Naming and negotiating relationships in call centre talk

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Show simple item record Hood, Sue en_US
dc.contributor.editor G. Forey and J. Lockwood en_US 2012-02-02T03:36:05Z 2012-02-02T03:36:05Z 2010 en_US
dc.identifier 2009006799 en_US
dc.identifier.citation Hood Susan 2010, 'Naming and negotiating relationships in call centre talk', in NA (ed.), Continuum, London, pp. 88-105. en_US
dc.identifier.issn 9780826446077 en_US
dc.identifier.other B1 en_US
dc.description.abstract Much of the research interest in the discourse oj call cenlre interactions focuses on interpersonal meaning, that is on how speakers relate to each other, on positions of power and identity, and on emotions such as positive or negalive satisfaction. Much of the research to date relies on surveys oj perceptions and to a lesser extent on observational, ethnographic data while the retrospectively oriented interpretations of participants provide some insight into customer?CSR relations, they tell us little about the actual roles played by the speakers in interaction, how meanings unfold in talk to generale the potential for perceived satisfactory or unsatisfactory outcomes. The analyses underpinning this discussion focus on what speakers actually say and specifically on how speakers name and reference each other in the talk. The aim is to better understand the ways in which choices in naming junction to construct, to maintain or to shift relationships between customers and CSRs across the duration of a call. While naming practices might be culturally or institutionally proscribed to a greater or lesser extent, shifts in naming choices are also seen to result from contingent decisions to do with the management of the talk towards satisfactory outcomes. en_US
dc.language en_US
dc.publisher Continuum en_US
dc.relation.isbasedon NA en_US
dc.title Naming and negotiating relationships in call centre talk en_US
dc.parent Globalization, Communication and the Workplace: Talking across the world en_US
dc.journal.volume en_US
dc.journal.number en_US
dc.publocation London en_US
dc.identifier.startpage 88 en_US
dc.identifier.endpage 105 en_US FASS.Faculty of Arts and Social Sciences en_US
dc.conference Verified OK en_US
dc.for 200401 en_US
dc.personcode 030091 en_US
dc.percentage 80 en_US Applied Linguistics and Educational Linguistics en_US
dc.classification.type FOR-08 en_US
dc.edition 1 en_US
dc.custom en_US en_US
dc.location.activity en_US
dc.description.keywords naming, call centres, customer service, solidarity, power. en_US
dc.staffid en_US
dc.staffid 030091 en_US

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