Gerrard Mugford
List of John Benjamins publications for which Gerrard Mugford plays a role.
Articles
2019 Chapter 6. Call centre service encounters: Second-language users, conversationalisation, (im)politeness and discursive practices Technology Mediated Service Encounters, Garcés-Conejos Blitvich, Pilar, Lucía Fernández-Amaya and María de la O Hernández-López (eds.), pp. 145–170 | Chapter
Non-native English-speaking call-centre agents, often located hundreds of miles from their customers, engage in asymmetrical transactional relationships with callers who often question their language proficiency and their overall work competence. Potentially placed at a communicative disadvantage… read more
2014 Examining first-order localised politeness: Mexican positive impoliteness practices Journal of Language Aggression and Conflict 2:1, pp. 99–126 | Article
In this paper, I examine perceived (im)politeness practices in a specific geographical location and argue that not only do patterns and practices need to be understood in relation to particular understandings and attitudes but also in terms of participants’ objectives. By examining impoliteness… read more