Habilities, autonomy and meaning of work in public service positions

The objective of this article is to analyze how public service workers of a state organization manage the heterogeneity of their work and the unpredictability of the service relationship, and how this affects their professional identity and the meaning given to their work. The arguments of this text...

Descripción completa

Guardado en:
Detalles Bibliográficos
Autor principal: Henry, Maria Laura
Formato: Artículo revista
Lenguaje:Español
Publicado: Facultad de Ciencias Económicas de la Universidad Nacional del Nordeste - UNNE 2023
Materias:
labour process
service relationship
autonomy
occupational health
proceso de trabajo
relación de servicio
autonomía
salud laboral
Acceso en línea:https://revistas.unne.edu.ar/index.php/rfce/article/view/7156
Aporte de:
Revistas UNNE - Universidad Nacional del Noroeste (UNNE) de Universidad Nacional del Nordeste
id I48-R154-article-7156
record_format ojs
spelling I48-R154-article-71562023-12-07T21:52:40Z Habilities, autonomy and meaning of work in public service positions Saberes, autonomía y sentido del trabajo en puestos de atención al público Henry, Maria Laura labour process service relationship autonomy occupational health proceso de trabajo relación de servicio autonomía salud laboral The objective of this article is to analyze how public service workers of a state organization manage the heterogeneity of their work and the unpredictability of the service relationship, and how this affects their professional identity and the meaning given to their work. The arguments of this text are based on a qualitative research, carried out in a state organization that provides social services in Argentina. Through the analysis of documentary sources, interviews and observation in the workplace, data was collected on how the work process of customer service is organized, what level of autonomy they have and what are the strategies that workers deploy to achieve the fixed goals. In this regard, the results indicate that the resolution of daily problems is possible, on the one hand, due to the margin of autonomy that workers can display in this organization to solve those unforeseen aspects. On the other hand, it is possible due to the support of the work group, which acts as a space for the re-elaboration of practices and rules that guide the activity. This margin of autonomy and this collective learning process, when deployed within reasonable limits, is a source of professional identity, enriches the work and allows the individual to find recognition in their peers as well as in the public. El objetivo de este artículo es analizar de qué forma los trabajado- res de atención al público en una organización estatal gestionan la heterogeneidad de su trabajo y la imprevisibilidad de la relación de servicio, y cómo esto incide en su identidad profesional y en el sentido otorgado al trabajo realizado. Los argumentos de este texto se basan en una investigación de tipo cualitativa, realizada en una organización estatal proveedora de servicios sociales en Argentina. A través del análisis de fuentes documentales, entrevistas y observación en los lugares de trabajo, se recolectaron datos sobre cómo se organiza el proceso de trabajo de atención al público, cuál es margen de autonomía y de prescripción que tienen y qué estrategias despliegan los trabajadores para alcanzar las metas fijadas. Al respecto, los resultados indican que la resolución de problemas cotidianos es posible, por un lado, debido al margen de autonomía que pueden desplegar en esta organización los trabajadores para resolver aquellos aspectos no previstos. Por otro lado, es posible por el apoyo del colectivo de trabajo, que actúa como espacio para la reelaboración de prácticas y reglas que orientan la actividad. Este margen de autonomía y este proceso de aprendizaje colectivo, cuando se despliega dentro de márgenes razonables, es fuente de identidad profesional, enriquece el trabajo y permite al individuo encontrar reconocimiento en sus pares, así como en el público. Facultad de Ciencias Económicas de la Universidad Nacional del Nordeste - UNNE 2023-12-07 info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion application/pdf https://revistas.unne.edu.ar/index.php/rfce/article/view/7156 10.30972/rfce.3127156 Revista de la Facultad de Ciencias Económicas; Vol. 31 Núm. 2 (2023); 179-199 1668-6357 1668-6365 spa https://revistas.unne.edu.ar/index.php/rfce/article/view/7156/6628 http://creativecommons.org/licenses/by-nc-sa/4.0
institution Universidad Nacional del Nordeste
institution_str I-48
repository_str R-154
container_title_str Revistas UNNE - Universidad Nacional del Noroeste (UNNE)
language Español
format Artículo revista
topic labour process
service relationship
autonomy
occupational health
proceso de trabajo
relación de servicio
autonomía
salud laboral
spellingShingle labour process
service relationship
autonomy
occupational health
proceso de trabajo
relación de servicio
autonomía
salud laboral
Henry, Maria Laura
Habilities, autonomy and meaning of work in public service positions
topic_facet labour process
service relationship
autonomy
occupational health
proceso de trabajo
relación de servicio
autonomía
salud laboral
author Henry, Maria Laura
author_facet Henry, Maria Laura
author_sort Henry, Maria Laura
title Habilities, autonomy and meaning of work in public service positions
title_short Habilities, autonomy and meaning of work in public service positions
title_full Habilities, autonomy and meaning of work in public service positions
title_fullStr Habilities, autonomy and meaning of work in public service positions
title_full_unstemmed Habilities, autonomy and meaning of work in public service positions
title_sort habilities, autonomy and meaning of work in public service positions
description The objective of this article is to analyze how public service workers of a state organization manage the heterogeneity of their work and the unpredictability of the service relationship, and how this affects their professional identity and the meaning given to their work. The arguments of this text are based on a qualitative research, carried out in a state organization that provides social services in Argentina. Through the analysis of documentary sources, interviews and observation in the workplace, data was collected on how the work process of customer service is organized, what level of autonomy they have and what are the strategies that workers deploy to achieve the fixed goals. In this regard, the results indicate that the resolution of daily problems is possible, on the one hand, due to the margin of autonomy that workers can display in this organization to solve those unforeseen aspects. On the other hand, it is possible due to the support of the work group, which acts as a space for the re-elaboration of practices and rules that guide the activity. This margin of autonomy and this collective learning process, when deployed within reasonable limits, is a source of professional identity, enriches the work and allows the individual to find recognition in their peers as well as in the public.
publisher Facultad de Ciencias Económicas de la Universidad Nacional del Nordeste - UNNE
publishDate 2023
url https://revistas.unne.edu.ar/index.php/rfce/article/view/7156
work_keys_str_mv AT henrymarialaura habilitiesautonomyandmeaningofworkinpublicservicepositions
AT henrymarialaura saberesautonomiaysentidodeltrabajoenpuestosdeatencionalpublico
first_indexed 2024-08-21T22:36:10Z
last_indexed 2024-08-21T22:36:10Z
_version_ 1808038384782802944

Ejemplares similares