Business and Service Telephone Conversations - An Investigation of British English, German and Italian Encounters

Informationen zum Autor Cecilia Varcasia is a Research Fellow at the Language Study Unit of the Free University of Bozen-Bolzano, Italy. Her research focuses on multilingual communication, discourse and conversation analysis, cross-cultural pragmatics, corpus linguistics and language testing. She has edited Becoming Multilingual (2011), and co-edited Corpora, Discourse & Style (2009). Klappentext This book considers the sequential deployment of the receiver's response to the caller's request in telephone service encounters between native speakers in the U.K, Germany and Italy analysing the different response formats and their grammatical configuration. Zusammenfassung This book considers the sequential deployment of the receiver's response to the caller's request in telephone service encounters between native speakers in the U.K! Germany and Italy analysing the different response formats and their grammatical configuration. Inhaltsverzeichnis List of Tables and Figures Glossary Transcription Conventions System Introduction 1. Theoretical Framework 2. Data and Methodology 3. Simple Response Format to the Request 4. Response Plus Extension 5. Insertion Sequence Followed by the Response 6. The Caller Leads the Conversation 7. The Different Response Formats at One Glance 8. Service Encounters and Call Centre Training Implications 9. Conclusions and Implications References Appendix

List of contents

List of Tables and Figures Glossary Transcription Conventions System Introduction 1. Theoretical Framework 2. Data and Methodology 3. Simple Response Format to the Request 4. Response Plus Extension 5. Insertion Sequence Followed by the Response 6. The Caller Leads the Conversation 7. The Different Response Formats at One Glance 8. Service Encounters and Call Centre Training Implications 9. Conclusions and Implications References Appendix

Product details

• Authors: C. Varcasia, Cecilia Varcasia
• Publisher: Palgrave UK
• Languages: English
• Product format: Paperback / Softback
• Released: 14.01.2014
• EAN: 9781349449194
• ISBN: 978-1-349-44919-4
• No. of pages: 190
• Subjects: Humanities, art, music > Linguistics and literary studies > General and comparative linguistics; Social sciences, law, business > Media, communication > General, dictionaries; Sprachwissenschaft, Linguistik, B, Literature, Linguistics, Discourse Analysis, Communication, Vergleichende Literaturwissenschaft, Sociolinguistics, Translation & interpretation, Media and Communication, Communication Studies, Literature—Translations, Translation Studies, Palgrave Language & Linguistics Collection, Semantics, discourse analysis, stylistics