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Business and service telephone conversations : an investigation of British English, German and Italian encounters

Author: Cecilia Varcasia
Publisher: Basingstoke : Palgrave Macmillan, 2013
Edition/Format:   eBook : Document : EnglishView all editions and formats
Summary:
This book considers the sequential deployment of the receiver's response to the caller's request in telephone service encounters between native speakers in the U.K, Germany and Italy analysing the different response formats and their grammatical configuration. This book systematically investigates the sequential deployment of responses to requests in telephone service encounters in British English, German and  Read more...
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Genre/Form: Electronic books
Additional Physical Format: Print version:
Varcasia, Cecilia.
Business and Service Telephone Conversations : An Investigation of British English, German and Italian Encounters.
Basingstoke : Palgrave Macmillan, ©2013
Material Type: Document, Internet resource
Document Type: Internet Resource, Computer File
All Authors / Contributors: Cecilia Varcasia
ISBN: 9781137286185 1137286180
OCLC Number: 868638643
Notes: Cecilia Varcasia is a Research Fellow at the Language Study Unit of the Free University of Bozen-Bolzano, Italy. Her research focuses on multilingual communication, discourse and conversation analysis, cross-cultural pragmatics, corpus linguistics and language testing. She has edited Becoming Multilingual (2011), and co-edited Corpora, Discourse & Style (2009)
Electronic book text
Epublication based on: 9781137286178
List of Tables and Figures Glossary Transcription Conventions System Introduction 1. Theoretical Framework 2. Data and Methodology 3. Simple Response Format to the Request 4. Response Plus Extension 5. Insertion Sequence Followed by the Response 6. The Caller Leads the Conversation 7. The Different Response Formats at One Glance 8. Service Encounters and Call Centre Training Implications 9. Conclusions and Implications References Appendix
Description: 1 online resource (200 pages) 1 figure, 14
Contents: Contents; List of Tables and Figures; Acknowledgements; List of Abbreviations; Transcription Convention System; Introduction; 1 Theoretical Framework; 2 Data and Methodology; 3 Simple Response Format to the Request; 4 Response plus Extension; 5 Insertion Sequence Followed by the Response; 6 The Caller Leads the Conversation; 7 The Different Response Formats at One Glance; 8 Service Encounters and Call Centre Training Implications; 9 Conclusions and Implications; Appendix; References; Subject Index; Author Index.

Abstract:

This book considers the sequential deployment of the receiver's response to the caller's request in telephone service encounters between native speakers in the U.K, Germany and Italy analysing the  Read more...

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