Description of the organizational culture and values ??of coexistence and social responsibility in a call center in Bogota (Colombia)
Abstract
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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