Thesis (MComm)--Stellenbosch University, 2008. / ENGLISH ABSTRACT: The aim of this study was to explore the relationships between burnout, emotional labour (EL) and emotional intelligence (EI) in the call centre industry and to determine whether EI played a moderating role in the relationship between EL and burnout. A nonexperimental research design (i.e. exploratory survey study) was used to explore the relationships between the three constructs. The constructs were defined as follows: burnout, as a syndrome consisting of three negative response patterns which include: emotional exhaustion, depersonalisation and diminished personal accomplishment (Maslach, Jackson & Leiter, 1996); EI, as the capacity to effectively perceive, express, understand and manage emotions in a professional and effective manner at work (Palmer & Stough, 2001); and EL, as the process where employees regulate their emotional display in an attempt to meet organisationally-based expectations specific to their roles (Brotheridge & Lee, 2003). A convenience sample of 250 employees was drawn from two inbound customer care call centres of a leading South African telecommunications company that was approached to participate in the research. The Maslach Burnout Inventory – General Survey (Maslach et al., 1996), the Emotional Labour Scale (Brotheridge & Lee, 2003) and the Swinburne University Emotional Intelligence Test (Palmer & Stough, 2001) were administered. Two hundred and ten (210) respondents completed and returned the questionnaires. The results showed that surface acting (a dimension of EL) was positively related to and predicted emotional exhaustion (i.e. increased burnout). Conversely, deep acting (a dimension of EL) was related to an increase in personal accomplishment scores (i.e. decreased burnout). As hypothesised, EI was found to relate negatively to surface acting and positively to deep acting and emerged as a strong predictor of deep acting, explaining 20% of the variance in deep acing scores. These results revealed that those individuals higher in EI were more likely to engage more often in deep acting techniques, which could likely influence their levels of burnout. Furthermore, EI was related to an increase in personal accomplishment (i.e. decreased burnout) and emotional management (a dimension of EI) emerged as the strongest predictor of increased personal accomplishment. Whilst EI did not emerge as a moderator in the relationship between EL and burnout, support was found for the value of developing EI interventions that foster deep acting techniques in the call centre environment. Tenure (length of service) was found to be positively related to emotional exhaustion and negatively related to deep acting, indicating that the implementation of EI interventions in call centres should not be restricted to the induction phase of an employee’s career but continue throughout their working lives. The limitations of the study and recommendations for future research were discussed. / AFRIKAANSE OPSOMMING: Die doel van hierdie studie was om die verwantskap tussen uitbranding, emosionele arbeid (EA) en emosionele intelligensie (EI) in die inbelsentrum bedryf te ondersoek en om te bepaal of EI ‘n modererende effek op die EA en uitbranding verwantskap het. Daar is gebruik gemaak van ‘n nie-eksperimentele navorsingsontwerp (nl. ‘n verkennende opnamestudie) ten einde die verband tussen die drie konstrukte en hul sub-dimensies te ondersoek. Die konstrukte is soos volg gedefinieer: uitbranding, as ‘n sindroom bestaande uit drie negatiewe respons komponente: emosionele uitputting, depersonalisasie en verminderde gevoel van persoonlike bekwaamheid (Maslach, Jackson & Leiter, 1996); EI, as die individu se kapasiteit om emosies binne die werksomgewing effektief waar te neem, uit te druk, te verstaan en op ‘n professionele en effektiewe wyse te bestuur (Palmer & Stough, 2001); en EA, as die proses waardeur werknemers hulle eksterne, sigbare emosies reguleer in ‘n poging om aan die verwagte vertoon reëls van hul organisasie (spesifiek tot hulle werksrol) te voldoen (Brotheridge & Lee, 2003). ‘n Gerieflikheidsteekproef van 250 werknemers verbonde aan twee inbelkliëntedienssentrums van ‘n toonaangewende Suid Afrikaanse telekommunikasie maatskappy was genader om aan die navorsing deel te neem. Die respondente het drie vraelyste voltooi: die Maslach Uitbrandingsvraelys – Algemene Opname (Maslach Burnout Inventory – General Survey) (Maslach et al., 1996); die Emosionele Arbeid Skaal (Emotional Labour Scale) (Brotheridge & Lee, 2003); en die Swinburne Universiteit Emosionele Intelligensie Toets (Swinburne University Emotional Intelligence Test) (Palmer & Stough, 2001). Twee honderd en tien (210) respondente het die vraelyste voltooi en terugbesorg aan die navorser. Die bevindinge toon dat oppervlakkige toneelspel (“surface acting”) (‘n dimensie van EA) ‘n positiewe verwantskap het met emosionele uitputting, asook om dit te voorspel (nl. vermeerderde uitbranding). Omgekeerd, was diep toneelspel (“deep acting”) (‘n dimensie van EA) verwant aan ‘n vermeerdering in persoonlike bekwaamheid (nl. verminderde uitbranding). EI het ‘n negatiewe verwantskap met oppervlakkige toneelspel maar ‘n positiewe verwantskap met diep toneelspel getoon, en het 20% van die variansie in diep toneelspel voorspel. Die resultate wys daarop dat mense met hoër EI meer waarskynlik diep toneelspel tegnieke sal gebruik, wat uitbranding vlakke sal beinvloed. Verder was EI verwant aan ‘n vermeerdering in persoonlike bekwaamheid (nl. verminderde uitbranding). Emosionele bestuur (‘n dimensie van EI) het die grootste variansie in persoonlike bekwaamheid voorspel. Die resultate toon dat EI nie ‘n moderator in die verwantskap tusseen EA en uitbranding is nie. Ondanks hierdie bevinding, was daar genoeg bewyse gevind vir die waarde van die ontwikkeling van EI intervensies (wat diep toneelspel tegnieke bevorder) in die inbelsentrum bedryf. Dienstyd was positief verwant aan emosionele uitputting en negatief verwant aan diep toneelspel. Die resultate bewys dat EI intervensies in inbelsentrums nie net in die begin van ‘n werknemer se loopbaan geïmplementeer moet word nie, maar deur die hele loopbaan moet voortduur. Die beperkinge van die studie en voorstelle vir toekomstige navorsing is bespreek.

The acoustic sense is vital to all life processes for whales. It defines their ‘active space’, and the extent and nature of interactions with their surroundings. Yet, we are still learning the basics of most species’ acoustic behaviours and vocal repertoires. The ecology of gray whales (Eschrichtius robustus) is well known, however vocal behaviours are not well described outside of breeding lagoons. Bottom-stationed acoustic monitoring devices were deployed in Clayoquot Sound, west coast Vancouver Island to explore acoustics use outside of these areas. During migration the use of low frequency moan calls are prevalent, perhaps for group cohesion, with lead whales guiding followers. During the summer more inter-group calls (knocks, upsweeps) are employed. Here I explored the use of ‘motherese’ calls between cow-calf pairs, and how this may mirror the weaning process. Photoperiod, increased ambient noise, threat perception, and vessel and aircraft presence elicited acoustic responses. Calling was also altered by social, behavioural, and physiological state. These results begin to show gray whales to be acoustically sensitive, with highly nuanced vocalising behaviours. Acoustic methods afford monitoring at times and in places that would otherwise be impossible, and lends themselves to the study of rare or cryptic species. Ocean gliders with passive acoustic capacity were used to explore deep-coastal and shelf-break waters for large whale species. Humpback whales (Megaptera novaeangliae) were common on the shelf, whereas calls from fin (Balaenoptera physalus), blue (Balaenoptera musculus), sperm (Physeter macrocephalus), and possibly sei whales (Balaenoptera borealis) were heard in more offshore locations. Concurrent habitat data steams help establish area use and importance to these species. The surveys focus on submarine canyons that are thought to aggregate prey. Calls denote whale presence, whereas call type may suggest behaviour and habitat use. Calls described for feeding and breeding were heard for fin and blue whales, with distinct temporal distribution. Acoustic techniques complement other ecological methods and can fill existing knowledge gaps in whale life histories. It can also help quantify the effect of human activities on whale populations and ocean soundscapes. These findings will inform management actions. I provide examples of management links to acoustic-ecological research. / Graduate

Tese (doutorado) - Universidade Federal de Santa Catarina, Centro Tecnológico, Programa de Pós-Graduação em Engenharia de Produção, Florianópolis, 2010 / Made available in DSpace on 2012-10-25T00:12:52Z (GMT). No. of bitstreams: 1 288536.pdf: 5124186 bytes, checksum: ba691ecfa89934c98178be2cdddd6c7c (MD5) / Os problemas de otimização das escalas de trabalho e o dimensionamento do número de atendentes vêm sendo abordados em diversas pesquisas devido à complexidade das operações de funcionamento nos Call Centers. Com o objetivo de resolver esses problemas, foram desenvolvidos neste trabalho dois modelos: o primeiro utilizou a Simulação para obtenção do número de atendentes necessários para cada hora do dia e a análise do desempenho das operações do Call Center; o segundo tratou do problema da programação das jornadas dos atendentes. O simulador foi construído para imitar o funcionamento de um Call Center receptivo (inbound). Os dados da simulação para tempo de atendimento das ligações, tempo que um cliente está disposto a esperar o atendimento sem que abandone a chamada, número de pausas técnicas dos atendentes, duração dessas pausas e taxa de rejeição das chamadas foram gerados seguindo estudos estatísticos dos dados reais. Os resultados encontrados ao final da simulação em relação aos clientes foram: o tempo de espera até ser atendido; o tempo de abandono para chamadas em que o cliente desistiu; número de chamadas atendidas, abandonadas e rejeitadas; tempo do cliente no sistema; e tempo de atendimento. Com relação aos atendentes, o simulador fornece ao final da execução, o tempo total de ocupação de cada atendente, o número de chamadas atendidas e o número total de atendentes necessários para cada hora do dia. Já o segundo modelo, que trata do problema da programação das jornadas dos atendentes, visa determinar um conjunto de jornadas de trabalho para os atendentes com menor custo de salários para o Call Center. Na resolução desse problema desenvolveu-se primeiramente, um #Gerador de Escalas# com o objetivo de gerar as combinações de jornadas considerando as restrições operacionais. Para a resolução do referido modelo, foi desenvolvido um aplicativo computacional que escreve o modelo em PLI na linguagem GAMS. Este modelo é então resolvido com os aplicativos MOSEK e XPRESS, ambos disponíveis online no site NEOS SERVER. Os dados com relação a número de atendentes necessários para cada hora do dia foram os obtidos através do simulador. A validade e a eficiência do modelo apresentado são comprovadas por intermédio de um exemplo de aplicação em um Call Center real. Os resultados foram satisfatórios quando da comparação das escalas otimizadas com as escalas do Call Center em estudo. Ainda com relação aos resultados, pode-se observar, através de várias simulações, que o simulador retrata de forma eficiente o funcionamento do Call Center analisado. Os modelos obtiveram os resultados em tempo computacional aceitável na sua resolução. Ainda, esses, podem ser facilmente adaptados e aplicados a outros Call Centers desde que possuam características semelhantes. / The optimization of work schedules and scaling of the number of attendants has been a challenge for the Call Centers. These problems have been addressed in several researches due to the complexity of the operations and functioning of Call Centers. Aiming to solve these problems, two models were developed in this study: the first model used the Simulation in order to obtain the number of required agents for each day time and the performance analysis of their Call Center operations and; the second model has handled the problem of the agents# schedule. The simulator was built up to imitate the running of an inbound Call Center. The simulation data for time to answer calls, time which a customer is willing to hold on without hanging up, number of technical pauses of agents' terminals, length of these pauses and rate of rejected calls were generated following statistical studies of actual data. The results regarding the customers, which were found at the end of the simulation, were: hold-off time until being serviced; the abandon time calls in which the customer gave up; number of answered, abandon and rejected calls; customer#s length of time in system; and servicing time. Regarding the agents, the simulator provides at the end of the running, the total time of each agent#s work, the number of answered calls and the total number of agents required for each time of day. As for the second model, which deals with the problem of the agents' schedule of a Call Center, aims to determine a set of working time for the agents with lower cost wages for the Call Centers. By solving this problem a "Shift Generator# was developed with the objective of generating working time bonds, considering the operational restrictions. For the resolution of the aforementioned model, a computational application, which writes the model in ILP in the GAMS anguage, was developed. This model is then solved with the tools MOSEK and XPRESS, both available on NEOS SERVER web site. The data regarding the number of agents required for each time were obtained through the simulator. The validity and efficiency of the model presented are proofed by means of an application example in a real Call Center. The results were satisfactory when comparing the optimized scales to Call Center scales being studied. Yet regarding the results, it is possible to observe, through several simulations, the simulator reflects efficiently the running of the analyzed Call Center. The models obtained the results in acceptable computational time in their resolution. Yet, these models may be easily adapted and applied to other Call Centers, since they have similar features.

La prosodia es un elemento fundamental en el proceso de enseñanza de una lengua extranjera, ya que provee al hablante de características esenciales en la comunicación como naturalidad y fluidez. En virtud de lo anterior, un sistema de enseñanza de segundo idioma asistido por computador debe poseer un módulo mediante el cual los estudiantes puedan entrenar su percepción y producción de prosodia. El sistema de evaluación de pronunciación por tono que se describe y desarrolla a lo largo de este trabajo pretende evaluar la entonación de un estudiante mediante una comparación entre su propia voz y una señal pregrabada de referencia. El usuario escucha una cierta palabra u oración con una determinada melodía, y luego intenta imitarla. Finalmente, el sistema entrega un puntaje o nota conforme a la similitud alcanzada. La implementación de la herramienta involucra el uso del algoritmo de alineamiento temporal dinámico (DTW, Dynamic Time Warping) y la estimación de la frecuencia fundamental f 0 . Se realizaron diversos experimentos utilizando una base de datos compuesta por palabras y oraciones en inglés, grabada por locutores nativos del español. Para la mejor configuración, el coeficiente de correlación entre los resultados entregados por el sistema y la evaluación esperada es igual a 0,87. Por otra parte, para evaluación de acentuación se obtiene una tasa de error igual a 20,97% en el mejor de los casos.

Mobile communication systems have continued to evolve by the release of new standards for HSPA and the release of new standards for LTE in release 8 and release 9. The new releases aim at providing higher data rates to accommodate the envisioned services of 3GPP in voice, data, image transmission, video, multimedia service and broadband services. Catering for a wide variety of services to satisfy the demands imposed on mobile networks by the user diversity and demanding applications, the air interface has been identified as the major bottleneck in the mobile networks. Network planning engineers and operators are deploying the new air interfaces in the same cell sites, which gives rise to several internetworking issues among the different air interfaces from radio resources management to service call continuity issues due to user's mobility and changing point of attachment. Deployment of different air interfaces coupled with traffic diversity requests further complicates the managements of the mobile networks. One of The main objectives of this research is to propose and evaluate solutions that address the internetworking of the different radio air interfaces in proposing a call admission control algorithm that can utilize different air interfaces capabilities and to determine which traffic types are better suited to be serviced by an interface. The proposed algorithm will consider the availability of the interface, the load of the network and the user equipment capabilities. Another main objective of this research is to propose and evaluate solutions that address changing the point of attachment of the users due to mobility in the form of handover algorithm. The proposed algorithm will consider the coverage of the node, direction and speed of the user, the network load, the air interface availability and the user equipment capabilities. Another main objective of this research is to design and implement a simulation system which includes all 3GPP standardized technologies. The simulation tool was designed as a discrete event simulation (DBS) system which includes all the standardized air interface technologies and services. The simulation tool was designed using Visual C# to take advantage of the object oriented capabilities of the Windows environment and libraries. The simulation tool was essential in evaluating the proposed algorithms in the first two objectives.

O Risco Operacional nas instituições financeiras foi normatizado com a Resolução nº 3.380 em 29 de junho de 2006, emitida pelo Conselho Monetário Nacional. Desde então, entidades autorizadas a funcionar pelo Banco Central do Brasil tiveram de adequar suas estruturas e procedimentos com o intuito de aumentar os controles sobre eventos internos e externos à instituição, com a finalidade de reduzir perdas financeiras a partir da mitigação deste tipo de risco. Dessa forma, a presente dissertação tem como objetivo apresentar como um banco comercial precisa agir para adequar seus processos às novas exigências legais diante de um assunto com uma importância tão significativa. Este trabalho, além de apresentar os procedimentos de gestão de riscos em uma entidade, procura também elucidar como o risco operacional, no departamento de Call Center da instituição financeira escolhida, pode afetá-la, no caso da inobservância dos procedimentos a serem adotados com vistas à mitigação das falhas já identificadas e de possíveis ocorrências que possam comprometer a continuidade da organização. Os resultados obtidos na pesquisa mostram que o banco em estudo, em relação a outras instituições financeiras pesquisadas, ainda apresenta-se em uma etapa de desenvolvimento da sua área de gestão de riscos, trabalhando em conformidade com a legislação vigente e buscando aperfeiçoar suas técnicas de identificação e mensuração dos riscos operacionais. / Operational risk in financial institutions was normalized with Resolution No. 3380 on June 29, 2006, issued by the National Monetary Council. Since then, entities authorized to operate by the Central Bank of Brazil had to adapt its structures and procedures in order to tighten controls on internal and external events to the institution, in order to reduce financial losses from this type of risk mitigation. Thus, this paper aims to present as a commercial bank must act to adjust its processes to the new legal requirements before a subject with a very significant importance. This paper, besides presenting the procedures for managing risks in an entity, also seeks to clarify how operational risk, the department's Call Center financial institution chosen may affect it, in the case of a failure of procedures to be adopted in order mitigating the flaws already identified and possible events that could endanger the continuity of the organization. The results obtained from the survey show that the bank under study in relation to other financial institutions surveyed, still comes in a stage of development of their area of risk management, working in accordance with current legislation and seeking to improve their techniques identification and measurement of operational risks.

Evolução de software é uma das atividades mais desafiadoras do processo de desenvolvimento de software. Uma importante questão associada à essa atividade é a correta compreensão do código fonte e outros artefatos que necessitam ser mantidos e evoluídos. Visando auxiliar desenvolvedores na manutenção de código, Integrated Development Environments (IDE’s) proporcionam ferramentas que informam desenvolvedores sobre as dependências e as particularidades do código a ser modificado. No entanto, linguagens dinamicamente tipadas não definem tipos explicitamente no código fonte, o que dificulta a análise estática do código e consequentemente a contrução dessas ferramentas. Como exemplo, a construção de call graphs (grafos de chamadas), utilizados pelas IDE’s para criar ferramentas de navegação de código, é prejudicada pela ausência da definição de tipos. Para abordar o problema da criação de call graphs para linguagens dinamicamente tipadas, propomos uma técnica dividida em passos para a construção de um call graph baseado em informações extraídas da execução de testes. A técnica é dividida em 3 passos, o Passo #1 cria um call graph conservativo e estático que resolve chamadas de métodos baseado apenas em nomes dos métodos, ainda no primeiro passo, testes são executados e seu traço de execução é armazenado para posterior análise. O Passo #2 combina a informação armazenada da execução dos testes e o call graph construído no primeiro passo, o Passo #2 também é responsável pela criação de um conjunto de regras de associação que servirão para guiar desenvolvedores durante a criação de novas partes do código. Nossa avaliação em uma aplicação real de porte grande mostrou que a técnica melhora a precisão do call graph criado removendo arestas desnecessárias (70%), e mostrou-se apta a auxiliar desenvolvedores definindo pontos de navegação no código baseada na análise de regras de associação extraídas do test-case-based call graph. / Evolving enterprise software systems is one of the most challenging activities of the software development process. An important issue associated with this activity is to properly comprehend the source code and other software assets that must be evolved. To assist developers on these evolution tasks, Integrated Development Environments (IDEs) build tools that provides information about the source code and its dependencies. However, dynamically typed languages do not define types explicitly in the source code, which difficult source code analysis and therefore the construction of these tools. As an example, the call graph construction, used by IDE’s to build source code navigation tools, is hampered by the absence of type definition. To address the problem of constructing call graphs for dynamic languages, we propose a technique based on steps to build a call graph based on test runtime information, called test-case-based call graph. The technique is divided in three steps; Step #1 creates a conservative and static call graph that decides target nodes based on method names, and the first step also run tests profiling its execution; Step #2 combines the test runtime information and the conservative call graph built in the first step to create the test-case-based call graph, it also creates a set of association rules to guide developers in the maintenance while creating new pieces of code; Finally, Step #3 uses the test-case-based call graph and the association rules to assist developers in source code navigation tasks. Our evaluation on a large-size real-world software shows that the technique increases call graph precision removing several unnecessary conservative edges ( %70), and assist developers filtering target nodes of method calls based on association rules extracted from the call graph.

This thesis investigates references to Paul's Christophany in the undisputed Pauline letters. Paul's Christophanic experience has been the subject of much scholarly analysis. However, treatments of this phenomenon, while widely varied, have primarily concentrated on reconstruction of the cause, event, and effects of this phenomenon, discovery of the foundation of Paul's Christology and/or reconstruction of his Christology, and on conversion/call in general. Few have focused on the purpose behind Paul's employment of his Christophanic references in their particular literary and socio-historical contexts and none have undertaken a full-length study of each Pauline Christophanic references seeking to discover the extent to which Paul uses these references in context to shape his various communities. This is the task of this thesis. It begins by setting criteria for establishing which of the many proposed references can be deemed a Christophanic reference and based on these criteria confirms five pericopae for further evaluation: Gal 1:11-17; 1 Cor 9:1-2, 16-17; 1 Cor 15:1-11; Phil 3:4-14; and 2 Cor 3:1-4:6. Each of these confirmed references is then evaluated within their specific literary and socio-historical contexts. Special attention is given to possible intertextual links which aid in interpreting Paul's larger purposes within the epistles as well as more specific purposes behind his employment of the Christophanic reference. A significant reliance on Isaiah, especially Isa 40-66, is highlighted. Through this assessment, the importance of Paul's Christophanic references as part of his larger arguments is established. It is shown how Paul uniquely shapes the various Christophanic references to fit the needs of his argument and through it, the needs of the community. Furthermore, it evidences that Paul's Christophanic references are not primarily used to establish his apostolic status or to assert his apostolic authority. Through this study, the corporate nature of Paul's Christophanic references becomes increasingly evident and multiple general conclusions are drawn, which provide a possible glimpse into Paul's understanding of his Christophanic experience. Specifically, it is argued that Paul's Christophanic references primarily functioned in three ways. They functioned didactically, providing an avenue for instruction within Paul's overall argument. They functioned paradigmatically, offering the various communities a model of correct identity and action that should be imitated. Lastly, a few of the references also functioned analogously, illustrating Paul's understanding of the shared elements of their conversion, calling, and identity, which are made possible through a revelation of Christ/Spirit to all believers.

Este trabalho apresenta CivisAnalysis, uma aplicação web de código aberto para visualização das votações ocorridas na Câmara dos Deputados do Brasil. Com dados abrangendo seis legislaturas e seis eleições presidenciais, CivisAnalysis provê uma visão inovadora da história política do Congresso Brasileiro combinando técnicas clássicas de visualização de votações e técnicas de apresentação de dados temporais. As votações de cada deputado podem ser interpretadas como dados multidimensionais e são representadas em um espectro n-dimensional mapeado para uma representação bidimensional. Os votos de cada deputado determinam suas posições numa representação conhecida como espectro político. O trabalho mostra como a exploração de conjuntos de Deputados permite a descoberta de padrões de votos no espectro de votações, assim como explorar conjuntos de votações permite a descoberta de padrões de comportamento no espectro de Deputados. Para uma análise política de longo termo, foi criada uma linha do tempo apresentando as distâncias relativas dos partidos no espectro político durante seis legislaturas e eleições presidenciais. Na linha de tempo é possível perceber os alinhamentos políticos e mudanças comportamentais de partidos conforme o progresso de legislaturas, alianças eleitorais e coalizões de governo. A interface de CivisAnalysis oferece filtros textuais e visuais e inclui visualizações auxiliares para destacar cenários políticos de acordo com Deputados, partidos, unidades federativas, alianças eleitorais e suas posições no espectro político. / In this work, we present CivisAnalysis, an open-source web-based system for the visualization of roll calls in the Brazil’s Chamber of Deputies. Using roll calls of six legislatures as well as six presidential elections, CivisAnalysis provides a unique view of the political history of our country. It combines classical roll calls visualization techniques with techniques for the visualization of temporal data. Votes of each representative are interpreted as a set of multidimensional data, which are represented in a n-dimensional space mapped to a bi-dimensional representation. The Votes of each representative determine their position in the political spectrum of deputies, and the votes of all deputies determine the political spectrum of roll calls. The work also shows how exploring subsets of deputies allows the discovery of voting patterns in the roll call spectrum, as well as exploring the roll calls spectrum allows the discovery of behavioral voting patterns in the political spectrum of deputies. For supporting a long-term political analysis, CivisAnalysis provides a time line visualization integrated with election data (election results and political alliances). The tool implements textual and visual filtering and includes auxiliary visualizations that provide an overview of the political scenario regarding deputies, parties, coalitions and their behavior along time.

Sur base d’une enquête réalisée dans le secteur des centres d’appel téléphonique, cette thèse analyse l’impact subjectif de la prescription du mensonge au travail. Le premier temps de la thèse est consacré à la présentation et à l’interprétation du matériel clinique. Celle-ci débouche sur une discussion psychodynamique du concept de souffrance éthique qui convoque le champ de la philosophie morale, notamment les éthiques du care. Par ailleurs, la mise en évidence de stratégies défensives contre la souffrance au travail d’un type nouveau, ainsi que de modes de gestion du personnel qui se caractérisent par une instrumentalisation de la reconnaissance, permettent de réinterroger à de nouveaux frais les avantages et les inconvénients de ces concepts au sein d’une théorie de l’autonomie. Enfin, le problème de la servitude volontaire est abordé à l’aide de travaux philosophiques sur la liberté de la volonté. Il en ressort que l’articulation entre liberté et coercition bénéficierait d’une discussion approfondie des rapports entre violence et corps érogène. / Drawing on a survey conducted in call centres, this thesis analyzes the subjective impact of the prescription of lying in the workplace. The first part of the thesis is devoted to the presentation and interpretation of clinical data. This leads to a discussion of the psychodynamic concept of ethical suffering. The latter summons the field of moral philosophy, namely the ethics of care. Furthermore, the identification of a new type of defensive strategies againts suffering at work, as well as personnel management methods wich are characterized by a manipulation of recognition, allow us to re-examine the advantages and disadvantages of these concepts for a theory of autonomy. Finally, the problem of voluntary servitude is approached from the standpoint of the philosophical debate on free will. It appears that the link between freedom and coercion would benefit from a thorough discussion between violence and the erogenous body.