WAN Yau-ni Jenny 

Courses Taught

Research Interests

Selected Publications

• Refereed Journal Articles 

Wan, Y. N. (in prep.). Displaying ingroup relation and long-term orientation: Visitor experience of Overseas Chinese Museum. Journal of Intercultural Studies. (Scopus-indexed)

Wan, Y. N. (under review). Graduation resources in news discourse: Calls for the British Museum to return Chinese cultural artefacts. Journalism and Media. (ESCI & Scopus-indexed)

Wan, Y. N. (under review). Exploring interpersonal meanings of report cards and WISC-V scores: a case study of a gifted child. Theory and Practice in Language Studies. (Scopus-indexed)

Wan, Y. N. (under review). Insurance discourse analysis: Identifying register variables and generic stages in English cross-border complaint calls. HERMES (Denmark) - Journal of Language and Communication in Business. (Scopus-indexed). 

Wan, Y. N. & Forey, G. (in press). Hospitality discourse on social media: Evaluating online complaints and service recovery for luxury hotels. Journal of Language Teaching and Research. (Scheduled to 2024 March Issue) (Scopus-indexed)

Wan, Y., N. (2023). “But it’s truly aggravating and depressing”: Voicing counter-expectancy In US–Philippines service interactions. Journal of Intercultural Communication, 23(4), 95-106. https://www.immi.se/intercultural/upcoming/view/wan-2023-4/685 (Scopus-indexed)

Wan J. Y. N. (2023). Structuring logical relations in workplace English telephone negotiation. International Journal of Language Studies, 17(1), 71-96. https://doi.org/10.5281/zenodo.7513371 (Scopus-indexed)

Wan, Y. N. (2023). Investigating writer’s attitude in university academic group discussions. Journal of English Language Teaching and Applied Linguistics, 5(3), 90–100. https://doi.org/10.32996/jeltal.2023.5.3.11 (CNKI Scholar-indexed)

Wan, Y. N. (2023). Research on voice quality in call center discourse: Validating reliability through interrater agreement and Praat. International Journal of Language, Linguistics, Literature and Culture, 2(4), 1-18. https://doi.org/10.59009/ijlllc.2023.0029 (DRJI-indexed)

Wan, Y. N. (2023). Exploring interpersonal language in wedding discourse on social media. International Journal of English Language Studies, 5(3), 48–57. https://doi.org/10.32996/ijels.2023.5.3.5 (CNKI Scholar-indexed)

Wan, Y. N. (2018). Functions of frequently used back channels in a corpus of intercultural conversations between Hong Kong Chinese (HKC) and native English speakers (NES). Journal of Intercultural Communication, 18(1), 1–14. https://doi.org/10.36923/jicc.v18i1.755 (Scopus-indexed)

Wan, Y. N. (2017) Construing negotiation: The role of voice quality features in American- Filipino business telephone conversations. Language and Dialogue, 7(2), 137-163. https://doi.org/10.1075/ld.7.2.01yau (ESCI & Scopus-indexed)

• Book Chapter

Wan, Y. N. (2010). Call centre discourse: Graduation in relation to voice quality and attitudinal profile. In G. Forey and J. Lockwood (Eds.), Globalisation, Communication and the Workplace. London: Continuum, pp. 106-124. ISBN: 0826446078,9780826446077 Retrieved from https://books.google.com.hk/books?id=Uudzpa2A0v8C&lpg=PR4&hl=zh-TW&pg=PP1#v=onepage&q&f=false

• Conference Proceeding 

Wan, Y. N. (2008). The exchange of interpersonal language in call centre conversations. Systemic Functional Linguistics in Use, Odense Working Papers in Language and Communication: Systemic Functional Linguistics in Use, Nina Nørgaard (ed.) 29, 825-839. ISSN 0906-7612, ISBN: 978-87-90923-47-1. 

Selected Conference Presentations

Wan, Y. N. (2019). “Childhood Anthropocentrism: An initial study of Animal Metaphor in Cantonese and Minnan Nursery Rhymes.” Paper given at Language and Ecology: Towards a Shared Narrative in Interdisciplinary Research 2019, Hong Kong Shue Yan University, HONG KONG, September 5-7, 2019.

Wan, Y. N. (2019). “Interpreting Media Literacy: A Pilot Study of Interpersonal Meaning in YouTube Wedding Speech.” Paper given at ICLLS 2019: Fifth International Conference on Linguistics and Language Studies, Caritas Institute of Higher Education, HONG KONG, June 25-26, 2019.

Wan, Y. N. (2019). “Multilingual print advertisements: Linguistic features of English-mixing advertisement in Hong Kong.” Paper given at International Conference on Multilingual Acquisition and Multilingual Education, The Education University of Hong Kong, HONG KONG, June 22 – 24, 2019.

Wan, Y. N. (2018). Exploring university students’ peer review competence: A preliminary study of cognitive and affective feedback in language assessment. Paper given at 2018 International Conference on Bilingual Learning and Teaching, The Open University of Hong Kong, HONG KONG, October 25-27, 2018

Wan, Y. N. (2018) Peer assessment in ELT: A critical evaluation of Peer Review written by L2 learners in a private University in Hong Kong. Paper given at The International Conference on English Language Education in the Chinese Context, The Education University of Hong Kong, HONG KONG, May 4-5, 2018.

Wan, Y. N. (2017). Language of persuasion in ESP writing: Personal recount in travelers online complaints. Paper given at International Conference on ESP, New Technologies and Digital Learning, The Hong Kong Polytechnic University, HONG KONG, December 7-9, 2017.

Wan, Y. N. (2017). Tourism discourse analysis: International travelers e-complaints, and e- response letters from management group of Hong Kong 5-stars hotels on Travel Forum. Paper given at Third International Conference on Linguistics and Language Studies, The Open University of Hong Kong, HONG KONG, June 29-30, 2017.

Wan, Y. N. (2017). Maam, let me tell you our story. Analyzing interpersonal relationship and recount structure in American-Filipino call centre complaint conversations. Paper given at Doing Research in Applied Linguistics 3 / 19th English in South-East Asia Conference 2017, King Mongkuts University of Technology Thonburi, Bangkok, THAILAND, June 22-24, 2017.

Wan, Y. N. (2017). Well, Oh, Right: An analysis of backchannels used in intercultural dialogues. Paper given at The 6th International Conference on English, Discourse and Intercultural Communication & The 23rd International Conference of the International Association for Intercultural Communication Studies, Macao Polytechnic Institute, MACAU, June 6-8, 2017.

Wan, Y. N. (2016). Writing mini-research paper: The challenges from non-English major students in a private university in Hong Kong. Paper given at 11th International Symposium on Teaching English at Tertiary Level: Rethinking ELT in Higher Education, The Hong Kong Polytechnic University, HONG KONG, December 9-10, 2016.

Wan, Y. N. (2016). How to sound nice and helpful? Managing communication skills in telephone service encounter by L2 customer service representatives. Paper given at The 4th Forum on Applied Linguistics, Guangdong University of Foreign Studies, Guangzhou, CHINA, December 3-4, 2016.

Wan, Y. N. (2016). The role of scorecards in call centre conversation assessment. Paper given at 2016 International Conference on Applied Linguistics & Language Teaching, National Taiwan University of Science and Technology, TAIWAN, Apr 15-16, 2016.

Wan, Y. N. (2015) Professional Discourse Analysis: Specific Language Features in Telephone Communication Breakdown. Paper given at ICLLS 2015: First International Conference on Linguistics and Language Studies, Caritas Institute of Higher Education, HONG KONG, Apr 9-10, 2015.

Wan, Y. N. (2013) Workplace Communication: An Analysis of General and Complex Calls in Filipino Insurance Call Centres. Paper given at IALIC 2013: Language and Intercultural Communication in the WorkplaceCritical Approaches to Theory and Practice, Hong Kong Baptist University, HONG KONG, Nov 29 – Dec 1, 2013.

Wan, Y. N. (2013) Exchange Structure at Points of Negotiation in Call Centre Conversations. Paper given at the 4th International Conference on English, Discourse and Intercultural Communication (Part 1 Macao), MACAU, Jun 4-7, 2013.

Wan, Y. N. (2013) Expected and Discretionary Responses in Complex Call Centre Conversations. Paper given at Greeting the New Age of ESP: Practice, Innovation, and Vision 2013 International Conference on Applied Foreign Languages (2013-ICAFLs), National Kaohsiung University of Hospitality and Tourism, TAIWAN, May 23-24, 2013.

Forey, G. & Wan, Y. N. (2012). Call Centre conversations - getting the job done: The role and value of chatting in service encounters. Paper given at The 5th Talking Across the World 2012: The BPO Industry: Resetting the Research Agenda, Da La Salle University, Manila, THE PHILIPPINES, June 21-23, 2012.