Linguistic Ethnography of a Multilingual Call Center : London Calling

Softcover Reprint of the Original 1st 2019 ed.

by Johanna Woydack

Book Details

Format Paperback / Softback

Book Series Communicating in Professions and Organizations

ISBN-10 3030066398

ISBN-13 9783030066390

Edition Softcover Reprint of the Original 1st 2019 ed.

Publisher Springer Nature Switzerland AG

Imprint Springer Nature Switzerland AG

Country of Manufacture GB

Country of Publication GB

Publication Date Jan 3rd, 2019

Print length 214 Pages

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Ksh 12,600.00

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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.

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.

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