The language of service encounters: a pragmatic-discursive approach
"Service encounters are ubiquitous in social interaction. We buy food and everyday items in supermarkets, convenience stores, or markets; we purchase merchandise in department stores; or we request information at a visitor information center. This book offers a comprehensive account of service...
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Cambridge
Cambridge Univ. Press
2015
|
| Ausgabe: | 1. publ. |
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Zusammenfassung: | "Service encounters are ubiquitous in social interaction. We buy food and everyday items in supermarkets, convenience stores, or markets; we purchase merchandise in department stores; or we request information at a visitor information center. This book offers a comprehensive account of service encounters in commercial and non-commercial settings. Grounded in naturally occurring face-to-face interactions and drawing on a pragmatic-discursive approach, J. Cesar Felix-Brasdefer sets out a framework for the analysis of transactional and relational talk in various contexts in the United States and Mexico. This book investigates cross-cultural and intra-lingual pragmatic variation during the negotiation of service. The author provides a broad review of research on service encounters to date, and analyzes characteristics of sales transactions, such as participants' roles, pragmatic and discourse functions of relational talk and address forms, the realization of politeness, and changes in alignment from transactional to relational talk".. |
| Beschreibung: | XVII, 276 S. Ill., Kt. |
| ISBN: | 9781107035829 |
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Datensatz im Suchindex
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| adam_text | The Language of Service
Encounters
A Pragmatic-Discursive Approach
J Cesar Felix-Brasdefer
Indiana University, USA
HI CAMBRIDGE
UNIVERSITY PRESS
Contents
List of figures page x
List of tables xi
Transcription conventions xii
Preface xv
Introduction 1
The field of study 2
Background notions: language use, social action, and context 6
Data collection procedures and settings 14
Structure of the book 20
1 Approaches to service encounters: a pragmatic-discursive analysis
of social action 23
1 1 Introduction 23
1 2 Discourse and discourse types 23
121 Institutional discourse 25
1 3 Approaches to service encounters 26
131 Speech Act Theory: a performative-intentional perspective 27
132 Conversation Analysis: a micro-analytic talk-in-interaction perspective 28
133 Systemic Functional Linguistics: a sociitl-semiotic and genre perspective 31
134 Comprehensive discourse analysis: a doctor-patient discourse perspective 32
135 Interactional Sociolinguistics: an inferential approach to situated
communicative practices 32
136 Discourse coherence: a discourse-analytic approach to language use
in context 33
137 Joint activity in face-to-face conversation: joint actions in language use 34
138 Multimodal Discourse Analysis: a verbal and non-verbal modal perspective 35
139 Variational Pragmatics: intra-lingual variation in varieties of a language 35
1 3 10 Critical Discourse Analysis: analyzing service in media discourse 36
1 3 11 Computer-Mediated Discourse: negotiating e-service encounters 37
1 3 12 Discourse approaches to the analysis of face and (im)politeness 38
14A pragmatic-discursive approach to service encounters 40
141 Social action in face-to-face interaction 40
142 Setting 41
143 Changes of frame and footing 41
144 Service encounters in context 42
145 Variation in service encounters 42
vii
VIII Contents
146 Integrative model of discourse for the analysis of service encounters 43
1 5 Conclusion 48
2 Service encounters in commercial and non-commercial settings 49
2 1 Introduction 49
2 2 Defining service encounters 50
2 3 On the symmetric-asymmetric nature of service encounters 55
24A classification of service encounters 56
2 5 Commercial and non-commercial service encounters 60
251 Organizational structure of service encounters 71
252 Cross-cultural service encounters 73
253 Service encounters in small shops 74
254 Service encounters in non-commercial (or service) settings 76
255 Service encounters in multilingual contexts 77
256 Service encounters in intercultural and learning contexts 78
257 Politeness and macro-social variables 78
2 6 The scope of service encounters in this book 79
2 7 Conclusion 81
3 Cross-cultural service encounters: negotiating service in
the United States and Mexico 82
3 1 Introduction 82
3 2 Cross-cultural pragmatic variation in the United States and Mexico 83
3 3 Setting and data collection procedures 84
3 4 Negotiating service in cross-cultural servicv encounters 85
341 Opening the interaction 85
342 Pragmalinguistic variation in the request for service 93
343 Request-response sequence 100
344 Closing the interaction 107
345 Organizational level 112
3 5 Conclusion 114
4 Intra-lingual pragmatic variation in service encounters 116
4 1 Introduction 116
4 2 Intra-lingual pragmatic variation in US supermarket delicatessens 117
421 Setting and data collection procedures 117
422 Opening the interaction 118
423 Pragmalinguistic variation in the reciuest for service 119
424 Request-response sequence 124
4 3 Intra-lingual pragmatic variation in Mexican small shops 127
431 Setting and data collection procedures 127
432 Opening the interaction 128
433 Pragmalinguistic variation in the request for service 130
434 Request-response sequence and closing 134
4 4 Conclusion 140
5 Negotiating service in Mexican markets 141
5 1 Introduction 141
5 2 Defining market service encounters 142
5 3 Setting and data collection procedures 143
Contents ix
5 4 Negotiating service in a Mexican market 145
541 Making a request for service 147
542 Opening and closing market sales transactions 153
543 Request-response sequence 155
544 Bargaining sequence 158
5 5 Conclusion 161
6 Intracultural service encounters at a US visitor information center 163
6 1 Introduction 163
6 2 Defining intracultural service encounters 164
6 3 Setting and data collection procedures 164
6 4 Interactional resources during the negotiation of service 166
641 Opening the interaction 167
642 Pragmalinguistic variation in the request for information 168
643 Negotiation of the request for service 171
644 Dispreferred responses in service encounters 173
645 Prosodic analysis of requests for service 176
6 5 Conclusion 181
7 Relational talk and the negotiation of face in service encounters 182
7 1 Introduction 182
7 2 Defining relational talk 183
7 3 Relational talk in supermarket delicatessens 185
731 Greetings and thank-you exchanges 185
732 Small talk and shifts of alignment 187
733 Shifting interactional roles in customer dissatisfaction 192
7 4 Relational talk at a US visitor information center 197
7 5 Conclusion 202
8 Forms of address and politeness in service encounters 204
8 1 Introduction 204
8 2 Defining forms of address 205
8 3 Forms of address in supermarket delicatessens 207
831 Variation in use of pronominal forms 208
832 Pragmatic variation in use of vocatives 209
8 4 Forms of address in Mexican market sales transactions 212
841 Variation in use of pronominal forms 212
842 Pragmatic variation in use of vocatives 214
8 5 Pragmatic variation in pronominal use 219
8 6 Conclusion 225
9 Conclusions 227
The dynamic process of service encounters 228
Pragmatic/Discourse variation and the pragmatic variable 233
Formulaic language use in service encounters 235
Methodological issues 236
Future directions 238
Appendix 240
References 256
Index 274
|
| any_adam_object | 1 |
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| discipline | Sprachwissenschaft Soziologie Literaturwissenschaft |
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| spelling | Félix-Brasdefer, Julio César Verfasser (DE-588)136024408 aut The language of service encounters a pragmatic-discursive approach J. César Félix-Brasdefer 1. publ. Cambridge Cambridge Univ. Press 2015 XVII, 276 S. Ill., Kt. txt rdacontent n rdamedia nc rdacarrier "Service encounters are ubiquitous in social interaction. We buy food and everyday items in supermarkets, convenience stores, or markets; we purchase merchandise in department stores; or we request information at a visitor information center. This book offers a comprehensive account of service encounters in commercial and non-commercial settings. Grounded in naturally occurring face-to-face interactions and drawing on a pragmatic-discursive approach, J. Cesar Felix-Brasdefer sets out a framework for the analysis of transactional and relational talk in various contexts in the United States and Mexico. This book investigates cross-cultural and intra-lingual pragmatic variation during the negotiation of service. The author provides a broad review of research on service encounters to date, and analyzes characteristics of sales transactions, such as participants' roles, pragmatic and discourse functions of relational talk and address forms, the realization of politeness, and changes in alignment from transactional to relational talk".. LANGUAGE ARTS & DISCIPLINES / Linguistics / General bisacsh Linguistik Sprache Language and languages Economic aspects Sociolinguistics Mexico Sociolinguistics United States Language and culture Mexico Language and culture United States Communication, International LANGUAGE ARTS & DISCIPLINES / Linguistics / General Kunde (DE-588)4114330-9 gnd rswk-swf Kommunikation (DE-588)4031883-7 gnd rswk-swf Unternehmen (DE-588)4061963-1 gnd rswk-swf Dienstleistung (DE-588)4012178-1 gnd rswk-swf Interaktion (DE-588)4027266-7 gnd rswk-swf Mexiko USA Unternehmen (DE-588)4061963-1 s Kunde (DE-588)4114330-9 s Interaktion (DE-588)4027266-7 s Dienstleistung (DE-588)4012178-1 s Kommunikation (DE-588)4031883-7 s DE-604 HEBIS Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=028004726&sequence=000004&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Félix-Brasdefer, Julio César The language of service encounters a pragmatic-discursive approach LANGUAGE ARTS & DISCIPLINES / Linguistics / General bisacsh Linguistik Sprache Language and languages Economic aspects Sociolinguistics Mexico Sociolinguistics United States Language and culture Mexico Language and culture United States Communication, International LANGUAGE ARTS & DISCIPLINES / Linguistics / General Kunde (DE-588)4114330-9 gnd Kommunikation (DE-588)4031883-7 gnd Unternehmen (DE-588)4061963-1 gnd Dienstleistung (DE-588)4012178-1 gnd Interaktion (DE-588)4027266-7 gnd |
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| title | The language of service encounters a pragmatic-discursive approach |
| title_auth | The language of service encounters a pragmatic-discursive approach |
| title_exact_search | The language of service encounters a pragmatic-discursive approach |
| title_full | The language of service encounters a pragmatic-discursive approach J. César Félix-Brasdefer |
| title_fullStr | The language of service encounters a pragmatic-discursive approach J. César Félix-Brasdefer |
| title_full_unstemmed | The language of service encounters a pragmatic-discursive approach J. César Félix-Brasdefer |
| title_short | The language of service encounters |
| title_sort | the language of service encounters a pragmatic discursive approach |
| title_sub | a pragmatic-discursive approach |
| topic | LANGUAGE ARTS & DISCIPLINES / Linguistics / General bisacsh Linguistik Sprache Language and languages Economic aspects Sociolinguistics Mexico Sociolinguistics United States Language and culture Mexico Language and culture United States Communication, International LANGUAGE ARTS & DISCIPLINES / Linguistics / General Kunde (DE-588)4114330-9 gnd Kommunikation (DE-588)4031883-7 gnd Unternehmen (DE-588)4061963-1 gnd Dienstleistung (DE-588)4012178-1 gnd Interaktion (DE-588)4027266-7 gnd |
| topic_facet | LANGUAGE ARTS & DISCIPLINES / Linguistics / General Linguistik Sprache Language and languages Economic aspects Sociolinguistics Mexico Sociolinguistics United States Language and culture Mexico Language and culture United States Communication, International Kunde Kommunikation Unternehmen Dienstleistung Interaktion Mexiko USA |
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