Construing negotiation

The role of voice quality features in American-Filipino business telephone conversations

Datos Bibliográficos

ID22342154
AutoresYau Ni Wan (0000-0002-7585-1745, Hong Kong Shue Yan University, autor de correspondencia), Jenny Yau-ni Wan (Hong Kong Shue Yan University)
Año2017
Volumen7
Número2
Páginas137-162
Fecha de publicación2017-10-27
Peer ReviewedSí
Open AccessNo
TipoARTICLE
RevistaLanguage and Dialogue (JOURNAL)
Identificadores de la revistaISSN: 2210-4119 • E-ISSN: 2210-4127
EditorialJohn Benjamins Publishing Company (PUBLISHER • NL)
DOI10.1075/ld.7.2.01yau
OpenAlexW2765769860
IdiomaEN
Citas recibidas1
Referencias citadas27

The call centre conversation is a telephonic exchange of voices between the customer and the customer service representative (CSR). Both lexicogrammatical and prosodic features are used to construe emotional and attitudinal recognition. Studying these features can investigate how the call centre discourse is construed, and how the interpersonal meaning takes shape through the text. The spoken data are constructed by Filipino CSRs and American English-speaking customers. The findings show that participants tend to make specific paralinguistic voice quality choices to express their emotions in dialogue. This article first discusses the voice quality framework for its semiotic features in relation to interpersonal meaning, reviews previous voice quality studies and later delineates how voice quality relates to interpersonal meaning in the calls

Conversation · Epistemology · Interpersonal communication · Linguistics · Negotiation · Paralanguage · Semiotics · Sociology · Communication · Computer Science · Language, Discourse, Communication Strategies · Language, Metaphor, and Cognition · Linguistic Variation and Morphology · Psychology · Social Psychology