Trabalho em centrais de atendimento a clientes: velhos modelos em novo contexto?
This paper proposes a reflection on work in call centers given the proposals presented by the anthropotechnological approach. The issues addressed relate to researches conducted especially in the 1990s and 2000s in different companies located in Brazil, where health problems, such as RSI / WMSD, tog...
| Main Authors: | , |
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| Format: | Article |
| Language: | Spanish |
| Published: |
Universidade do Porto
2012-12-01
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| Series: | Laboreal |
| Subjects: | |
| Online Access: | http://laboreal.up.pt/revista/artigo.php?id=48u56oTV658223577:746286432 |
| _version_ | 1818757119741001728 |
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| author | Laerte Sznelwar Júlia Abrahão |
| author_facet | Laerte Sznelwar Júlia Abrahão |
| author_sort | Laerte Sznelwar |
| collection | DOAJ |
| description | This paper proposes a reflection on work in call centers given the proposals presented by the anthropotechnological approach. The issues addressed relate to researches conducted especially in the 1990s and 2000s in different companies located in Brazil, where health problems, such as RSI / WMSD, together with mental disorders, emerged with high levels of incidence and prevalence. The results of the chosen approaches, activity ergonomics and work psychodynamics, were discussed in terms of the widespread dissemination of this type of work throughout different countries, setting a type of transfer and technology. Thus, the transfer of forms of work organization inspired in assumptions derived from Taylorism, disregarding the reality experienced by the workers and the uniqueness of each context, are questioned. |
| first_indexed | 2024-12-18T06:05:52Z |
| format | Article |
| id | doaj.art-758791252ec149d69958e631e1f6b932 |
| institution | Directory Open Access Journal |
| issn | 1646-5237 |
| language | Spanish |
| last_indexed | 2024-12-18T06:05:52Z |
| publishDate | 2012-12-01 |
| publisher | Universidade do Porto |
| record_format | Article |
| series | Laboreal |
| spelling | doaj.art-758791252ec149d69958e631e1f6b9322022-12-21T21:18:33ZspaUniversidade do PortoLaboreal1646-52372012-12-01VIII288103Trabalho em centrais de atendimento a clientes: velhos modelos em novo contexto?Laerte SznelwarJúlia AbrahãoThis paper proposes a reflection on work in call centers given the proposals presented by the anthropotechnological approach. The issues addressed relate to researches conducted especially in the 1990s and 2000s in different companies located in Brazil, where health problems, such as RSI / WMSD, together with mental disorders, emerged with high levels of incidence and prevalence. The results of the chosen approaches, activity ergonomics and work psychodynamics, were discussed in terms of the widespread dissemination of this type of work throughout different countries, setting a type of transfer and technology. Thus, the transfer of forms of work organization inspired in assumptions derived from Taylorism, disregarding the reality experienced by the workers and the uniqueness of each context, are questioned.http://laboreal.up.pt/revista/artigo.php?id=48u56oTV658223577:746286432AnthropotechnologyCall centersErgonomicsPsychodynamics of work. |
| spellingShingle | Laerte Sznelwar Júlia Abrahão Trabalho em centrais de atendimento a clientes: velhos modelos em novo contexto? Laboreal Anthropotechnology Call centers Ergonomics Psychodynamics of work. |
| title | Trabalho em centrais de atendimento a clientes: velhos modelos em novo contexto? |
| title_full | Trabalho em centrais de atendimento a clientes: velhos modelos em novo contexto? |
| title_fullStr | Trabalho em centrais de atendimento a clientes: velhos modelos em novo contexto? |
| title_full_unstemmed | Trabalho em centrais de atendimento a clientes: velhos modelos em novo contexto? |
| title_short | Trabalho em centrais de atendimento a clientes: velhos modelos em novo contexto? |
| title_sort | trabalho em centrais de atendimento a clientes velhos modelos em novo contexto |
| topic | Anthropotechnology Call centers Ergonomics Psychodynamics of work. |
| url | http://laboreal.up.pt/revista/artigo.php?id=48u56oTV658223577:746286432 |
| work_keys_str_mv | AT laertesznelwar trabalhoemcentraisdeatendimentoaclientesvelhosmodelosemnovocontexto AT juliaabrahao trabalhoemcentraisdeatendimentoaclientesvelhosmodelosemnovocontexto |