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(Im)politeness in Service Encounters

Marquez Reiter, Rosina and Bou-Franch, Patricia (2017) (Im)politeness in Service Encounters In: The Palgrave Handbook of Linguistic (Im)politeness. Palgrave Macmillan UK, pp. 661-687. ISBN 978-1-137-37507-0

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Abstract

This chapter examines sociopragmatic research on commercial service encounters. It offers a précis of the studies that have utilised service encounters as a vehicle to examine (Im)politeness manifestations. It addresses the methodological advantages of the service encounter as a relatively formalised interactional site in which sociability and efficiency are managed, hence as a locus for the emergence of (Im)politeness orientations. The chapter traces the evolution of (Im)politeness research and discusses the complexities of capturing (Im)politeness practices in transformation: from face-to-face and telephone-mediated encounters to newer communicative arenas resulting from technological advances such as online websites. In so doing, it discusses the analytic challenges involved in understanding (Im)politeness across a multiplicity of prior and current interactions with other parties alongside the exchange with service provider.

Item Type: Book Section
Divisions : Faculty of Arts and Social Sciences > School of Literature and Languages
Authors :
NameEmailORCID
Marquez Reiter, RosinaR.Marquez-Reiter@surrey.ac.uk
Bou-Franch, Patricia
Editors :
NameEmailORCID
Culpeper, Jonathan
Haugh, Michael
Kádár, Dániel Z.
Date : 2017
DOI : 10.1057/978-1-137-37508-7_25
Uncontrolled Keywords : Service Provider; Social Medium; Customer Satisfaction; Service Request; Service Encounter
Depositing User : Clive Harris
Date Deposited : 17 Aug 2018 10:51
Last Modified : 17 Aug 2018 10:51
URI: http://epubs.surrey.ac.uk/id/eprint/849013

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