@article{b1bd4982565a412fbf29df0c4054d5c8,
title = "How customer service representatives lose control of the call: A metafunctional analysis",
keywords = "Systemic Functional Linguistics, business English, business process outsourcing, communication breakdown, contact centre, workplace communication",
author = "Cruz, \{Priscilla Angela T.\} and Jane Lockwood",
note = "Publisher Copyright: {\textcopyright} 2018 equinox publishing. All Rights Reserved.",
year = "2018",
doi = "10.1558/jalpp.20368",
language = "English",
volume = "15",
pages = "142--162",
journal = "Journal of Applied Linguistics and Professional Practice",
issn = "2040-3658",
publisher = "Equinox Publishing Ltd",
number = "2",
}