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RESEARCH PRODUCT
El management de las conductas socioemocionales. Una aproximación teórica y empírica desde el caso de los agentes de "contact centers"
Eric MoenchOsvaldo Javier López Ruizsubject
Ericemotional managementcertain 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 frameworkFoucault and EliasCompetencias SocioemocionalesSubjetividad.:SOCIOLOGÍA [UNESCO]Conducción de Vida (lebensfu?hrung)Osvaldo Javier 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 othersContact Centers-agentesLópez Ruizwhich invites us to reflect on a socio-emotional manner of leading one?s life (Lebensfu?hrung) that is emblematic of our timeon how a dominant managerial rhetoric is experienced as true and on what the possibilities of other subjectivities are Management Emocionalmanner of leading one?s life (Lebensfu?hrung)UNESCO::SOCIOLOGÍAsubjectivity 33 471137-7038 8537 Arxius de sociologia 562372 2020 42 7674030 El management de las conductas socioemocionales. Una aproximación teórica y empírica desde el caso de los agentes de "contact centers" Moenchwe propose a theoretical approach that integrates the work of Webercontact center-agentssocioemotional competencesdescription
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
| year | journal | country | edition | language |
|---|---|---|---|---|
| 2020-01-01 |