Publication details [#55181]

Hultgren, Anna Kristina. 2011. 'Building rapport' with customers across the world: The global diffusion of a call centre speech style. Journal of Sociolinguistics 15 (1) : 36–64.
Publication type
Article in journal
Publication language
Language as a subject
Place, Publisher


This study explores how practices and (American origin) call centre speech styles are exported into four countries - Denmark, Britain, Hong Kong and the Philippines-, potentially independently of language. It is argued that the he indexicality of the prescribed speech style is more commercially than culturally marked.