TRABALHO, TECNOLOGIA E CONSTRUÇÃO DE IDENTIDADE NA FALA DE OPERADORES DE UMA CENTRAL DE ATENDIMENTO TELEFÔNICO / WORK, TECHNOLOGY AND IDENTITY CONSTRUCTION IN SPEECH OF OPERATORS FROM A CALL CENTER

AUTOR(ES)
DATA DE PUBLICAÇÃO

2003

RESUMO

In this dissertation, we analysed research interviews with four operators from a Call Center of a health insurance s company situated in Rio de Janeiro. From the perspective of Interactional Sociolinguistics, the analysis focuses on the identities construction of these attendants through accounts of their professional lives. This analysis considers evaluation procedures, here understood as any instance of a speaker indicating the social meaning or value of a person, thing, event or relationship (Linde, 1993, 1997). The results are consistent with a theorisation around the notion of fragmented identity (Hall, 1998; Woodward, 2000; Moita Lopes, 2002). Moreover, it is also studied in what extension the use of high technology informs, to the attendants in question, the construction of a cyborg professional identity construction, in which, there is no limitation between the natural and the artificial/technological (Haraway, 2000 [1991]). With this work, we intend to contribute to a reflection around the issue of the suffering in the working enviroment and its relation to new technologies (Dejours, 2000).

ASSUNTO(S)

technology valuation work avaliacao tecnologia narrativa trajetoria profissional identidade professional lives trabalho identity narrative

ACESSO AO ARTIGO

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