Dr. Jane LOCKWOOD
Research Output
- 2021
- 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. 333-357Research output: Journal Publications and Reviews (RGC: 21, 22, 62) › 21_Publication in refereed journal › peer-review
Scopus citations: 5 - 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. 84-96Research output: Journal Publications and Reviews (RGC: 21, 22, 62) › 21_Publication in refereed journal › peer-review
Scopus citations: 3 - 2020
- 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. 113-144Research output: Journal Publications and Reviews (RGC: 21, 22, 62) › 21_Publication in refereed journal › peer-review
Scopus citations: 4 - 2019
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. 87-104Research output: Journal Publications and Reviews (RGC: 21, 22, 62) › 21_Publication in refereed journal › peer-review
Scopus citations: 3- 2018
Theorising communications coaching in Asian contact centres: what is the approach?
Lockwood, J., 2 Jul 2018, In: Industrial and Commercial Training. 50, 6, p. 312-325Research output: Journal Publications and Reviews (RGC: 21, 22, 62) › 21_Publication in refereed journal › peer-review
- 2017
- 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. 26-39Research output: Journal Publications and Reviews (RGC: 21, 22, 62) › 21_Publication in refereed journal › peer-review
Scopus citations: 19 - 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
- 2016
- Published
Discursive control and power in virtual meetings
Lockwood, J. & Forey, G., Aug 2016, In: Discourse and Communication. 10, 4, p. 323-340Research output: Journal Publications and Reviews (RGC: 21, 22, 62) › 21_Publication in refereed journal › peer-review
Scopus citations: 9 - 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
- 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. 2-22Research output: Chapters, Conference Papers, Creative and Literary Works (RGC: 12, 32, 41, 45) › 12_Chapter in an edited book (Author)
- 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
- 2015
- 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 - 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
- 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
- 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. 75-87Research output: Chapters, Conference Papers, Creative and Literary Works (RGC: 12, 32, 41, 45) › 12_Chapter in an edited book (Author)
- Published
Review: handbook of automated essay evaluation: Current applications and new directions
LOCKWOOD, J., 31 Jan 2015, In: Writing & Pedagogy. 6.2, p. 437-441Research output: Journal Publications and Reviews (RGC: 21, 22, 62) › 62_Review of books or of software (or similar publications/items)
- 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 - 206Research output: Journal Publications and Reviews (RGC: 21, 22, 62) › 21_Publication in refereed journal › peer-review
- Published
The English immersion program: measuring the communication outcomes
LOCKWOOD, J., 1 Jan 2015, In: Indonesian EFL Journal. 1, p. 107 - 119Research output: Journal Publications and Reviews (RGC: 21, 22, 62) › 21_Publication in refereed journal › peer-review
- Published
Virtual team management: what is causing communication breakdown?
Lockwood, J., 2015, In: Language and Intercultural Communication. 15, 1, p. 125-140Research output: Journal Publications and Reviews (RGC: 21, 22, 62) › 21_Publication in refereed journal › peer-review
Scopus citations: 17 - 2014
- 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