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John Benjamins Publishing Company, Amsterdam/Philadelphia
Intro -- Technology Mediated Service Encounters -- Editorial page -- Title page -- Copyright page -- Table of contents -- Acknowledgements -- List of tables -- List of figures -- An introduction to technology mediated service encounters -- Part I -...
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EBS Universität für Wirtschaft und Recht, Learning Center, Standort Wiesbaden, Fachbibliothek Rechtswissenschaften
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Intro -- Technology Mediated Service Encounters -- Editorial page -- Title page -- Copyright page -- Table of contents -- Acknowledgements -- List of tables -- List of figures -- An introduction to technology mediated service encounters -- Part I - Social services -- Part II - Call centres -- Part III - E-service encounters -- Concluding remarks -- References -- Section I. Social services -- Chapter 1. Language discordance and technological facilitation in health care service encounters: A contrastive experiment -- 1. Introduction -- 2. Situating the case -- 3. Data collection and method -- 3.1 A qualitative perspective -- 3.2 Experimental approach -- 4. Results and discussion -- 4.1 Satisfaction questionnaires -- 4.2 Interactional analysis -- 5. Conclusions -- References -- Appendix 1. Acronyms and abbreviations -- Appendix 2. Role-play -- Appendix 3. Satisfaction questionnaire for simulated clients -- Appendix 4. Satisfaction questionnaire for service providers -- Chapter 2. Context and pragmatic meaning in telephone interpreting -- 1. Introduction -- 2. Context and the pragmatic construction of meaning -- 3. Community interpreting -- 3.1 Interpreting over the phone and remote interpreting -- 3.2 Training -- 4. Methodology -- 4.1 Object of study and data compilation -- 4.2 Case study and focus groups -- 5. Discussion -- 6. Conclusions -- References -- Section II. Call centres -- Chapter 3. Managing verbal and embodied conduct in telephone-mediated interaction -- 1. Introduction -- 2. Telephone-mediated service encounters -- 3. Managing engagement and actions in telephone-mediated interaction -- 4. Sequence organization, questioning and progressivity -- 5. Methodology -- 5.1 Data -- 5.2 Procedure -- 6. Analysis -- 6.1 Managing verbal and embodied activity simultaneously -- 6.2 Treating verbal and embodied activity as incompatible. 7. Discussion and conclusions -- Acknowledgements -- References -- Appendix A. Conversation analytic transcription conventions -- Chapter 4. Globalizing politeness?: Towards a globalization-sensitive framework of mediated service encounters -- 1. Introduction -- 2. Politeness in call centres -- 3. Data and analytic methods -- 4. Globalizing the language of service encounters: Institutional prescriptions -- 4.1 Active listening -- 4.2 Making the customer feel understood -- 4.3 Avoiding jargon -- 4.4 Signposting -- 4.5 Empathizing -- 4.6 Small talk -- 5. Adopting and resisting globalized prescriptions: employee practices -- 6. Conclusions -- References -- Chapter 5. Navigating commercial constraints in a service call -- 1. Introduction -- 2. Previous research on service calls -- 3. Background and methodological preliminaries -- 4. Analysis -- 4.1 Creating and maintaining ambiguity -- 4.2 Exploring an alternative sales route -- 4.3 Encountering a persistent client -- 4.4 Presenting oneself as knowledgeable -- 5. Concluding remarks -- References -- Chapter 6. Call centre service encounters: Second-language users, conversationalisation, (im)politeness and discursive practices -- 1. Introduction -- 2. Call centre service discourse -- 2.1 Formulaic greetings -- 2.2 Conversationalisation -- 3. Mode of enquiry: Critical discourse analysis -- 4. A pragmatic-discoursal framework -- 4.1 Ideational function -- 4.2 Interpersonal: Seeking acceptance -- 4.3 Textual -- 5. Research interest -- 6. Methodology -- 6.1 Data and participants -- 6.2 Participants -- 6.3 Data collection instrument: The use of interviews -- 7. Results -- 7.1 Findings -- 7.2 Ideational -- 7.3 Interpersonal -- 7.4 Textual -- 8. Discussion -- 8.1 Ideational rejection -- 8.2 Lack of interpersonal identity -- 8.3 Textual formulaicity -- 9. Conclusions -- References Section III. E-service encounters -- Chapter 7. Responding to bargaining moves in a digital era: Refusals of offers on mercado libre-ecuador -- 1. Introduction -- 2. Background -- 2.1 Bargaining and bartering -- 2.2 Offers and refusals of offers -- 3. Some features of ML and the corpus employed -- 4. Results -- 4.1 Head act realization of refusals -- 4.2 Accompanying supportive moves -- 4.3 Discussion -- 5. Conclusions -- References -- Chapter 8. Intensification in online consumer reviews: Insights from Chinese -- 1. Introduction -- 2. Online consumer reviews -- 3. Intensification -- 4. Data sample and data analysis -- 5. Findings -- 5.1 Intensification strategies -- 5.2 Intensification across rating valence -- 6. Discussion -- 7. Conclusions -- References -- Chapter 9. Relational practices on commercial Facebook wall interactions -- 1. Introduction -- 2. Mediated service encounters -- 3. Methodology -- 3.1 Data -- 3.2 Framework and procedure -- 4. Results and discussion -- 4.1 Quantitative analysis: Consumer alignments -- 4.2 Qualitative analysis of relational practices -- 5. Conclusions -- References -- Index
