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El management de las conductas socioemocionales. Una aproximación teórica y empírica desde el caso de los agentes de "contact centers"
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Moench, Eric; López Ruiz, Osvaldo Javier
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This document is a artículoDate2020
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How is a specific type of emotion-related work conducts formed today? What principles guide these conducts and what effects do they have on those who work? The study of Contact Center agents allows us to understand how a set of personal qualities such as patience and good treatment of others, certain desires and personal impulses or even intimate sensations such as anguish or individual expectations have become managerialized emotions that end up modifying the inner attitudes of these agents. Within this framework, we propose a theoretical approach that integrates the work of Weber, Foucault and Elias, which invites us to reflect on a socio-emotional manner of leading one?s life (Lebensfu?hrung) that is emblematic of our time, on how a dominant managerial rhetoric is experienced as true and on what the possibilities of other subjectivities are |
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