Linguistic Ethnography of a Multilingual Call Center: London Calling (Paperback) (ISBN-13: 9783030066390)

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.


Author: Johanna Woydack
ISBN-10: 3030066398
ISBN-13: 9783030066390
Publisher: Palgrave MacMillan
Language: English
Published: 01/03/2019
Pages: 214
Format: Paperback
Weight: 0.62lbs
Size: 8.27h x 5.83w x 0.49d