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商品コード: 9789027202123

Technology Mediated Service Encounters

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書名

Technology Mediated Service Encounters
シリーズ名 Pragmatics & Beyond New Series, 300
著者・編者 Pilar Garces-Conejos Blitvich et al.
出版社/発行元 John Benjamins Publishing Company
発行年/月 2019年1月   
装丁 Hardcover
ページ数/巻数 247 ページ
ISBN 978-90-272-0212-3
発送予定 海外倉庫よりお取り寄せ 3-5週間以内に発送します

 

 

Description

 

The chapters in this collection, authored by renowned scholars, address a gap in the literature by focusing on the consequences that outsourcing, among other globalized economic practices, and remediation by new technologies have had on the service encounters genre (SE). From both a multilingual and a multidisciplinary perspective, this collection explores the development of technological applications and professional best practices as well as call centre interaction, e-commerce, and e-word of mouth. More specifically, the papers in this volume report on technology developed to support SEs and how this technology influences service providers and their allowable linguistic contributions. Further, this collection provides valuable insights on the language and strategic behaviour deployed in less researched kinds of SEs, gives special attention to how technology impacts the interface between the transactional and interactional goals of SEs, and thus has real world applications.

 

 

Contents:

 

An introduction to technology mediated service encounters

Section I. Social services
Chapter 1. Language discordance and technological facilitation in health care service encounters: A contrastive experiment
Chapter 2. Context and pragmatic meaning in telephone interpreting
Chapter 3. Managing verbal and embodied conduct in telephone-mediated service encounters

Section II. Call centres
Chapter 4. Globalizing politeness?: Towards a globalization-sensitive framework of mediated service encounters
Chapter 5. Navigating commercial constraints in a service call
Chapter 6. Call centre service encounters: Second-language users, conversationalisation, (im)politeness and discursive practices

Section III. E-service encounters
Chapter 7. Responding to bargaining moves in a digital era: Refusals of offers on Mercado Libre Ecuador
Chapter 8. Intensification in online consumer reviews: Insights from Chinese
Chapter 9. Relational practices on commercial Facebook wall interactions

 

  

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