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Previous issue date: 1995 === lhe dissertation's goal is to overbear the instrumental approach wich has been used to treat the question of public aftendance, displaylng the aftendance's importance to the humam processes of objetivation and subjetivation, specially, to the construction of the concept cltizenship and the realization of cltizenship's exercises. Beside offering a theoretical frame of reference about the subject, the study presents a qualltative analysis of data which were taken from a field work, in which aftendants of ali public hospitais in Rio de Janeiro were interviewed. === o objetivo da dissertação é ultrapassar o viés instrumental com o qual a questão do atendimento vem sendo tratada, revelando a sua importância da mesma para os processos de objetivação e subjetivação humanos e, em especial, para a construção do conceito e a efetivação do exercício da cidadania. Além de referencial teórico sobre o assunto, o estudo apresenta uma análise qualitativa de dados recolhidos em pesquisa de campo na qual foram entrevistados atendentes de balcão de todos os hospitais gerais públicos no município do Rio de Janeiro.
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