Publications

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Kevoe-Feldman, Heidi. 2019. Inside the Emergency Service Call-Center: Reviewing Thirty Years of Language and Social Interaction Research. Research on Language and Social Interaction 52 (3) : 227–240.
Kevoe-Feldman, Heidi. 2019. Inside the Emergency Service Call-Center: Reviewing Thirty Years of Language and Social Interaction Research. Research on Language & Social Interaction 52 (3) : 227–240.
Kevoe-Feldman, Heidi. 2018. The interactional work of suppressing complaints in customer service encounters. Journal of Pragmatics 123 : 102–112.
Kevoe-Feldman, Heidi. 2018. Making an impression in traffic stops: Citizens’ volunteered accounts in two positions. Discourse Studies 20 (5) : 613–636.
Kevoe-Feldman, Heidi. 2018. Critical timing of actions for transferring 911 calls in a wireless call center. Discourse Studies 20 (4) : 488–505.
Kevoe-Feldman, Heidi. 2016. “Why Are You Concerned?” A Consideration of Turn Distance and the Organization of the Interrogative Series in “Wellness Check” Calls to a University Police Department. Discourse Processes 53 (7) : 556–580.
Kevoe-Feldman, Heidi. 2015. Closing the gap in customer service encounters. Customers’ use of upshot formulations to manage service responses. Pragmatics and Society 6 (1) : 67–88.
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.
Kevoe-Feldman, Heidi. 2013. Reformulating place. Journal of Pragmatics 55 (1) : 43–50.
Kevoe-Feldman, Heidi. 2011. Extending the notion of pragmatic completion: The case of the responsive compound action unit. Journal of Pragmatics 43 (15) : 3844–3859.
Kevoe-Feldman, Heidi. 2010. Using Full Repeats to Initiate Repair on Others' Questions. Research on Language and Social Interaction 43 (1) : 232–259.