(Im)politeness at a Slovenian Call Centre : A Cross-Media Examination

• Record Nr.: UNINA9910746970203321
• Autore: Orthaber Sara
• Pubbl/distr/stampa: Cham : , : Springer International Publishing AG, , 2023; ©2023
• ISBN: 3-031-43320-3
• Edizione: [1st ed.]
• Descrizione fisica: 1 online resource (0 pages)
• Collana: Advances in (Im)politeness Studies
• Lingua di pubblicazione: Inglese
• Formato: Materiale a stampa
• Livello bibliografico: Monografia
• Nota di contenuto: Intro -- Acknowledgments -- Contents -- Abbreviations -- List of Figures -- List of Tables -- 1 Introduction -- 1.1 Why Service Encounters? -- 1.2 The Scope of This Book -- 1.3 The Research Questions -- 1.4 Transcription Conventions -- 1.5 The Structure of the Book -- References -- 2 On (Im)politeness -- 2.1 Politeness -- 2.1.1 Goffman's Conceptualisation of Face and First-Wave Approaches to Politeness -- 2.1.2 Second-Wave Approaches to (Im)politeness -- 2.1.3 Current Trends in (Im)politeness Research -- 2.2 Impoliteness -- 2.2.1 Impoliteness and Intentionality -- 2.2.2 Impoliteness and Emotions -- 2.2.3 Types of Impoliteness -- 2.3 Towards a Definition of (Im)politeness -- 2.3.1 The View on Face and (Im)politeness Taken in This Book -- 2.4 The Call Centre Community of Practice -- 2.4.1 Professional Face -- 2.5 Summary -- References -- 3 Technologically Mediated Interaction -- 3.1 Technologically Mediated Communication -- 3.2 Affordances and Constraints of Telephone Interaction -- 3.3 Affordances and Constraints of Email Interaction -- 3.4 Affordances and Constraints of Facebook -- 3.5 Service Encounter as Activity Type -- 3.6 Summary -- References -- 4 Structure of the Study and Methodology -- 4.1 On Slovenian Railways -- 4.1.1 Passenger Transport -- 4.1.2 Towards Modernisation of Passenger Services? -- 4.2 Data Collection and Research Ethics -- 4.2.1 Ethical Considerations -- 4.3 The Data -- 4.3.1 General Inquiries -- 4.3.2 Request Emails -- 4.3.3 Complaint Calls -- 4.3.4 Facebook Complaints -- 4.4 Limitations -- References -- 5 Routine Calls for Information ; and Request Emails -- 5.1 Routine Calls for Information -- 5.1.1 Previous Studies on Calls for Information -- 5.1.2 Calls for Information as Institutional Talk -- 5.1.3 (Im)politeness and Preference Organisation -- 5.1.4 Orders of Interaction in Calls for Information -- 5.1.5 Call Openings.; 5.1.6 The Opening Request and the Middles of Calls for Information -- 5.1.7 Call Closings -- 5.2 Request Emails -- 5.2.1 Previous Studies on Request Emails -- 5.2.2 Orders of Interaction in Request Emails and Responses -- 5.2.3 Email Openings -- 5.2.4 Requests and Responses -- 5.2.5 Email Closings -- 5.3 Summary -- References -- 6 Non-routine Calls for Information and Request Emails -- 6.1 Non-routine Calls for Information -- 6.1.1 Repair -- 6.1.2 Challenging the Asymmetry of Participation -- 6.1.3 Challenging the Asymmetry of Knowledge -- 6.1.4 Disattending -- 6.2 Non-routine Request Emails -- 6.2.1 Loss of Intersubjectivity -- 6.2.2 Paralinguistic and Prosodic Cues -- 6.2.3 Challenging Epistemic Authority -- 6.2.4 Challenging the Asymmetry of Participation -- 6.3 Summary -- References -- 7 Complaint Calls and Facebook Complaints -- 7.1 Complaint Calls -- 7.1.1 Previous Studies on Complaints in Institutional Settings -- 7.1.2 The Face-Threatening Nature of Complaint Calls -- 7.1.3 Complaint Openings -- 7.1.4 Unfolding of Complaints -- 7.1.5 Termination of Complaint Calls -- 7.2 Facebook Complaints -- 7.2.1 Company Facebook Page -- 7.2.2 Previous Studies on Face and (Im)politeness in Online Interactions -- 7.2.3 Characteristics of Online Complaints -- 7.2.4 Disattending -- 7.2.5 Denial -- 7.2.6 Flaming -- 7.2.7 Implicational Impoliteness -- 7.3 Summary -- References -- 8 Conclusions -- 8.1 Contributions to the Field -- 8.2 Directions for Future Research -- References.