Technology Mediated Service Encounters
Edited by Pilar Garcés-Conejos Blitvich, Lucía Fernández-Amaya and María de la O Hernández-López
[Pragmatics & Beyond New Series, 300] 2019. xi, 247 pp.
Lucía Fernández-Amaya
List of John Benjamins publications for which Lucía Fernández-Amaya plays a role.
Title
Subjects Communication Studies | Discourse studies | Pragmatics
Articles
2022 Politeness in hotel service encounter interactions in Spain: The receptionist’s point of view Pragmatics and Society 13:2, pp. 224–249 | Article
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
2020 Managing conflict originated by feminism: A case study from WhatsApp interaction among Spanish family members Journal of Language Aggression and Conflict 8:1, pp. 88–117 | 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… read more
2019 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 | Chapter