Rosina Márquez Reiter

in Mediated Business Interactions

Published by Edinburgh University Press

Published in print July 2011 | ISBN: 9780748637201
Published online March 2012 | e-ISBN: 9780748651559 | DOI:

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This chapter outlines the research perspective adopted and describes the ways in which the data for this study were collected. The data for this book was obtained from the Latin American call centre operations of a multinational holiday exchange company, which is run along similar lines to time shares organisations worldwide. The discussion covers data and ethics, documentary analysis, non-participant observation, interviews and telephone conversations.

Keywords: call centres; data; ethics; documentary analysis; non-participant observation; interviews; telephone conversations

Chapter.  6365 words.  Illustrated.

Subjects: Linguistics

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