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Abstract
En este trabajo se estudia la cultura organizacional de un call center en Bogotá, articulando la ética y los discursos de la empresa y describiendo los valores de convivencia y de responsabilidad social. Los relatos son interpretados mediante Análisis del discurso y se recopilan en grupos focales y entrevistas. Los resultados señalan dos tipos de discursos: la familiaridad, unida a relaciones de control, y la productividad, con énfasis en la calidad; discursos penetrados por la desconfianza. La cultura se describe como paternalista, con dificultad para significar reglas y normas para el logro de objetivos y para contribuir a la solidaridad, el compromiso y la honestidad, como valores organizacionales de convivencia.Se concluye que los valores en esta organización se asocian a la heteronomía e individualismo, con poca visión de lo público y de la convivencia; se asume la responsabilidad social como núcleo cerrado, distante y poco permeado por la problemática social.In this work, the organizational culture of a call center in Bogota is studied through the articulation of the ethics and the business discourse, and describing the values of living together and social responsibility. Data are collected through focal groups and interviews, and are analyzed by using the discourse analysis. The results present two types of discourses: the familiarity linked to control relations and productivity with emphasis in quality, both discourses permeated by distrust. The culture is described as paternalistic with difficulty to give meaning to rules and norms in order to achieve objectives and contribute to solidarity, commitment and honesty as organizational values necessary for living together.As a conclusion, values in this organization are associated to heteronomy and individualism, with a scarce view for public sphere and for living together. Social responsibility is assumed as a close nucleus, distant and hardly permeated by social problematic.
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