瑞士微笑的脚本化:瑞士呼叫中心情感话语实践的社会语言学分析

IF 1.1 0 LANGUAGE & LINGUISTICS
Mi-Cha Flubacher
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引用次数: 0

摘要

回顾来自瑞士呼叫中心(2010-2011)的社会语言学人种志数据,我将展示如何将代理人的脚本式微笑策略性地与方言的使用融合在一起,以产生旨在预测服务质量的“情感话语实践”。这些做法包括“脚本情感效率”和“瑞士真实性的风格化”。这些特殊的情感话语实践固有地嵌入和象征着政治经济,有利于公司的真实性品牌战略,直接与市场区分和利润产生联系。从今天的角度来看,即10年后,当智能手机的发展导致来电数量减少时,面对成本效益分析,ICT(信息和通信技术)的变革显示了这些情感实践及其潜在话语和意识形态的局限性。本文将从政治经济学和批判社会语言学的角度讨论情感话语实践。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Scripting Swiss smiles: a sociolinguistic analysis of affective-discursive practices in a Swiss call centre
Abstract Revisiting data from a sociolinguistic ethnography of an in-bound Swiss call centre (2010–2011), I will show how the scripted smile of agents is fused strategically with the use of the dialect in order to produce ‘affective-discursive practices’ that aim for a projection of quality of service. These practices include ‘scripted affective efficiency’ and the ‘stylization of Swiss authenticity’. Inherently embedded in and emblematic of the political economy, these particular affective-discursive practices are conducive to the company’s branding strategies of authenticity, directly linked to market distinction and profit generation. From today’s standpoint, i.e. 10 years later, transformations in ICT (Information and Communications Technology) have displayed the limits of these affective practices and their underlying discourses and ideologies in the face of cost-benefit analyses when the number of incoming calls dwindled due to the development of smartphones. This paper will discuss affective-discursive practices from a political-economic and critical sociolinguistic perspective.
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来源期刊
International Journal of the Sociology of Language
International Journal of the Sociology of Language Arts and Humanities-Language and Linguistics
CiteScore
2.30
自引率
0.00%
发文量
66
期刊介绍: The International Journal of the Sociology of Language (IJSL) is dedicated to the development of the sociology of language as a truly international and interdisciplinary field in which various approaches – theoretical and empirical – supplement and complement each other, contributing thereby to the growth of language-related knowledge, applications, values and sensitivities. Five of the journal''s annual issues are topically focused, all of the articles in such issues being commissioned in advance, after acceptance of proposals. One annual issue is reserved for single articles on the sociology of language. Selected issues throughout the year also feature a contribution on small languages and small language communities.
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