Quotation Tovar, Johanna. 2019. Linguistic ethnography of a multilingual call center : London calling. Cham: Palgrave Macmillan.




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.


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Publication's profile

Status of publication Published
Affiliation WU
Type of publication Book (monograph)
Language English
Title Linguistic ethnography of a multilingual call center : London calling
Location Cham
Publisher Palgrave Macmillan
Year 2019
URL https://www.palgrave.com/gp/book/9783319933221
ISBN 978-3-319-93323-
Open Access N


Tovar, Johanna (Details)
Institute for English Business Communication (Köster) (Details)
Research areas (ÖSTAT Classification 'Statistik Austria')
5927 Ethnography (Details)
6604 Applied linguistics (Details)
6611 Linguistics (Details)
6623 Sociolinguistics (Details)
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