Catrin Rhys
Biographic Data
| ID | 185825 |
|---|---|
| NAME | Catrin Rhys |
| GIVEN NAMES | Catrin |
| FAMILY NAME | Rhys |
| SIGNATURE | RHYS C |
| AFFILIATIONS | Ulster University, Belfast Campus, Belfast, UK |
| VERIFIED | No |
| TOTAL WORKS | 1 |
| TOTAL CITATIONS | 0 |
| WORKS AS AUTHOR | 1 |
| WORKS AS EDITOR | 0 |
| FIRST PUBLICATION YEAR | 2023 |
| LATEST PUBLICATION YEAR | 2023 |
| H-INDEX | 0 |
Phase Structure and Resistance to Progressivity in Complaints Calls to the NHS
This paper examines how callers to an NHS complaints helpline get to “tell their story.” As project-based institutional calls, the closure of a complaints call is observably organized around “mutually ratified project completion.” Our analysis reveals the practices that callers deploy to resist call handlers' (CH) progress through the institutional phase structure of the call, thus also resisting ratification of their project as complete. We show…
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Phase Structure and Resistance to Progressivity in Complaints Calls to the NHS
This paper examines how callers to an NHS complaints helpline get to “tell their story.” As project-based institutional calls, the closure of a complaints call is observably organized around “mutually ratified project completion.” Our analysis reveals the practices that callers deploy to resist call handlers' (CH) progress through the institutional phase structure of the call, thus also resisting ratification of their project as complete. We show…
Complaint (1 work) · Emotional Labor in Professions (1 work) · History (1 work) · Law (1 work) · Legitimation (1 work) · Linguistics (1 work) · Management and Organizational Studies (1 work) · Narrative (1 work) · Negotiation (1 work) · Political science (1 work)