Linguistic Ethnography of a Multilingual Call Center

London Calling
Softcover Nachdruck of the original 1. Auflage 2019
ISBN: 978-3-030-06639-0
Verlag: Springer International Publishing

Buch, Englisch, 214 Seiten, Previously published in hardcover, Format (B × H): 148 mm x 210 mm, Gewicht: 306 g

Reihe: Communicating in Professions and Organizations

This book presents an innovative institutional transpositional ethnography that examines the textual trajectory of “the life of a calling script” from production by corporate management and clients to recontextualization by middle management and finally to application by agents in phone interactions. Drawing on an extensive original research it provides a behind-the-scenes view of a multilingual call center in London and critiques the archetypal modern workplace practices including extensive use of monitoring and standardization and use of low-skilled precariat labor. In doing so, it offers fresh perspectives on contemporary debates about resistance, agency, and compliance in globalized workplaces. This study will provide a valuable resource to students and scholars of management studies, communication, sociolinguistics, and linguistic anthropology.

Autoren/Hrsg.

Woydack, Johanna

Fachgebiete

• Geisteswissenschaften Sprachwissenschaft Mehrsprachigkeit
• Geisteswissenschaften Sprachwissenschaft Ethnolinguistik
• Geisteswissenschaften Sprachwissenschaft Textlinguistik, Diskursanalyse, Stilistik
• Geisteswissenschaften Sprachwissenschaft Soziolinguistik
• Sozialwissenschaften Ethnologie | Volkskunde Ethnologie Ethnographie
• Sozialwissenschaften Soziologie | Soziale Arbeit Spezielle Soziologie Wirtschaftssoziologie, Arbeitssoziologie, Organisationssoziologie

Inhaltsverzeichnis

Chapter 1: Introduction.- Chapter 2: Getting to know Callcentral: a first encounter.- Chapter 3: The first stage of the script’s career: production of “the master script”.- Chapter 4: The second stage in the script’s career: adaptation of the master script.- Chapter 5: The final stage of the script’s career: enactment and use of the master script.- Chapter 6: Standardization and agency intertwined.

Über Autor(innen)

Johanna Woydack is Assistant Professor at Vienna University of Economics and Business, Austria.