Since the mid-1980¡¦s, the delivery of social welfare services in developed countries has follwed a diversification trend. The method of ¡§government-institued, privately operated¡¨ social welfare services represnets one that has received higher approval and been used more widly. The ¡§government-instituted, privately operated¡¨method combines government and private resources to create social welfare service institutions that are otherwise less likely accomplished by either the government or the private sector alone. This should be a good policy of social welfare services, but in the wake of the differences in the position and role perspective of the two cooperating parties, division of labor between the government sector and the private sector and expectation and collateral interactions between the two parties show differences. Moreover, previous studies focused on the investigation into the interactions between the government and the private sector; they rarely dealt with how the service receivers in the ¡§government-instituted, privately operated¡¨ policy feel about the services. Third, previous studies also paid more attention to the discussion of the interactions between central government and nonprofit organizations at the national level. This study focueses on the interactions between local governments that are disadvantaged as far as resources available to them are concerned and regional small nonprofit organizations. This artcle is an explorative case research on ¡§A Family Workshop,¡¨ a ¡§government-instituted, privately operated¡¨ institution. The reseatcher conducted in-depth interviews on the Labor Bureau of Kaohsiung County government, Fire Phoenix Cultural and Educational Foundation, and the physically, mentally handicapped students in the workshop, and conducted related literature review so as to obtain depth discovery of the conducted related literature review so as to obtain depth discovery of the interactions between the three parties. Finally, the researcher put forth policy suggestions related with three aspects: government policy, assisting interactions, and support.

Development and land use change diminish the quantity of natural habitat, impacting negatively on the number of animal and plant species – biodiversity. Concern about the consequences of these losses has led to calls for mechanisms which allow development to proceed only when no net loss of biodiversity can be assured, such as biodiversity offsets. Markets for biodiversity offsets are being tried as mechanisms for achieving this societal objective in the most efficient manner possible. Theoretically, this thesis develops a framework connecting the Polanyi-inspired notion of the economy as an instituted process, and concepts developed by Callon and colleagues in the Social Studies of Finance literature. This framework is used to analyse the emergence, development and expansion of markets for biodiversity offsets. Using qualitative methodologies, the research examines in detail three existent biodiversity offset markets: Species Banking (United States), Impact Mitigation Regulations (Germany) and Biodiversity Offsets (England). The emergence of markets for biodiversity offsets is shown to be the result of performativity of economics. Changing representations of biodiversity, anchored on economic sciences, lead to policies which create economic experiments, such as markets for biodiversity offsets. Because these markets are historical and geographically contingent, the economic experiments emerge in the context of preexisting regulations and traditions, resulting in variety of forms of organising biodiversityoffset markets. To bring biodiversity to the market involves measuring and quantifying externalities. This requires the creation and development of market agencements – assemblages of agents and market devices – to commodify biodiversity. These agencements constitute the technical infrastructures upon which the markets are built, but they too are contingent of pre-market practice. This creates tensions between the role of agents and the role of devices inside the market infrastructure. Biodiversity offsets are shown to not maintain their commodity status beyond certain geographical and geopolitical boundaries. The result is the creation of mutually exclusive market nodes, between which no trade takes place. Despite common origins and infrastructures, the local markets do not exchange between themselves. This thesis contributes a framework for the analysis of market emergence, in which two literatures are used to complement each other’s limitations. As a result, the thesis is able to conceptualise how a common generative mechanism results in variety of economic organisation. It also demonstrates that it is possible for markets to share a regulatory and technical infrastructure, but not exchange between themselves and expand.

Made available in DSpace on 2016-04-25T19:20:20Z (GMT). No. of bitstreams: 1 Celso Luz Gusman Neto.pdf: 1139627 bytes, checksum: ac16bae95e9519cd4fc05ae78410e14c (MD5) Previous issue date: 2012-05-18 / Conselho Nacional de Desenvolvimento Científico e Tecnológico / The Santo Daime is a religion which was founded in the 1930s, however it was only in the 1980s that the Umbanda started to gain visibility in daimista worldview. It happened due to the expansion beyond the limits of the Amazon forest. Sebastião Mota de Melo was responsible for leading this expansion. He turned his group into a segment most representative among who came from the original trunk of Mestre Irineu, founder of the Santo Daime. The Santo Daime has a charismatic character as well as the combination of religious headquarters that complete their cosmology. It brings to the religion a high degree of porosity of its borders. However, given the institutional growth that experienced due to the expansion, the religion found itself in need of bureaucratized its organization, process that was named the rationalization of charisma by MaxWeber. In this process, the rules which governing the rituals and the institutional order tend to strengthen. Indeed, the main reason of the Santo Daime remained guaranteed by the drink itself, which is the central element of the rituals. This confirms that charisma is ever-present, making the process of rationalizing an even bigger challenge. When Umbanda became an integrated part of their rituals practice, the Santo Daime integrates not only its pantheon of deities, but also the trance possession. In doing this, enhances the possibility of the emergence of charisma, since the trance of possession is, in itself, an ecstatic experience. Looking in the institutional perspective, which seeks establish norms and standards to maximize control, Umbanda was not consistent. The trance of possession is an experience that takes place intensively in each individual's body, making a huge difference regarding to Mestre Irineu ritual s left, where there is a predilection for the behavior of a contrite and martial. Umbanda, in this sense, meant a loosening of control, meant delivering to the body s flow rather than the containment of impulses, meant the possibility of instituting before the instituted. Thus, the dialectic of the relationship between Umbanda in Santo Daime were emerging tension points of both institutional order as a moral one / O Santo Daime é uma religião que foi fundada na década de 1930, mas foi só a partir da década de 1980, em função da expansão para fora dos limites da floresta amazônica, que a Umbanda passou a adquirir visibilidade na cosmovisão daimista. Sebastião Mota de Melo foi o responsável por comandar esta expansão, fazendo de seu grupo o segmento o mais expressivo dentre aqueles que derivaram do tronco original de Mestre Irineu, fundador do Santo Daime. O caráter carismático do Santo Daime, assim como a combinação de matrizes religiosas que matizam sua cosmologia, fazem dele uma religião com alto grau de porosidade em suas fronteiras. Não obstante, diante do crescimento institucional que vivenciou em função da expansão, viu-se na necessidade de burocratiza sua organização, processo ao qual Max Weber nomeou de racionalização do carisma. Neste processo, as normas que regulam os rituais e a ordem institucional tendem a enrijecer. Mesmo assim, o caráter extático do Santo Daime permaneceu garantido pela própria bebida, que é o elemento central dos rituais. Isso faz com que o carisma esteja sempre latente, tornando o processo de racionalização um desafio ainda maior. Ao integrar a Umbanda dentro de suas práticas rituais, além das divindades de seu panteão, o Santo Daime integra o transe de possessão. Ao fazê-lo, potencializa a possibilidade da irrupção do carisma, uma vez que o transe de possessão é, em si mesmo, uma experiência extática. Na perspectiva institucional, que busca estabelecer padrões e normas para maximizar o controle, a Umbanda representou um elemento dissonante. O transe de possessão é uma experiência que se dá de forma intensa no corpo do indivíduo, marcando uma diferença radical em relação ao ritual deixado pelo Mestre Irineu, onde existe uma predileção pelo comportamento contrito e marcial. A Umbanda, neste sentido, significou uma flexibilização do controle, significou a entrega ao fluxo do corpo ao invés da contensão dos impulsos, significou a possibilidade do instituinte diante do instituído. Assim, na dialética da relação entre Umbanda em Santo Daime, foram surgindo pontos de tensão tanto de ordem institucional, como de ordem moral

We initiate by making a brief summary concerning the importance of water resources and its multiple uses, informing of the environmental crisis. Afterwards the international and national Statutes about water resources are situated historically. A new view of the Constitutional Law in the competency aspect is proposed in the water resource field. It is defined that the access to water resources are a fundamental right. The management of the water is, in itself, a restriction to fundamental rights. Restrictions to fundamental rights are only viable to introduce in the jurisdictional system by means of a Legislative Act. To price the water resource as did the Water Act implies in the establishment of a restriction to fundamental rights, witch can only be legitimated if it is instituted by a Legislative Act. The polluter-pays principle informs the necessity of preservation of water resources. This principle, the fundamental rights theory, the public goods and externalities theory, the Pareto Law and the enlargement of the anthropocentrism are legitimate arguments that sustains the environment taxation. The price of water resource established in the Water Act is a tax, because all the elements in legal definition of a tax are present. The price of water resource established in the Water Act is qualified as a tax to intervene in the economical domain (species of Brazilian taxes). All the aspects in tax instituted in Water Act are identified. / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior / Este trabalho inicia-se fazendo um apanhado sobre a importância e os diversos usos da água, informando que existe uma crise ambiental. Após, situa-se a água historicamente nos diplomas internacionais e nacionais. Faz-se uma releitura constitucional das competências em matéria de águas. Define-se o direito ao acesso aos recursos hídricos como direito fundamental. A gestão de recursos hídricos traz consigo a idéia de restrição ao direito fundamental de uso. Restrições a direito fundamental só podem ser feitas através de lei. A cobrança pelo direito de uso dos recursos hídricos é uma restrição a direito fundamental, logo só pode ser instituída por lei. O princípio do poluidor-pagador afirma a necessidade de preservação da água. Esse princípio, ao lado da teoria dos direitos fundamentais, da teoria de Pigou, do Ótimo de Pareto e do antropocentrismo alargado são fundamentos que legitimam a tributação ambiental. A cobrança de água é um tributo porque estão presentes, em sua caracterização, todos os elementos do conceito legal. A cobrança na Lei de Águas é uma contribuição de intervenção no domínio econômico. Apontam-se, então, os critérios material espacial, temporal e pessoal da hipótese de incidência.

Climate change mitigation necessitates substantial alterations to patterns of worldwide economic activity, be that reduction in demand, switches to new technology or 'end-of-pipe' abatement of greenhouse gases. There are profound political, economic and ethical questions surrounding the governance of the means, rate and location of change. Within advanced capitalist economies and internationally through the auspices of the United Nations Framework Convention on Climate Change emissions trading systems have been introduced as part of the broader neoliberal attempts to 'correct market failure' through the definition of new property rights.This thesis investigates the development, constitution and consequences of institutions for the production, exchange and consumption of credits for emissions reductions. Such credits are financial instruments awarded to organisations for putative reductions in emissions from 'business as usual'. In consumption, credits are equated with a quantity of emissions released elsewhere. The 'Instituted Economic Process' framework (Randles and Harvey, 2002) is used to distinguish the various classes of agent involved in these exchanges and identify the economic and non-economic relationships that constitute these institutions. Inspired by the economic anthropology of Karl Polanyi, this approach asks how economic activity is organised and stabilised within society without presuming that there are universal economic laws of 'the market', that there are essential properties of commodities and agents, or that all economic transfers are conducted within markets.I argue that crediting is a socially contingent process of commodification of atmospheric pollution which is both ontologically and normatively problematic. Extant institutions are shown to be precarious by appealing to neutral techno-scientific justifications but remaining reliant on subjective judgement. However, they are sufficiently consistent and credible that they persist and expand. These findings are of interest to the academic communities of political economy and environmental and economic geography, climate change policy makers and the environmental movement more broadly.

Submitted by Silvana Teresinha Dornelles Studzinski (sstudzinski) on 2016-06-13T19:42:48Z No. of bitstreams: 1 Cristiano Benites Oliveira_.pdf: 1391690 bytes, checksum: 8ac81ec3c07d7927386a42c4fcd10620 (MD5) / Made available in DSpace on 2016-06-13T19:42:48Z (GMT). No. of bitstreams: 1 Cristiano Benites Oliveira_.pdf: 1391690 bytes, checksum: 8ac81ec3c07d7927386a42c4fcd10620 (MD5) Previous issue date: 2016-05-19 / CAPES - Coordenação de Aperfeiçoamento de Pessoal de Nível Superior / Este estudo aborda os aspectos sócio-históricos fundamentais que constituem a reciclagem a partir dos catadores organizados do Movimento Nacional dos Catadores de Materiais Recicláveis (MNCR), enquanto protagonistas de relações e processos instituintes em meio às desigualdades da questão social que ocorrem no contexto da reciclagem de resíduos sólidos. Nesse sentido, a presente pesquisa foi realizada com intuito de aprofundar o estudo da questão social da reciclagem a partir dos seus aspectos humanos, históricos e instituintes em um âmbito societário em que toma espaço a gestão integrada de resíduos sólidos a ser compartilhada entre todos os membros da sociedade brasileira, a partir da vigência da Política Nacional de Resíduos Sólidos (PNRS). A perspectiva teórica adotada para o trabalho de pesquisa baseia-se nos conceitos da teoria dos frames de movimento social, da abordagem da identidade coletiva de Alberto Melucci, e da perspectiva do imaginário radical e instituinte proposta por Cornelius Castoriadis. Ao se colocar em discussão estes três aportes teóricos em interação com a metodologia reflexiva de Melucci, pode-se interpretar de modo rigoroso a práxis estratégica e instituinte que busca transformar relações econômicas, políticas e sociais desiguais em relações e processos sociais autônomos. Estas perspectivas teóricas, em contato com a metodologia proposta, também permitem que sejam interpretados e visualizados os aspectos condicionantes e limitadores desta práxis em relação aos sentidos de caráter efetivo presentes nas instituições do Estado e do mercado. Os resultados desta pesquisa confirmam a tese de que a questão social da reciclagem, ao ser tematizada pelo MNCR, proporciona processos e relações instituintes por meio do aperfeiçoamento dos frames (ecológico, social/setorial e integrado) e do imaginário radical associado tanto à conformação de um campo ético político, quanto ao projeto estratégico da “Reciclagem Popular”. Este estudo também situa, na sua última parte, as limitações heterônomas condicionadas pelas instituições que são impostas ao imaginário autônomo deste movimento. Tal imaginário tem em sua constituição um magma de significações que ajuda no aprimoramento identitário deste sujeito coletivo e no desenvolvimento societário de responsabilidades compartilhadas sobre a geração e o destino final de resíduos sólidos. / This study addresses the fundamental socio-historical aspects that constitute recycling through the organized collectors from MNCR, as protagonists of instituting relationships and processes among the inequalities of social question that occur in the context of recycling of solid waste. This research was performed to deepen the study of the social question of recycling from its human, historical and instituting aspects mid a societal context in which takes space the integrated management of solid waste, from the force of the National Solid Waste Policy (PNRS). The theoretical perspective adopted for the research work is based on the concepts of the theory of collective action frames, the approach of the collective identity of Alberto Melucci, and the radical instituting imaginary perspective proposed by Cornelius Castoriadis. Putting in discuss these three theoretical contributions and interacting with the reflective methodology of Melucci can interpret in a rigorous way the strategic and instituting praxis that seeks to transform unequal and heteronomous economic, political and social relations into autonomous social relations and processes. These theoretical perspectives, in touch with the proposed methodology also allow to interpret and visualize the conditioning and limiting aspects of this praxis in relation to effective meanings present in the institutions of the state and market. The results confirm the thesis that the social question of recycling, thematized by MNCR, provides processes and instituting relations through the improvement of frames (ecological, social/sectoral and integrated) and the radical imaginary associated to the conformation a political ethical field, as well as to the strategic project of “Popular Recycling”. This study also lies in its last part, the heteronomous limitations conditioned by the institutions that are imposed on the autonomous imaginary of this movement. Such imaginary has in its constitution a magma of meanings that helps to improve the identity of this collective subject and to develop societal responsibilities shared on the generation and the final destination of solid waste.

Submitted by admin tede (tede@pucgoias.edu.br) on 2017-02-23T14:37:32Z No. of bitstreams: 1 TÂNIA SOCORRO BORGES MOTA.pdf: 1972330 bytes, checksum: 2eb53c90ba517ec09d91e598864163c8 (MD5) / Made available in DSpace on 2017-02-23T14:37:32Z (GMT). No. of bitstreams: 1 TÂNIA SOCORRO BORGES MOTA.pdf: 1972330 bytes, checksum: 2eb53c90ba517ec09d91e598864163c8 (MD5) Previous issue date: 2016-11-29 / The research brings as object the PNE 2014-2024, Law n. 13.005/2014, and the PEEGO 2015-2025, sanctioned by the Goiás government through Law n. 18.969/2015. The overall objective is to analyze comparatively the PEE-GO - Instituted Plan - prepared with the participation of the educational community of Goiás in 40 public hearings, guaranteed as democratic spaces of manifestation of the stakeholders involved in them - and the Plan Instituinte - of the government of Goiás. Specific objectives propose the analysis of the plans, the goals and the strategies, establishing relations between the State Plan and democracy in the organization of the State System of Education in Goiás, observing historical questions and the existing tensions, as well as the recognition of differences and approximations established Between Institution and Institution plans. The problem is to recognize the convergences and divergences between the PNE and the PEE-GO. The qualitative approach with documentary analysis, combined with comparative studies as research methodology, allowed a greater apprehension of the differences and the approximations between the referred state plans. It is noted that education, as national and regional public social policy, is full of contradictions. The government's understanding remains that the development of education is geared to the interests of the market and capital. The study identifies the goals, noting also that the PEE-GO Instituinte was only partially successful, based on the state's public education policy, since it was not able to obtain its full approval. These plans serve as an analysis a critical approach to the history of educational policies, marked by debates in favor of education in Goiás, although the interests of the State have stood out from those of civil society. / A pesquisa traz como objeto o PNE 2014-2024, Lei n. 13.005/2014, e o PEE-GO 2015- 2025, sancionado pelo governo goiano, por meio da Lei n. 18.969/2015. O objetivo geral consiste em analisar comparativamente o PEE-GO - Plano Instituinte - elaborado com a participação da comunidade educacional goiana em 40 audiências públicas, garantidas como espaços democráticos de manifestação dos interessados nelas envolvidos - e o Plano Instituído - do governo de Goiás. Os objetivos específicos propõem a análise dos planejamentos, das metas e das estratégias, estabelecendo relações entre o Plano Estadual e a democracia na organização do Sistema Estadual de Educação em Goiás, observadas questões históricas e as tensões existentes, bem como o reconhecimento de diferenças e aproximações instauradas entre os planos Instituinte e Instituído. O problema aponta em reconhecer as convergências e as divergências existentes entre o PNE e o PEE-GO. A abordagem qualitativa com análise documental, combinada com estudos comparativos como metodologia de investigação possibilitaram uma maior apreensão das diferenças e das aproximações entre os planos estaduais referidos. Nota-se que a Educação, como política social pública nacional e regional, está repleta de contradições. Persiste o entendimento do governo de que o desenvolvimento da educação esteja voltado para os interesses do mercado e do capital. Resulta deste estudo a identificação das metas, observando, também, que o PEE-GO Instituinte logrou êxito apenas parcialmente, conforme a base na política pública de educação estadual, já que não conseguiu sua aprovação total. Esses planos servem de análise para uma abordagem crítica da história das políticas educacionais, marcadas por debates em prol da educação goiana, apesar de que os interesses do Estado terem sobressaído aos da sociedade civil.

Made available in DSpace on 2016-04-25T20:23:10Z (GMT). No. of bitstreams: 1 Maria de Fatima Vicente.pdf: 931895 bytes, checksum: 411623fa873351963074ca75769e9ffa (MD5) Previous issue date: 2010-06-09 / This thesis deals with the social symptom Brazilian popular Music - MPB between 1965 and 1972 and its ethical incidence on the Brazilian society under dictatorship (1964-1985) as effect of its condition of social symptom. The sonority is a central element of the Brazilian society and instituted itself in earthly, corporal sonority, opposite to the sublime one. In the turn of century XIX, by the force of the conditions of the musical scene and the social-political scene, it was articulated based on the orality and for the percussion when, stabilished the frame song as the predominant way of the Brazilian musical culture. It points out as intrinsic factor to the definition of this frame the insurmountable presence of the singer, decisive element for the effect of symbolic mediation of the social link accomplished by this music, in special when the institutionalization of the MPB. The format song safeguarded the place of the body, as the frame supports itself the intonation of everyday speach, and instaurates the body of the singer as object of the circulation of the word, diction limited for the interdiction. Which alows to point out the acts of the singers as singular acts due to relation in this social symptom that the singer establishes with his public: situated in the lack of the object by the effect of musical silence, homologous position to the psychoanalyst in the cure, producing decoposed and understandable effects of the social reality. It was concluded that the vicissitudes of social MPB symptom in that social-political conjuncture, read by the paradigm of singer s interpretation , had happened in the society as acts that drive away the death and had accomplished understandable possibilities of the instituted social-political order / Esta tese trata do sintoma social Música popular brasileira MPB entre 1965 e 1972 e de sua incidência ética sobre a sociedade brasileira sob ditadura (1964-1985) como efeito de sua condição de sintoma social. A sonoridade é um elemento central da sociedade brasileira e se instituiu em sonoridade terrena, corpórea e avessa ao sublime. Na virada do século XIX, por força das condições da cena musical e da cena político-social, articulou-se pautada pela oralidade e pela percussão quando, estabilizou o formato canção como o modo predominante da cultura musical brasileira. Sobressai como fator intrínseco à definição desse formato a presença incontornável do cancionista, elemento decisivo para os efeitos de mediação simbólica do laço social efetivado por essa música, em especial quando da institucionalização da MPB. O formato-canção salvaguardou o lugar do corpo, uma vez que esse formato se apóia na entoação da fala cotidiana, e instaura o corpo do cancionista como objeto da circulação da palavra, dicção limitada pela interdicção. O que permite situar os atos dos cancionistas como atos singulares devido à relação que nesse sintoma social o cancionista estabelece com seu público: situado na falta do objeto por efeito do silêncio musical, posição homóloga à do psicanalista na cura, produzindo efeitos de escansão interpretantes da realidade social. Conclui-se que as vicissitudes do sintoma social MPB naquela conjuntura político-social, lidos pelo paradigma da interpretação do cancionista, incidiram na sociedade como atos que afugentam a morte e efetivaram possibilidades interpretantes da ordem político-social instituída

Made available in DSpace on 2016-04-26T14:58:09Z (GMT). No. of bitstreams: 1 Maria de Fatima Vicente.pdf: 931895 bytes, checksum: 411623fa873351963074ca75769e9ffa (MD5) Previous issue date: 2010-06-09 / This thesis deals with the social symptom Brazilian popular Music - MPB between 1965 and 1972 and its ethical incidence on the Brazilian society under dictatorship (1964-1985) as effect of its condition of social symptom. The sonority is a central element of the Brazilian society and instituted itself in earthly, corporal sonority, opposite to the sublime one. In the turn of century XIX, by the force of the conditions of the musical scene and the social-political scene, it was articulated based on the orality and for the percussion when, stabilished the frame song as the predominant way of the Brazilian musical culture. It points out as intrinsic factor to the definition of this frame the insurmountable presence of the singer, decisive element for the effect of symbolic mediation of the social link accomplished by this music, in special when the institutionalization of the MPB. The format song safeguarded the place of the body, as the frame supports itself the intonation of everyday speach, and instaurates the body of the singer as object of the circulation of the word, diction limited for the interdiction. Which alows to point out the acts of the singers as singular acts due to relation in this social symptom that the singer establishes with his public: situated in the lack of the object by the effect of musical silence, homologous position to the psychoanalyst in the cure, producing decoposed and understandable effects of the social reality. It was concluded that the vicissitudes of social MPB symptom in that social-political conjuncture, read by the paradigm of singer s interpretation , had happened in the society as acts that drive away the death and had accomplished understandable possibilities of the instituted social-political order / Esta tese trata do sintoma social Música popular brasileira MPB entre 1965 e 1972 e de sua incidência ética sobre a sociedade brasileira sob ditadura (1964-1985) como efeito de sua condição de sintoma social. A sonoridade é um elemento central da sociedade brasileira e se instituiu em sonoridade terrena, corpórea e avessa ao sublime. Na virada do século XIX, por força das condições da cena musical e da cena político-social, articulou-se pautada pela oralidade e pela percussão quando, estabilizou o formato canção como o modo predominante da cultura musical brasileira. Sobressai como fator intrínseco à definição desse formato a presença incontornável do cancionista, elemento decisivo para os efeitos de mediação simbólica do laço social efetivado por essa música, em especial quando da institucionalização da MPB. O formato-canção salvaguardou o lugar do corpo, uma vez que esse formato se apóia na entoação da fala cotidiana, e instaura o corpo do cancionista como objeto da circulação da palavra, dicção limitada pela interdicção. O que permite situar os atos dos cancionistas como atos singulares devido à relação que nesse sintoma social o cancionista estabelece com seu público: situado na falta do objeto por efeito do silêncio musical, posição homóloga à do psicanalista na cura, produzindo efeitos de escansão interpretantes da realidade social. Conclui-se que as vicissitudes do sintoma social MPB naquela conjuntura político-social, lidos pelo paradigma da interpretação do cancionista, incidiram na sociedade como atos que afugentam a morte e efetivaram possibilidades interpretantes da ordem político-social instituída

Made available in DSpace on 2016-04-28T18:22:26Z (GMT). No. of bitstreams: 1 Joelma Sa Teles dos Anjos.pdf: 8647563 bytes, checksum: 597d299ef32df9e9df790aeda315f89a (MD5) Previous issue date: 2011-11-21 / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior / Some companies have been offering online chats named as Web Call Centers besides traditional Call Centers. This is a new tool for communication between companies and clients which aims for more productivity and commitment. Considering this new work activity and through qualitative methodology and epistemological interpretative orientation, this research examines online chat interactions to understand the characteristics of the discursive practices in this given context. This work has looked for answering two major questions: what are the characteristics of the situation of work of Web Call Center attendants?; and what is the discursive status of the online chat in this work situation? Theoretically, we have recurred to language studies that consider online chats as a genre, specifically Marchurschi s contibutions (2010). We have also recurred to language studies that consider online chats as a hypergenre like Dominique Maingueneau s work (2001) and, we have recurred to studies of work, specifically Ergology, which is considered an innovative theory to approach work activities (Schwartz, 1997, 2006). The corpus considered in the analysis consists of registers of online chats in customer service with interactions between insurance technicians as attendants and their clients who were insurance agents. By doing the analysis of these registers and by discussing them, we have come to the conclusion that in work situation the online chat goes under coercion that allows us to classify it as a genre. Some other aspects were revealed in the study as well, such as the normalization, done by the attendants, that points to the dialectics among the instituted pieces of knowledge, i. e., the rules that precede the activity, and the invested knowledge, the experience that comes with practice / Algumas empresas têm instituído, ao lado dos Call Center, intitulados atualmente de Web Call Center, o chat como uma nova modalidade de atendimento agente-cliente, visando, sobretudo, ao aumento da produtividade e engajamento com a nova tecnologia. Considerando essa nova atividade de trabalho, esta pesquisa, pautada em metodologia qualitativa, de base epistemológica interpretativista de observação, teve como objetivo investigar e analisar interações ocorridas em situação de atendimento ao cliente, via chat, para compreender as características das práticas discursivas nesse contexto. Nesse sentido, procurou responder a duas questões: Qual(is) a(s) característica(s) da situação de trabalho das atendentes do Web Call Center? Qual o estatuto discursivo do chat em situação de trabalho? Do ponto de vista teórico, recorreu aos estudos da linguagem - mais especificamente às contribuições de Marcuschi (2010), que considera o chat como gênero, e de Dominique Maingueneau (2001), que o vê como hipergênero - e aos estudos do trabalho, mais especificamente à Ergologia, entendida como um modelo teórico-metodológico inovador para abordar a atividade de trabalho (Schwartz, 1997, 2006). O corpus considerado para análise constituiu-se de registros de atendimento ao cliente por meio do chat, entre técnicos de seguros na função de agentes de atendimento de uma Seguradora Nacional e, seus clientes - corretores de seguros. Por meio da análise e discussão desses registros, concluiu-se que o chat em situação de trabalho sofre várias coerções que permitem caracterizá-lo como gênero. Ficaram claras também as várias renormalizações feitas pelas atendentes, as quais indicam a dialética entre os saberes instituídos, isto é, as normas que antecedem a atividade, e os saberes investidos, a experiência advinda da prática