List of tables
Table 1.1
Results of the SERVQUAL satisfaction questionnaires (using a 7-point Likert scale)
26
Table 1.2
Frequency and duration of pauses/gaps in SEs with app/SEs without app
29
Table 1.3
Average frequency and duration of service providers’ averted eye gaze in SEs with app / SEs without app
30
Table 1.4
Frequency and type of service providers’ averted eye gaze in two SEs with app
31
Table 1.5
Excerpt from SE 10, with app. Service provider (SP) interacting with the client (C), activating audio version of text content (PC). Dutch transactions have been translated to English, signaled in bold
32
Table 4.1
Overview of call centres included in the study
102
Table 4.2
The prescription to engage in “active listening”
104
Table 4.3
The prescription to “make the customer feel understood”
105
Table 4.4
The prescription to “avoid jargon”
106
Table 4.5
The prescription to “signpost”
107
Table 4.6
The prescription to “empathize”
108
Table 4.7
The prescription to “small talk”
109
Table 4.8
Prescribed and actual greetings in Britain and Denmark
112
Table 4.9
Prescribed and actual acknowledgements in Britain and Denmark
113
Table 4.10
Prescribed and actual hold notifications in Britain and Denmark
115
Table 7.1
Categories of verbal supportive moves in the realization of refusals
190
Table 8.1
Distribution of intensification strategies across ratings
211
Table 8.2
Distribution of individual preceding intensifiers across ratings
212
Table 8.3
Employment of intensification strategies in negative vs. positive reviews
215
Table 8.4
Employment of intensifiers in negative vs. positive reviews
216
Table 9.1
Post (dis)alignment with corporate status update (
n = 289)
232
Table 9.2
List of the relational practices that emerged in the present analysis, based on extant taxonomies of politeness (Brown and Levinson 1978, 1987) and impoliteness (Culpeper 2005, 2011; Lorenzo-Dus et al. 2011)
232