| Description |
1 online resource (xv, 346 pages) : illustrations (some color) |
| Series |
Advances in (Im)politeness Studies |
| Contents |
Intro -- Acknowledgments -- Contents -- Abbreviations -- List of Figures -- List of Tables -- 1 Introduction -- 1.1 Why Service Encounters? -- 1.2 The Scope of This Book -- 1.3 The Research Questions -- 1.4 Transcription Conventions -- 1.5 The Structure of the Book -- References -- 2 On (Im)politeness -- 2.1 Politeness -- 2.1.1 Goffman's Conceptualisation of Face and First-Wave Approaches to Politeness -- 2.1.2 Second-Wave Approaches to (Im)politeness -- 2.1.3 Current Trends in (Im)politeness Research -- 2.2 Impoliteness -- 2.2.1 Impoliteness and Intentionality -- 2.2.2 Impoliteness and Emotions -- 2.2.3 Types of Impoliteness -- 2.3 Towards a Definition of (Im)politeness -- 2.3.1 The View on Face and (Im)politeness Taken in This Book -- 2.4 The Call Centre Community of Practice -- 2.4.1 Professional Face -- 2.5 Summary -- References -- 3 Technologically Mediated Interaction -- 3.1 Technologically Mediated Communication -- 3.2 Affordances and Constraints of Telephone Interaction -- 3.3 Affordances and Constraints of Email Interaction -- 3.4 Affordances and Constraints of Facebook -- 3.5 Service Encounter as Activity Type -- 3.6 Summary -- References -- 4 Structure of the Study and Methodology -- 4.1 On Slovenian Railways -- 4.1.1 Passenger Transport -- 4.1.2 Towards Modernisation of Passenger Services? -- 4.2 Data Collection and Research Ethics -- 4.2.1 Ethical Considerations -- 4.3 The Data -- 4.3.1 General Inquiries -- 4.3.2 Request Emails -- 4.3.3 Complaint Calls -- 4.3.4 Facebook Complaints -- 4.4 Limitations -- References -- 5 Routine Calls for Information and Request Emails -- 5.1 Routine Calls for Information -- 5.1.1 Previous Studies on Calls for Information -- 5.1.2 Calls for Information as Institutional Talk -- 5.1.3 (Im)politeness and Preference Organisation -- 5.1.4 Orders of Interaction in Calls for Information -- 5.1.5 Call Openings |
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5.1.6 The Opening Request and the Middles of Calls for Information -- 5.1.7 Call Closings -- 5.2 Request Emails -- 5.2.1 Previous Studies on Request Emails -- 5.2.2 Orders of Interaction in Request Emails and Responses -- 5.2.3 Email Openings -- 5.2.4 Requests and Responses -- 5.2.5 Email Closings -- 5.3 Summary -- References -- 6 Non-routine Calls for Information and Request Emails -- 6.1 Non-routine Calls for Information -- 6.1.1 Repair -- 6.1.2 Challenging the Asymmetry of Participation -- 6.1.3 Challenging the Asymmetry of Knowledge -- 6.1.4 Disattending -- 6.2 Non-routine Request Emails -- 6.2.1 Loss of Intersubjectivity -- 6.2.2 Paralinguistic and Prosodic Cues -- 6.2.3 Challenging Epistemic Authority -- 6.2.4 Challenging the Asymmetry of Participation -- 6.3 Summary -- References -- 7 Complaint Calls and Facebook Complaints -- 7.1 Complaint Calls -- 7.1.1 Previous Studies on Complaints in Institutional Settings -- 7.1.2 The Face-Threatening Nature of Complaint Calls -- 7.1.3 Complaint Openings -- 7.1.4 Unfolding of Complaints -- 7.1.5 Termination of Complaint Calls -- 7.2 Facebook Complaints -- 7.2.1 Company Facebook Page -- 7.2.2 Previous Studies on Face and (Im)politeness in Online Interactions -- 7.2.3 Characteristics of Online Complaints -- 7.2.4 Disattending -- 7.2.5 Denial -- 7.2.6 Flaming -- 7.2.7 Implicational Impoliteness -- 7.3 Summary -- References -- 8 Conclusions -- 8.1 Contributions to the Field -- 8.2 Directions for Future Research -- References |
| Summary |
This volume covers the field of linguistic (im)politeness in a particular mediated, customer-oriented setting. It is the first book to do so across telephone, email and social media. It offers key insights into a unique customer service setting through authentic and spontaneous data analysis. The book looks at how customers and agents of a large public transport company engage in transactional services and impolite behaviour. This text is directed at scholars and practitioners working in communication, business discourse, (socio)pragmatics, interaction studies, and social media interactions. It is also of great value to students in applied linguistics and scholars of Slavic languages, particularly Slovenian. The cross-media study is also of value to public/private institutions to reflect on their work practices, helping them improve existing customerservice provider relationships. The diverse readership and appeal are essential features of this book. Examines mediated institutional talk and impoliteness in the Slovenian language Covers mediated service interactions, such as requests and complaints across three different media Provides in-depth insights into communication within a contemporary business environment |
| Bibliography |
Includes bibliographical references |
| Notes |
Description based on online resource; title from digital title page (viewed on November 06, 2023) |
| Subject |
Politeness (Linguistics)
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Courtesy in the workplace.
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Call centers -- Slovenia
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Call centers.
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Courtesy in the workplace.
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Politeness (Linguistics)
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Slovenia.
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| Form |
Electronic book
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| ISBN |
9783031433207 |
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3031433203 |
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