Publications

Publication details [#65073]

Harrington, Leigh. 2018. “Helping you to pay us”: Rapport management in debt collection call centre encounters. Journal of Politeness Research 14 (2) : 193–278.

Publication type

Article in journal

Publication language

English

Keywords

face maintenance | politeness | service encounter | style | telephone conversation

Place, Publisher

De Gruyter

Journal WWW

www.degruyter.com/journal/key/JPLR/html

Annotation

This article explores the rapport management (Spencer-Oatey 2005) that collections agents at a UK-based utilities company call centre are awaited to execute during debt collection telephone conversations.