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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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Valencià Castellano

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Arxius de Ciències Socials
Arxius de Ciències Socials. Num. 42. 2020
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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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dc.contributor.author	Moench, Eric	es
dc.contributor.author	López Ruiz, Osvaldo Javier	es
dc.date.accessioned	2020-12-16T09:06:24Z
dc.date.available	2020-12-16T09:06:24Z
dc.date.issued	2020	es
dc.identifier.citation	Moench, Eric ; López Ruiz, Osvaldo Javier. El management de las conductas socioemocionales. Una aproximación teórica y empírica desde el caso de los agentes de "contact centers". En: Arxius de sociologia, 42 2020: 33-47	es
dc.identifier.uri	https://hdl.handle.net/10550/76691
dc.description.abstract	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	es
dc.subject	1137-7038 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" Moench	es
dc.subject	Eric	es
dc.subject	López Ruiz	es
dc.subject	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 others	es
dc.subject	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	es
dc.subject	we propose a theoretical approach that integrates the work of Weber	es
dc.subject	Foucault and Elias	es
dc.subject	which invites us to reflect on a socio-emotional manner of leading one?s life (Lebensfu?hrung) that is emblematic of our time	es
dc.subject	on how a dominant managerial rhetoric is experienced as true and on what the possibilities of other subjectivities are Management Emocional	es
dc.subject	Contact Centers-agentes	es
dc.subject	Competencias Socioemocionales	es
dc.subject	Conducción de Vida (lebensfu?hrung)	es
dc.subject	Subjetividad.	es
dc.subject	emotional management	es
dc.subject	contact center-agents	es
dc.subject	socioemotional competences	es
dc.subject	manner of leading one?s life (Lebensfu?hrung)	es
dc.subject	subjectivity 33 47	es
dc.title	El management de las conductas socioemocionales. Una aproximación teórica y empírica desde el caso de los agentes de "contact centers"	es
dc.type	journal article	es_ES
dc.subject.unesco	UNESCO::SOCIOLOGÍA	es
dc.identifier.doi		es
dc.type.hasVersion	VoR	es_ES