Technology Mediated Service Encounters

ORCID logoPilar Garcés-Conejos Blitvich | University of North Carolina at Charlotte
ORCID logoLucía Fernández-Amaya | Pablo de Olavide University
ORCID logoMaría de la O Hernández-López | Pablo de Olavide University
ISBN 9789027202123 | EUR 99.00 | USD 149.00
ISBN 9789027262998 | EUR 99.00 | USD 149.00
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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
Table of Contents
“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.”
“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.”
Cited by

Cited by 9 other publications

Félix-Brasdefer, J. César & Rosina Márquez Reiter
2021. Service Encounter Discourse. In The Cambridge Handbook of Sociopragmatics,  pp. 496 ff. DOI logo
Holt, Elizabeth & Jim O’Driscoll
2021. Participation and Footing. In The Cambridge Handbook of Sociopragmatics,  pp. 140 ff. DOI logo
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. DOI logo
Rørvik, Julie, Julie Eiane, Ragnhild Bjørknes & Ragnhild Hollekim
2023. Krøll på linja!. Tidsskriftet Norges Barnevern 100:1  pp. 4 ff. DOI logo
Xie, Chaoqun
2020. The pragmatics of internet memes. Internet Pragmatics 3:2  pp. 139 ff. DOI logo
Xie, Chaoqun
2022. Introduction. In The Pragmatics of Internet Memes [Benjamins Current Topics, 120],  pp. 1 ff. DOI logo
Xie, Chaoqun & Ying Tong
2021. Chapter 7. Inviting a purchase. In Approaches to Internet Pragmatics [Pragmatics & Beyond New Series, 318],  pp. 207 ff. DOI logo
[no author supplied]
2021. Fundamentals of Sociopragmatics. In The Cambridge Handbook of Sociopragmatics,  pp. 13 ff. DOI logo
[no author supplied]
2021. Topics and Settings in Sociopragmatics. In The Cambridge Handbook of Sociopragmatics,  pp. 247 ff. DOI logo

This list is based on CrossRef data as of 18 november 2023. 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.


Communication Studies

Communication Studies

Main BIC Subject

CFG: Semantics, Pragmatics, Discourse Analysis

Main BISAC Subject

LAN009030: LANGUAGE ARTS & DISCIPLINES / Linguistics / Pragmatics
ONIX Metadata
ONIX 2.1
ONIX 3.0
U.S. Library of Congress Control Number:  2018045387 | Marc record