"How May I Be of Service?" Foreign Accent Adoption in Off Shore Call Centres
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...[Show more]
|Collections||ANU Research Publications|
|Source:||Proceedings of Annual Conference of the Australian and New Zealand Academy of Management (ANZAM 2009)|
|01_Bordia_"How_May_I_Be_of_Service?"_2009.pdf||140.59 kB||Adobe PDF||Request a copy|
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