Kulturbedingtheit der Sprechakte im Callcenter
By (author) Monika Szafrańska
Hardback (Published)
(December 2025)
ISBN: 9783847119142
6.3 x 9.33 inches
Price: $69.00
In stock
Das Ziel der Studie ist die Analyse und Beschreibung von Telefongesprachen im institutionellen Kontext eines internationalen Callcenters. Der Schwerpunkt der Analyse liegt auf der Ermittlung der Unterschiede im sprachlichen Verhalten zwischen drei Kundengruppen mit unterschiedlichen kulturellen Hintergrunden (Deutschland, Grossbritannien und den USA). Das der Wahl der vergleichenden Analysemethode zugrundlegende Konzept war die kulturelle Motivation der Sprechakte. Die kulturellen Unterschiede betreffen die Lange und Struktur von Ausserungen, die Auswahl verschiedener Sprechakte sowie deren Komplexitat. Diese Unterschiede wurden auf drei Ebenen analysiert: der strukturellen, der stilistisch-linguistischen und der pragmatisch-kommunikativen Ebene.
The aim of Monika Szafranska’s study is to analyze and describe telephone conversations in the institutional context of an international call center. The analysis focuses on identifying differences in linguistic behavior among three customer groups with different cultural backgrounds, namely from Germany, the United Kingdom, and the United States. The concept underlying the choice of the comparative analysis method was the cultural motivation of speech acts. The cultural differences encompass the length and structure of utterances, the selection of various speech acts, and their complexity. These differences were analyzed on three levels: the structural level, the stylistic-linguistic level, and the pragmatic-communicative level.
- By (author) Monika Szafrańska
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