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Part of
Politeness in Professional Contexts
Edited by Dawn Archer, Karen Grainger and Piotr Jagodziński
[Pragmatics & Beyond New Series 311] 2020
► pp. 179–198

Chapter 8
Towards a folk pragmatics of call centre service encounters

| Manchester Metropolitan University
Keywords: folk pragmatics, folk linguistics, Stock of Interactional Knowledge (SIKs), call centre, customer experience, customer typology, telephone service encounters, linguistic accommodation, customer service, professional face
Article outline
  • 1.Introduction: Folk pragmatics and stocks of interactional knowledge (SIKs)
  • 2.Method
  • 3.Call centre folk pragmatic theory
    • 3.1The three pillars
  • 4.A brief analysis of an interaction
    • 4.1Let me finish, it’s quite complicated
  • 5.Conclusion
  • Notes
  • References
Published online: 21 August 2020
DOI logo
https://doi.org/10.1075/pbns.311.08jag
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