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010   $a3-319-93323-X
024 7 $a10.1007/978-3-319-93323-8
035   $a(CKB)4100000006674896
035   $a(MiAaPQ)EBC5525841
035   $a(DE-He213)978-3-319-93323-8
035   $a(EXLCZ)994100000006674896
100   $a20180924d2019      u|         0
101 0 $aeng
135   $aurcnu||||||||
181   $ctxt$2rdacontent
182   $cc$2rdamedia
183   $acr$2rdacarrier
200 10$aLinguistic Ethnography of a Multilingual Call Center $eLondon Calling /$fby Johanna Woydack
205   $a1st ed. 2019.
210  1$aCham :$cSpringer International Publishing :$cImprint: Palgrave Macmillan,$d2019.
215   $a1 online resource (xv, 214 pages) $cillustrations
225 1 $aCommunicating in Professions and Organizations
311   $a3-319-93322-1 
327   $aChapter 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.
330   $a?This book provides a fresh and insightful exploration into how call centre agents develop and use language at work. The researcher was able to do this because of her unique position within this workplace: she being one of the agents herself. This allowed her to provide a deep ethnographic account of how agents are recruited, trained and managed in this call centre, where many previous studies have relied on less knowledge and understanding of the actual and nuanced work situation.? ?Jane Lockwood, The Hong Kong Polytechnic University This book presents an innovative institutional transpositional ethnography that examines the textual trajectory of ?the life of a calling script? from production by corporate management and clients to recontextualization by middle management and finally to application by agents in phone interactions. Drawing on an extensive original research it provides a behind-the-scenes view of a multilingual call center in London and critiques the archetypal modern workplace practices including extensive use of monitoring and standardization and use of low-skilled precariat labor. In doing so, it offers fresh perspectives on contemporary debates about resistance, agency, and compliance in globalized workplaces. This study will provide a valuable resource to students and scholars of management studies, communication, sociolinguistics, and linguistic anthropology. Johanna Woydack is Assistant Professor at Vienna University of Business and Economics, Austria.
410  0$aCommunicating in Professions and Organizations
606   $aDiscourse analysis
606   $aEthnography
606   $aLinguistic anthropology
606   $aMultilingualism
606   $aSociolinguistics
606   $aIndustrial sociology
606   $aDiscourse Analysis$3https://scigraph.springernature.com/ontologies/product-market-codes/N51000
606   $aEthnography$3https://scigraph.springernature.com/ontologies/product-market-codes/X12060
606   $aLinguistic Anthropology$3https://scigraph.springernature.com/ontologies/product-market-codes/X12020
606   $aMultilingualism$3https://scigraph.springernature.com/ontologies/product-market-codes/N55000
606   $aSociolinguistics$3https://scigraph.springernature.com/ontologies/product-market-codes/N44000
606   $aSociology of Work$3https://scigraph.springernature.com/ontologies/product-market-codes/X22240
615  0$aDiscourse analysis.
615  0$aEthnography.
615  0$aLinguistic anthropology.
615  0$aMultilingualism.
615  0$aSociolinguistics.
615  0$aIndustrial sociology.
615 14$aDiscourse Analysis.
615 24$aEthnography.
615 24$aLinguistic Anthropology.
615 24$aMultilingualism.
615 24$aSociolinguistics.
615 24$aSociology of Work.
676   $a306.446
700   $aWoydack$b Johanna$4aut$4http://id.loc.gov/vocabulary/relators/aut$01061572
906   $aBOOK
912   $a9910337725203321
996   $aLinguistic Ethnography of a Multilingual Call Center$92519245
997   $aUNINA