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A Multidisciplinary Approach to Service Encounters

Author: María de la O Hernández-López

Publisher: BRILL

Published: 2015-05-19

Total Pages: 267

ISBN-13: 9004260161

In A Multidisciplinary Approach to Service Encounters, María de la O Hernández-López and Lucía Fernández-Amaya have joined marketing researchers and linguists to provide the tools to understand consumers’ communication in different professional settings. Service encounters have been widely studied due to the fact that the communicative exchange between the customer and the server is essential for the success of the service encounter itself. In this volume, the role of language, linguistics and communication is examined in an area of research that has traditionally been related to business and marketing. This is achieved through the presentation of works from a variety of perspectives that may help to advance in this particular context and also contribute to improving communication in service encounters.

Technology Mediated Service Encounters

Author: Pilar Garcés-Conejos Blitvich

Publisher: John Benjamins Publishing Company

Published: 2019-01-10

Total Pages: 261

ISBN-13: 9027262993

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The chapters in this collection, authored by renowned scholars, address a gap in the literature by focusing on the consequences that outsourcing, among other globalized economic practices, and remediation by new technologies have had on the service encounters genre (SE). From both a multilingual and a multidisciplinary perspective, this collection explores the development of technological applications and professional best practices as well as call centre interaction, e-commerce, and e-word of mouth. More specifically, the papers in this volume report on technology developed to support SEs and how this technology influences service providers and their allowable linguistic contributions. Further, this collection provides valuable insights on the language and strategic behaviour deployed in less researched kinds of SEs, gives special attention to how technology impacts the interface between the transactional and interactional goals of SEs, and thus has real world applications.

The Routledge Handbook of Language in the Workplace

Author: Bernadette Vine

Publisher: Routledge

Published: 2017-08-09

Total Pages: 601

ISBN-13: 1317425804

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The Routledge Handbook of Language in the Workplace provides a comprehensive survey of linguistic research on language in the workplace written by top scholars in the field from around the world. The Handbook covers theoretical and methodological approaches, explores research in different types of workplace settings, and examines some key areas of workplace talk that have been investigated by workplace researchers. Issues of identity have become a major focus in recent workplace research and the Handbook highlights some core issues of relevance in this area, such as gender, leadership, and intercultural communication. As the field has developed, applications of workplace research for both native and non-native speakers have emerged. Insights can inform and improve input from practitioners training workers in a range of fields and across a variety of contexts, and the Handbook foregrounds some of the ways workplace research can do this. This is an invaluable resource for researchers and graduate students interested in learning more about workplace discourse.

Encounters at the Counter

Author: Barbara Fox

Publisher: Cambridge University Press

Published: 2023-01-31

Total Pages: 297

ISBN-13: 1009216031

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Bringing together a diverse collection of studies from a team of international scholars, this pioneering volume focuses on interactions in shops, exploring the dynamics of conversation between sellers and customers. Beginning with the emergence of a 'need' for a product before the request to a seller is actually made, all the way through to the payment phase, it explores the rich and deeply methodical practices employed by customers and sellers as they go about the apparently mundane work of buying and selling small items. It looks at how seller and customer interact both verbally, and by means of manipulating the material objects involved, across a range of different kinds of purchase. Providing new insights into multimodal human interaction and the organisation of the commercial activity, it aims to bring about a new understanding of the fundamental ways in which economic value, possession and ownership is achieved.

The Palgrave Handbook of Linguistic (Im)politeness

Author: Jonathan Culpeper

Publisher: Springer

Published: 2017-05-11

Total Pages: 824

ISBN-13: 1137375086

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This handbook comprehensively examines social interaction by providing a critical overview of the field of linguistic politeness and impoliteness. Authored by over forty leading scholars, it offers a diverse and multidisciplinary approach to a vast array of themes that are vital to the study of interpersonal communication. The chapters explore the use of (im)politeness in specific contexts as well as wider developments, and variations across cultures and contexts in understandings of key concepts (such as power, emotion, identity and ideology). Within each chapter, the authors select a topic and offer a critical commentary on the key linguistic concepts associated with it, supporting their assertions with case studies that enable the reader to consider the practicalities of (im)politeness studies. This volume will be of interest to students and scholars of linguistics, particularly those concerned with pragmatics, sociolinguistics and interpersonal communication. Its multidisciplinary nature means that it is also relevant to researchers across the social sciences and humanities, particularly those working in sociology, psychology and history.

The Cambridge Handbook of Sociopragmatics

Author: Michael Haugh

Publisher: Cambridge University Press

Published: 2021-04-22

Total Pages: 1009

ISBN-13: 1108957390

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Sociopragmatics is a rapidly growing field and this is the first ever handbook dedicated to this exciting area of study. Bringing together an international team of leading editors and contributors, it provides a comprehensive, cutting-edge overview of the key concepts, topics, settings and methodologies involved in sociopragmatic research. The chapters are organised in a systematic fashion, and span a wide range of theoretical research on how language communicates multiple meanings in context, how it influences our daily interactions and relationships with others, and how it helps construct our social worlds. Providing insight into a fascinating array of phenomena and novel research directions, the Handbook is not only relevant to experts of pragmatics but to any reader with an interest in language and its use in different contexts, including researchers in sociology, anthropology and communication, and students of applied linguistics and related areas, as well as professional practitioners in communication research.

Approaches to Internet Pragmatics

Author: Chaoqun Xie

Publisher: John Benjamins Publishing Company

Published: 2021-04-15

Total Pages: 358

ISBN-13: 9027260354

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Internet-mediated communication is pervasive nowadays, in an age in which many people shy away from physical settings and often rely, instead, on social media and messaging apps for their everyday communicative needs. Since pragmatics deals with communication in context and how more gets communicated than is said (or typed), applications of this linguistic perspective to internet communication, under the umbrella label of internet pragmatics, are not only welcome, but necessary. The volume covers straightforward applications of pragmatic phenomena to internet interactions, as happens with speech acts and contextualization, and internet-specific kinds of communication such as the one taking place on WhatsApp, WeChat and Twitter. This collection also addresses the role of emoticons and emoji in typed-text dialogues and the importance of “physical place” in internet interactions (exhibiting an interplay of online-offline environments), as is the case in the role of place in locative media and in broader place-related communication, as in migration.

The Language of Service Encounters

Author: J. César Félix-Brasdefer

Publisher: Cambridge University Press

Published: 2015-04-30

Total Pages: 295

ISBN-13: 1107035821

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A comprehensive account of face-to-face interactions in commercial and non-commercial service encounter settings.

Proceedings of the 11th Toulon-Verona International Conference on Quality in Services

Author: Rocco Moliterni

Publisher: Firenze University Press

Published: 2008

Total Pages: 889

ISBN-13: 8884538556

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The Toulon-Verona Conference was founded in 1998 by prof. Claudio Baccarani of the University of Verona, Italy, and prof. Michel Weill of the University of Toulon, France. It has been organized each year in a different place in Europe in cooperation with a host university (Toulon 1998, Verona 1999, Derby 2000, Mons 2001, Lisbon 2002, Oviedo 2003, Toulon 2004, Palermo 2005, Paisley 2006, Thessaloniki 2007, Florence, 2008). Originally focusing on higher education institutions, the research themes have over the years been extended to the health sector, local government, tourism, logistics, banking services. Around a hundred delegates from about twenty different countries participate each year and nearly one thousand research papers have been published over the last ten years, making of the conference one of the major events in the field of quality in services.

Address Variation in Sociocultural Context

Author: Agnese Bresin

Publisher: John Benjamins Publishing Company

Published: 2021-02-15

Total Pages: 314

ISBN-13: 9027260303

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This study looks at the sociocultural context of five Italian regions and at the situational context of restaurant encounters (a sub-type of service encounters) to examine address variation in spoken Italian—with a focus on singular address pronouns tu, voi and lei. It offers a thorough examination of distance and power dynamics between waiters and customers in a wide range of restaurant types. This book marks the introduction of Italian to the field of regional pragmatic variation and it will be of interest to linguists, Italianists and researchers more broadly working on service encounters. The author offers a new dimension to the understanding of social interaction and language use in contemporary Italy, uncovering cultural and linguistic differences between even adjacent geographical areas within a modern European nation state.