List of John Benjamins publications for which Lucía Fernández-Amaya plays a role.
Technology Mediated Service Encounters
Edited by Pilar Garcés-Conejos Blitvich, Lucía Fernández-Amaya and María de la O Hernández-López
Subjects Communication Studies | Discourse studies | Pragmatics
Customer satisfaction in hotels has been measured by considering different aspects of the client’s experience, one of these being interaction with hotel staff. The receptionist is probably the most important member of staff in this context, since this person is the first that the customer meets… read more | Article
The aim of this study is to analyze how conflict begins, unfolds and ends in a WhatsApp interaction within a Spanish family on 2018’s International Women’s Day. The analytical framework proposed by Bou-Franch and Garcés-Conejos Blitvich (2014) is applied to a conversation that began at 10:37 am on… read more | Article
An introduction to technology mediated service encounters Technology Mediated Service Encounters, Garcés-Conejos Blitvich, Pilar, Lucía Fernández-Amaya and María de la O Hernández-López (eds.), pp. 1–14