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
Place, Publisher
De Gruyter


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.