Publications

Publication details [#60121]

Kevoe-Feldman, Heidi. 2015. Working the overall structural organization of a call: How customers use third position as leverage for gaining service representatives' assistance in dealing with service problems. Language & Communication 43 : 47–57.

Publication type

Article in journal

Publication language

English

Keywords

conversational analysis | institutional context | problem solving | service encounter | telephone conversation

Place, Publisher

Elsevier

Journal WWW

www.sciencedirect.com/

Annotation

This paper uses a communication approach to account for tension(-resolution) between service representatives and clients in call service encounters in an electronic repair facility.