Chapters in this book

1. Prelim pages i
2. Table of contents v
3. List of tables xiii
4. List of figures xiv
5. Acknowledgements xix
6. Preface xxi
7. Chapter 1 Introduction 1
8. Chapter 2 Outsourced call centers in the Philippines 15
9. Chapter 3 Corpora and description of speaker groups in the call center corpus 39
10. Chapter 4 Multi-dimensional analysis 75
11. Chapter 5 Lexico/syntactic features 105
12. Chapter 6 Grammatical expression of stance 145
13. Chapter 7 Politeness and respect markers 169
14. Chapter 8 Inserts 191
15. Chapter 9 Dysfluencies 227
16. Chapter 10 Communication breakdown 255
17. Chapter 11 Synthesis and directions for future research 273
18. Appendix 299
19. References 307
20. Index 317