Author: Paulo Quaglio
Electronic: ISBN: 9789027290441 Pages: Price: Europe EURO 95.00
Electronic: ISBN: 9789027290441 Pages: Price: U.S. $ 143.00
Hardback: ISBN: 9789027223104 Pages: Price: Europe EURO 95.00
Hardback: ISBN: 9789027223104 Pages: Price: U.S. $ 143.00
This book explores a virtually untapped, yet fascinating research area: television dialogue. It reports on a study comparing the language of the American situation comedy Friends to natural conversation. Transcripts of the television show and the American English conversation portion of the Longman Grammar Corpus provide the data for this corpus-based investigation, which combines Douglas Biber's multidimensional methodology with a frequency-based analysis of close to 100 linguistic features. As a natural offshoot of the research design, this study offers a comprehensive description of the most common linguistic features characterizing natural conversation. Illustrated with numerous dialogue extracts from Friends and conversation, topics such as vague, emotional, and informal language are discussed. This book will be an important resource not only for researchers and students specializing in discourse analysis, register variation, and corpus linguistics, but also anyone interested in conversational language and television dialogue.
Title: The Language of Outsourced Call Centers
Subtitle: A corpus-based study of cross-cultural interaction
Series Title: Studies in Corpus Linguistics 34
Publisher: John Benjamins
Author: Eric Friginal
Electronic: ISBN: 9789027289797 Pages: Price: U.S. $ 158.00
Electronic: ISBN: 9789027289797 Pages: Price: Europe EURO 105.00
Hardback: ISBN: 9789027223081 Pages: Price: Europe EURO 105.00
Hardback: ISBN: 9789027223081 Pages: Price: U.S. $ 158.00
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.