This book considers the sequential deployment of the receiver's response to the caller's request in telephone service encounters between native speakers in the U.K, Germany and Italy analysing the different response formats and their grammatical configuration.
This book considers the sequential deployment of the receiver's response to the caller's request in telephone service encounters between native speakers in the U.K, Germany and Italy analysing the different response formats and their grammatical configuration.
List of Tables and Figures Glossary Transcription Conventions System Introduction 1. Theoretical Framework 2. Data and Methodology 3. Simple Response Format to the Request 4. Response Plus Extension 5. Insertion Sequence Followed by the Response 6. The Caller Leads the Conversation 7. The Different Response Formats at One Glance 8. Service Encounters and Call Centre Training Implications 9. Conclusions and Implications References Appendix
List of Tables and Figures Glossary Transcription Conventions System Introduction 1. Theoretical Framework 2. Data and Methodology 3. Simple Response Format to the Request 4. Response Plus Extension 5. Insertion Sequence Followed by the Response 6. The Caller Leads the Conversation 7. The Different Response Formats at One Glance 8. Service Encounters and Call Centre Training Implications 9. Conclusions and Implications References Appendix
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