1887
(Co-)Constructing Interpersonally Sensitive Activities Across Institutional Settings
  • ISSN 1878-9714
  • E-ISSN: 1878-9722
USD
Buy:$35.00 + Taxes

Abstract

This paper examines interpersonally sensitive exchanges in two calls for information to the call centre of a public transport company. In order to provide relevant information and facilitate sequence progressivity, the agents need to go through specific steps. Although this is typical of institutional settings, customers may not necessarily be aware of them. The excerpts examined in this paper show how the customers’ lack of knowledge of the institutional steps the agents have to go through to attend to their requests and customers’ claims to product knowledge, coupled with the agents’ labour intensive work at the call centre, provide fertile ground for the agents’ verbal outbursts which are oriented to as interpersonally sensitive by the customers in so far as they are interpreted as inappropriate and potentially impolite. The analysis draws on the notion of face and incorporates a variety of concepts from pragmatics and Conversation Analysis.

Loading

Article metrics loading...

/content/journals/10.1075/ps.7.4.06ort
2016-12-05
2019-04-20
Loading full text...

Full text loading...

References

  1. Antaki, Charles
    1994Explaining and Arguing: The Social Organization of Accounts. London: Sage.
    [Google Scholar]
  2. Archer, Dawn , and Piotr Jagodziński
    2015 “Call Centre Interaction: A Case of Sanctioned Face Attack?” Journal of Pragmatics76: 46–66. doi: 10.1016/j.pragma.2014.11.009
    https://doi.org/10.1016/j.pragma.2014.11.009 [Google Scholar]
  3. Arundale, Robert B
    2013 “Face as a Research Focus in Interpersonal Pragmatics: Relational and Emic Perspectives.” Journal of Pragmatics58: 108–120. doi: 10.1016/j.pragma.2013.05.013
    https://doi.org/10.1016/j.pragma.2013.05.013 [Google Scholar]
  4. Brown, Penelope , and Steven Levinson
    1978 “Universals of Language Usage: Politeness Phenomena.” InQuestions and Politeness, ed. by Ester Goody , 56–113. Cambridge: Cambridge University Press.
    [Google Scholar]
  5. Clayman, Steven E
    2012 “Address Terms in the Organization of Turns at Talk: The Case of Pivotal Turn Extensions.” Journal of Pragmatics44 (13): 1853–1867. doi: 10.1016/j.pragma.2012.08.001
    https://doi.org/10.1016/j.pragma.2012.08.001 [Google Scholar]
  6. Clift, Rebecca
    2006 “Indexing Stance: Reported Speech as an Interactional Evidential.” Journal of Sociolinguistics10 (5): 569–595. doi: 10.1111/j.1467‑9841.2006.00296.x
    https://doi.org/10.1111/j.1467-9841.2006.00296.x [Google Scholar]
  7. Corbett, Greville G
    2000Number. Cambridge: Cambridge University Press. doi: 10.1017/CBO9781139164344
    https://doi.org/10.1017/CBO9781139164344 [Google Scholar]
  8. Curl, Tracy , and Paul Drew
    2008 “Contingency and Action: A Comparison of Two Forms of Requesting.” Research on Language & Social Interaction41 (2): 129–153. doi: 10.1080/08351810802028613
    https://doi.org/10.1080/08351810802028613 [Google Scholar]
  9. Drew, Paul , and John Heritage
    1992 “Analysing Talk at Work: an Introduction.” InTalk at Work: Interaction in Institutional Settings, ed. by Paul Drew and John Heritage , 3–65. Cambridge: Cambridge University Press.
    [Google Scholar]
  10. Economidou-Kogetsidis, Maria
    2005 “‘Yes, Tell me Please, What Time is the Midday Flight From Athens Arriving?’: Telephone Service Encounters and Politeness.” Intercultural Pragmatics2 (3): 253–273. doi: 10.1515/iprg.2005.2.3.253
    https://doi.org/10.1515/iprg.2005.2.3.253 [Google Scholar]
  11. Goffman, Erving
    1967Interaction ritual: Essays on face-to-face behavior. Garden City, N.Y.: Doubleday.
    [Google Scholar]
  12. 1981Forms of Talk. University of Pennsylvania Publications in Conduct and Communication. Philadelphia: University of Pennsylvania Press.
    [Google Scholar]
  13. Goodwin, Charles
    1981Conversational Organization: Interaction between Speakers and Hearers. New York: Academic Press.
    [Google Scholar]
  14. Gumperz, John J
    1999 “Inference.” Journal of Linguistic Anthropology9 (1–2): 131–133. doi: 10.1525/jlin.1999.9.1‑2.131
    https://doi.org/10.1525/jlin.1999.9.1-2.131 [Google Scholar]
  15. Haugh, Michael
    2015Im/politeness Implicatures. Berlin: Mouton de Gruyter. doi: 10.1515/9783110240078
    https://doi.org/10.1515/9783110240078 [Google Scholar]
  16. Hayashi, Makoto
    2013 “Turn Allocation and Turn Sharing.” InHandbook of Conversation Analysis, ed. by Jack Sidnell and Tanya Stivers , 167–190. Malden, Mass.: Blackwell.
    [Google Scholar]
  17. Heritage, John
    1985 “Analyzing News Interviews: Aspects of the Production of Talk for an Overhearing Audience.” InHandbook of Discourse Analysis, ed. by Teun A. van Dijk , 95–117. New York: Academic Press.
    [Google Scholar]
  18. 1998 “Oh-Prefaced Responses to Inquiry.” Language in Society27: 291–334. doi: 10.1017/S0047404500019990
    https://doi.org/10.1017/S0047404500019990 [Google Scholar]
  19. 2013 “Epistemics in Conversation.” InHandbook of Conversation Analysis, ed. by Jack Sidnell and Tanya Stivers , 370–394. Malden, Mass.: Blackwell.
    [Google Scholar]
  20. Jefferson, Gail
    1985 “An Exercise in the Transcription and Analysis of Laughter.” InHandbook of Discourse Analysis, ed. by Teun A. van Dijk , 25–34. London, Orlando, San Diego & New York: Academic Press.
    [Google Scholar]
  21. 1987 “On Exposed and Embedded Correction in Conversation.” InTalk and Social Organisation, ed. by Graham Button and John R.E. Lee , 86–100. Philadelphia: Multilingual Matters.
    [Google Scholar]
  22. Kádár, Daniel , and Michael Haugh
    2013Understanding Politeness. Cambridge: Cambridge University Press. doi: 10.1017/CBO9781139382717
    https://doi.org/10.1017/CBO9781139382717 [Google Scholar]
  23. Kerbrat-Orecchioni, Cathérine
    2005 “Politeness in France: How to Buy Bread Politely.” InPoliteness in Europe, ed. by Leo Hickey and Miranda Stewart , 29–44. Clevedon: Multilingual Matters.
    [Google Scholar]
  24. Kevoe-Feldman, Heidi
    2015 “Closing the Gap in Customer Service Encounters: Customers’ Use of Upshot Formulations to Manage Service Responses.” Pragmatics & Society6 (1): 67–88. doi: 10.1075/ps.6.1.04kev
    https://doi.org/10.1075/ps.6.1.04kev [Google Scholar]
  25. Kitzinger, Celia
    2013 “Repair.” InHandbook of Conversation Analysis, ed. by Jack Sidnell and Tanya Stivers , 229–256. Malden, Mass.: Blackwell.
    [Google Scholar]
  26. Kuroshima, Satomi
    2010 “Another Look at the Service Encounter: Progressivity, Intersubjectivity, and Trust in a Japanese Sushi Restaurant.” Journal of Pragmatics42 (3): 856–869. doi: 10.1016/j.pragma.2009.08.009
    https://doi.org/10.1016/j.pragma.2009.08.009 [Google Scholar]
  27. Lee, Seung-Hee
    2009 “Extended Requesting: Interaction and Collaboration in the Production and Specification of Requests.” Journal of Pragmatics41 (6): 1248–1271. doi: 10.1016/j.pragma.2008.09.013
    https://doi.org/10.1016/j.pragma.2008.09.013 [Google Scholar]
  28. Lerner, Gene
    2003 “Selecting Next Speaker: The Context Sensitive Operation of a Context-Free Organisation.” Language in Society32: 177–201. doi: 10.1017/S004740450332202X
    https://doi.org/10.1017/S004740450332202X [Google Scholar]
  29. Merritt, Marilyn
    1976 “On Questions Following Questions in Service Encounters.” Language in Society5: 315–357. doi: 10.1017/S0047404500007168
    https://doi.org/10.1017/S0047404500007168 [Google Scholar]
  30. 1977 “The Playback: An Instance of Variation in Discourse.” InStudies in Language Variation, ed. by Ralph Fasold and Roger W. Shuy , 198–208. Washington, D.C.: Georgetown University Press.
    [Google Scholar]
  31. Márquez Reiter, Rosina
    2005 “Complaint Calls to a Caregiver Service Company: The Case of Desahogo.” Intercultural Pragmatics2 (4): 481–514.
    [Google Scholar]
  32. 2006 “Interactional Closeness in Service Calls to a Montevidean Carer Service Company.” Research on Language and Social Interaction39 (1): 7–39. doi: 10.1207/s15327973rlsi3901_2
    https://doi.org/10.1207/s15327973rlsi3901_2 [Google Scholar]
  33. 2008 “Intra-Cultural Variation: Explanations in Service Calls to Two Montevidean Service Providers.” Journal of Politeness Research4 (1): 1–29. doi: 10.1515/PR.2008.001
    https://doi.org/10.1515/PR.2008.001 [Google Scholar]
  34. 2009 “How to Get Rid of a Telemarketing Agent? Facework Strategies in an Intercultural Service Call.” InFace, Communication and Social Interaction, ed. by Francesca Bargiela-Chiappini and Michael Haugh , 55–77. London & Oakville, Conn.: Equinox.
    [Google Scholar]
  35. 2013 “The Dynamics of Complaining in a Latin American for-Profit Commercial Setting.” Journal of Pragmatics57: 231–247. doi: 10.1016/j.pragma.2013.08.024
    https://doi.org/10.1016/j.pragma.2013.08.024 [Google Scholar]
  36. Orthaber, Sara , and Rosina Márquez Reiter
    2011 “‘Talk to the hand’. Complaints to a Public Transport Company.” Journal of Pragmatics43 (15): 3860–3876. doi: 10.1016/j.pragma.2011.10.004
    https://doi.org/10.1016/j.pragma.2011.10.004 [Google Scholar]
  37. 2015 “‘Thanks for Nothing’: Impoliteness in Service Calls.“InExploring (Im)politeness in Specialized and General Corpora: Converging Methodologies and Analytic Procedures, ed. by Şükriye Ruhi and Yeşim Askan , 11–39. Newcastle: Cambridge Scholars Publishing.
    [Google Scholar]
  38. Pomerantz, Anita
    1980 “Telling my Side: ‘Limited Access’ as a ‘Fishing Device’.” Sociological Inquiry50: 186–198. doi: 10.1111/j.1475‑682X.1980.tb00020.x
    https://doi.org/10.1111/j.1475-682X.1980.tb00020.x [Google Scholar]
  39. 1984 “Pursuing a Response.” InStructures of Social Action: Studies in Conversational Analysis, ed. by Maxwell J. Atkinson and John Heritage , 152–164. Cambridge: Cambridge University Press.
    [Google Scholar]
  40. Pomerantz, Anita , and John Heritage
    2013 “Preference.” InHandbook of Conversation Analysis, ed. by Jack Sidnell and Tanya Stivers , 210–228. Malden, Mass.: Blackwell.
    [Google Scholar]
  41. Raymond, Geoffrey
    2003 “Grammar and Social Organization: Yes/no Interrogatives and the Structure of Responding.” American Sociological Review68: 939–967. doi: 10.2307/1519752
    https://doi.org/10.2307/1519752 [Google Scholar]
  42. Rendle-Short, Johanna
    2007 “‘Catherine, You’re Wasting Your Time’: Address Terms within the Australian Political Interview.” Journal of Pragmatics39: 1503–1525. doi: 10.1016/j.pragma.2007.02.006
    https://doi.org/10.1016/j.pragma.2007.02.006 [Google Scholar]
  43. Sacks, Harvey , Emanuel A. Schegloff , and Gail Jefferson
    1974 “A Simplest Systematics for the Organization of Turn-Taking for Conversation.” Language50 (4): 696–735. doi: 10.1353/lan.1974.0010
    https://doi.org/10.1353/lan.1974.0010 [Google Scholar]
  44. Schegloff, Emanuel A
    1996 “Turn Organization: One Intersection of Grammar and Interaction.” InInteraction and Grammar, ed. by Elinor Ochs , Emanuel A. Schegloff , and Sandra A. Thompson , 52–133. Cambridge: Cambridge University Press. doi: 10.1017/CBO9780511620874.002
    https://doi.org/10.1017/CBO9780511620874.002 [Google Scholar]
  45. 2000 “Overlapping Talk and the Organization of Turn-Taking for Conversation.” Language and Society29(1): 1–63. doi: 10.1017/S0047404500001019
    https://doi.org/10.1017/S0047404500001019 [Google Scholar]
  46. 2007Sequence Organization in Interaction: A Primer in Conversation Analysis. Cambridge: Cambridge University Press. doi: 10.1017/CBO9780511791208
    https://doi.org/10.1017/CBO9780511791208 [Google Scholar]
  47. Schegloff, Emanuel A. , Gail Jefferson , and Harvey Sacks
    1977 “The Preference for Self-Correction in the Organization of Repair in Conversation.” Language53 (2): 361–382. doi: 10.1353/lan.1977.0041
    https://doi.org/10.1353/lan.1977.0041 [Google Scholar]
  48. Shaw, Chloe , Alexa Hepburn , and Jonathan Potter
    2013 “Having the Last Laugh: On Post Completion Laughter Particles.” InStudies of Laughter in Interaction, ed. by Phillip Glenn and Elizabeth Holt , 91–106. London: Bloomsbury Publishing.
    [Google Scholar]
  49. Shimanoff, Susan B
    1994 “Gender Perspectives on Facework: Simplistic Stereotypes vs. Complex Realities.” InThe Challenge of Facework. Cross-Cultural and Interpersonal Issues, ed. by Stella Ting-Toomey , 159–208. Albany: State University of New York Press.
    [Google Scholar]
  50. Stivers, Tanya , and Federico Rossano
    2012 “Mobilising Response in Interaction: A Compositional View of Questions.” InQuestions: Formal, Functional and Interactional Perspectives, ed. by Jan P. de Ruiter , 58–80. Cambridge: Cambridge University Press. doi: 10.1017/CBO9781139045414.005
    https://doi.org/10.1017/CBO9781139045414.005 [Google Scholar]
  51. Svennevig, Jan
    2008 “Trying the Easiest Solution First in Other-Initiation of Repair.” Journal of Pragmatics40: 333–348. doi: 10.1016/j.pragma.2007.11.007
    https://doi.org/10.1016/j.pragma.2007.11.007 [Google Scholar]
  52. 2012 “On Being Heard in Emergency Calls. The Development of Hostility in a Fatal Emergency Call.” Journal of Pragmatics44 (11): 1393–1412. doi: 10.1016/j.pragma.2012.06.001
    https://doi.org/10.1016/j.pragma.2012.06.001 [Google Scholar]
  53. Tannen, Deborah , and Cynthia Wallat
    1987 “Interactive Frames and Knowledge Schemas in Interaction: Examples from a Medical Examination/Interview.” Social Psychology Quarterly50 (2): 205–216. doi: 10.2307/2786752
    https://doi.org/10.2307/2786752 [Google Scholar]
  54. Tracy, Karen
    2011 “A Facework System of Minimal Politeness: Oral Argument in Appellate Court.” Journal of Politeness Research: Language, Behaviour, Culture7 (1): 123–146.
    [Google Scholar]
  55. Varcasia, Cecilia
    2013Business and Service Telephone Conversations: An Investigation of British English, German and Italian Encounters. New York: Palgrave Macmillan.
    [Google Scholar]
  56. Ventola, Eija
    1987The Structure of Social Interaction. A Systemic Approach to the Semiotics of Service Encounters. London: Frances Pinter.
    [Google Scholar]
  57. Wichmann, Anne
    2000Intonation in Text and Discourse. London: Longman.
    [Google Scholar]
  58. Wilkinson, Susan , and Celia Kitzinger
    2006 “Surprise as an Interactional Achievement: Reaction Tokens in Conversation.” Social Psychology Quarterly69 (2): 150–182. doi: 10.1177/019027250606900203
    https://doi.org/10.1177/019027250606900203 [Google Scholar]
  59. Zapf, Dieter , Amela Isic , Myriam Bechtoldt , and Patricia Blau
    2003 “What is Typical for Call Centre Jobs? Job Characteristics, and Service Interactions in Different Call Centres.” European Journal of Work and Organizational Psychology12 (4): 311–340. doi: 10.1080/13594320344000183
    https://doi.org/10.1080/13594320344000183 [Google Scholar]
  60. Zimmerman, Don
    1992 “The Interactional Organization of Calls for Emergency Assistance.” InTalk at Work: Interaction in Institutional Settings, ed. by Paul Drew and John Heritage , 418–469. Cambridge: Cambridge University Press.
    [Google Scholar]
http://instance.metastore.ingenta.com/content/journals/10.1075/ps.7.4.06ort
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