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Communicating in Professions and Organizations

Linguistic Ethnography of a Multilingual Call Center

London Calling

Authors: Woydack, Johanna

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  • Provides a linguistic ethnography of institutional texts in a multilingual call center
  • Explores key issues in the contemporary workplace including conditions of employment, recruitment, standardization practices, global reach and communication, and surveillance
  • Offers new insights on contemporary debates about resistance, agency, and compliance in globalized workplaces
  • Examines “the career of a call center script” as it evolves in its transit through an organizational hierarchy
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eBook 67,40 €
price for Spain (gross)
  • ISBN 978-3-319-93323-8
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  • Included format: EPUB, PDF
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Hardcover 83,19 €
price for Spain (gross)
  • ISBN 978-3-319-93322-1
  • Free shipping for individuals worldwide
  • Immediate ebook access, if available*, with your print order
  • Usually dispatched within 3 to 5 business days.
  • The final prices may differ from the prices shown due to specifics of VAT rules
Softcover 83,19 €
price for Spain (gross)
  • ISBN 978-3-030-06639-0
  • Free shipping for individuals worldwide
  • Immediate ebook access, if available*, with your print order
  • Usually dispatched within 3 to 5 business days.
  • The final prices may differ from the prices shown due to specifics of VAT rules
About this book

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.

About the authors

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

Reviews

“The book offers a new perspective on the contemporary debate on workplace standardization. The volume will be of interest to students and scholars interested in politeness research and intercultural communication as well as to call centre managers and business communication trainers.” (Sara Orthaber, Discourse & Communication, Vol. 13 (5), 2019)


Table of contents (6 chapters)

Table of contents (6 chapters)

Buy this book

eBook 67,40 €
price for Spain (gross)
  • ISBN 978-3-319-93323-8
  • Digitally watermarked, DRM-free
  • Included format: EPUB, PDF
  • ebooks can be used on all reading devices
  • Immediate eBook download after purchase
Hardcover 83,19 €
price for Spain (gross)
  • ISBN 978-3-319-93322-1
  • Free shipping for individuals worldwide
  • Immediate ebook access, if available*, with your print order
  • Usually dispatched within 3 to 5 business days.
  • The final prices may differ from the prices shown due to specifics of VAT rules
Softcover 83,19 €
price for Spain (gross)
  • ISBN 978-3-030-06639-0
  • Free shipping for individuals worldwide
  • Immediate ebook access, if available*, with your print order
  • Usually dispatched within 3 to 5 business days.
  • The final prices may differ from the prices shown due to specifics of VAT rules

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Bibliographic Information

Bibliographic Information
Book Title
Linguistic Ethnography of a Multilingual Call Center
Book Subtitle
London Calling
Authors
Series Title
Communicating in Professions and Organizations
Copyright
2019
Publisher
Palgrave Macmillan
Copyright Holder
The Editor(s) (if applicable) and The Author(s)
eBook ISBN
978-3-319-93323-8
DOI
10.1007/978-3-319-93323-8
Hardcover ISBN
978-3-319-93322-1
Softcover ISBN
978-3-030-06639-0
Edition Number
1
Number of Pages
XV, 214
Number of Illustrations
38 b/w illustrations
Topics

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