Working the overall structural organization of a call
How customers use third position as leverage for gaining service representatives' assistance in dealing with service problems
Bibliographic Data
| ID | 4358951 |
|---|---|
| Authors | Heidi Kevoe-Feldman (0000-0001-8724-8487, Northeastern University, corresponding author) |
| Year | 2015 |
| Volume | 43 |
| Pages | 47-57 |
| Publication date | 2015-07-01 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Language & Communication (JOURNAL) |
| Journal identifiers | ISSN: 0271-5309 • E-ISSN: 1873-3395 |
| Publisher | Elsevier BV (PUBLISHER) |
| DOI | 10.1016/j.langcom.2015.05.001 |
| OpenAlex | W577864184 |
| Language | EN |
| Citations received | 6 |
| References cited | 26 |
Business · Call centre · Political science · Public relations · Telecommunications · Computer Science · Digital Communication and Language · Emotional Labor in Professions · Language, Discourse, Communication Strategies · Artificial Intelligence · Finance · Marketing
Communication in Medical Care
An Interactional Structure of Medical Activities During Acute Visits and Its Implications for Patients' Participation
Parent Resistance to Physicians' Treatment Recommendations
A change-of-state token and aspects of its sequential placement
Sequence Organization in Interaction
Closing the gap in customer service encounters
Prompting Action
Conversational non‐cooperation
Sequential and Institutional Contexts in Calls for Help
Notes on ?latency? in overlap onset
Response Cries
Exploring essentially three-turn courses of action
Transitional regularities for 'casual' "Okay" usages
Opening up Closings
Grammar and Social Organization
Complaining about previous treatment in health care settings
Extending the notion of pragmatic completion
A preference for progressivity in interaction
On Complainability
Complainable Matters
Sequencing in Conversational Openings1
Achieving activity transitions in physician-patient encounters
| Unique citing works | 6 |
|---|---|
| Citations per year | 0,67 |
| Citation span | 2017 - 2024 (8) |
| Citation velocity | recent |
| Highly cited | No |
| Citation types | Neutral: 6 |