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Marquez Reiter, R (2015) IMPOLITENESS IN SERVICE CALLS In: Exploring (im)politeness in specialized and generalized corpora. UNSPECIFIED. ISBN 1-4438-7119-2

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This chapter examines quotidian mediated service encounters where customers telephone a call centre to receive information on train services. In this context the general expectation is that the interlocutors will pay attention to each other’s face and avoid causing offence. This, in theory, should be one of the telephone agents’ prerogatives in that, as frontline workers, they act as ambassadors.

Item Type: Book Section
Divisions : Surrey research (other units)
Authors :
Marquez Reiter,
Date : 1 February 2015
Depositing User : Symplectic Elements
Date Deposited : 16 May 2017 15:33
Last Modified : 23 Jan 2020 15:02

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