Show simple item record

dc.contributor.authorEdmonds, David M.
dc.contributor.authorWeatherall, Ann
dc.date.accessioned2023-03-09T11:21:11Z
dc.date.available2023-03-09T11:21:11Z
dc.date.issued2019-12-31
dc.identifier.citationEdmonds DM, Weatherall A (2019) 'Managing verbal and embodied conduct in telephone-mediated service encounters', in Garcés-Conejos Blitvich P, Fernández-Amaya L, cde la O Hernández-López M (ed(s).). Technology Mediated Service Encounters, John Benjamins Publishing Companyen_US
dc.identifier.isbn9789027202123
dc.identifier.isbn9789027262998
dc.identifier.doi10.1075/pbns.300.03mat
dc.identifier.urihttp://hdl.handle.net/10547/625682
dc.description.abstractIn telephone-mediated service encounters, there are limits on how parties interact with one another. Speakers are restricted to only verbal (what they say) and aural (what they hear) means of communication. Therefore, a practical problem at the heart of such interactions is how speakers manage embodied conduct, given that they can only hear -rather than see the other person. We investigated how verbal and embodied conduct were managed in a corpus of 63 calls to a New Zealand helpline service where callers (complainants) interact with conciliators (institutional representatives) to complain about, and attempt to resolve disputes with their electricity and gas providers. Using conversation analysis, we document two ways that callers could manage verbal and embodied conduct in a particular type of sequence in these calls.en_US
dc.language.isoenen_US
dc.publisherJohn Benjamins Publishing Companyen_US
dc.relation.urlhttps://benjamins.com/catalog/pbns.300.03maten_US
dc.subjecttemporary interactional exitsen_US
dc.subjecttelephone-mediated interactionen_US
dc.subjectembodied conducten_US
dc.subjectmulti-activityen_US
dc.subjectSubject Categories::Q150 Psycholinguisticsen_US
dc.titleManaging verbal and embodied conduct in telephone-mediated service encountersen_US
dc.title.alternativeTechnology Mediated Service Encountersen_US
dc.typeBook chapteren_US
dc.date.updated2023-03-09T11:13:45Z
dc.description.noteexact pub date not known


This item appears in the following Collection(s)

Show simple item record