ERIC Number: EJ826541
Record Type: Journal
Publication Date: 2009-Mar
Abstractor: As Provided
Reference Count: N/A
Linguistic Globalization and the Call Center Industry: Imperialism, Hegemony or Cosmopolitanism?
Sonntag, Selma K.
Language Policy, v8 n1 p5-25 Mar 2009
Linguistic imperialism, linguistic hegemony and linguistic cosmopolitanism are broad and contrasting conceptualizations of linguistic globalization that are frequently, if implicitly, invoked in the literature, both academic and non-academic, on language practices and perceptions in the call center industry. I begin with outlining each of these three conceptual frameworks and show how they inform analyses of the dynamics and relations between Indian call center agents and their American customers. I then switch the focus to the Canadian call center industry, which is both a near-shore site for American customers and offshores voice services to India. By examining the Canadian industry in terms of the three conceptual frameworks, we can begin to discern contrasts and similarities in global language practices and perceptions, leading to a refinement of our understanding of linguistic globalization. I conclude by recommending, from a social science research perspective, a linguistic hegemony framework for its rich analysis.
Descriptors: Social Science Research, Industry, Global Approach, Foreign Countries, Foreign Policy, Interpersonal Communication, Multilingualism, Language Attitudes, Sociolinguistics, Business Administration, International Trade, Political Attitudes
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Publication Type: Journal Articles; Reports - Evaluative
Education Level: N/A
Authoring Institution: N/A
Identifiers - Location: Canada; India; United States