Publication details [#65072]

Archer, Dawn and Piotr Jagodziński. 2018. Co-creating customer experience through call centre interaction: Interactional achievement and professional face. Journal of Politeness Research 14 (2) : 257–192.
Publication type
Article in journal
Publication language
Place, Publisher
De Gruyter


Throughout, this article asserts that the co-creation of customer experience (here: via call centre interaction) needs to be attended by its linguistic co-construction, which may solely be reached by lending frontline employees more interactional liberty than they are inclined to have in practice.