Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/32139
Title: Analyzing the genre structure of chinese call-center communication
Authors: Xu, X 
Wang, Y
Forey, G 
Li, L 
Keywords: call-center discourse
corpus
exchange structure
generic-structure potential
genre analysis
move structure
Issue Date: 2010
Publisher: Sage Publications Inc
Source: Journal of business and technical communication, 2010, v. 24, no. 4, p. 445-475 How to cite?
Journal: Journal of Business and Technical Communication 
Abstract: This study investigates the genre structure of Chinese call-center discourse based on data collected from the call centers of a telecommunication company in China. Using an integrated theoretical framework informed by approaches to genre from English for specific purposes, systemic functional linguistics, and social perspectives, the study focuses on an analysis of the recurrent situation and social practices, the communicative purposes, the move structure, the exchange structure, and the generic-structure potential of call-center communication. A corpus-based quantitative analysis further reveals the dynamic complexity of interaction at call centers. The study compares Chinese and English call-center interactions in order to illustrate universal language functions as well as institutional and cultural differences in this professional discourse. The findings may have implications for both academics and practitioners in the call-center industry.
URI: http://hdl.handle.net/10397/32139
DOI: 10.1177/1050651910371198
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