Part of
Technology Mediated Service EncountersEdited by Pilar Garcés-Conejos Blitvich, Lucía Fernández-Amaya and María de la O Hernández-López
[Pragmatics & Beyond New Series 300] 2019
► pp. ix–x
Edited by Pilar Garcés-Conejos Blitvich, Lucía Fernández-Amaya and María de la O Hernández-López
[Pragmatics & Beyond New Series 300] 2019
► pp. ix–x
List of tables
Table 1.1Results of the SERVQUAL satisfaction questionnaires (using a 7-point Likert scale)
26
Table 1.2Frequency and duration of pauses/gaps in SEs with app/SEs without app
29
Table 1.3Average frequency and duration of service providers’ averted eye gaze in SEs with app / SEs without app
30
Table 1.4Frequency and type of service providers’ averted eye gaze in two SEs with app
31
Table 1.5Excerpt 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 4.1Overview of call centres included in the study
102
Table 4.2The prescription to engage in “active listening”
104
Table 4.3The prescription to “make the customer feel understood”
105
Table 4.4The prescription to “avoid jargon”
106
Table 4.5The prescription to “signpost”
107
Table 4.6The prescription to “empathize”
108
Table 4.7The prescription to “small talk”
109
Table 4.8Prescribed and actual greetings in Britain and Denmark
112
Table 4.9Prescribed and actual acknowledgements in Britain and Denmark
113
Table 4.10Prescribed and actual hold notifications in Britain and Denmark
115
Table 7.1Categories of verbal supportive moves in the realization of refusals
190
Table 8.1Distribution of intensification strategies across ratings
211
Table 8.2Distribution of individual preceding intensifiers across ratings
212
Table 8.3Employment of intensification strategies in negative vs. positive reviews
215
Table 8.4Employment of intensifiers in negative vs. positive reviews
216
Table 9.1Post (dis)alignment with corporate status update (n = 289)
232
Table 9.2List 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
