Linguistic Ethnography of a Multilingual Call Center : London Calling
Softcover Reprint of the Original 1st 2019 ed.
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
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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