The Language of Outsourced Call Centers: A Corpus-based Study of Cross-cultural InteractionJohn Benjamins Publishing, 2009 - 319 ページ 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. |
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 |
317 | |
321 | |
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多く使われている語句
agents and callers alright American callers American Conversation analysis Antconc Average hold backchannels Biber call center agents call center company Call Center corpus call center interactions call center transactions caller clarifications categories of accounts chapter common Conversation and Switchboard Corpus Linguistics corpus-based cross-cultural current accounts customer service Dimension discourse markers discourse particles distribution dysfluencies English excerpt female agents female callers Filipino agents filled-pauses Frequency per 1,000 High-performing agents interac Keyword language LGSWE linguistic features linguistic performance long pauses ma'am male agents male callers modal verbs Northern Arizona University outsourced call centers performance evaluation scores person pronouns Philippines politeness and respect procedures registers respect markers role and gender service encounters service transactions short pause shows sorry speaker groups specific speech spoken stance adverbs stance complement clauses stance features TECH Text Sample thank tion troubleshooting turns uh-huh xces:u XX Company Yeah