Abstract
Linguistic skills are important in organisations with geographically dispersed links; particularly in the off-shore call centre industry, where employees with diverse first languages are required to speak English with a foreign accent to effectively communicate with customers in English speaking countries. Yet, the call centre literature does not reflect an in-depth understanding of foreign accent adoption. This paper aims at initiating a research agenda by drawing upon sociolinguistic research on ethno-linguistic vitality (ELV) – defined as a sense of pride in one’s linguistic and cultural heritage – to explain the dynamics of foreign accent adoption. Based on the ELV literature I present propositions for antecedents and consequences of foreign accent adoption in the off-shore call centre industry.
Original language | English |
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Title of host publication | Proceedings of Annual Conference of the Australian and New Zealand Academy of Management (ANZAM 2009) |
Editors | Nicholas Beaumont |
Place of Publication | Australia |
Publisher | Promaco Conventions Pty Ltd |
Pages | 17 |
Edition | Peer Reviewed |
ISBN (Print) | 1863081593 |
Publication status | Published - 2009 |
Event | Annual Conference of the Australian and New Zealand Academy of Management (ANZAM 2009) - Melbourne Australia, Australia Duration: 1 Jan 2009 → … |
Conference
Conference | Annual Conference of the Australian and New Zealand Academy of Management (ANZAM 2009) |
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Country/Territory | Australia |
Period | 1/01/09 → … |
Other | December 1-4 2009 |