"How May I Be of Service?" Foreign Accent Adoption in Off Shore Call Centres

    Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

    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 languageEnglish
    Title of host publicationProceedings of Annual Conference of the Australian and New Zealand Academy of Management (ANZAM 2009)
    EditorsNicholas Beaumont
    Place of PublicationAustralia
    PublisherPromaco Conventions Pty Ltd
    Pages17
    EditionPeer Reviewed
    ISBN (Print)1863081593
    Publication statusPublished - 2009
    EventAnnual Conference of the Australian and New Zealand Academy of Management (ANZAM 2009) - Melbourne Australia, Australia
    Duration: 1 Jan 2009 → …

    Conference

    ConferenceAnnual Conference of the Australian and New Zealand Academy of Management (ANZAM 2009)
    Country/TerritoryAustralia
    Period1/01/09 → …
    OtherDecember 1-4 2009

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