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Openings

Rosina Márquez Reiter

in Mediated Business Interactions: Intercultural Communication Between Speakers of Spanish

Published in print:
2011
Published Online:
March 2012
ISBN:
9780748637201
eISBN:
9780748651559
Item type:
chapter
Publisher:
Edinburgh University Press
DOI:
10.3366/edinburgh/9780748637201.003.0003
Subject:
Linguistics, English Language

This chapter provides an analysis of the sequences found in the openings of the inbound and outbound calls, using Zimmerman's (1984, 1992) model as a point of departure. The calls in question are ... More


“How May I Help You?”: Questions, Control, and Customer Care in Telephone Call Center Talk

Anna Kristina Hultgren and Deborah Cameron

in Why Do You Ask?: The Function of Questions in Institutional Discourse

Published in print:
2009
Published Online:
February 2010
ISBN:
9780195306897
eISBN:
9780199867943
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780195306897.003.0015
Subject:
Linguistics, Sociolinguistics / Anthropological Linguistics

This chapter, written by Ann Kristina Hultgren and Deborah Cameron, is concerned with questions in telephone interactions between customers and service personnel (“agents”) in a Scottish call center ... More


The Negotiation of the Business Exchange

Rosina Márquez Reiter

in Mediated Business Interactions: Intercultural Communication Between Speakers of Spanish

Published in print:
2011
Published Online:
March 2012
ISBN:
9780748637201
eISBN:
9780748651559
Item type:
chapter
Publisher:
Edinburgh University Press
DOI:
10.3366/edinburgh/9780748637201.003.0004
Subject:
Linguistics, English Language

Chapter 3 examined the ways in which the relationship between the conversational participants is (re-)established at the onset of the calls. This was done by analysing the opening sequences of the ... More


Closings

Rosina Márquez Reiter

in Mediated Business Interactions: Intercultural Communication Between Speakers of Spanish

Published in print:
2011
Published Online:
March 2012
ISBN:
9780748637201
eISBN:
9780748651559
Item type:
chapter
Publisher:
Edinburgh University Press
DOI:
10.3366/edinburgh/9780748637201.003.0005
Subject:
Linguistics, English Language

This chapter examines the sequences found in the closings of the inbound and outbound calls. It draws on Button's (1987) taxonomy of the English archetype closing, given that these calls were ... More


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