@article {RN166,
	title = {Analyzing the Genre Structure of Chinese Call-Center Communication},
	journal = {Journal of Business and Technical Communication},
	volume = {24},
	number = {4},
	year = {2010},
	pages = {445-475},
	author = {Xu, Xunfeng and Wang, Yan and Forey, Gail and Li, Lan}
}
