Publications

Publication details [#54802]

Lee, Seung-Hee. 2011. Responding at a higher level: Activity progressivity in calls for service. Journal of Pragmatics 43 (3) : 904–917.

Publication type

Article in journal

Publication language

English

Keywords

information chunking | information processing | institutional context | response | service encounter

Place, Publisher

Elsevier

Journal WWW

www.sciencedirect.com/web-editions

Annotation

This study argues that customers' non-direct, nonconforming responses to airlines service agents' requests for identifying information, anticipate hierarchical institution-specific stages in the activity and respond to the higher-level purpose of the question.