![]() In the area of language and gender studies, the finding that female speakers in both countries show a higher degree of compliance with linguistic regulation than male ones is related to ongoing debates about the local variability of gender. In relation to the study of workplace talk, the findings raise questions about the degree of local management and individual speaker agency that has often been asserted in previous work. Drawing on authentic service interactions from call centres in the UK and Denmark, and interviews and communication material from both those countries as well as Hong Kong and the Philippines, this study shows that linguistic regulation exerts a significant influence on the language used by call centre agents, and suggests that this has implications for all three areas of inquiry. ‘Linguistic regulation’ refers to the practice, now widespread in the globalized service economy, of codifying and enforcing rules for employees’ use of language in service interactions with customers. ![]() ![]() ![]() This thesis aims to contribute to the study of workplace talk, language and gender, and the sociolinguistics of globalization by exploring the phenomenon of ‘linguistic regulation’ in call centres. ![]()
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