Spanish and English in U.S. Service Encounters

Laura Callahan is Associate Professor of Hispanic Linguistics in the Department of Foreign Languages and Literatures at The City College of The City University of New York (CUNY).

• Introduction*Acknowledgements*Reciprocal and Non-Reciprocal Language Use*Workers Report on their Language Use * Observing Workers' Language Use*Codeswitching in Service Encounters*A Comparison of Service Encounters in Person and over the Telephone*Conclusions and Implications

"This book provides a fascinating exploration of language choice in the workplace; it uses service encounters as a lens for examining how speakers position themselves in relation to others through language accommodation (or non-accommodation). Using recent theoretical frameworks based on the social construction of identity, Callahan offers us an insightful analysis of the roles of language choice and code-switching in signaling ingroup or outgroup status and in publicly negotiating identity." - Carmen Fought, Professor of Linguistics, Pitzer College; Author of Chicano English in Context (Palgrave Macmillan, 2003) "The comprehensive topic of this study - an examination of service encounters as a way to better understand the sociolinguistic and identitary complexity surrounding use and non-use of Spanish in the US - is a very timely one that deserves attention. Dr. Callahan offers a reader-friendly, theoretically-informed and data-rich perspective." - Robert Train, Assistant Professor of Spanish; Director, Language & Culture Learning Center, Sonoma State University