1887
Volume 6, Issue 1
  • ISSN 1878-9714
  • E-ISSN: 1878-9722
USD
Buy:$35.00 + Taxes

Abstract

Within the context of service inquiries, and the specialized inferential logic associated with the particularized activities (Levinson 1992) there is a gap in the orientations of customers and service representatives. Specifically, one problem that arises in customer service encounters is that customers and service representatives appear to arrive at different understandings of what constitutes a relevant response to a service inquiry. By examining one type of customer service context, calls to an electronic repair facility, this article offers a conversation analytic account of how customers use formulations to collaboratively achieve a mutually agreed upon answer to their service inquiry and close the gap in the underlying logics that emerge in these calls.

Loading

Article metrics loading...

/content/journals/10.1075/ps.6.1.04kev
2015-01-01
2019-08-21
Loading full text...

Full text loading...

References

http://instance.metastore.ingenta.com/content/journals/10.1075/ps.6.1.04kev
Loading
This is a required field
Please enter a valid email address
Approval was successful
Invalid data
An Error Occurred
Approval was partially successful, following selected items could not be processed due to error