Resumen

LANDA, María Inés  y  MARENGO, Leonardo G.. The Energy Absorption in Call Centers: Between Wrecked Bodies  and Leadership Performance. Trab. soc. [online]. 2012, n.18, pp.69-86. ISSN 1514-6871.

In this article we propose the study, from a "social body perspective", of the socio-productive universe of Call Centers, focusing on the dynamics of human energy metabolism that is produced in this emerging field. Consequently, we have organized the argumentation strategy in two moments: Firstly, we present the conceptual framework chosen for the analysis of a particular case: the telephone company Movistar in Argentina. Secondly, we describe the diferential energy dispositions, physical and social, that reveal the agents' framework of the Call Center object of study: telephone operator, client, company and leaders. We conclude that the energy management model in Call Centers implements an original and specific model of selection and use of working bodies. Paradoxically, in the analyzed business scenes the main technological innovation is not a machine but a human technology, a body performance.

Palabras clave : Call Centers; Work; Body; Energy metabolism; Company; Flexible capitalism.

        · resumen en Español     · texto en Español     · Español ( pdf )