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Globalizing politeness?: Towards a globalization-sensitive framework of mediated service encounters

Hultgren, Anna Kristina (2019). Globalizing politeness?: Towards a globalization-sensitive framework of mediated service encounters. In: Garcés-Conejos Blitvich, Pilar; Fernández-Amaya, Lucía and de la O Hernández-López, María eds. Technology Mediated Service Encounters. Pragmatics & Beyond New Series (300). John Benjamins, pp. 97–120.

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DOI (Digital Object Identifier) Link: https://doi.org/10.1075/pbns.300.04hul
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Abstract

Call centres have grown exponentially since the early 1990s, effectively replacing face-to-face with telephonic and other types of mediated service provision (Holman et al. 2007; Income Data Services 2005). Drawing on observations, interviews and documentary data from offshore and onshore call centres in four national contexts, Scotland, Denmark, Hong Kong and the Philippines, this study analyses the speech style prescribed to call centre agents and finds that while there are some local adaptations, it is remarkably similar across all four locations. This appears to be the case even though the language of the service interaction varies across the locations. On the basis of these findings, it is argued that the upsurge of call centres – and more generally globalization – has led to a homogenization of service as linguistically constructed. The study argues for engagement with industry stakeholders to consider in greater depth cultural sensitivities and the extent to which this globally prescribed call centre speech style accords with local politeness conventions.

Item Type: Book Section
Copyright Holders: 2019 John Benjamins
ISBN: 90-272-6299-3, 978-90-272-6299-8
Keywords: politeness; globalization; call centre
Academic Unit/School: Faculty of Wellbeing, Education and Language Studies (WELS) > Languages and Applied Linguistics > English Language & Applied Linguistics
Faculty of Wellbeing, Education and Language Studies (WELS) > Languages and Applied Linguistics
Faculty of Wellbeing, Education and Language Studies (WELS)
Item ID: 60695
Depositing User: Anna Kristina Hultgren
Date Deposited: 01 May 2019 14:52
Last Modified: 08 May 2019 11:40
URI: http://oro.open.ac.uk/id/eprint/60695
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