Overview

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.

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