rdf-syntax-grammar
mods:
  schema location: http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-2.xsd
  title info:
    title: Linguistic Ethnography of a Multilingual Call Center
    sub title: London Calling
  name:
    name part: Woydack, Johanna.
    role:
      role term: creator
    role:
      role term: author.
    role:
      role term: aut
    role:
      role term: http://id.loc.gov/vocabulary/relators/aut
  name:
    name part: SpringerLink (Online service)
  type of resource: text
  origin info:
    place:
      place term: gw
    date issued: 2019
    edition: 1st ed. 2019.
    issuance: monographic
  language:
    language term: eng
  physical description:
    form: electronic
    form: electronic resource
    reformatting quality: access
    form: remote
    extent: XV, 214 p. 38 illus. online resource.
  abstract: '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.
  table of contents: 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.
  note: by Johanna Woydack.
  subject:
    topic: Discourse analysis
  subject:
    topic: Ethnography
  subject:
    topic: Linguistic anthropology
  subject:
    topic: Multilingualism
  subject:
    topic: Sociolinguistics
  subject:
    topic: Industrial sociology
  subject:
    topic: Discourse Analysis
  subject:
    topic: Ethnography
  subject:
    topic: Linguistic Anthropology
  subject:
    topic: Multilingualism
  subject:
    topic: Sociolinguistics
  subject:
    topic: Sociology of Work
  classification: P302-P302.87
  classification: 401.41
  related item:
    title info:
      title: Springer eBooks
  related item:
    title info:
      title: Communicating in Professions and Organizations
  identifier: 9783319933238
  identifier: https://doi.org/10.1007/978-3-319-93323-8
  record info:
    record creation date: 180924
    record change date: 20190618041103.0
    record identifier: 978-3-319-93323-8