Analyzing the Genre Structure of Chinese Call-Center Communication

Journal of Business and Technical Communication Oct 2010

Analyzing the Genre Structure of Chinese Call-Center Communication

Xunfeng Xu Hong Kong Polytechnic University ; Yan Wang University of International Business and Economics ; Gail Forey Hong Kong Polytechnic University ; Lan Li Hong Kong Polytechnic University

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.

Journal: Journal of Business and Technical Communication
Published: 2010-10-01
DOI: 10.1177/1050651910371198
Open Access: Closed
Topics: professional writing multilingual writers

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