Research output per year
Research output per year
Personal profile
Author IDs
ORCID iD: 0000-0002-9859-1376
Scopus Author ID: 35998931300
Impact
Biography
Jane Lockwood is Associate Professor. As well as a broad range of educational management posts in Australia, Hong Kong and the Philippines, Jane's area of research interest relates to assessment, evaluation processes, and workplace communication curriculum development. Her PhD investigated the curriculum and evaluation processes in Hong Kong workplaces and she has subsequently published in this area. Jane's most recent research has been in the areas of communication and language assessment in the business processing outsourcing (BPO) industry. She has recently completed a coursebook for CUP for entry level call centre agents entitled Contact US and she had co-edited a book for Continuum entitled Globalization, Communication and the Workplace with Dr Gail Forey.
Expertise related to UN Sustainable Development Goals
In 2015, UN member states agreed to 17 global Sustainable Development Goals (SDGs) to end poverty, protect the planet and ensure prosperity for all. This person’s work contributes towards the following SDG(s):
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Collaborations from the last five years
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Research output
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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 - Publication in refereed journal › peer-review
19 Citations (Scopus) -
“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 - Publication in refereed journal › peer-review
11 Citations (Scopus) -
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 - Publication in refereed journal › peer-review
11 Citations (Scopus) -
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 - Publication in refereed journal › peer-review
5 Citations (Scopus) -
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 - Publication in refereed journal › peer-review
2 Citations (Scopus)
Projects
- 1 Finished
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TDG(CityU): Diagnostic English Language Tracking Assessment (DELTA) Writing Project
LOCKWOOD, J. (Principal Investigator / Project Coordinator), BRUCE, E. (Co-Investigator), Forey, G. (Co-Investigator), HAZELL-YILDIRIM, A. (Co-Investigator), LEE, C. F. K. (Co-Investigator), LUGHMANI, D. (Co-Investigator), LUI, E. (Co-Investigator), MILLER, R. S. (Co-Investigator), O'REILLY, J. (Co-Investigator), RAQUEL, M. (Co-Investigator), URMSTON, A. (Co-Investigator) & WEISSER, M. (Co-Investigator)
1/06/11 → 17/03/15
Project: Research