Vol. 16 No. 1 (2022): Special Issue: Current trends and the way forward on call center research in a post-covid world

Guest Editor: Johanna Tovar, WU Vienna (Vienna University of Economics and Business), Austria

Published: 2022-04-27

Introduction to Special Issue

Current trends and the way forward on call center research in a post-covid world An introduction

Johanna Tovar (Author)

7–17
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Articles

Call center timespace and working from home Enregistering global professionals during the Covid-19 pandemic in India

Kristina Nielsen (Author)

19–38
- Requires Subscription or Fee PDF (GBP 23)
The design of a webchat assessment framework for contact centres in Asia

Jane Lockwood (Author)

39–63
- Requires Subscription or Fee PDF (GBP 23)
I’m sorry, my what? Understanding caller clarification sequences in outsourced call center interactions

Eric Friginal (Author)

65–85
- Requires Subscription or Fee PDF (GBP 23)
Rethinking call centers From stigma to productive experience

Johanna Tovar (Author)

87–107
- Requires Subscription or Fee PDF (GBP 23)
‘Silence is not always golden’ Withholding a response in customer service interactions

Sara Orthaber (Author)

109–130
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Review Essay

Multilingualism in Migrant Contexts Connecting School and the Multilingual Home: Theory and Practice for Rural Educators Maria R. Coady (2019) and Multilingualism in European Language Education Cecilio Lapresta-Rey and Ángel Huguet (2019)

Reshara Alviarez, Elena Danilina, Latifa Soliman (Author)

131–144
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Book Reviews

The Coral Way Bilingual Program Maria R. Coady (2019)

Kara D. Brown (Author)

145–148
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Study Abroad. Second Language Acquisition and Interculturality Martin Howard (ed.) (2019)

Irina Golubeva (Author)

149–153
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Linguistic Mitigation in English and Spanish: How Speakers Attenuate Expressions Nydia Flores-Ferrán (2020)

Ying Fang, Diexi Lu (Author)

155–158
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Lithuanian: A Comprehensive Grammar Meilute Ramoniene, Joana Pribušauskaite, Jogile Teresa Ramonaite and Loreta Vilkiene (2020)

Laura Kamandulytė-Merfeldienė (Author)

159–163
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All Media Are Social: Sociological Perspectives on Mass Media Andrew M. Lindner and Stephen R. Barnard (2020)

Jack Rosenberry (Author)

165–170
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