University of Surrey

Test tubes in the lab Research in the ATI Dance Research

When routine calls for information become interpersonally sensitive

Orthaber, Sara and Marquez Reiter, Rosina (2016) When routine calls for information become interpersonally sensitive Pragmatics and Society, 7 (4). pp. 638-663.

[img] Text
Reiter revised PS14-49.docx - Accepted version Manuscript
Available under License : See the attached licence file.

Download (140kB)
[img]
Preview
Text (licence)
SRI_deposit_agreement.pdf
Available under License : See the attached licence file.

Download (33kB) | Preview

Abstract

This paper examines interpersonally sensitive exchanges in two calls for information to the call centre of a public transport company. In order to provide relevant information and facilitate sequence progressivity, the agents need to go through specific steps. Although this is typical of institutional settings, customers may not necessarily be aware of them. The excerpts examined in this paper show how the customers’ lack of knowledge of the institutional steps the agents have to go through to attend to their requests and customers’ claims to product knowledge, coupled with the agents’ labour intensive work at the call centre, provide fertile ground for the agents’ verbal outbursts which are oriented to as interpersonally sensitive by the customers in so far as they are interpreted as inappropriate and potentially impolite. The analysis draws on the notion of face and incorporates a variety of concepts from pragmatics and Conversation Analysis.

Item Type: Article
Subjects : English
Divisions : Faculty of Arts and Social Sciences > School of English and Languages
Authors :
NameEmailORCID
Orthaber, Saras.orthaber@surrey.ac.ukUNSPECIFIED
Marquez Reiter, RosinaR.Marquez-Reiter@surrey.ac.ukUNSPECIFIED
Date : 5 December 2016
Identification Number : 10.1075/ps.7.4.06ort
Copyright Disclaimer : Copyright 2016 John Benjamins Publishing. Contact the publisher for permission to re-use or reprint the material in any form.
Uncontrolled Keywords : Key words: calls for information, institutional asymmetries, epistemic mismatch, overt other-initiated repair, impoliteness.
Related URLs :
Depositing User : Symplectic Elements
Date Deposited : 06 Sep 2016 13:36
Last Modified : 12 Sep 2017 16:59
URI: http://epubs.surrey.ac.uk/id/eprint/811984

Actions (login required)

View Item View Item

Downloads

Downloads per month over past year


Information about this web site

© The University of Surrey, Guildford, Surrey, GU2 7XH, United Kingdom.
+44 (0)1483 300800