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Kulturbedingtheit Der Sprechakte Im Callcenter
Hardcover
Series: Fields of Linguistics - Aktuelle Fragestellungen Und Herausforderungen, Book 20
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ISBN13: 9783847119142
Publisher: V&R Unipress
Published: Dec 8 2025
Pages: 321
Weight: 0.66
Language: German
Das Ziel der Studie von Monika Szafrańska ist die Analyse und Beschreibung von Telefongesprächen 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 Hintergründen, nämlich aus Deutschland, Gro britannien und den USA. Das der Wahl der vergleichenden Analysemethode zugrundlegende Konzept war die kulturelle Motivation der Sprechakte. Die kulturellen Unterschiede betreffen die Länge und Struktur von Äu erungen, die Auswahl verschiedener Sprechakte sowie deren Komplexität. Diese Unterschiede wurden auf drei Ebenen analysiert: der strukturellen, der stilistisch-linguistischen und der pragmatisch-kommunikativen Ebene.
The aim of Monika Szafrańska'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.
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