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Cover: 9783319933221 | Linguistic Ethnography of a Multilingual Call Center | London Calling
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Linguistic Ethnography of a Multilingual Call Center
London Calling
Buch von Johanna Woydack
Sprache: Englisch

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Beschreibung
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.
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.
Über den Autor
Johanna Woydack is Assistant Professor at Vienna University of Economics and Business, Austria.
Zusammenfassung

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

Inhaltsverzeichnis
Chapter 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.
Details
Erscheinungsjahr: 2018
Genre: Allg. & vergl. Sprachwissenschaft, Geisteswissenschaften, Kunst, Musik
Rubrik: Sprachwissenschaft
Medium: Buch
Inhalt: xv
214 S.
38 s/w Illustr.
214 p. 38 illus.
ISBN-13: 9783319933221
ISBN-10: 3319933221
Sprache: Englisch
Herstellernummer: 978-3-319-93322-1
Einband: Gebunden
Autor: Woydack, Johanna
Auflage: 1st edition 2019
Hersteller: Springer International Publishing
Verantwortliche Person für die EU: Springer Verlag GmbH, Tiergartenstr. 17, D-69121 Heidelberg, juergen.hartmann@springer.com
Maße: 216 x 153 x 18 mm
Von/Mit: Johanna Woydack
Erscheinungsdatum: 11.10.2018
Gewicht: 0,418 kg
Artikel-ID: 113667338
Über den Autor
Johanna Woydack is Assistant Professor at Vienna University of Economics and Business, Austria.
Zusammenfassung

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

Inhaltsverzeichnis
Chapter 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.
Details
Erscheinungsjahr: 2018
Genre: Allg. & vergl. Sprachwissenschaft, Geisteswissenschaften, Kunst, Musik
Rubrik: Sprachwissenschaft
Medium: Buch
Inhalt: xv
214 S.
38 s/w Illustr.
214 p. 38 illus.
ISBN-13: 9783319933221
ISBN-10: 3319933221
Sprache: Englisch
Herstellernummer: 978-3-319-93322-1
Einband: Gebunden
Autor: Woydack, Johanna
Auflage: 1st edition 2019
Hersteller: Springer International Publishing
Verantwortliche Person für die EU: Springer Verlag GmbH, Tiergartenstr. 17, D-69121 Heidelberg, juergen.hartmann@springer.com
Maße: 216 x 153 x 18 mm
Von/Mit: Johanna Woydack
Erscheinungsdatum: 11.10.2018
Gewicht: 0,418 kg
Artikel-ID: 113667338
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