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Linguistic Ethnography of a Multilingual Call Center: London Calling (Communicating in Professions and Organizations) - Hardcover

Buch 10 von 14: Communicating in Professions and Organizations

Woydack, Johanna

 
9783319933221: Linguistic Ethnography of a Multilingual Call Center: London Calling (Communicating in Professions and Organizations)
Hardcover
ISBN 10: 3319933221 ISBN 13: 9783319933221
Verlag: Palgrave Macmillan, 2018

Inhaltsangabe

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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Über die Autorin bzw. den Autor

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



Von der hinteren Coverseite

‘This book provides a fresh and insightful exploration into how call centre agents develop and use language at work. The researcher was able to do this because of her unique position within this workplace: she being one of the agents herself. This allowed her to provide a deep ethnographic account of how agents are recruited, trained and managed in this call centre, where many previous studies have relied on less knowledge and understanding of the actual and nuanced work situation.’
―Jane Lockwood, The Hong Kong Polytechnic University

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.

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

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Verlag
Palgrave Macmillan
Erscheinungsdatum
2018
Sprache
Englisch
ISBN 10 
3319933221
ISBN 13 
9783319933221
Einband
Gebundene Ausgabe
Auflage
1
Anzahl der Seiten
229
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