"Talk to the hand". Complaints to a public transport company
Bibliographic Data
| ID | 3388396 |
|---|---|
| Authors | Sara Orthaber (0000-0003-2586-4537, University of Maribor), Rosina Márquez Reiter (0000-0001-6627-1813, University of Surrey), Rosina Márquez-Reiter |
| Year | 2011 |
| Volume | 43 |
| Issue | 15 |
| Pages | 3860-3876 |
| Publication date | 2011-12-01 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Journal of Pragmatics (JOURNAL) |
| Journal identifiers | ISSN: 0378-2166 • E-ISSN: 1879-1387 |
| Publisher | Elsevier BV (PUBLISHER) |
| DOI | 10.1016/j.pragma.2011.10.004 |
| OpenAlex | W2105040046 |
| Language | EN |
| Citations received | 27 |
| References cited | 31 |
Bureaucracy · Business · Complaint · Face (sociological concept · Plaintiff · Point (geometry · Political science · Politics · Public relations · Service (business · Sociology · Language, Discourse, Communication Strategies · Law · Psychology of Social Influence · Stalking, Cyberstalking, and Harassment · Marketing
Mitigation and facework
Selektiv respons på kritikk
Cross-Cultural Variation in Corporate Self-Praise
The realization of the speech acts of complaint and responding to complaint in Vodafone Egypt versus Vodafone UK
A pragmatic study of the X complaints and responses to complaints
Expressing anger on Mexican X/Twitter
When routine calls for information become interpersonally sensitive
From complainees to co-complainants
Parliamentary face and the limits of sanctioned verbal aggression in the British House of Commons
Patterns of othering minority groups in telephone gatekeeping encounters in the Sheffield property market
“Such large appetites, such shallow pockets……!!!!!!!!!”
Nǐ kànzhe bàn ba
Silence is not always golden’
Experiments into the influence of linguistic (in)directness on perceived face-threat in Twitter complaints
Co-creating customer experience through call centre interaction
Helping you to pay us”
Customer complaints and disagreements in a multilingual business environment. A discursive-pragmatic analysis
Narrative practices in debt collection encounters
Exploring the impact of platforms' affordances on the expression of negativity in online hotel reviews
Dealing with third-party complaints on a men’s relationship-counselling helpline
Complaining and the Management of Face in Online Counseling
Aggressive humour as a means of voicing customer dissatisfaction and creating in-group identity
The dynamics of complaining in a Latin American for-profit commercial setting
Ay no I do feel exhausted
Call centre interaction
The termination of complaints in calls to an authority for student support
Linguistic (in)directness in twitter complaints
Structures of Social Action
Interlanguage Pragmatics
A change-of-state token and aspects of its sequential placement
Interaction Ritual
Sprache und Emotion
Affectivity in conversational storytelling
Face as relational and interactional
Complaint calls to a caregiver service company
Orientations of young adults in Slovenia toward the family formation
Complaints About Transgressions and Misconduct
Complaint Sequences Within Antagonistic Argument
Reporting on Talk
Extreme Case Formulations
Extreme case formulations
Replies and responses
Oh-prefaced responses to inquiry
Impoliteness and threat responses
Local identity processes in business meetings displayed through laughter in complaint sequences
Stance, Alignment, and Affiliation During Storytelling
Opening up Closings
Participation and exclusion in third party complaints
Constituting face in conversation
Complaining about previous treatment in health care settings
Towards an anatomy of impoliteness
Complaining in front of a witness
The dilemmas of third-party complaints in conversation between friends
Direct complaints in (Italian) calls to the ambulance
Strategic embarrassment and face threatening in business interactions
A Simplest Systematics for the Organization of Turn-Taking for Conversation
| Unique citing works | 27 |
|---|---|
| Citations per year | 2,08 |
| Citation span | 2013 - 2026 (14) |
| Citation velocity | current |
| Highly cited | No |
| Citation types | Neutral: 25 |