Technology Mediated Service Encounters
The chapters in this collection, authored by renowned scholars, address a gap in the literature by focusing on the consequences that outsourcing, among other globalized economic practices, and remediation by new technologies have had on the service encounters genre (SE). From both a multilingual and a multidisciplinary perspective, this collection explores the development of technological applications and professional best practices as well as call centre interaction, e-commerce, and e-word of mouth. More specifically, the papers in this volume report on technology developed to support SEs and how this technology influences service providers and their allowable linguistic contributions. Further, this collection provides valuable insights on the language and strategic behaviour deployed in less researched kinds of SEs, gives special attention to how technology impacts the interface between the transactional and interactional goals of SEs, and thus has real world applications.
[Pragmatics & Beyond New Series, 300] 2019. xi, 247 pp.
Publishing status: Available
Published online on 2 January 2019
Published online on 2 January 2019
© John Benjamins
Table of Contents
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Acknowledgements | pp. vii–viii
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List of tables | pp. ix–x
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List of figures | pp. xi–xii
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List of charts
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An introduction to technology mediated service encountersPilar Garcés-Conejos Blitvich, Lucía Fernández-Amaya and María de la O Hernández-López | pp. 1–14
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Section I. Social services
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Chapter 1. Language discordance and technological facilitation in health care service encounters: A contrastive experimentJuly De Wilde, Ellen Van Praet and Yves Van Vaerenbergh | pp. 17–44
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Chapter 2. Context and pragmatic meaning in telephone interpretingRaquel Lázaro Gutiérrez and Gabriel Cabrera Méndez | pp. 45–68
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Section II. Call centres
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Chapter 3. Managing verbal and embodied conduct in telephone-mediated service encountersDavid Matthew Edmonds and Ann Weatherall | pp. 71–96
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Chapter 4. Globalizing politeness? Towards a globalization-sensitive framework of mediated service encountersAnna Kristina Hultgren | pp. 97–120
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Chapter 5. Navigating commercial constraints in a service callRosina Márquez Reiter | pp. 121–144
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Chapter 6. Call centre service encounters: Second-language users, conversationalisation, (im)politeness and discursive practicesGerrard Mugford | pp. 145–170
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Section III. E-service encounters
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Chapter 7. Responding to bargaining moves in a digital era: Refusals of offers on Mercado Libre EcuadorMaría Elena Placencia | pp. 173–198
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Chapter 8. Intensification in online consumer reviews: Insights from ChineseWei Ren | pp. 199–222
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Chapter 9. Relational practices on commercial Facebook wall interactionsPatricia Bou-Franch | pp. 223–244
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Index
“The main strength of this collection of papers lies in the careful and detailed reviews of the literature provided in the introduction as well as in each individual chapter. The editors put together a wellrounded collection of papers from frameworks as different as conversation analysis and interactional linguistics, discourse analysis and critical discourse analysis, ethnography, and grounded theory. The variety of methodologies and frameworks employed makes for a real and valuable dialogue beyond theoretical traditions. Another strong point of the volume is that all chapters bring to light data that is very interesting to see for itself and in its variety.”
Marine Riou, Université Lyon 2, on Linguist List 30.3373 (6 September 2019)
“This book will be useful for scholars and graduate level courses in technology, communication, sociolinguistics, and discourse analysis, as well as those with a focus on customer service and related business areas. All of the chapters made a positive contribution to the volume.”
Angela Cora Garcia, Bentley University, in Journal of Pragmatics 155 (2020)
Cited by (9)
Cited by nine other publications
Rørvik, Julie, Julie Eiane, Ragnhild Bjørknes & Ragnhild Hollekim
2023. Krøll på linja!. Tidsskriftet Norges Barnevern 100:1 ► pp. 4 ff. 
Félix-Brasdefer, J. César & Rosina Márquez Reiter
2021. Service Encounter Discourse. In The Cambridge Handbook of Sociopragmatics, ► pp. 496 ff.
Holt, Elizabeth & Jim O’Driscoll
2021. Participation and Footing. In The Cambridge Handbook of Sociopragmatics, ► pp. 140 ff.
Xie, Chaoqun & Ying Tong
2021. Chapter 7. Inviting a purchase. In Approaches to Internet Pragmatics [Pragmatics & Beyond New Series, 318], ► pp. 207 ff.
Jagodziński, Piotr
2020. Chapter 8. Towards a folk pragmatics of call centre service encounters. In Politeness in Professional Contexts [Pragmatics & Beyond New Series, 311], ► pp. 179 ff.
Xie, Chaoqun
Xie, Chaoqun
2022. Introduction. In The Pragmatics of Internet Memes [Benjamins Current Topics, 120], ► pp. 1 ff.
[no author supplied]
2021. Fundamentals of Sociopragmatics. In The Cambridge Handbook of Sociopragmatics, ► pp. 13 ff.
[no author supplied]
2021. Topics and Settings in Sociopragmatics. In The Cambridge Handbook of Sociopragmatics, ► pp. 247 ff.
This list is based on CrossRef data as of 27 july 2024. Please note that it may not be complete. Sources presented here have been supplied by the respective publishers. Any errors therein should be reported to them.
Subjects
Communication Studies
Main BIC Subject
CFG: Semantics, Pragmatics, Discourse Analysis
Main BISAC Subject
LAN009030: LANGUAGE ARTS & DISCIPLINES / Linguistics / Pragmatics