Technology Mediated Service Encounters

Editors
| University of North Carolina at Charlotte
| Pablo de Olavide University
| Pablo de Olavide University
HardboundAvailable
ISBN 9789027202123 | EUR 99.00 | USD 149.00
 
e-Book
ISBN 9789027262998 | EUR 99.00 | USD 149.00
 
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
Acknowledgements
vii–viii
List of tables
ix–x
List of figures
xi–xii
An introduction to technology mediated service encounters
Pilar Garcés-Conejos Blitvich, Lucía Fernández-Amaya and María de la O Hernández-López
1–14
Section I. Social services
Chapter 1. Language discordance and technological facilitation in health care service encounters: A contrastive experiment
July De Wilde, Ellen Van Praet and Yves Van Vaerenbergh
17–44
Chapter 2. Context and pragmatic meaning in telephone interpreting
Raquel Lázaro Gutiérrez and Gabriel Cabrera Méndez
45–68
Section II. Call centres
Chapter 3. Managing verbal and embodied conduct in telephone-mediated service encounters
David Matthew Edmonds and Ann Weatherall
71–96
Chapter 4. Globalizing politeness?: Towards a globalization-sensitive framework of mediated service encounters
Anna Kristina Hultgren
97–120
Chapter 5. Navigating commercial constraints in a service call
Rosina Márquez Reiter
121–144
Chapter 6. Call centre service encounters: Second-language users, conversationalisation, (im)politeness and discursive practices
Gerrard Mugford
145–170
Section III. E-service encounters
Chapter 7. Responding to bargaining moves in a digital era: Refusals of offers on Mercado Libre Ecuador
María Elena Placencia
173–198
Chapter 8. Intensification in online consumer reviews: Insights from Chinese
Wei Ren
199–222
Chapter 9. Relational practices on commercial Facebook wall interactions
Patricia Bou-Franch
223–244
Index
245–248
“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 other publications

No author info given
2021.  In Approaches to Internet Pragmatics [Pragmatics & Beyond New Series, 318], Crossref logo
Jagodziński, Piotr
2020.  In Politeness in Professional Contexts [Pragmatics & Beyond New Series, 311],  pp. 179 ff. Crossref logo

This list is based on CrossRef data as of 01 september 2020. 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

Communication Studies
BIC Subject: CFG – Semantics, Pragmatics, Discourse Analysis
BISAC Subject: LAN009030 – LANGUAGE ARTS & DISCIPLINES / Linguistics / Pragmatics
U.S. Library of Congress Control Number:  2018045387