Dignidade e relações de poder: um estudo em um call center à luz de Foucault Jones

AUTOR(ES)

Jones Carlos Louback

FONTE

IBICT - Instituto Brasileiro de Informação em Ciência e Tecnologia

DATA DE PUBLICAÇÃO

20/03/2012

RESUMO

The study of dignity appears in several areas of human knowledge, as in philosophy, theology, law, medicine. In organizations, has been discussed mainly in relations between companies and employees, but new studies support the expansion for relations with other stakeholders, including customers. Company-customer relations are based on business strategies and the resistance of customers to these strategies, setting the power relation between them. The study brings the following research question: how are the discourses of dignity presented in the power relations between customers and company? The thesis defended is that in a foucauldian perspective, the discourses of dignity underlie the discourses of refusal to be governed from customers, understanding them as a demand for rights. Developed under foucaldian power perspective, grounded at the critical paradigm of social research, it is a qualitative research that makes use of discourse analysis. The selection of the corpus occurred at a call center company, located in a city in the state of São Paulo. With eight visits to the company during four months, 396 recordings of service were selected and 27 interviews with 18 attendants and managers were made. The results suggest that the discourses of dignity of the clients, underlain by the discourses of refusal to be governed, appear when they realize the companys government, besides the limits that were previously dealt. They are discourses demanding the recognition of rights denied by the company, as well as the rights of not suffering the effect of being governed in other areas of their lives and social relations. One of the ways in which the effects are reduced refers to the client trying to govern the company. Suggestions for future research and practice are presented.

ASSUNTO(S)

análise do discurso foucaultiana dignity power relations foucaldian discourse analysis administracao dignidade relações de poder

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