Bakgrund: Trauma orsakar livshotande skador och mortalitet världen över och är förenat med stort lidande för den drabbade och dennes närstående. Ett välfungerande multidisciplinärt team är betydelsefullt för att åstadkomma bästa möjliga omhändertagande av patienten och minskar risken för komplikationer och dödlighet. Ett välfungerande teamarbete i det multidisciplinära teamet med olika kompetenser är en komplex uppgift som ställer höga krav på medlemmarna i teamet. Specialistsjuksköterskor i traumateamet har en betydande roll för teamarbetet vid omhändertagandet av traumapatienten. Syfte: Syftet var att studera specialistsjuksköterskors erfarenheter av nyckelfaktorer till ett välfungerande teamarbete vid traumalarm nivå 1.Metod: Kvalitativ studie med induktiv ansats. Åtta specialistsjuksköterskor inom anestesi- och intensivvård intervjuades med individuella semistrukturerade intervjuer. Data analyserades med användning av kritisk incident teknik. Resultat: Analysen av data resulterade i sex kategorier: Att ha en tydlig och riktad kommunikation i traumateamet, Att ha ett strukturerat och professionellt traumaomhändertagande, Att träna inför och reflektera efter traumalarm, Att förbereda traumarummet och traumateamet, Att ha tydlig rollfördelning och tydligt ledarskap i traumateamet samt Att ha en god stämning och ett lugnt klimat. Slutsats: Teamarbete vid traumalarm nivå 1 är en komplex uppgift där det inte finns enavgörande faktor, utan en rad olika faktorer som är beroende av varandra för ett välfungerande multidisciplinärt teamarbete. Studien ger en djupare förståelse för vilka nyckelfaktorer som är viktiga för ett välfungerande teamarbete. Vikten av att få öva motiverar till att mer resurser behövs för att kunna genomföra fler simuleringsövningar

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No description available.

A atividade industrial é um dos principais causadores dos impactos negativos ao meio ambiente, pois, para operar um processo produtivo, é indispensável o uso de insumos oriundos de recursos naturais. Para amenizar esse problema, é importante ampliar a participação de insumos energéticos mais limpos na matriz energética da indústria brasileira, a fim de promover um crescimento calcado nas propostas do desenvolvimento sustentável. Uma alternativa energética, que passou a ter importância diante da crise energética de 2000/2001, foi o gás natural (GN). O GN traz grandes expectativas ao consumidor do setor industrial, quando comparado com alguns dos seus energéticos substitutos, pois é capaz de contribuir com a redução de custos, mitigar a poluição e garantir o nível de produção sem riscos de interrupção em períodos de estiagem dos reservatórios nas hidroelétricas. Com base nisso, o presente trabalho analisa a aplicabilidade do gás natural do ponto de vista mercadológico, econômico e ambiental, por meio da identificação dos atributos que interferem na adoção do GN como energético alternativo nos principais setores industriais dos Estados de São Paulo (SP) e do Amazonas (AM) e da análise da eficiência produtiva relativa de um conjunto de equipamentos (caldeiras e aquecedores) do setor industrial, a fim de comparar o desempenho dos equipamentos que utilizam o gás natural com os que utilizam os demais energéticos. Como forma de atingir os objetivos expostos, o método compreendeu uma combinação da utilização da técnica do incidente crítico (TIC) e da análise conjunta (AC). A aplicação da técnica do incidente crítico forneceu os atributos considerados importantes para a adoção desse energético no setor industrial, e a análise conjunta serviu para determinar a utilidade e importância relativa dos atributos relevantes na escolha do consumidor. Além disso, foi utilizada a análise por envoltória de dados (DEA) como forma de analisar a eficiência produtiva relativa dos equipamentos estudados. Vale ressaltar que a análise por meio da DEA foi baseada na relação custo/benefício dos equipamentos. Os benefícios considerados eram de natureza econômica e ambiental. Com o presente trabalho, foram obtidos resultados importantes que podem ajudar as empresas usuárias e não usuárias do GN a mensurar, de forma mais objetiva, os benefícios oriundos da utilização deste energético nos processos produtivos e, também permitir ao governo estabelecer estratégias adequadas para incentivar o uso do gás depois da prevista ampliação da sua oferta devido às descobertas recentes de reservas na camada pré-sal e do funcionamento do novo gasoduto Urucu-Coari-Manaus. / Industrial activity is one of the main originators of negative impacts to the environment, given that the use of raw materials from natural resources is indispensable when operating a production process. To mitigate this problem, it is important to broaden the participation of cleaner energy inputs in the Brazilian energy sector in order to promote growth based on the proposals of sustainable development. An alternative energy is natural gas (NG), which became important after the energy crisis of 2000/2001. When compared with some of its energy substitutes, NG brings great expectations to the consumer industry since it is able to reduce costs, mitigate pollution and ensure the level of production without the risk of supply interruption from the hydroelectric plants during the dry periods. Based on this context, this paper analyzes the applicability of natural gas from a marketing, economic and environmental point of view, by identifying the attributes that influence the adoption of natural gas as alternative energy in the major industrial sectors of the states of São Paulo (SP) and Amazonas (AM), and examines the relative productive efficiency of a set of equipments (boilers and heaters) in the industrial sector, in order to compare the performance of equipments that use natural gas with those using other energy sources. To achieve the stated objectives, the method used included a combination of the critical incident technique (CIT) and conjoint analysis (CA). The application of the critical incident technique provided the attributes considered important for the adoption of this energy source in the industrial sector, and the conjoint analysis determined the usefulness and relative importance of the pertinent attributes in the consumers choice. Additionally, the data envelopment analysis (DEA) was used as a way to analyze the relative productive efficiency of the equipments that were studied. It should be noted that the DEA analysis was based on the equipments cost-effective ratio. The benefits considered were essentially economic and environmental. This study obtained important results that can help NG user and nonuser companies to more objectively measure the benefits of applying this energy source in production processes, as well as enable the government to establish appropriate strategies to encourage gas use after its foreseen production expansion, on account of recent discoveries of reserves in the pre-salt layers and the operation of the new Urucu-Coari-Manaus gas pipeline.

Orientation: Emotions at work have been considered as an important facet of employees’ work life. However, research regarding the investigation of the emotion experiences at work per se has been lacking. Research Purpose: The general objective of this study is to critically investigate what emotion events are experienced and how these events are appraised for them to result in specific emotions. Motivation for the study: Currently a lack of research regarding emotion experiences as a process exists. Research design, approach and method: To investigate emotion experiences as a process a Qualitative study was conducted among one hundred (n=100) professional mining employees using The Critical Incident Technique Approach. Main findings: 84% of the participants experienced negative emotion events and a mere 14% of participants experienced positive emotion events at work. Negative emotion events were appraised as negative and participants indicated not having control or power over the events, yet adaption was possible. Negative emotions included: anger, disgust and sadness. Positive emotion events were appraised as positive even though the participants reported not having control or power over the situation. Participant did report being able to live with the consequences. Positive emotions provoked included joy, pleasure and pride. Practical/managerial implications: When the emotion experiences of employees are investigated as a process, better understanding of emotions will be gained which will enable the implementation of the most appropriate interventions to fulfil individual needs and reaching organisational goals. Contribution/value-adding: Existing research on the emotion experience as a process has been lacking especially in the South African context. This study will thus contribute to research regarding the investigation of the emotion experience as a process and not mere independent components. / MA (Industrial Psychology), North-West University, Potchefstroom Campus, 2013

Orientation: Emotions at work have been considered as an important facet of employees’ work life. However, research regarding the investigation of the emotion experiences at work per se has been lacking. Research Purpose: The general objective of this study is to critically investigate what emotion events are experienced and how these events are appraised for them to result in specific emotions. Motivation for the study: Currently a lack of research regarding emotion experiences as a process exists. Research design, approach and method: To investigate emotion experiences as a process a Qualitative study was conducted among one hundred (n=100) professional mining employees using The Critical Incident Technique Approach. Main findings: 84% of the participants experienced negative emotion events and a mere 14% of participants experienced positive emotion events at work. Negative emotion events were appraised as negative and participants indicated not having control or power over the events, yet adaption was possible. Negative emotions included: anger, disgust and sadness. Positive emotion events were appraised as positive even though the participants reported not having control or power over the situation. Participant did report being able to live with the consequences. Positive emotions provoked included joy, pleasure and pride. Practical/managerial implications: When the emotion experiences of employees are investigated as a process, better understanding of emotions will be gained which will enable the implementation of the most appropriate interventions to fulfil individual needs and reaching organisational goals. Contribution/value-adding: Existing research on the emotion experience as a process has been lacking especially in the South African context. This study will thus contribute to research regarding the investigation of the emotion experience as a process and not mere independent components. / MA (Industrial Psychology), North-West University, Potchefstroom Campus, 2013

國人自我贈禮的風氣方興未艾，但在資源的束縛與傳統價值觀的影響下，使得消費者不免陷於困窘之境，而本研究即欲探討消費者自我贈禮與消費罪惡感之間的關係。本研究目的有四：其一，瞭解國人引發自我贈禮的主要背景情境與動機，並試圖對自我贈禮加以分類，以求得主要的背景情境與動機所對應之自我贈禮類型；其二，發展消費罪惡感之構面與發生時機；其三，瞭解不同自我贈禮類型與消費罪惡感的對應關係；其四，探討在不同產品類型的影響之下，自我贈禮與消費罪惡感的對應關係是否有所不同。 本研究以關鍵事件法設計問卷，透過三次前測得到正式問卷，針對60位消費者進行訪談及問卷施測，共收集了60個自我贈禮事件。經資料分析過後，得到研究結果可歸納成四大方向： 首先在自我贈禮方面，背景情境按發生頻次多寡依序為：發生重大事件、有成就感、工作辛苦、壓力負荷、心情低落、有額外資源、週期性自我回饋；背景情境與動機之間呈現一對一的關係，分別是為了留下紀念、犒賞自己、慰勞自己、抒解壓力、愉悅自己、維持好心情、對自己好一點。另外，若依照產品導向程度的強弱以及資訊準備程度的高低針對自我贈禮進行分類，國人進行最不常發生的自我贈禮類型為「高度產品導向—低度資訊準備」—驚鴻一瞥型。 其次在消費罪惡感方面，其構面為猶豫感、金錢疼惜感、愧疚感，時機為購買之前的預期性罪惡感，購買當下的進行性罪惡感，以及購買之後的反應性罪惡感，而雖然各時機都會有各構面的成分，但預期性罪惡感最主要的構面為猶豫感，進行性罪惡感最主要的構面為疼惜感，反應性罪惡感最主要的構面為愧疚感。 接著在自我贈禮與消費罪惡感之關係方面，當消費者進行週期性自我回饋時，會感受到程度最高的預期性罪惡感；而當消費者因有成就感或心情低落時所進行之自我贈禮，其感受到的是程度最低的預期性罪惡感。至於，若是屬於高度產品導向類型者，其表現在消費罪惡感上的類型最主要為財務類罪惡感；若是屬於低度產品導向類型者，比較有可能不會產生消費罪惡感。 最後，若是受到不同產品類型影響的情況下，由於自我贈禮之禮物類型皆為奢侈品，因此以功能型與享樂型產品做為產品分類的標準。對於購買功能型奢侈品做為自我贈禮禮物的消費者而言，無論是高度產品導向或是低度產品導向類型者，其表現在消費罪惡感上，最主要的類型為財務類罪惡感；對於購買享樂型奢侈品做為自我贈禮禮物的消費者而言，若是高度產品導向類型者，其表現在消費罪惡感上，最主要的類型為財務類罪惡感；若是低度產品導向者，則傾向完全沒有罪惡感。 整體而言，本研究不僅為國人自我贈禮的背景情境與動機之先導研究，亦開啟了消費罪惡感研究之先河，並建立消費罪惡感的構面與時機，著實為後續研究奠定了相當的基礎。 / People in Taiwan have tended to buy themselves gifts recently. However, under the constraints of resources and the influence of traditional values, they would hesitate to buy or not to buy. This study focuses on this interesting theme-the relationship between consumers’ self-gift giving and consumer guilt. The objectives of this study are to explore consumers’ motivations of self-gifts, the dimensions and evolution of consumer guilt, and the relationship between consumers’ self-gift giving and consumer guilt. Product categories are also under the consideration of this study to examine the effects of different products on the relationship between consumers’ self-gift giving and consumer guilt. This research employed the critical incident techniques. A questionnaire was first designed and pre-tested three times before the main field work. Through collecting, sorting and analyzing 60 self-gift giving events, the results pointed out four main parts as followed. To begin with, the results indicated that consumers will buy gifts for themselves when the important events happened, something achieved, some hard work finished, feeling stressed, being depressed, gaining some extra resources, and purchasing periodically. These situations were one-to-one corresponding to some motivations, respectively to remember, to reward, to compensate, to relieve, to revive, to keep in a good mood, and to be nice to oneself. In addition, self-gift giving behavior might be divided into four types by the degree of product-oriented (high vs. low) and the degree of information-prepared (high vs. low). However, few Taiwanese were classified by “high product-oriented and low information-prepared”, called “Glance”. Secondly, the consumer guilt had three dimensions-hesitation, anguish, and remorse. Also, it had three moments of occurrence. The anticipatory guilt occurred before purchasing; the proceeding guilt occurred when purchasing; and the reactive guilt occurred after purchasing. Although each moment of consumer guilt included three dimensions meanwhile, what’s more important, the major dimension of anticipatory guilt was hesitation, the major dimension of proceeding guilt was anguish, and the major dimension of reactive guilt was remorse. As for the relationship between consumers’ self-gift giving and consumer guilt, consumers had the highest degree of anticipatory guilt when they bought gifts for themselves under periodical purchase. However, consumers had the lowest degree of anticipatory guilt if they bought self-gifts under achievements or depression. Besides, if self-gift giving behavior was highly product-oriented, consumers would have financial consumer guilt. Moreover, if self-gift giving behavior was lowly product-oriented, consumers would have no consumer guilt. Finally, this study concerned the functional/hedonic products moderating the relation between self-gift giving and consumer guilt. For those who bought themselves functional gifts, no matter this self-gift giving behavior belonged to highly or lowly product-oriented, consumers would have financial consumer guilt. For those who bought themselves hedonic gifts, if this self-gift giving behavior was highly product-oriented, consumers would have financial consumer guilt; however, if this self-gift giving behavior was lowly product-oriented, consumers would have no consumer guilt.

A atividade industrial é um dos principais causadores dos impactos negativos ao meio ambiente, pois, para operar um processo produtivo, é indispensável o uso de insumos oriundos de recursos naturais. Para amenizar esse problema, é importante ampliar a participação de insumos energéticos mais limpos na matriz energética da indústria brasileira, a fim de promover um crescimento calcado nas propostas do desenvolvimento sustentável. Uma alternativa energética, que passou a ter importância diante da crise energética de 2000/2001, foi o gás natural (GN). O GN traz grandes expectativas ao consumidor do setor industrial, quando comparado com alguns dos seus energéticos substitutos, pois é capaz de contribuir com a redução de custos, mitigar a poluição e garantir o nível de produção sem riscos de interrupção em períodos de estiagem dos reservatórios nas hidroelétricas. Com base nisso, o presente trabalho analisa a aplicabilidade do gás natural do ponto de vista mercadológico, econômico e ambiental, por meio da identificação dos atributos que interferem na adoção do GN como energético alternativo nos principais setores industriais dos Estados de São Paulo (SP) e do Amazonas (AM) e da análise da eficiência produtiva relativa de um conjunto de equipamentos (caldeiras e aquecedores) do setor industrial, a fim de comparar o desempenho dos equipamentos que utilizam o gás natural com os que utilizam os demais energéticos. Como forma de atingir os objetivos expostos, o método compreendeu uma combinação da utilização da técnica do incidente crítico (TIC) e da análise conjunta (AC). A aplicação da técnica do incidente crítico forneceu os atributos considerados importantes para a adoção desse energético no setor industrial, e a análise conjunta serviu para determinar a utilidade e importância relativa dos atributos relevantes na escolha do consumidor. Além disso, foi utilizada a análise por envoltória de dados (DEA) como forma de analisar a eficiência produtiva relativa dos equipamentos estudados. Vale ressaltar que a análise por meio da DEA foi baseada na relação custo/benefício dos equipamentos. Os benefícios considerados eram de natureza econômica e ambiental. Com o presente trabalho, foram obtidos resultados importantes que podem ajudar as empresas usuárias e não usuárias do GN a mensurar, de forma mais objetiva, os benefícios oriundos da utilização deste energético nos processos produtivos e, também permitir ao governo estabelecer estratégias adequadas para incentivar o uso do gás depois da prevista ampliação da sua oferta devido às descobertas recentes de reservas na camada pré-sal e do funcionamento do novo gasoduto Urucu-Coari-Manaus. / Industrial activity is one of the main originators of negative impacts to the environment, given that the use of raw materials from natural resources is indispensable when operating a production process. To mitigate this problem, it is important to broaden the participation of cleaner energy inputs in the Brazilian energy sector in order to promote growth based on the proposals of sustainable development. An alternative energy is natural gas (NG), which became important after the energy crisis of 2000/2001. When compared with some of its energy substitutes, NG brings great expectations to the consumer industry since it is able to reduce costs, mitigate pollution and ensure the level of production without the risk of supply interruption from the hydroelectric plants during the dry periods. Based on this context, this paper analyzes the applicability of natural gas from a marketing, economic and environmental point of view, by identifying the attributes that influence the adoption of natural gas as alternative energy in the major industrial sectors of the states of São Paulo (SP) and Amazonas (AM), and examines the relative productive efficiency of a set of equipments (boilers and heaters) in the industrial sector, in order to compare the performance of equipments that use natural gas with those using other energy sources. To achieve the stated objectives, the method used included a combination of the critical incident technique (CIT) and conjoint analysis (CA). The application of the critical incident technique provided the attributes considered important for the adoption of this energy source in the industrial sector, and the conjoint analysis determined the usefulness and relative importance of the pertinent attributes in the consumers choice. Additionally, the data envelopment analysis (DEA) was used as a way to analyze the relative productive efficiency of the equipments that were studied. It should be noted that the DEA analysis was based on the equipments cost-effective ratio. The benefits considered were essentially economic and environmental. This study obtained important results that can help NG user and nonuser companies to more objectively measure the benefits of applying this energy source in production processes, as well as enable the government to establish appropriate strategies to encourage gas use after its foreseen production expansion, on account of recent discoveries of reserves in the pre-salt layers and the operation of the new Urucu-Coari-Manaus gas pipeline.

Submitted by Fabiana Gonçalves Pinto (benf@ndc.uff.br) on 2015-12-08T11:39:53Z No. of bitstreams: 1 Marcia Farias de Oliveira dos Santos.pdf: 7913737 bytes, checksum: 8b7f304719cb9775d8b1e05fec5959c4 (MD5) / Made available in DSpace on 2015-12-08T11:39:53Z (GMT). No. of bitstreams: 1 Marcia Farias de Oliveira dos Santos.pdf: 7913737 bytes, checksum: 8b7f304719cb9775d8b1e05fec5959c4 (MD5) Previous issue date: 2014 / Mestrado Acadêmico em Ciências do Cuidado em Saúde / Estudo realizado para obtenção do grau de Mestre em Ciências do Cuidado em Saúde da Universidade Federal Fluminense. Objeto: os processos de medicação realizados pela equipe de enfermagem da Unidade Neonatal do Hospital Universitário Pedro Ernesto. Objetivos: Descrever os processos de preparo e administração de medicamentos, executados pela equipe de enfermagem da unidade, através da construção de fluxogramas; Analisar por meio de incidentes críticos as situações, comportamentos e consequências, positivos e negativos, identificados nos processos de preparo e administração de medicamentos, a partir do relato da equipe de enfermagem. Método: Pesquisa descritiva, qualitativa, utilizando a Técnica do Incidente Crítico (TIC). Para coleta de dados a proposta foi de realização de entrevistas individuais, semiestruturadas com profissionais de enfermagem lotados no cenário do estudo pelo menos desde março de 2012, realizando atividades de assistência direta de enfermagem, sendo esta a amostragem proposital. Foi considerada atingida a saturação dos dados com 39 entrevistas realizadas, sendo 20 com enfermeiros e 19 com técnicos de enfermagem. Para realização das entrevistas contou-se com uma auxiliar de pesquisa. O material foi gravado e posteriormente transcrito. O conteúdo das entrevistas foi lido exaustivamente e pré-analisado nos moldes da TIC tendo como base a separação, nos textos de cada entrevista, dos elementos situação, comportamento e consequência e polaridades positiva e negativa. Por escolha metodológica de unir a análise de conteúdo preconizada por Flanagan àquela descrita por Bardin, os dados foram lançados em quadros, gerando unidades de registro. A seguir foi realizado o agrupamento dos incidentes críticos positivos e negativos em subcategorias, nomeadas por palavras-chave que emergiram dos conteúdos (unidades de significância), Oito categorias foram obtidas, quatro por polaridade: time de medicação, divisão de tarefas, atividades técnicas e atuação da gerência. Leituras das normas e rotinas de medicação da Unidade serviram de base para elaboração de fluxogramas dos processos de trabalho estudados. Como conclusão do estudo foi apresentado que a fluxogramação dos processos indicou a necessidade de reavaliação na divisão de tarefas durante o processos de preparo de medicamentos e necessidade de inclusão de atividades de monitoramento do sistema de medicação. Quanto a análise dos incidentes críticos, as subcategorias de incidentes negativos com mais relatos agrupados foram as denominadas divisão de tarefas e atividades técnicas. Nessas subcategorias os relatos apontaram uma preocupação com a persistência dos erros, com questões éticas e com atividades desenvolvidas em outras fases do sistema de medicação, pontos considerados prioritários nos estudos produzidos na área. Em relação à persistência dos erros, as duas metodologias utilizadas apontam para o mesmo caminho: a necessidade de monitoramento dos eventos adversos e de adoção de estratégias que diminuam a ocorrência e persistência desses eventos. Espera-se que os resultados obtidos e o produto do trabalho possam colaborar com o contínuo desenvolvimento do processo de medicação adotado na Unidade Neonatal, com o desenvolvimento de pesquisas na Instituição e com a melhoria da assistência de enfermagem em geral, já que apresenta metodologias aplicáveis à análise de processos de trabalho em qualquer realidade de cuidado. / This is a research project for the Academic Master’s Degree in the Sciences of Health Care, of the Fluminense Federal University. Object: medication processes executed by the nursing team in the Neonatal Unit of the University Hospital Pedro Ernesto.. Objectives: To describe the process of preparing and administrating the medication, which are performed by the nursing team, byusing flowcharts created to represent this work process. To analyze the situations, behavior and consequences - both positive and negative - identified in the process, based on the reports of the professionals involved. Method: This is a descriptive, qualitative research, using the Critical Incident Technique (CIT) approach. The data was collected through individual, semi-structured, recorded interviews with nursing professionals from the University Hospital. Those workers should be part of the hospital staff at least since march 201, and be involved in activities of direct care, thus being an stratified sample.The data was saturated after interviewing 39 employees: 20 nurses e 19 nurse technicians. A research assistant helped collect the interviews. The data was recorded and later transcribed. The material was then extensively read and preanalyzed following the CIT precepts. ,by separating the following elements: situation, behavior and consequence, and its respective positive and/or negative polarities. It was decided that the methodology of this research would unite the content analysis as it was defined by Flanagan to that of Bardin; this resulted in the creating of data tables from which registration unities were extracted. Afterwards, the positive and negative critical incidents were grouped in subcategories, named after key-words noted from the content of the interviews. Eight categories were obtained, four per polarity: the medication team, task division, implanted technical activities and the actions of the management. The rules and routines of the medication unit served as the base for the elaboration of flowcharts of the studied work processes. The resulting flowchart indicated the need to reevaluate the task division in the process of preparing and administrating the medications, as well as the inclusion of monitoring activities in the medication system. The analysis of the critical incidents showed that the subcategory of negative critical incidents with the most reports were task division and implanted technical activities, in which reports indicated concerns about the persistence of errors, ethical matters and with the activities performed in other stages of the medication process; points that are consistently approached in studies in the field. In relation to error persistence, both of the methodologies applied point out to the same path: the need to monitor the adverse events, and the implementation of strategies to reduce its persistency and occurrences. The author hopes that the results obtained might assist with the continuous development of the medication system adopted by the Neonatal Unit and with the development of researches in the institution, as well as helping improve the nursing assistance in general, since this research works with a methodology which can be applied in the analyzes of work processes in any care-related context.

The fast paced evolution of technology has changed the way people interact with service providers in a significant way; the introduction of new service delivery channels has mainly been based on technological advances rather than on customer needs. During the last 20 years the banks have extended their service offerings from just having the branch offices to the multichannel service delivery systems of today, including; phones, computers and smartphone apps. Previous research has concluded that there were many barriers for mobile banking to become a widespread service delivery channel for banks, such as technical limitations, trust issues and social obstacles. In order to understand the role of the smartphone in this multichannel ecology, a qualitative interview study was undertaken focusing on the customers’ perception of the bank. The results show that the choice of channel is dependent on personal characteristics, perceived risk, context and how the task itself is perceived. The results show that the current role of the smartphone is complementary to the other channels, providing the customer with basic banking services wherever they are; it supports the customer in the activity of managing ones private economy and providing the informant with the feeling of control. The results also include insights into the life of three customers and their interaction with their bank over the course of one month in the form of customer journey maps.