Dr. Jane LOCKWOOD

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Research Output

  1. 2021
  2. Published

    “Scripts Are Beautiful”: Managers’ and Agents’ Views of Script Use in Call Centers

    Woydack, J. & Lockwood, J., Jul 2021, In: International Journal of Business Communication. 58, 3, p. 333-357

    Research output: Journal Publications and Reviews (RGC: 21, 22, 62) › 21_Publication in refereed journal › peer-review

    Scopus citations: 5
    Check@CityULib
  3. Published

    What's going on in the chat flow? A move analysis of e-commerce customer service webchat exchange

    Xu, X. & Lockwood, J., Jan 2021, In: English for Specific Purposes. 61, p. 84-96

    Research output: Journal Publications and Reviews (RGC: 21, 22, 62) › 21_Publication in refereed journal › peer-review

    Scopus citations: 3
    Check@CityULib
  4. 2020
  5. Published

    Understanding Each Other: Strategies for Accommodation in a Virtual Business Team Project Based in China

    Lockwood, J. & Song, Y., Jan 2020, In: International Journal of Business Communication. 57, 1, p. 113-144

    Research output: Journal Publications and Reviews (RGC: 21, 22, 62) › 21_Publication in refereed journal › peer-review

    Scopus citations: 4
    Check@CityULib
  6. 2019

  7. Can subject matter experts rate the English language skills of customer services representatives (CSRs) at work in Indian contact centre?

    Lockwood, J. & Raquel, M., 2019, In: Language Assessment Quarterly. 16, 1, p. 87-104

    Research output: Journal Publications and Reviews (RGC: 21, 22, 62) › 21_Publication in refereed journal › peer-review

    Scopus citations: 3
    Check@CityULib
  8. 2018

  9. Theorising communications coaching in Asian contact centres: what is the approach?

    Lockwood, J., 2 Jul 2018, In: Industrial and Commercial Training. 50, 6, p. 312-325

    Research output: Journal Publications and Reviews (RGC: 21, 22, 62) › 21_Publication in refereed journal › peer-review

    Check@CityULib
  10. 2017
  11. Published

    An analysis of web-chat in an outsourced customer service account in the Philippines

    Lockwood, J., Jul 2017, In: English for Specific Purposes. 47, p. 26-39

    Research output: Journal Publications and Reviews (RGC: 21, 22, 62) › 21_Publication in refereed journal › peer-review

    Scopus citations: 19
    Check@CityULib
  12. Published

    Understanding each other: Strategies for accommodation in a virtual business team project based in China

    SONG, Y. & LOCKWOOD, J., 22 May 2017.

    Research output: Conference Papers (RGC: 31A, 31B, 32, 33) › 32_Refereed conference paper (no ISBN/ISSN) › peer-review

    Check@CityULib
  13. 2016
  14. Published

    Discursive control and power in virtual meetings

    Lockwood, J. & Forey, G., Aug 2016, In: Discourse and Communication. 10, 4, p. 323-340

    Research output: Journal Publications and Reviews (RGC: 21, 22, 62) › 21_Publication in refereed journal › peer-review

    Scopus citations: 9
    Check@CityULib
  15. Published

    Language assessment raters in the call centre industry in Asia: Interfaces between language and subject matter experts

    LOCKWOOD, J. & RAQUEL, M., 20 Jun 2016.

    Research output: Conference Papers (RGC: 31A, 31B, 32, 33) › 32_Refereed conference paper (no ISBN/ISSN) › peer-review

    Check@CityULib
  16. Published

    Innovations in workplace communication assessment: Measuring performance in Asian call centres

    LOCKWOOD, J., 3 Jan 2016, Language at Work: Analysing language use in work, education, medical and museum contexts. Helen Joyce (ed.). United Kingdom, p. 2-22

    Research output: Chapters, Conference Papers, Creative and Literary Works (RGC: 12, 32, 41, 45) › 12_Chapter in an edited book (Author)

    Check@CityULib
  17. Published

    Dealing with Angry Western Customers in Asian Call Centres: A Cultural Divide?

    Lockwood, J., James Finch, S., Ryder, N., Gregorio, S., De La Cruz, R., Cook, B. & Ramos, L., 2016, Talking at Work: Corpus-based Explorations of Workplace Discourse. Pickering, L., Friginal, E. & Staples, S. (eds.). London: Palgrave Macmillan, London, p. 155-178 (Communicating in Professions and Organizations).

    Research output: Chapters, Conference Papers, Creative and Literary Works (RGC: 12, 32, 41, 45) › 12_Chapter in an edited book (Author) › peer-review

    Check@CityULib
  18. 2015
  19. Published

    Language for Specific Purpose (LSP) performance assessment in Asian call centres: strong and weak definitions

    Lockwood, J. E., 1 Dec 2015, In: Language Testing in Asia. 5, 1, 3.

    Research output: Journal Publications and Reviews (RGC: 21, 22, 62) › 21_Publication in refereed journal › peer-review

    Scopus citations: 5
    Check@CityULib
  20. Published

    Language for Specific Purposes (LSP) Assessment: pushing the boundaries

    LOCKWOOD, J., 30 Nov 2015.

    Research output: Conference Papers (RGC: 31A, 31B, 32, 33) › 32_Refereed conference paper (no ISBN/ISSN) › peer-review

    Check@CityULib
  21. Published

    The many faces of workplace communication: Common concerns and model building for pedagogy in Business English

    LOCKWOOD, J., 24 Sep 2015.

    Research output: Conference Papers (RGC: 31A, 31B, 32, 33) › 31B_Invited conference paper (non-refereed items) › Yes

    Check@CityULib
  22. Published

    The state of the art: Asian call centre ESP curriculum and assessment development

    LOCKWOOD, J., Mar 2015, Current developments in English for academic and specific purposes: Local innovations and global perspectives. Shrestha, P. (ed.). United Kingdom: Garnet publishing, p. 75-87

    Research output: Chapters, Conference Papers, Creative and Literary Works (RGC: 12, 32, 41, 45) › 12_Chapter in an edited book (Author)

    Check@CityULib
  23. Published

    Review: handbook of automated essay evaluation: Current applications and new directions

    LOCKWOOD, J., 31 Jan 2015, In: Writing & Pedagogy. 6.2, p. 437-441

    Research output: Journal Publications and Reviews (RGC: 21, 22, 62) › 62_Review of books or of software (or similar publications/items)

    Check@CityULib
  24. Published

    DELTA writing: can academic writing be scored automatically?

    Hamp-Lyons, L. & LOCKWOOD, J., 30 Jan 2015, In: Proceedings of 2013 BALEAP conference. 1, p. 199 - 206

    Research output: Journal Publications and Reviews (RGC: 21, 22, 62) › 21_Publication in refereed journal › peer-review

    Check@CityULib
  25. Published

    The English immersion program: measuring the communication outcomes

    LOCKWOOD, J., 1 Jan 2015, In: Indonesian EFL Journal. 1, p. 107 - 119

    Research output: Journal Publications and Reviews (RGC: 21, 22, 62) › 21_Publication in refereed journal › peer-review

    Check@CityULib
  26. Published

    Virtual team management: what is causing communication breakdown?

    Lockwood, J., 2015, In: Language and Intercultural Communication. 15, 1, p. 125-140

    Research output: Journal Publications and Reviews (RGC: 21, 22, 62) › 21_Publication in refereed journal › peer-review

    Scopus citations: 17
    Check@CityULib
  27. 2014
  28. Published

    The Language for specific purposes (LSP) assessment: new directions

    LOCKWOOD, J., 24 Oct 2014.

    Research output: Conference Papers (RGC: 31A, 31B, 32, 33) › 32_Refereed conference paper (no ISBN/ISSN) › peer-review

    Check@CityULib
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