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.

Cette thèse étudie les processus de création d’activité (PCA) réussis et les pratiques du raisonnement par effectuation (logique effectuelle) combinées ou non avec le raisonnement par causation – logique causale de la théorie des « causes à effet » chez les entrepreneurs. A partir de notre question de recherche : comment crée-t-on une entreprise réussie et comment résout-on les incidents critiques liés à la création d’activité, nous étudions les démarches que les entrepreneurs ont utilisées dans le 10ème arrondissement de Paris pour identifier des données socio-économiques et des caractéristiques territoriales inédites comme ressources et comme contingences pour réussir leurs processus de création d’activité (PCA). Notre problématique de recherche débouche en réalité dans un continuum logique cherchant à comprendre les processus par lesquels ont suivi les projets de création d’activité qui ont réussi ainsi que les méthodes de résolution d’incidents critiques liés à la création d’activité.Par incident, on entend une difficulté (par extension un problème, un obstacle) qui intervient au cours du projet de création et dont les conséquences peuvent être critiques ou graves si elle n’est pas résolue par les créateurs d’activités. Le caractère critique (ou grave) renvoie ici à ce qui n’est pas de leur routine. Cela veut dire que de tel incident peut entraîner l’abandon du processus de création en cours, voire le freiner ou induire à son renoncement. De ce fait, l’on peut supposer que leur survenance peut être liée au contexte du territoire (par exemple, aux facteurs institutionnels ou aux conditions structurelles du lieu d’installation), au type de ressources mobilisées en question ou aux outils et aux méthodes utilisés. Pour répondre à cette question de recherche nous avons retenu trois hypothèses de recherches, à savoir : L’hypothèse H1 qui correspond à la causation (approche décrite comme dominante dans les milieux des créateurs d’entreprise) où elle postule que l’entrepreneur réussit son processus de création d’activité (PCA) s’il est bien formé dans les business schools avec les bons outils (business model) et les bonnes méthodes (analyse de la valeur) qu’il suffit de répliquer ou de dupliquer dans n’importe quel contexte sans tenir compte des situations ou des contingences favorables ou pas. Autrement s’il est suffisamment qualifié et formé dans les milieux académiques. Ensuite vient l’hypothèse H2 de l’effectuation qui fragilise ou caricature l’hypothèse H1 où l’on considère cette fois-ci que l’entrepreneur réussit son (PCA) s’il sait construire une situation d’opportunité inédite ou imprévue du fait des qualités spécifiques qui lui sont propres tel que le charisme, la personnalité et des capacités individuelles rivales (c’est-à-dire des capacités individuelles presque inégales de par leur nature). Ces deux hypothèses H1 et H2 s’inspirent des travaux de Sarasvathy (publication 2001c, a, b et année suivante). Vient enfin l’hypothèse 3 qui intervient dans cette tension entre H1 et H2 pour leur remise en cause. Pour l’hypothèse 3 (Territoire) l’entrepreneur réussit son (PCA) lorsque celui-ci sait intégrer dans son plan de création d’activité le rôle du territoire disposant des ressources facilitantes (et/ou non contraignantes). Autrement dit, un cadre institutionnel habilitant ou des dispositifs facilitants tels que les politiques publiques de développement et de promotion de l’entrepreneuriat sur le territoire ou sur le lieu d’installation des activités en question. Et dans ce cas pour H3, la formation et les qualifications de l’entrepreneur (H1), son charisme et sa personnalité (H2) importent peu. / This thesis examines the business creation process (BCP) and successful practices reasoning effectuation (effectual logic) combined or not with the reasoning by causation - causal logic of the theory of "cause and effect" among entrepreneurs. From our research question: how do you create a successful business and how it solves-critical incidents related to business creation, we study the steps that entrepreneurs have used in 10th arrondissement of Paris to identify socioeconomic data and unpublished resources and territorial characteristics such as contingencies to succeed in business creation process (BCP). Our research problem leads actually in a logical continuum seeking to understand the processes that followed the activity creating successful projects and the methods of resolution of critical incidents related to business creation.By incident means a difficulty (by extension a problem, an obstacle) that occurs during the project creation and whose consequences can be critical or severe if it is not resolved by the creators of activities. The critical nature (or severe) here refers to what is not in their routine. This means that such an incident can result in the abandonment of the creative process in progress or slow down or lead to its cessation. Therefore, we can assume that their occurrence may be related to the context of the territory (eg, institutional factors or structural conditions of the installation place), type of resources mobilized in question or to the tools and methods used.To answer this research question we selected three research hypothesis, namely: The H1 hypothesis that matches causation (described as dominant approach in enterprise environments creators) where it assumes that the entrepreneur succeeds its business creation process (BCP) it is well trained in the business schools with the right tools (business model) and the right methods (value analysis) that simply replicate or duplicate in any context regardless of situations or contingencies favorable or not. Otherwise if it is sufficiently trained and qualifed in academic circles. Next comes the H2 hypothesis effectuation that weakens or caricature H1 should we consider this time that the entrepreneur succeeds his (BCP) if he can build a situation of unusual or unexpected opportunity of made specific qualities of its own such as charisma, personality and rival individual capacities (that is to say almost unequal individual capacities in nature). These two hypotheses H1 and H2 are based on the work of Sarasvathy (publication 2001c, a, b and following year). Finally comes the hypothesis 3 which is involved in this tension between H1 and H2 for their questioning. For hypothesis 3 (Territory) the entrepreneur succeeds his (BCP) when it can integrate into its business plan to create the role of territory with facilitative resources (not binding). In other words, an institutional framework enabling or facilitating of devices such as policy development and promotion of entrepreneurship on the territory or in the place of installation of these activities. And in this case for H3, training and entrepreneur's qualifications (H1), charisma and personality (H2) is irrelevant.

Submitted by Ann-Kathrin Grüner (gruener_ann-kathrin@t-online.de) on 2017-11-16T18:47:40Z No. of bitstreams: 1 Ann-Kathrin Grüner_Master Thesis MPGI_2017.pdf: 2261176 bytes, checksum: eb202b6f04ec9ea725fc1f08bde8b2fd (MD5) / Approved for entry into archive by Josineide da Silva Santos Locatelli (josineide.locatelli@fgv.br) on 2017-11-17T10:30:07Z (GMT) No. of bitstreams: 1 Ann-Kathrin Grüner_Master Thesis MPGI_2017.pdf: 2261176 bytes, checksum: eb202b6f04ec9ea725fc1f08bde8b2fd (MD5) / Made available in DSpace on 2017-11-17T11:59:28Z (GMT). No. of bitstreams: 1 Ann-Kathrin Grüner_Master Thesis MPGI_2017.pdf: 2261176 bytes, checksum: eb202b6f04ec9ea725fc1f08bde8b2fd (MD5) Previous issue date: 2017-10-30 / The automotive industry always has been crisis prone and with the most recent Volkswagen emission incident, this dissertation aims at understanding the effects of a crisis on the brand reputation of the affected firm, measured with 4 different frameworks (namely the RepTrak model, the Interbrand method, Young&Rubicam’s Brand Asset Valuator and Keller’s Customer-based Brand Equity), and its behaviors reacting to it during the course of the crisis. To provide a base for comparison, two case studies about Ford and Volkswagen were considered and contrasted. Examining the companies’ cases, it showed that both enterprises dealt rather similar with the incident faced, proving that the firms did not learn from prior similar incidents occurred to third parties. In determining the adequacy of the initiative actions compared to the theoretically suggested ones, it was found that neither company followed the suggestions made by existing literature and that the companies’ own actions proved rather inadequate, happening with delay, trying to hide the own misdeeds and eventually losing their customers’ trust. Deducing lessons learned for future crisis-affected enterprises, the two cases proved beneficial in confirming the essentiality of speed and timeliness in a crisis situation, the relevance of admitting oneself to the scandal before the media covers it, sincerity and consistency in one’s words and actions, equity in the treatment of affected parties and the importance of regarding the own situational context. / A indústria automobilística sempre foi propensa a crises e com o incidente mais recente da Volkswagen manipulando valores de emissões, esta dissertação se dirige a compreender os efeitos de uma crise na reputação da marca da empresa afetada, medida com quatro modelos diferentes (para ser exato o modelo RepTrak, o método Interbrand, o Brand Asset Valuator de Young&Rubicam e o Customer-based Brand Equity de Keller), e seus comportamentos frente à crise. Para fornecer uma base para comparação, dois estudos de caso sobre Ford e Volkswagen foram considerados e contrastados. Examinando os casos das empresas, exibiu que ambas empresas lidaram com os incidentes encarados de uma forma parecida, provando que nenhum deles aprendeu de incidentes parecidos encarados por terceiros no passado. Determinando a adequação de ações iniciativas comparados com as sugeridas por teorias, constatou-se que ambas as empresas abdicaram das sugestões da literatura vigente e que suas tomadas de ações foram inadequadas, por conta de seu atraso e tentativa de ocultação dos próprios delitos, resultando em perda de confiança de seus clientes. Deduzindo lições para potenciais empresas afetadas de crises no futuro, ambos os estudos se mostraram proveitosos ao ratificar a importância da velocidade e tempestividade em uma situação de crise, a relevância em antecipar à mídia pública em se admitir o escândalo, sinceridade e consistência nas palavras e nas ações, equidade no tratamento de terceiros afetados e a importância de considerar o contexto da situação.

Critical care nurses experience stressful situations in their daily working environments. The question arises for nurses: are there adequate support systems in the critical care environment and what are critical care nurses doing to mantain their own health and well-being. Facilitating conscious awareness among critical care nurses could enhance their resiliency and their hardiness, strengthening their coping capacities in stressful working situations. The contextual framework adopted for this research was the Neuman Systems Model. A qualitative research approach (exploratory, descriptive and contextual) was used to explore and describe the stress experienced by critical care nurses. Focus group interviews were conducted with critical care nurses and individual interviews with nurse managers. The results revealed their perceptions and experiences about the effects of stress in the critical care environment, as well as some of their coping strategies. Raising critical care nurses' levels of conscious awareness about their coping strategies with stressful events in their daily working lives, could enhance their resiliency and hardiness, enabling them to continue working effectively in stressful environments. This could enhance the general well-being of individual critical care nurses, the nursing care rendered to critically ill patients, and save money for the health care services by reducing turnover rates among critical care nurses. / Health Studies / D.Litt. et Phil. (Health Studies)

In my thesis, I postulated the target to map the methods and procedures applied by the CR Police, Regional Police Headquarters of the South-Bohemian Region within the primary, secondary as well as tertiary prevention of posttraumatic reactions and disorder. A partial target of the thesis is finding out the rate of the satisfaction with availability of intervention care for policemen and employees of the Regional Police Headquarters of the South-Bohemian Region, finding out the rate of the awareness, usability and satisfaction with the care of the posttraumatic intervention team in the South-Bohemian Region, awareness of the service Help Line in crisis and its usability. Moreover I postulated the goal to map the interest in the possible internet helpline in the scope of IZS with elaboration of SWOD analysis. Everybody, also policemen may suffer from stress reaction. Also they can have the psychical and physical signs of an acute stress reaction. They perform the most of service acts, interventions in a routine way, however, besides this, also situations occur, differing from the normal life experience and policemen get in this way very often into the stress situations, which can arouse deep mental turbulences. The impact of feelings on the mental state in case of extreme experiences is a normal human reaction in a not normal situation. At present, each policeman has the possibility to ask for help a team of specially trained experts, the team of posttraumatic intervention care. In the team, not only psychologists are working, but also experienced policemen, experts of the branch of the Ministry of Interior and the priests prepared to help with their experience, erudition and knowledge acquired by a special training. Since 2001 the impacted person may call the anonymous Crisis Help Line, which is a supporting part of the posttraumatic intervention care for the policemen, firemen, employees of the branch of the Ministry of Interior and their family members. The crisis help line is also at disposal to the public in case of extraordinary events and crisis situations. For this reason, this thesis treats the methods of posttraumatic intervention care, awareness, usability, satisfaction and trust in these branch offices of the CR Police.

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.