Index

• Agenda 11, 20, 127, 129–133, 137–140, 195, 219, 241

• Ambiguity 4–5, 9, 18, 50, 121, 126, 128–129, 133, 139–141

• Between- and within-speaker interval 25, 28

• Block 126–127, 131, 230

• Breach 83, 85–87

• Call centre 1, 3–6, 9–14, 97, 99–104, 110–111, 116–119, 122–123, 125, 141–143, 145–169

• Camouflage 121

• Chinese 7, 14, 181, 194, 196, 199–201, 203–204, 206–221

• Client satisfaction 19, 24

• Client-centered communication 20
  • eye contact 30

• Client-initiated questions 22, 27, 35

• Commercial encounter 224

• Communicative understanding 19, 32, 34

• Company 1, 3–4, 11–12, 17, 45–46, 55–57, 60, 71, 80, 85, 97, 102, 105, 112–114, 121–127, 129–130, 137, 142, 145–146, 157, 162, 166, 173, 199, 201, 211–212, 223, 226–238, 242–243

• Complaint 11, 14, 73, 88, 91, 123, 127, 142, 202, 221, 236–237

• Computer-mediated communication 175, 194, 197, 199–201, 221, 240–242

• Constraint 71, 73, 76, 82, 88–90, 121–122, 125–126, 128, 130–132, 135, 138–140, 174, 192, 194

• Consumer 6–7, 11, 76, 199, 201, 203, 206–207, 211–219, 223–224, 226–227, 231–233, 235–238

• Context 3–7, 10, 14, 23–25, 45–49, 54, 56–57, 59–60, 63–65, 67, 74, 91, 100, 140, 143, 146, 148–149, 151, 153–154, 156, 168, 174, 178–179, 181, 183, 192, 194, 202, 204, 207, 218–221, 229, 239, 243

• Conversation analysis

• Conversational progressivity 75–76, 85, 87–89
  • sequencing 19, 27

• Conversationalisation 145–147, 150, 153, 156, 164, 166–167

• Corporation 223, 227–228, 231–233, 237–238

• Digital communication 36, 224, 239, 241–243

• Discourse 3, 5, 8, 10–14, 19, 23, 36–37, 39, 45–49, 53, 57, 61, 64–65, 91–92, 112–113, 117, 141, 145–148, 150–153, 157, 161–162, 165–166, 168–169, 173, 175, 177, 180, 192, 194–197, 199, 201, 204, 208, 216, 218–221, 239–244

• Disengagement 73

• Dispute resolution 72, 77, 87–88, 90–91, 93–94

• eHealth 17, 38, 40

• Embodied conduct

• Employee practices 110

• Expert knowledge 121

• Expletive 204, 208–209, 211, 213, 215, 217

• Explicitness 121, 123

• Eye gaze ix, 19, 25, 30–33

• Face 1–3, 6–8, 10, 17–19, 23, 50, 54, 73, 87–88, 97–98, 110, 115, 117, 123, 133, 141, 145–149, 151–152, 154, 157–158, 160, 163–165, 167–169, 173–175, 178, 182, 193, 196–197, 223, 225–227, 241–243

• Facebook 6–7, 9, 11, 178, 192, 196, 223–224, 226–228, 233, 237, 239–243
  • wall interaction 223–224

• Globalization 4–5, 8, 10, 13–14, 18, 97–99, 116–119, 145, 193, 216, 241

• Globalizing politeness 97

• Go ahead 126, 192

• Greetings ix, 4, 6, 111–112, 123, 147–150, 153, 155, 162, 164, 166, 173, 176–178, 184–191

• Helpline 10, 71–72, 90–91, 141–142

• Hold-acceptance adjacency pair

• Ideational 145, 147, 152, 155, 157–158, 164

• Identity 14, 92, 117, 122, 147, 149–150, 152, 157–158, 160–161, 165, 167, 183, 205, 226, 230, 241, 243

• Impoliteness ix, 4, 11, 13, 105, 117–119, 142, 197, 216, 220, 229–230, 240, 242–243

• Insertion sequence 75, 140

• Institutional prescription 5, 101, 103, 109, 111

• Intensification ix, 7, 181, 199–201, 203–218, 220

• Intensifier 205, 208–210, 213, 215

• Interaction 3–4, 7, 11, 13, 23, 36, 50, 71, 73–74, 88, 90–91, 100–101, 104, 111–112, 119, 122, 124–125, 142, 147, 173–176, 178, 183, 191–192, 196, 219, 223–228, 230, 233, 238–240, 242–243
  • analysis 8, 24–25, 27, 32, 73–74
  • exit 73, 82, 85, 87–90
  • trajectories

• Internet language 211–212, 221

• Interpersonal 99, 103–104, 110, 116, 119, 127, 145–147, 150, 152–155, 157, 160, 162, 165, 167, 173–174, 178, 188, 191, 205, 216, 220, 225

• Language discordant healthcare SEs 19

• play 216

• Lengthened visit time 2, 17, 29

• Likert scale ix, 24, 26, 35, 43, 213

• Meaning 9, 14, 31, 34–35, 45–50, 56–57, 59, 63–64, 67, 127–128, 143, 152–153, 202, 212, 214, 219, 232

• Mediated service encounter 224

• Mhealth 2, 17–20, 36–38, 40

• Mixed method 11, 17, 19, 35

• Mobile app 2, 8, 17, 19, 35
  • phones 38, 52, 89–90

• Multi-activity 71–73, 88–89

• Multilingualism 17, 141, 239

• Multimodal meaning making 31, 35

• Multi-tasking 73

• Networked sequence 227

• Neutrality 73

• Next turn proof procedure 83

• Non-verbal communication 25

• Oblique 131, 140

• Online consumer review 7, 14, 199, 201, 207, 215–218, 220–221

• Orthographical emphasis 211

• Pausing behavior 28–29

• Polar question 75, 92

• Politeness ix, 1, 3–5, 7, 9–11, 13–14, 86, 97–101, 103, 109–111, 113, 115–119, 123, 141–142, 145, 149, 158, 162, 164–166, 168–169, 175, 179–181, 195–197, 204, 220, 223, 225, 229–230, 237, 239–244 ; see also globalizing politeness

• Preliminaries 121, 124, 126, 140

• Pre-second insert sequence

• Progressivity 5, 72, 74–77, 79–80, 84–85, 87–89, 93

• Public service interpreting 14, 20, 50, 55–56, 67

• Punctuation emphasis 208–211, 213, 215–217

• Relational practice ix, 7, 223–224, 226, 228–230, 234–235, 237–239
  • work 4, 7, 13, 174–175, 190–193, 196, 223–224, 227, 229–230, 237, 239–240, 242

• Request for information

• Response 66, 75, 92, 123, 126–127, 133, 140–142, 157, 159, 164, 173, 175, 178, 180–181, 195, 197, 200, 221, 232, 237–238

• Review valence 199, 202, 214, 217

• SE ix, 1–9, 11, 17, 19–21, 23–31, 35 ; see also mediated service encounter, service encounter

• Semiotic modalities

• Sequence 27, 63, 71–72, 74–75, 77, 83–85, 87, 89, 93, 126, 132, 143, 178, 227, 230–234, 236–238 ; see also networked sequence, pre-second insert sequence, side sequence

• Service encounter 6, 12–14, 17, 40, 43, 97–98, 107, 141–142, 191–192, 196, 201, 224–225, 244 see also mediated service encounter, SEy
  • provider satisfaction 19
  • quality 17–18, 24–26, 41, 43

• SERVQUAL satisfaction questionnaires ix, 2, 17, 23, 26

• Side sequence 75, 92

• Social networking site 7, 223–226, 237, 239
  • practice 2, 100, 200, 225, 227
  • relation 99, 111, 151, 174, 227

• Stream of activity

• Taboo words 205, 208–209, 211, 213, 215–217, 230

• Technological constraint
  • mediation 2, 17, 19, 23, 30, 35

• Telephone interpreter 3, 59, 63
  • interpreting 14, 45–46, 51–54, 56, 66

• Telephone-mediated dispute resolution
  • interaction 71, 73, 90

• Textual 7, 145–147, 152–153, 155, 157, 162, 164, 166, 175, 223, 232, 238–241

• Technology-facilitated communication 17

• Temporary interactional exits

• TFC 17, 40

• Third-party mediator

• TMC 17, 40

• Training 2, 17, 20–21, 25, 27–28, 31–32, 34–36, 40, 45–47, 54–56, 60, 62–65, 100–101, 160

• Turn-taking 25

• Two-group between-subjects experiment 17, 23

• User 3, 6, 46–47, 50, 54, 64, 73, 89, 145, 149, 182, 203, 205, 216, 226–228, 231–233, 235–239, 242–243

• Wall event 227
  • interaction 224, 227–228, 233