A reception perspective on client-agent interactions in the DiaBiz corpus of spoken Polish

• Deckert, Mikołaj ^[1] ; Cichosz, Anna ^[1]
  1. [1] University of Łódź

     University of Łódź

     Łódź, Polonia

     
• Localización: Ibérica: Revista de la Asociación Europea de Lenguas para Fines Específicos ( AELFE ), ISSN-e 2340-2784, ISSN 1139-7241, Nº. 48, 2024, págs. 43-69
• Idioma: inglés
• DOI: 10.17398/2340-2784.48.43
• Enlaces
  • Texto completo (pdf)
• Resumen

  • This paper introduces the DiaBiz corpus (Pęzik et al., 2022) – a spoken corpus of call-centre dialogues in Polish – and discusses the findings of a reception experiment (N=100) exploring some of the characteristics of the language data in the corpus. Given that the conversations were recorded specifically for the corpus rather than being authentic exchanges extracted from real-life business contexts, we first offer evidence on how the DiaBiz dialogues are experienced and evaluated by language users along a range of reception parameters: cognitive load, absorption, comprehension as well as naturalness. The second main aim is to further nuance the account by comparing the experience of listening to the recordings of DiaBiz dialogues vs. reading their transcripts.

• Referencias bibliográficas
  • Antonopoulou, E., & M. Sifianou (2003). Conversational dynamics of humour: The telephone game in Greek. Journal of Pragmatics, 35, 741-769....
  • Brehmer, B. (2011). Hamburg Corpus of Polish in Germany (HamCoPoliG). https://www.fdr.unihamburg.de/record/8311
  • Burgoon, J. K., Stoner, G. A., Bonito J. A., & Dunbar, N. E. (2003). Trust and deception in mediated communication. In Proceedings of...
  • Cameron, D. (2008). Talk from the top down. Language and Communication, 28(2), 143-155. https://doi.org/10.1016/j.langcom.2007.09.001
  • Cantril, H., & Allport, G. W. (1935). The psychology of radio. Harper Brothers.
  • Chaiken, S., & Eagly, A. H. (1976). Communication modality as a determinant of message persuasiveness and message comprehensibility. Journal...
  • Cowie, C. (2007). The accents of outsourcing: The meanings of “neutral” in the Indian call center industry. World Englishes, 26(3), 316-330.https://doi.org/10.1111/j.1467-971X.2007.00511.x
  • Curtis, L. M., Mullen, R. J., Russell, A., Fata, A., Bailey, S. C., Makoul, G., & Wolf, M. S. (2016). An efficacy trial of an electronic...
  • Economidou-Kogetsidis, M. (2005). “Yes, tell me please, what time is the midday flight from Athens arriving?”: Telephone service encounters...
  • Elbert, S. P., & Ots, P. (2018). Reading or listening to a gainor loss-framed health message: Effects of message framing and communication...
  • Friginal, E. (2008). Linguistic variation in the discourse of outsourced call centers. Discourse Studies, 10(6), 715-736. https://doi.org/10.1177/1461445608096570
  • Friginal, E. (2009). The language of outsourced call centers. A corpus-based study of crosscultural interaction. John Benjamins.
  • Harwood, K. A. (1951). An experimental comparison of listening comprehensibility with reading comprehensibility. Speech Monographs, 18, 123-124.
  • Ischen, C., Araujo, T. B., Voorveld, H. A., Van Noort, G., & Smit, E. G. (2022). Is voice really persuasive? The influence of modality...
  • Jensen, C., Farnham, S. D., Drucker, S. M., & Kollock, P. (2000). The effect of communication modality on cooperation in online environments....
  • Kruger, J. L., Hefer, E., & Matthew, G. (2014). Attention distribution and cognitive load in a subtitled academic lecture: L1 vs. L2....
  • Kuijpers, M. M., Hakemulder, F., Tan, E. S., & Doicaru, M. M. (2014). Exploring absorbing reading experiences: Developing and validating...
  • Lockwood, J. (2012). Developing an English for specific purpose curriculum for Asian call centres: How theory can inform practice. English...
  • Perego, E., Del Missier, F., & Bottiroli, S. (2015). Dubbing and subtitling in young and older adults: Cognitive and evaluative aspects....
  • Pęzik, P. (2012). Język mówiony w NKJP. In A.Przepiórkowski, M. Bańko, R. Górski & B.Lewandowska-Tomaszczyk...
  • Pęzik, P. (2015). Spokes – a search andexploration service for conversational corpus data.In Selected Papers from CLARIN 2014,...
  • Pęzik, P., Karasińska, S., Cichosz, A., Jałowiecki,Ł., Kaczyński, K., Krawentek, M., Walkusz, K., Wilk, P., Kleć, M., Szklanny,...
  • Pęzik, P., Krawentek, G., Karasińska, S., Wilk, P.,Rybińska, P., Cichosz, A., Peljak-Łapińska, A.,Deckert, M., & Adamczyk, M....
  • Presbitero, A. (2017). It’s not all about languageability: motivational cultural intelligence matters incall center performance. The International...
  • Raso, T., & Mello, H. (2014). Spoken corpora andlinguistic studies : Problems and perspectives. In T.Raso & H. Mello (Eds.),...
  • Sifianou, M. (1989). On the telephone again!Differences in telephone behavior. Language inSociety, 18, 524-544.
  • Szarkowska, A., & Gerber-Morón, O. (2018).Viewers can keep up with fast subtitles: Evidencefrom eye movements. PLOS ONE,...