Table of contents
Acknowledgements
vii
List of tables
ix
List of figures
xi
List of charts
Introduction: An introduction to technology mediated service encounters
1
Section I.Social services
15
Chapter 1.Language discordance and technological facilitation in health care service encounters: A contrastive experiment
17
Chapter 2.Context and pragmatic meaning in telephone interpreting
45
Section II.Call centres
69
Chapter 3.Managing verbal and embodied conduct in telephone-mediated service encounters
71
Chapter 4.Globalizing politeness? Towards a globalization-sensitive framework of mediated service encounters
97
Chapter 5.Navigating commercial constraints in a service call
121
Chapter 6.Call centre service encounters: Second-language users, conversationalisation, (im)politeness and discursive practices
145
Section III.E-service encounters
171
Chapter 7.Responding to bargaining moves in a digital era: Refusals of offers on Mercado Libre-Ecuador
173
Chapter 8.Intensification in online consumer reviews: Insights from Chinese
199
Chapter 9.Relational practices on commercial Facebook wall interactions
223
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