Technology mediated service encounters / edited by Pilar Garcés-Conejos Blitvich, Lucía Fernández-Amaya, María de la O Hernández-López.

Format:

Book

Contributor:

Garcés-Conejos Blitvich, Pilar, 1960- editor.

Fernández-Amaya, Lucia, editor.

De la O Hernandez-Lopez, Maria, editor.

Series:

Pragmatics & beyond ; new ser., 300.

Pragmatics & beyond new series (P&BNS) ; volume 300

Language:

English

Subjects (All):

Business communication.

Intercultural communication.

Customer relations.

Communication in marketing.

Physical Description:

vi, 247 pages ; 25 cm.

Place of Publication:

Amsterdam ; Philadelphia : John Benjamins Publishing Company, [2019]

Summary:

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.

Contents:

Acknowledgements

List of tables

List of figures

An introduction to technology mediated service encounters / Pilar Garcés-Conejos Blitvich, Lucía Fernández-Amaya and María de la O Hernández-López

1. Language discordance and technological facilitation in health care service encounters: A contrastive experiment / July De Wilde, Ellen Van Praet and Yves Van Vaerenbergh

2. Context and pragmatic meaning in telephone interpreting / Raquel Lázaro Gutiérrez and Gabriel Cabrera Méndez

3. Managing verbal and embodied conduct in telephone-mediated interaction / David Matthew Edmonds and Ann Weatherall

4. Globalizing politeness? Towards a globalization-sensitive framework of mediated service encounters / Anna Kristina Hultgren

5. Navigating commercial constraints in a service call / Rosina Márquez Reiter

6. Call centre service encounters: Second-language users, conversationalisation, (im)politeness and discursive practices / Gerrard Mugford

7. Responding to bargaining moves in a digital era: Refusals of offers on Mercado Libre-Ecuador / María Elena Placencia

8. Intensification in online consumer reviews: Insights from Chinese / Wei Ren

9. Relational practices on commercial Facebook wall interactions / Patricia Bou-Franch.

Notes:

Includes bibliographical references and index.

Other Format:

Online version: Technology mediated service encounters

ISBN:

9789027202123

9027202125

OCLC:

1053904175