Identity attribution and resistance among Swedish-speaking call centre workers in Moldova
2016 (English)In: Discourse Studies, ISSN 1461-4456, E-ISSN 1461-7080, Vol. 18, no 1, 87-105 p.Article in journal (Refereed) Published
Based on calls to an outsourced call centre in Moldova, where the agents have received training in Swedish, this article deals with some cases when agents are attributed categorical belonging associated with the issue of outsourcing. The aim of the study is to examine how these challenges are handled within interaction. The analysis is implemented by a combination of conversation analysis and membership categorization analysis, primarily through the notion of omnirelevance, used to demonstrate the participants’ orientation to social contexts. A main result is the subtle forms of resistance that agents exhibit when they respond to various category-based compliments, oriented to the location and language skills of the agent. One form of resistance is giving minimal responses and another is to return to the transactional procedure. The calls are part of a corpus of 800 calls. A comparative analysis also includes a call to a centre in Sweden.
Place, publisher, year, edition, pages
Sage Publications, 2016. Vol. 18, no 1, 87-105 p.
Call centre, identity, membership categorization analysis (MCA), multilingualism, omnirelevance, outsourcing, relational talk, transactional talk
Languages and Literature
Research subject Baltic and East European studies
IdentifiersURN: urn:nbn:se:sh:diva-29137DOI: 10.1177/1461445615613187ISI: 000368228800005ScopusID: 2-s2.0-84954412813Local ID: 1339/42/2010OAI: oai:DiVA.org:sh-29137DiVA: diva2:894338
ProjectsServicesamtal på distans
FunderThe Foundation for Baltic and East European Studies, A060-10