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

Bordia, Sarbari

Description

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]

CollectionsANU Research Publications
Date published: 2009
Type: Conference paper
URI: http://hdl.handle.net/1885/38062
Source: Proceedings of Annual Conference of the Australian and New Zealand Academy of Management (ANZAM 2009)

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