Linguistic Ethnography of a Multilingual Call Center

London Calling
1. Auflage 2019
ISBN: 978-3-319-93322-1
Verlag: Springer

Buch, Englisch, 214 Seiten, Format (B × H): 153 mm x 216 mm, Gewicht: 418 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.

Zielgruppe

Research

Autoren/Hrsg.

Woydack, Johanna

Fachgebiete

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

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.