsakar missnöje hos vårdtagare, samt att beskriva urvalsprocesserna till de valda artiklarnas undersökningsgrupper. Metod Litteraturstudie baserad på tolv artiklar, både kvantitativa och kvalitativa, från åren 2007–2017. Huvudresultat Det största problemområdet för patienter var tillgänglighet. Väntetider av olika slag förekom ofta: väntan på att få en tidsbokning, lång tid i väntrum, väntan på behandling med mera. Specifikt för primärvården framkom svårigheter att få tid över huvud taget, och uppfattningar hos patienter om att primärvården inte kan hjälpa dem med deras problem. Missnöje med den fysiska vårdmiljön nämndes främst i form av personalbrist och brist på vårdplatser, men det förekom även andra klagomål relaterade till den fysiska miljön. Bristande samordning mellan olika aktörer och instanser vållar missnöje hos somliga patienter, bland annat i form av dålig kontinuitet i vården.   Slutsatser Det finns en rad orsaker till vårdtagares missnöje som har sin grund i vårdens organisation. Med ett fokus på vårdtagarens känslor kan sjuksköterskan hjälpa vårdtagaren att utveckla och förbättra hur hen hanterar den problematiska situationen och känslorna som uppstår. Detta underlättas av att sjuksköterskan har kunskap om hur organisationen är uppbyggd, och förståelse för dess komplexitet. Denna kunskap och förståelse är även en god förutsättning för organisatoriskt förbättringsarbete. / Background The health care system is an complex structure with many different actors and professions, who are subject to different management and different conditions. Within this organisation, many situations may arise that can cause dissatisfaction among care recipients.   Aim To describe organisational factors in healthcare that cause dissatisfaction with carers, as well as to describe the selection processes for the selected articles' sample groups.   Design Literature review based on twelve articles, both quantitative and qualitative, from 2007-2017.   Main results The main problem area for patients was accessibility. Waiting times of various kinds were common: waiting to get an appointment, long time in the waiting room, waiting for treatment, and more. Specific to primary care were difficulties in getting appointments at all, and perceptions in patients that primary care could not help them with their problems. Dissatisfaction with the physical care environment was mentioned mainly in the form of understaffing and unavailability of hospital beds, but there were also other complaints related to the physical environment. Lack of coordination between different actors cause discontent in some patients, for instance due to poor continuity of care.   Conclusions There are a number of reasons for care recipients’ dissatisfaction that have their foundation in the health care organization. Focusing on the patient's emotions, the nurse can help the patient in developing and improving the handling of the problematic situation and the feelings that arise. This is facilitated by the nurse having knowledge of how the organisation is structured, and understanding of its complexity. This knowledge and understanding is also a good prerequisite for organisational improvement.

Citizen complaints about inappropriate use of force indicate negative police-public relations, unresponsive police services, and the unresponsiveness of police management to citizens' concerns. However, the effective delivery of key policing services depends on the performance of individual police officers. Surveillance technology can monitor and control the behavior of officers, ensuring that police officers provide high quality policing services that meet the needs of citizens. Examples of surveillance technology such as in-car cameras and CCTV can be used as an administrative tool to respond to citizen complaints by police chief executives. This research examines the effect of surveillance technology on the behavior of municipal police departments that is operationalized as the number of citizen complaints that were filed against municipal police departments. This research also examines the impact of surveillance technology on dismissed and sustained complaints by using 511 large municipal police departments in the U.S. from Law Enforcement Management and Administrative Statistics (LEMAS) 2003 dataset. Three different models are developed to evaluate the impact of in-car cameras and CCTV on the citizen complaints and their dispositions. Two ordinary least square regression (OLS) models and a Heckman selection model are used to analyze the data. The Heckman selection model is utilized to correct for selection bias in truncated data for sustained complaints after log transformation. The results suggest that the use of surveillance technology by the police is necessary, but insufficient, in reducing the number of complaints. The finding suggests that videotaped evidence, recorded by surveillance technology, increased the number of convictions of accused officers in municipal police departments. The analysis also suggests that municipal police departments that used CCTV only in 2003 received a higher number of citizen complaints, in comparison to municipal police departments without CCTV, both in 2000 and 2003. No evidence was found to indicate that surveillance technology has a positive impact on the percentage of dismissed complaints.

No description available.