Coverart for item
The Resource Business and service telephone conversations : An investigation of British English, German and Italian encounters, Cecilia Varcasia, (electronic book ;)

Business and service telephone conversations : An investigation of British English, German and Italian encounters, Cecilia Varcasia, (electronic book ;)

Label
Business and service telephone conversations : An investigation of British English, German and Italian encounters
Title
Business and service telephone conversations
Title remainder
An investigation of British English, German and Italian encounters
Statement of responsibility
Cecilia Varcasia
Creator
Subject
Language
eng
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.
Member of
Cataloging source
UK-WkNB
http://library.link/vocab/creatorName
Varcasia, Cecilia
Dewey number
306.44
Illustrations
illustrations
Index
no index present
Literary form
non fiction
http://library.link/vocab/subjectName
  • Conversational analysis
  • Telephone
  • Communication and technology
  • Intercultural communication
Summary expansion
This book systematically investigates the sequential deployment of responses to requests in telephone service encounters in British English, German and Italian. Varcasia describes and defines conversational strategies used by speakers of the three languages when responding to requests, considering the different response formats and their grammatical configuration. Chapters are organised according to the structural complexity in the responses and explore the different practices of turn-construction. This cross-cultural comparison recognises the similarities and differences in the preference for response format and reveals that speakers in all three languages oriented to the same expectations of detailed responses involving extended conversation rather than short responses that provided only the requested information. This book will appeal to scholars of linguistics and communication studies as well as having practical implications for the training of staff and call-centre operators
Label
Business and service telephone conversations : An investigation of British English, German and Italian encounters, Cecilia Varcasia, (electronic book ;)
Instantiates
Publication
Note
Users can print and/or download individual articles/chapters and other individual items from Palgrave Connect ebooks, limited to no more than one chapter per title per authorised user
Contents
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
Control code
9781137286185
Extent
200 p.
Form of item
electronic
Isbn
9781137286185
Other physical details
1 figures, 14.
Specific material designation
unspecified
Type of computer file
PDF.
Label
Business and service telephone conversations : An investigation of British English, German and Italian encounters, Cecilia Varcasia, (electronic book ;)
Publication
Note
Users can print and/or download individual articles/chapters and other individual items from Palgrave Connect ebooks, limited to no more than one chapter per title per authorised user
Contents
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
Control code
9781137286185
Extent
200 p.
Form of item
electronic
Isbn
9781137286185
Other physical details
1 figures, 14.
Specific material designation
unspecified
Type of computer file
PDF.

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