Article published in:
(Co-)Constructing Interpersonally Sensitive Activities Across Institutional Settings
Edited by Maj-Britt Mosegaard Hansen and Rosina Márquez Reiter
[Pragmatics and Society 7:4] 2016
► pp. 638663
References

References

Antaki, Charles
1994Explaining and Arguing: The Social Organization of Accounts. London: Sage.Google Scholar
Archer, Dawn, and Piotr Jagodziński
2015 “Call Centre Interaction: A Case of Sanctioned Face Attack?Journal of Pragmatics 76: 46–66. CrossrefGoogle Scholar
Arundale, Robert B.
2013 “Face as a Research Focus in Interpersonal Pragmatics: Relational and Emic Perspectives.” Journal of Pragmatics 58: 108–120. CrossrefGoogle Scholar
Brown, Penelope, and Steven Levinson
1978 “Universals of Language Usage: Politeness Phenomena.” In Questions and Politeness, ed. by Ester Goody, 56–113. Cambridge: Cambridge University Press.Google Scholar
Clayman, Steven E.
2012 “Address Terms in the Organization of Turns at Talk: The Case of Pivotal Turn Extensions.” Journal of Pragmatics 44 (13): 1853–1867. CrossrefGoogle Scholar
Clift, Rebecca
2006 “Indexing Stance: Reported Speech as an Interactional Evidential.” Journal of Sociolinguistics 10 (5): 569–595. CrossrefGoogle Scholar
Corbett, Greville G.
2000Number. Cambridge: Cambridge University Press. CrossrefGoogle Scholar
Curl, Tracy, and Paul Drew
2008 “Contingency and Action: A Comparison of Two Forms of Requesting.” Research on Language & Social Interaction 41 (2): 129–153. CrossrefGoogle Scholar
Drew, Paul, and John Heritage
1992 “Analysing Talk at Work: an Introduction.” In Talk at Work: Interaction in Institutional Settings, ed. by Paul Drew and John Heritage, 3–65. Cambridge: Cambridge University Press.Google Scholar
Economidou-Kogetsidis, Maria
2005 “ ‘Yes, Tell me Please, What Time is the Midday Flight From Athens Arriving?’: Telephone Service Encounters and Politeness.” Intercultural Pragmatics 2 (3): 253–273. CrossrefGoogle Scholar
Goffman, Erving
1967Interaction ritual: Essays on face-to-face behavior. Garden City, N.Y.: Doubleday.Google Scholar
1981Forms of Talk. University of Pennsylvania Publications in Conduct and Communication. Philadelphia: University of Pennsylvania Press.Google Scholar
Goodwin, Charles
1981Conversational Organization: Interaction between Speakers and Hearers. New York: Academic Press.Google Scholar
Gumperz, John J.
1999 “Inference.” Journal of Linguistic Anthropology 9 (1–2): 131–133. CrossrefGoogle Scholar
Haugh, Michael
2015Im/politeness Implicatures. Berlin: Mouton de Gruyter. CrossrefGoogle Scholar
Hayashi, Makoto
2013 “Turn Allocation and Turn Sharing.” In Handbook of Conversation Analysis, ed. by Jack Sidnell and Tanya Stivers, 167–190. Malden, Mass.: Blackwell.Google Scholar
Heritage, John
1985 “Analyzing News Interviews: Aspects of the Production of Talk for an Overhearing Audience.” In Handbook of Discourse Analysis, ed. by Teun A. van Dijk, 95–117. New York: Academic Press.Google Scholar
1998 “Oh-Prefaced Responses to Inquiry.” Language in Society 27: 291–334. CrossrefGoogle Scholar
2013 “Epistemics in Conversation.” In Handbook of Conversation Analysis, ed. by Jack Sidnell and Tanya Stivers, 370–394. Malden, Mass.: Blackwell.Google Scholar
Jefferson, Gail
1985 “An Exercise in the Transcription and Analysis of Laughter.” In Handbook of Discourse Analysis, ed. by Teun A. van Dijk, 25–34. London, Orlando, San Diego & New York: Academic Press.Google Scholar
1987 “On Exposed and Embedded Correction in Conversation.” In Talk and Social Organisation, ed. by Graham Button and John R.E. Lee, 86–100. Philadelphia: Multilingual Matters.Google Scholar
Kádár, Daniel, and Michael Haugh
2013Understanding Politeness. Cambridge: Cambridge University Press. CrossrefGoogle Scholar
Kerbrat-Orecchioni, Cathérine
2005 “Politeness in France: How to Buy Bread Politely.” In Politeness in Europe, ed. by Leo Hickey and Miranda Stewart, 29–44. Clevedon: Multilingual Matters.Google Scholar
Kevoe-Feldman, Heidi
2015 “Closing the Gap in Customer Service Encounters: Customers’ Use of Upshot Formulations to Manage Service Responses.” Pragmatics & Society 6 (1): 67–88. CrossrefGoogle Scholar
Kitzinger, Celia
2013 “Repair.” In Handbook of Conversation Analysis, ed. by Jack Sidnell and Tanya Stivers, 229–256. Malden, Mass.: Blackwell.Google Scholar
Kuroshima, Satomi
2010 “Another Look at the Service Encounter: Progressivity, Intersubjectivity, and Trust in a Japanese Sushi Restaurant.” Journal of Pragmatics 42 (3): 856–869. CrossrefGoogle Scholar
Lee, Seung-Hee
2009 “Extended Requesting: Interaction and Collaboration in the Production and Specification of Requests.” Journal of Pragmatics 41 (6): 1248–1271. CrossrefGoogle Scholar
Lerner, Gene
2003 “Selecting Next Speaker: The Context Sensitive Operation of a Context-Free Organisation.” Language in Society 32: 177–201. CrossrefGoogle Scholar
Merritt, Marilyn
1976 “On Questions Following Questions in Service Encounters.” Language in Society 5: 315–357. CrossrefGoogle Scholar
1977 “The Playback: An Instance of Variation in Discourse.” In Studies in Language Variation, ed. by Ralph Fasold and Roger W. Shuy, 198–208. Washington, D.C.: Georgetown University Press.Google Scholar
Márquez Reiter, Rosina
2005 “Complaint Calls to a Caregiver Service Company: The Case of Desahogo.” Intercultural Pragmatics 2 (4): 481–514.Google Scholar
2006 “Interactional Closeness in Service Calls to a Montevidean Carer Service Company.” Research on Language and Social Interaction 39 (1): 7–39. CrossrefGoogle Scholar
2008 “Intra-Cultural Variation: Explanations in Service Calls to Two Montevidean Service Providers.” Journal of Politeness Research 4 (1): 1–29. CrossrefGoogle Scholar
2009 “How to Get Rid of a Telemarketing Agent? Facework Strategies in an Intercultural Service Call.” In Face, Communication and Social Interaction, ed. by Francesca Bargiela-Chiappini and Michael Haugh, 55–77. London & Oakville, Conn.: Equinox.Google Scholar
2013 “The Dynamics of Complaining in a Latin American for-Profit Commercial Setting.” Journal of Pragmatics 57: 231–247. CrossrefGoogle Scholar
Orthaber, Sara, and Rosina Márquez Reiter
2011 “ ‘Talk to the hand’. Complaints to a Public Transport Company.” Journal of Pragmatics 43 (15): 3860–3876. CrossrefGoogle Scholar
2015“‘Thanks for Nothing’: Impoliteness in Service Calls.“ In Exploring (Im)politeness in Specialized and General Corpora: Converging Methodologies and Analytic Procedures, ed. by Şükriye Ruhi and Yeşim Askan, 11–39. Newcastle: Cambridge Scholars Publishing.Google Scholar
Pomerantz, Anita
1980 “Telling my Side: ‘Limited Access’ as a ‘Fishing Device’.” Sociological Inquiry 50: 186–198. CrossrefGoogle Scholar
1984 “Pursuing a Response.” In Structures of Social Action: Studies in Conversational Analysis, ed. by Maxwell J. Atkinson and John Heritage, 152–164. Cambridge: Cambridge University Press.Google Scholar
Pomerantz, Anita, and John Heritage
2013 “Preference.” In Handbook of Conversation Analysis, ed. by Jack Sidnell and Tanya Stivers, 210–228. Malden, Mass.: Blackwell.Google Scholar
Raymond, Geoffrey
2003 “Grammar and Social Organization: Yes/no Interrogatives and the Structure of Responding.” American Sociological Review 68: 939–967. CrossrefGoogle Scholar
Rendle-Short, Johanna
2007 “ ‘Catherine, You’re Wasting Your Time’: Address Terms within the Australian Political Interview.” Journal of Pragmatics 39: 1503–1525. CrossrefGoogle Scholar
Sacks, Harvey, Emanuel A. Schegloff, and Gail Jefferson
1974 “A Simplest Systematics for the Organization of Turn-Taking for Conversation.” Language 50 (4): 696–735. CrossrefGoogle Scholar
Schegloff, Emanuel A.
1996 “Turn Organization: One Intersection of Grammar and Interaction.” In Interaction and Grammar, ed. by Elinor Ochs, Emanuel A. Schegloff, and Sandra A. Thompson, 52–133. Cambridge: Cambridge University Press. CrossrefGoogle Scholar
2000 “Overlapping Talk and the Organization of Turn-Taking for Conversation.” Language and Society 29(1): 1–63. CrossrefGoogle Scholar
2007Sequence Organization in Interaction: A Primer in Conversation Analysis. Cambridge: Cambridge University Press. CrossrefGoogle Scholar
Schegloff, Emanuel A., Gail Jefferson, and Harvey Sacks
1977 “The Preference for Self-Correction in the Organization of Repair in Conversation.” Language 53 (2): 361–382. CrossrefGoogle Scholar
Shaw, Chloe, Alexa Hepburn, and Jonathan Potter
2013 “Having the Last Laugh: On Post Completion Laughter Particles.” In Studies of Laughter in Interaction, ed. by Phillip Glenn and Elizabeth Holt, 91–106. London: Bloomsbury Publishing.Google Scholar
Shimanoff, Susan B.
1994 “Gender Perspectives on Facework: Simplistic Stereotypes vs. Complex Realities.” In The Challenge of Facework. Cross-Cultural and Interpersonal Issues, ed. by Stella Ting-Toomey, 159–208. Albany: State University of New York Press.Google Scholar
Stivers, Tanya, and Federico Rossano
2012 “Mobilising Response in Interaction: A Compositional View of Questions.” In Questions: Formal, Functional and Interactional Perspectives, ed. by Jan P. de Ruiter, 58–80. Cambridge: Cambridge University Press. CrossrefGoogle Scholar
Svennevig, Jan
2008 “Trying the Easiest Solution First in Other-Initiation of Repair.” Journal of Pragmatics 40: 333–348. CrossrefGoogle Scholar
2012 “On Being Heard in Emergency Calls. The Development of Hostility in a Fatal Emergency Call.” Journal of Pragmatics 44 (11): 1393–1412. CrossrefGoogle Scholar
Tannen, Deborah, and Cynthia Wallat
1987 “Interactive Frames and Knowledge Schemas in Interaction: Examples from a Medical Examination/Interview.” Social Psychology Quarterly 50 (2): 205–216. CrossrefGoogle Scholar
Tracy, Karen
2011 “A Facework System of Minimal Politeness: Oral Argument in Appellate Court.” Journal of Politeness Research: Language, Behaviour, Culture 7 (1): 123–146. CrossrefGoogle Scholar
Varcasia, Cecilia
2013Business and Service Telephone Conversations: An Investigation of British English, German and Italian Encounters. New York: Palgrave Macmillan. CrossrefGoogle Scholar
Ventola, Eija
1987The Structure of Social Interaction. A Systemic Approach to the Semiotics of Service Encounters. London: Frances Pinter.Google Scholar
Wichmann, Anne
2000Intonation in Text and Discourse. London: Longman.Google Scholar
Wilkinson, Susan, and Celia Kitzinger
2006 “Surprise as an Interactional Achievement: Reaction Tokens in Conversation.” Social Psychology Quarterly 69 (2): 150–182. CrossrefGoogle Scholar
Zapf, Dieter, Amela Isic, Myriam Bechtoldt, and Patricia Blau
2003 “What is Typical for Call Centre Jobs? Job Characteristics, and Service Interactions in Different Call Centres.” European Journal of Work and Organizational Psychology 12 (4): 311–340. CrossrefGoogle Scholar
Zimmerman, Don
1992 “The Interactional Organization of Calls for Emergency Assistance.” In Talk at Work: Interaction in Institutional Settings, ed. by Paul Drew and John Heritage, 418–469. Cambridge: Cambridge University Press.Google Scholar
Cited by

Cited by 6 other publications

Márquez Reiter, Rosina
2019.  In Technology Mediated Service Encounters [Pragmatics & Beyond New Series, 300],  pp. 121 ff. Crossref logo
Márquez Reiter, Rosina & Patricia Bou-Franch
2017.  In The Palgrave Handbook of Linguistic (Im)politeness,  pp. 661 ff. Crossref logo
Márquez Reiter, Rosina & Sara Orthaber
2018. Exploring the moral compass. Internet Pragmatics 1:2  pp. 242 ff. Crossref logo
Márquez Reiter, Rosina & Sara Orthaber
2020.  In (Im)politeness and Moral Order in Online Interactions [Benjamins Current Topics, 107],  pp. 37 ff. Crossref logo
Orthaber, Sara
2019. Aggressive humour as a means of voicing customer dissatisfaction and creating in-group identity. Journal of Pragmatics 152  pp. 160 ff. Crossref logo
TRAVERSO, VÉRONIQUE
2019. Demander de l'aide à la permanence d'accès aux droits d'un centre social: modalités de construction des requêtes. Journal of French Language Studies 29:1  pp. 113 ff. Crossref logo

This list is based on CrossRef data as of 05 november 2021. 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.