Mediated business interactions: intercultural communication between speakers of Spanish
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Edinburgh
Edinburgh Univ. Press
2011
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| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | vi, 200 S. |
| ISBN: | 9780748637201 0748637206 |
Internformat
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Datensatz im Suchindex
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|---|---|
| adam_text | Titel: Mediated business interactions
Autor: Márquez-Reiter, Rosina
Jahr: 2011
Contents
Acknowledgements vii
List of Figures viii
Chapter 1 Introduction 1
1.1 Mediated business (interaction 1
1.2 Service encounters over the phone 3
1.3 Call centres and intercultural communication 5
1.4 On the ordinary-institutional continuum 8
1.5 Why openings and closings? 9
1.6 Previous research on openings and closings in institutional
calls 13
Chapter 2 Methodology 22
2.1 Background to the research 22
2.2 Data and ethics 25
2.3 Documentary analysis 30
2.4 Non-participant observation 31
2.5 Interviews 33
2.6 Telephone conversations 35
2.7 Analytic perspective 36
Chapter 3 Openings 39
3.1 Introduction 39
3.2 Inbound calls 39
3.2.1 In-house rules for opening inbound calls 39
3.2.2 Opening sequences of inbound calls 44
3.3 Outbound calls 58
3.3.1 In-house rules for opening outbound calls 58
3.3.2 Opening sequences in outbound calls 62
3.4 Some concluding comments 77
vi Contents
Chapter 4 The Negotiation of the Business Exchange 80
4.1 Introduction 80
4.2 The middles of inbound calls: fabricated ignorance 82
4.3 The middles of outbound calls 104
4.3.1 In-house rules for placing outbound calls 106
4.3.2 First-attempt calls: camouflaging 110
4.4 Follow-up calls: honouring arrangements 126
4.5 Some concluding comments 132
Chapter 5 Closings 136
5.1 Introduction 136
5.2 In-house rules for closing calls 136
5.3 Practices for closing Spanish service calls 139
5.3.1 Arrangements 139
5.3.2 Summarised upshot of the conversation topic 145
5.3.3 Prior turn repetition 147
5.3.4 Reiteration of the prior turn 148
5.3.5 Reasons for the call 150
5.4 Foreshortened and extended closings 151
5.4.1 Foreshortened closings 151
5.4.2 Extended closings 153
5.5 Some concluding comments 157
Chapter 6 Some Final Reflections: Towards an Understanding of
Intercultural Communication in Spanish 164
6.1 Introduction 164
6.2 Mediated intercultural communication across Spanishes 166
6.2.1 On ambivalent si and unequivocal no 170
6.2.2 Hiding behind the name of difference 178
6.3 Some final reflections 185
Appendix: Transcription Conventions 188
References 189
Index 196
|
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| title | Mediated business interactions intercultural communication between speakers of Spanish |
| title_auth | Mediated business interactions intercultural communication between speakers of Spanish |
| title_exact_search | Mediated business interactions intercultural communication between speakers of Spanish |
| title_full | Mediated business interactions intercultural communication between speakers of Spanish Rosina Márquez Reiter |
| title_fullStr | Mediated business interactions intercultural communication between speakers of Spanish Rosina Márquez Reiter |
| title_full_unstemmed | Mediated business interactions intercultural communication between speakers of Spanish Rosina Márquez Reiter |
| title_short | Mediated business interactions |
| title_sort | mediated business interactions intercultural communication between speakers of spanish |
| title_sub | intercultural communication between speakers of Spanish |
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