Serviços e trabalho no sector bancário : Um estudo do (des)empenho e satisfação no trabalho em dois balcões de uma instituição bancária

Quem faz e garante a qualidade dos serviços prestados são as pessoas, muito mais do que os ambientes, os processos e as tecnologias. Nesse sentido, o nosso trabalho procurou analisar sociologicamente o (des)empenho e satisfação dos funcionários bancários, factores que conduzem à prestação de "serviços-produto" de qualidade, com um nível significativo de acompanhamento, evidenciando a relação entre a satisfação dos empregados e o correspondente reflexo na satisfação dos clientes. Através da análise de dois balcões de uma instituição bancária procurámos identificar os níveis de satisfação existentes e os factores envolvidos. Optámos por realizar um estudo de caso, descrevendo as características das agências, e procurámos identificar os factores sócio-organizacionais responsáveis pela satisfação/insatisfação dos empregados, abordando aspectos como a organização do trabalho, a qualidade de vida, os problemas de saúde/doença, os relacionamentos interpessoais, as remunerações, o reconhecimento. A "servicialização" de que a banca tem vindo a ser objecto, tal como outros sectores económicos, foi igualmente abordada na nossa investigação, analisando-se a relação de serviço e o modelo de competência preconizados no sector bancário, actualmente reconhecido como um sector dedicado à prestação de "serviços-produto". Os processos informais que medeiam as regras e as práticas concretas de trabalho, enquanto "espaços sociológicos" nos quais se concretizam diferentes formas de negociação, continuamente accionadas pelos actores (trabalhadores bancários), também foram objecto de observação, dada a sua importância como geradores de possibilidades de redefinição dos limites e alcance estratégico dos recursos do grupo profissional dos bancários. ABSTRACT; People are responsible for the quality of services, much more than ambient, procedures and technologies. Our project tried to analyse through the sociological point of view the performance and satisfaction of bank employees and the factors which are responsible for “services-product" of quality, with high attendance standing out the relation between employees’ satisfaction and clients' satisfaction. Analysing two branches of a bank we tried to identify the satisfaction level and other connected factors. We opted to make a case study describing the branches' characteristics, trying to identify the socio-organizational responsible factors for satisfactionIno satisfaction of employees, dealing with aspects such as work organization, life quality, health/illness complaints, employees’ relationship, wages and reconnaissance. The bank sector and other financial sectors are becoming a "service area", so, our research pointed out the service relations and the competence model seen in the bank sector. The "actors" (bank employees) were observed and interviewed, because they are the main responsible for the informal procedures, the norms and practical work methods, inside the “sociological spaces” where different negotiation procedures occurred, generating new limits and strategic ranges for the resources of the professional group of bank clerks.

Computerized key to the genus Bursaphelenchus Fuchs, analysis of species clusters based on morphology, using information of insect vectors and associated plants, with a revision of the genus.

The genus Bursaphelenchus includes B. xylophilus (Steiner et Buhrer, 1934) Nickle, 1981, which is of world economic and quarantine importance. Distinction among several species of the pinewood nematodes species complex (PWNSC) is often difficult. Besides standard morphology, morphometrics and molecular biology, new tools are welcome to better understand this group. The computerized (or e-) key of this genus, presented in this communication, includes 74 species (complete list of valid species of the world fauna) and 35 characters, that were used by the taxonomic experts of this group, in the original descriptions. Morphology of sex organs (male spicules and female vulval region) was digitized and classified to distinguish alternative types. Several qualitative characters with overlapping character states (expressions) were transformed into the morphometric indices with the discontinuous ranges (characters of ratios of the spicule dimensions). Characters and their states (expressions) were illustrated in detail and supplied by brief user-friendly comments. E-key was created in the BIKEY identification system (Dianov & Lobanov, 1996-2004). The system has built-algorithm ranging characters depending on their diagnostic values at each step of identification. Matrix of species and the character states (structural part of the e-key database) may be easily transformed using statistical packages into the dendrograms of general phenetic similarities (UPGMA, standard distance: mean character difference). It may be useful in the detailed analysis of taxonomy and evolution of the genus and in its splitting to the species groups based on morphology. The verification of the dendrogram using the information on the species links with insect vectors and their associated plants, provided an opportunity to recognize the five clusters (xylophilus, hunti, eremus sensu stricto, tusciae and piniperdae sensu stricto), which seem to be the natural species groups. The hypothesis about the origin and the first stages of the genus evolution is proposed. A general review of the genus Bursaphelenchus is presented.

Review of the genus Bursaphelenchus Fuchs, 1937 (Nematoda, Aphelenchida) with some conclusions on the host-parasite and vector-parasite evolution.

INTRODUCTION AND GOALS: Genus Bursaphelenchus includes several pests of the world importance for the rural economy, the most dangerous are the Bursaphelenchus xylophilus (the pinewood nematode caused decline of the pine trees in south Asia and in one spot area in Europe, Portugal, Peninsula de Setubal) and the Bursaphelenchus cocophilus, causing the decline of coco-palm plantations in Carribean and Latin American regions. The peculiarity of the host-parasite association of the genus that the nematode life cycle includes three trophic components: plant (mostly a tree), insect vector and a fungus. Goals of the presentation is to list all species of the world fauna and all efficient diagnostic characters, then create the identification tool and analyze the similarity of species and possible ways and causes of the host-parasite evolution of the group. RESULTS: Complete list of species with synonymy and a catalogue of all efficient diagnostic characters with their states, selected from papers of the most experienced taxonomists of the genus, are given for the genus Bursaphelenchus. List of known records of Bursaphelenchus species with names of natural vectors and plants and their families is given (for world pests the most important groups of trees and insects are listed). The tabular, traditional and computer-aided keys are presented. Dendrograms of species relationships (UPGMA, standard distance: mean character difference) based on all efficient taxonomic characters and separately on the spicule characters only, are given. Discussion whether the species groups are natural or purely diagnostic ones is based on the relationships dendrograms and the vector and associated plant ranges of Bursaphelenchus species; the xylophilus species group (B. xylophilus, B. abruptus, B. baujardi, B. conicaudatus, B. eroshenkii, B. fraudulentus, B. kolymensis, B. luxuriosae; B. mucronatus), the hunti group (B. hunti, B. seani, B. kevini and B. fungivorus) are probably the natural ones. CONCLUSIONS: The parasitic nematode association includes three trophic components: plant, insect vector and fungus. The initial insect-plant complex Scolytidae-Pinaceae is changeable and only in rare occasions the change of the preferred vector to Cerambycidae (the xylophilus group), Hymenoptera (the hunti group) led to formation of the natural species-groups. From the analysis it is clear that although the vector range is changeable it is comparatively more important for the evolution of the genus Bursaphelenchus than associations with plants at the family level. Data on the fungi species (3rd component in natural Bursaphelenchus associations) are insufficient for the detailed comparative analysis.