Cover not available
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
References
Archer, Dawn and Jagodziński, Piotr
2015 “Call Centre Interaction: A Case of Sanctioned Face Attack?” Journal of Pragmatics 76: 46–66. DOI logoGoogle Scholar
Blitvich, Pilar Garcés-Conejos, Lucía Fernández-Amaya and María del la O. Hernández-López
2019 Technology Mediated Service Encounters. Amsterdam: John Benjamins. DOI logoGoogle Scholar
Bousfield, Derek
2008 Impoliteness in Interaction. Amsterdam: John Benhamins. DOI logoGoogle Scholar
Brown, Penelope and Steven Levinson
1987 Politeness: Some Universals in Language Usage. Cambridge: Cambridge University Press. DOI logoGoogle Scholar
Cameron, Deborah
2000a Good to Talk: Living and Working in a Communication Culture. London: Sage.Google Scholar
2000b “Styling the Worker: Gender and the Commodification of Language in the Globalized Service Economy.” Journal of Sociolinguistics 4: 323–347. DOI logoGoogle Scholar
2008 “Talk from the Top Down.” Language and Communication 28: 143–155. DOI logoGoogle Scholar
Cialdini, Robert
2001 Influence: Science and Practice. Boston, Massachusetts: Allyn and Bacon.Google Scholar
Cicourel, Aaron V.
1964 Method and Measurement in Sociology. New York: New York University Press.Google Scholar
Clifton, Jonathan
2012 “Conversation Analysis in Dialogue with Stocks of Interactional Knowledge: Facework and Appraisal Interviews.” Journal of Business Communication 49: 283–311. DOI logoGoogle Scholar
Eelen, Gino
1999 “Politeness and Ideology: A Critical Review” Pragmatics: Quarterly publication of the International Pragmatics Association 9: 163–173. DOI logoGoogle Scholar
2001 A Critique of Politeness Theories. Manchester: St. Jerome Pub.Google Scholar
Fairclough, Norman
1992 Discourse and Social Change. Cambridge: Polity.Google Scholar
Forey, Gail and Jane Lockwood
2010 Globalization, Communication and the Workplace: Talking Across the World. London: Continuum.Google Scholar
Friginal, Eric
2008 The Language of Outsourced Call Centers: A Corpus-Based Study of Cross-Cultural Interaction. Amsterdam: John Benjamins.Google Scholar
Gentile, Chiara, Nicola Spiller and Guliano, Noci G.
2007 “How to Sustain the Customer Experience: An Overview of Experience Components that Co-create Value with the Customer.” European Management Journal 25: 395–410. DOI logoGoogle Scholar
Giles, Howard
2016 Communication Accommodation Theory: Negotiating Personal Relationships and Social Identities Across Contexts. Cambridge: Cambridge University Press. DOI logoGoogle Scholar
Grice, H. Paul
1975 “Logic and Conversation.” In Speech Acts ed. by Peter Cole and Jerry Morgan, 41–58. New York: Academic Press. DOI logoGoogle Scholar
Hansen, Maj-Britt Mosegaard and Rosina Márquez Reiter
(eds.) 2018 The Pragmatics of Sensitive Activities in Institutional Discourse. Amsterdam: John Benjamins Publishing Company. DOI logoGoogle Scholar
Harris, Elaine K.
2000 Customer Service: A Practical Approach. New Jersey: Prentice-Hall.Google Scholar
Harrington, Leigh
2018 “ ‘Helping You to Pay Us’: Rapport Management in Debt Collection Call Centre Encounters.” Journal of Politeness Research 14(2): 201–231. DOI logoGoogle Scholar
Haugh, Michael
2018 “Afterword: Theorizing (Im)politeness.” Journal of Politeness Research 14(1): 153–165. DOI logoGoogle Scholar
Hoenigswald, Henry
1966 “A Proposal for the Study of Folk-Linguistics.” In Sociolinguistics ed. by William Bright, 16–26. The Hauge: Mouton.Google Scholar
Hultgren, Anna K.
2011 “ ‘Building Rapport’ with Customers across the World: The Global Diffusion of a Call Centre Speech Style.” Journal of Sociolinguistics 15: 36–64. DOI logoGoogle Scholar
Hultgren, Anna Kristina
2017 “Vocatives as Rationalized Politeness: Theoretical Insights from Emerging Norms in Call Centre Service Encounters” Journal of Sociolinguistics 21: 90–111. DOI logoGoogle Scholar
Jagodziński, Piotr
2013 Impoliteness Strategies in a British Airline Call Centre: A Pragmatic Analysis of Customer Service Interactions. Unpublished PhD dissertation, Adam Mickiewicz University.Google Scholar
Jagodziński, Piotr and Dawn Archer
2018 “Co-creating Customer Experience through Call Centre Interaction: Interactional Achievement and Professional Face.” Journal of Politeness Research 14(2): 179–199. DOI logoGoogle Scholar
Kádár, Daniel and Michael Haugh
2013 Understanding Politeness. Cambridge: Cambridge University Press. DOI logoGoogle Scholar
Kienpointner, Manfred and Maria Stopfner
2017 “Ideology and (Im)politeness.” In The Palgrave Handbook of Linguistic (Im)politeness, ed. by Jonathan Culpeper, Michael Haugh and Daniel Kádár, 61–87. London: Palgrave Macmillan. DOI logoGoogle Scholar
Lave, Jean and Etienne Wenger
1991 Situated Learning: Legitimate Peripheral Participation: Cambridge: Cambridge University Press. DOI logoGoogle Scholar
Leech, Geoffrey
1983 Principles of Pragmatics. London: Longman.Google Scholar
Leland, Karen and Keith Bailey
2006 Customer Service for Dummies. Indianapolis, Indiana: Wiley Publishing.Google Scholar
Mugford, Gerard
2018 “Critical Intercultural Impoliteness: “Where are You Located? Can You Please Transfer Me to Someone Who is American?” Journal of Pragmatics 134: 173–182. DOI logoGoogle Scholar
Niedzielski, Nancy and Dennis Preston
2000 Folk Linguistics. Berlin: Mouton de Gruyter. DOI logoGoogle Scholar
2007 “Folk Pragmatics” In Handbook of Pragmatics, ed. by Jan-Ola Östman and Jef Verschueren, 1–12. Amsterdam: John Benjamins. DOI logoGoogle Scholar
2009 “Folk Pragmatics” In Culture and Language Use, ed. by Gunter Senft, Jan-Ola Östman and Jef Verschueren, 146–155. Amsterdam: John Benjamins Publishing Company. DOI logoGoogle Scholar
Peräkylä, Anssi and Sanna Vehvilƒinen
2003 “Conversation Analysis and the Professional Stocks of Interactional Knowledge.” Discourse and Society 14: 727–750. DOI logoGoogle Scholar
Plichta, Bartlomiej
2004 Interdisciplinary Perspectives on the Northern Cities Chain Shift. Unpublished PhD Dissertation, Michigan State University.Google Scholar
Preston, Dennis and Nancy Niedzielski
2017 “Folk Pragmatics” In The Routledge Handbook of Pragmatics, ed. by Anne Barron, Yueguo Gu and Gerard Steen, 197–211. London: Taylor and Francis. DOI logoGoogle Scholar
Rogers, Len
1986 Selling by Telephone: Tested Techniques to Make Every Call Count. London: Kogan Page.Google Scholar
Shannon, Claude E. and Warren Weaver
1949 The Mathematical Theory of Communication. Urbana: University of Illinois Press.Google Scholar
Taylor, Stephanie
2001 “Locating and Conducting Discourse Analytic Research.” In Discourse as Data: A Guide for Analysis, ed. by Margaret Wetherell, Stephanie Taylor and Simeon J. Yates, 5–48. London: Sage Publications.Google Scholar
Thomas, Jenny
1995 Meaning in Interaction. London: Longman.Google Scholar
Watts, Richard J., Sachiko Ide and Konrad Ehlich
(eds.) 1992 Politeness in Language: Studies in its History, Theory, and Practice. Berlin: Mouton de Gruyter. DOI logoGoogle Scholar
Woydack, Johanna
2019 Linguistic Ethnography of a Multilingual Call Center. London: Palgrave Macmillan. DOI logoGoogle Scholar
Cited by

Cited by 1 other publications

Orthaber, Sara
2023. Introduction. In (Im)politeness at a Slovenian Call Centre [Advances in (Im)politeness Studies, ], ► pp. 1 ff. DOI logo

This list is based on CrossRef data as of 23 march 2024. Please note that it may not be complete. Sources presented here have been supplied by the respective publishers. Any errors therein should be reported to them.