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Doctoral Thesis
DOI
10.11606/T.8.2013.tde-11042014-102647
Document
Author
Full name
Marina Castro de Almeida
E-mail
Institute/School/College
Knowledge Area
Date of Defense
Published
São Paulo, 2013
Supervisor
Committee
Martins, Elvio Rodrigues (President)
Castillo, Ricardo Abid
Lencioni, Sandra
Silva, Adriana Maria Bernardes da
Venco, Selma Borghi
Title in Portuguese
Em outro ponto da rede: desenvolvimento geográfico desigual e o "vaivém" do capital nas operações de Contact Center
Keywords in Portuguese
Ajuste-espacial
Áreas desvalorizadas
Divisão territorial do trabalho
Empresas de Contact Center
Uso corporativo do território
Abstract in Portuguese
Esta pesquisa tem como objetivo principal analisar a apropriação do desenvolvimento geográfico desigual brasileiro pelas empresas de Contact Center. A constituição e expansão das operações brasileiras de teleatendimento estão atreladas às privatizações do setor de telecomunicações, com a aquisição das empresas estatais por grandes transnacionais, e a consequente terceirização dos serviços a partir do final da década de 1990. A análise da divisão territorial do trabalho das operações de teleatendimento revela a presença de forças centrípetas, com a manutenção do controle nas principais metrópoles brasileiras, e centrífugas, com a dispersão das unidades de produção para os centros urbanos não metropolitanos e para a região Nordeste. O uso seletivo da densidade técnica e informacional do território permite às empresas a incorporação lucrativa de áreas onde os recursos, principalmente, capital e trabalho, são desvalorizados.
Title in English
At another point of the network: uneven geographical development and come and go of capital in Contact Center operations
Keywords in English
Contact Center companies
Corporate use of the territory
Devalued areas
Spatial-­fix
Territorial division of labor
Abstract in English
The present work intends to analyze the exploitation of Brazilian uneven geographical development by Contact Center companies. Since the end of the 1990s, the establishment and expansion of Brazilian operations telemarketing has been linked to the privatization of the telecommunications sector, with the subsequent acquisition of state enterprises by large transnational corporations, with has resulted in the outsourcing of services. The corporations territorial division of labor shows the presence of both centripetal forces, with maintenance control in major Brazilian cities, and centrifugal forces, with the dispersion of production facilities in non-­ metropolitan and urban centers in the Northeast. The selective use of technical and informational density allows companies to lucratively incorporate areas where resources, especially labor and capital, are devalued.
 
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Publishing Date
2014-04-11
 
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