Complaints and impoliteness in service encounters: a mixed method analysis
Saved in:
| Main Authors: | , |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
München
LINCOM GmbH
2016
|
| Series: | LINCOM studies in pragmatics
30 |
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | iv, 270 Seiten |
| ISBN: | 9783862887101 |
Staff View
MARC
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Record in the Search Index
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| adam_text | TABLE OF CONTENTS
CHAPTER 1: INTRODUCTION 1
1.1. GENERAL OBJECTIVES 1
1.2. CONFLICT MANAGEMENT IN SERVICE ENCOUNTERS 6
1.3. MIXED METHOD RESEARCH 8
1.3.1. QUANTITATIVE ANALYSIS 9
1.3.2. QUALITATIVE ANALYSIS 11
1.3.3. TRIANGULATION 14
1.4. COMBINING DATA COLLECTION METHODS 18
1.5. RESEARCH QUESTIONS 21
1.6. CHAPTER OUTLINE 24
CHAPTER 2: CONFLICT AND COMPLAINTS 27
2.1. COMPLAINING AS A SUBSTRATEGY OF CONFLICT TALK 27
2.2. COMPLAINTS IN SERVICE ENCOUNTERS 29
2.3. CONCEPTS OF COMPLAINTS 31
2.3.1. WORD MEANING AND RELATED CONCEPTS 31
2.3.2. DEFINING COMPLAINTS 33
2.3.3. COMPLAINTS: FUNCTIONS, OBJECTIVES, AND STRUCTURE 37
2.4. PREVIOUS RESEARCH ON COMPLAINTS 40
2.4.1. STUDIES ON COMPLAINTS BY NATIVE SPEAKERS 41
2.4.2. STUDIES ON COMPLAINTS BY NONNATIVE SPEAKERS 42
2.4.3. RESEARCH ON COMPLAINTS IN SERVICE ENCOUNTERS 43
CHAPTER 3: THEORETICAL FRAMEWORK 47
3.1. POLITENESS
47
3.1.1. GENERAL DEFINITION 47
3.1.2. CONVERSATIONAL PRINCIPLES AND MAXIMS 52
3.1.3. FACE 56
3.1.4. NORMS AND APPROPRIATENESS 64
3.2. IMPOLITENESS 66
3.3. POWER 70
3.4. FRAMES 75
3.5. GOALS 78
3.6. EMOTION 81
CHAPTER 4: CORPUS AND DATA ELICITATION METHODS 87
4.1. PREAMBLE 87
4.2. DISCOURSE COMPLETION TASKS (DCTS) 66
4.3. FLY-ON-THE-WALL DOCUMENTARIES OR DOCUSOAPS 90
4.4. TELEPHONE CONVERSATIONS 97
4.5. ROLE PLAYS 99
4.5.1. ROLE PLAY SCENARIOS 101
4.6. CORPUS LENGTH AND TRANSCRIPTION CONVENTIONS 102
4.7. DISCUSSION AND SUMMARY 104
CHAPTER 5: A QUANTITATIVE ANALYSIS OF COMPLAINTS IN DCTS 107
5.1. PRELIMINARIES 107
5.1.1. ANALYTICAL CATEGORIES 107
5.1.2. SOCIAL AND LINGUISTIC VARIABLES 111
5.2. OVERALL LENGTH OF COMPLAINT SEQUENCES IN DCTS 115
5.3. DOWNGRADING STRATEGIES 117
5.3.1. LEXICAL DOWNGRADING I: USE OF PLEASE 117
5.3.2. LEXICAL DOWNGRADING II: TERMS OF ADDRESS 118
5.3.3. CLAUSAL DOWNGRADING I: APOLOGIES 121
5.3.4. CLAUSAL DOWNGRADING II: GROUNDERS 122
5.4. UPGRADING STRATEGIES 123
5.4.1. LEXICAL UPGRADING I: NEGATIVE ADDRESS TERMS 123
5.4.2. LEXICAL UPGRADING II: EXPLETIVES 125
5.4.3. CLAUSAL UPGRADING: THREATS 126
5.5. REQUESTS FOR COMPENSATION 129
5.6. SUMMARY AND DISCUSSION 136
CHAPTER 6: ANALYZING CONFLICT AND COMPLAINTS IN SERVICE ENCOUNTER 143
6.1. A MODEL FOR THE ANALYSIS OF CONFLICT AND COMPLAINTS 143
5.1.1. FRAMES AND EXPECTATIONS 146
5.1.2. ROLES AND POWER 147
5.1.3. EMOTION / COGNITION 148
5.1.4. GOALS 149
6.2. TYPICAL ACT SEQUENCES IN CONFLICT DISCOURSE 149
6.3. TYPICAL STRATEGIES 152
6.3.1. BLAME 152
6.3.2. PERSUASION / ARGUMENTATION 158
6.4. DISCUSSION AND SUMMARY 163
CHAPTER 7: (IM)POLITENESS IN SERVICE ENCOUNTERS 165
7.1. (IM)POLITENESS IN ROLE PLAYS 165
7.1.1. NON-CONFRONTATIONAL BEHAVIOR 166
7.1.2. CONFRONTATIONAL BEHAVIOR 171
7.2. (IM)POLITENESS IN NATURALLY OCCURRING DATA 173
7.2.1. CONFRONTATIONAL BEHAVIOR 174
7.2.2. STRATEGIC (IM)POLITENESS 179
7.2.3. RUDENESS 186
7.3. SUMMARY AND DISCUSSION 194
CHAPTER 8: POWER RELATIONSHIPS IN SERVICE ENCOUNTERS 197
8.1. POLE PLAYS AND POWER RELATIONSHIPS 197
6.2. INHERENT POWER STRUGGLES 202
6.3. THE INTERPLAY OF POWER RELATIONSHIPS AND CONFRONTATIONAL BEHAVIOR
206
CHAPTER 9: EMOTION IN SERVICE ENCOUNTERS 221
9.1. OUTLINE 221
9.2. ANGER AND FRUSTRATION 222
9.3. ANGER SPIRAL 226
9.4. COMMUNICATION BREAKDOWN 233
CHAPTER 10: CONCLUSION 243
10.1. COMPLAINTS IN CONFLICTUAL SERVICE ENCOUNTERS 243
10.2. (IM)POLITENESS, POWER, AND EMOTION 245
10.3. DATA ELICITATION AND MIXED METHOD ANALYSIS 247
10.4. IMPLICATIONS FOR FURTHER RESEARCH 249
REFERENCES 251
|
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| bvnumber | BV043676046 |
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| ctrlnum | (OCoLC)953814899 (DE-599)DNB1091082413 |
| discipline | Sprachwissenschaft Anglistik / Amerikanistik Literaturwissenschaft |
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| id | DE-604.BV043676046 |
| illustrated | Not Illustrated |
| indexdate | 2024-07-10T07:32:13Z |
| institution | BVB |
| institution_GND | (DE-588)5300573-9 |
| isbn | 9783862887101 |
| language | English |
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| physical | iv, 270 Seiten |
| publishDate | 2016 |
| publishDateSearch | 2016 |
| publishDateSort | 2016 |
| publisher | LINCOM GmbH |
| record_format | marc |
| series | LINCOM studies in pragmatics |
| series2 | LINCOM studies in pragmatics |
| spelling | Geluykens, Ronald 1960- Verfasser (DE-588)1053251521 aut Complaints and impoliteness in service encounters a mixed method analysis Ronald Geluykens & Bettina Kraft München LINCOM GmbH 2016 iv, 270 Seiten txt rdacontent n rdamedia nc rdacarrier LINCOM studies in pragmatics 30 Pragmatik (DE-588)4076315-8 gnd rswk-swf Höflichkeit (DE-588)4160349-7 gnd rswk-swf Implikatur (DE-588)4395772-9 gnd rswk-swf Pragmatik (DE-588)4076315-8 s Implikatur (DE-588)4395772-9 s Höflichkeit (DE-588)4160349-7 s DE-604 Kraft, Bettina Verfasser (DE-588)1107030900 aut LINCOM Europa (München) (DE-588)5300573-9 pbl LINCOM studies in pragmatics 30 (DE-604)BV023549730 30 DNB Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=029089064&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Geluykens, Ronald 1960- Kraft, Bettina Complaints and impoliteness in service encounters a mixed method analysis LINCOM studies in pragmatics Pragmatik (DE-588)4076315-8 gnd Höflichkeit (DE-588)4160349-7 gnd Implikatur (DE-588)4395772-9 gnd |
| subject_GND | (DE-588)4076315-8 (DE-588)4160349-7 (DE-588)4395772-9 |
| title | Complaints and impoliteness in service encounters a mixed method analysis |
| title_auth | Complaints and impoliteness in service encounters a mixed method analysis |
| title_exact_search | Complaints and impoliteness in service encounters a mixed method analysis |
| title_full | Complaints and impoliteness in service encounters a mixed method analysis Ronald Geluykens & Bettina Kraft |
| title_fullStr | Complaints and impoliteness in service encounters a mixed method analysis Ronald Geluykens & Bettina Kraft |
| title_full_unstemmed | Complaints and impoliteness in service encounters a mixed method analysis Ronald Geluykens & Bettina Kraft |
| title_short | Complaints and impoliteness in service encounters |
| title_sort | complaints and impoliteness in service encounters a mixed method analysis |
| title_sub | a mixed method analysis |
| topic | Pragmatik (DE-588)4076315-8 gnd Höflichkeit (DE-588)4160349-7 gnd Implikatur (DE-588)4395772-9 gnd |
| topic_facet | Pragmatik Höflichkeit Implikatur |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=029089064&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| volume_link | (DE-604)BV023549730 |
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