The Language of Outsourced Call Centers: A Corpus-based Study of Cross-cultural Interaction

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John Benjamins Publishing, 2009 - 319 ページ
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The Language of Outsourced Call Centers is the first book to explore a large-scale corpus representing the typical kinds of interactions and communicative tasks in outsourced call centers located in the Philippines and serving American customers. The specific goals of this book are to conduct a corpus-based register comparison between outsourced call center interactions, face-to-face American conversations, and spontaneous telephone exchanges; and to study the dynamics of cross-cultural communication between Filipino call center agents and American callers, as well as other demographic groups of participants in outsourced call center transactions, e.g., gender of speakers, agents' experience and performance, and types of transactional tasks. The research design relies on a number of analytical approaches, including corpus linguistics and discourse analysis, and combines quantitative and qualitative examination of linguistic data in the investigation of the frequency distribution and functional characteristics of a range of lexico/syntactic features of outsourced call center discourse.
 

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目次

Chapter 1 Introduction
1
Chapter 2 Outsourced call centers in the Philippines
15
Chapter 3 Corpora and description of speaker groups in the call center corpus
39
Chapter 4 Multidimensional analysis
75
Chapter 5 Lexicosyntactic features
105
Chapter 6 Grammatical expression of stance
145
Chapter 7 Politeness and respect markers
169
Chapter 8 Inserts
191
Chapter 9 Dysfluencies
227
 caller clarifications
255
Chapter 11 Synthesis and directions for future research
273
APPENDIX A Assessment instrument
299
References
307
Subject index
317
The series Studies in Corpus Linguistics SCL
321
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