The Resource Technology mediated service encounters, edited by Pilar Garcés-Conejos Blitvich, Lucía Fernández-Amaya, Marøa de la O Hernández-López

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

Label
Technology mediated service encounters
Title
Technology mediated service encounters
Statement of responsibility
edited by Pilar Garcés-Conejos Blitvich, Lucía Fernández-Amaya, Marøa de la O Hernández-López
Contributor
Editor
Subject
Language
eng
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
Cataloging source
DLC
Dewey number
658.4/5
Index
index present
LC call number
HF5718
LC item number
.T43 2019
Literary form
non fiction
Nature of contents
bibliography
http://library.link/vocab/relatedWorkOrContributorDate
1960-
http://library.link/vocab/relatedWorkOrContributorName
  • Garcés-Conejos Blitvich, Pilar
  • Fernández-Amaya, Lucía
  • De la O Hernandez-Lopez, Maria
Series statement
Pragmatics & beyond new series,
http://library.link/vocab/subjectName
  • Business communication
  • Intercultural communication
  • Customer relations
  • Communication in marketing
  • Business communication
  • Communication in marketing
  • Customer relations
  • Intercultural communication
  • Callcenter
  • Electronic Commerce
  • Kundendienst
  • Mehrsprachigkeit
  • Outsourcing
  • Business communication
  • Conversation analysis
  • Intercultural communication
Label
Technology mediated service encounters, edited by Pilar Garcés-Conejos Blitvich, Lucía Fernández-Amaya, Marøa de la O Hernández-López
Instantiates
Publication
Bibliography note
Includes bibliographical references and index
Carrier category
volume
Carrier category code
  • nc
Carrier MARC source
rdacarrier
Content category
text
Content type code
  • txt
Content type MARC source
rdacontent
Contents
Acknowledgements -- List of tables -- List of figures -- List of charts -- 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
Extent
pages cm.
Isbn
9789027202123
Lccn
2018045387
Media category
unmediated
Media MARC source
rdamedia
Media type code
  • n
System control number
  • (OCoLC)1053904175
  • (YBP)ybp15710094
Label
Technology mediated service encounters, edited by Pilar Garcés-Conejos Blitvich, Lucía Fernández-Amaya, Marøa de la O Hernández-López
Publication
Bibliography note
Includes bibliographical references and index
Carrier category
volume
Carrier category code
  • nc
Carrier MARC source
rdacarrier
Content category
text
Content type code
  • txt
Content type MARC source
rdacontent
Contents
Acknowledgements -- List of tables -- List of figures -- List of charts -- 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
Extent
pages cm.
Isbn
9789027202123
Lccn
2018045387
Media category
unmediated
Media MARC source
rdamedia
Media type code
  • n
System control number
  • (OCoLC)1053904175
  • (YBP)ybp15710094

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