메뉴 건너뛰기




Volumn 39, Issue 1, 2006, Pages 7-39

Interactional closeness in service calls to a montevidean carer service company

Author keywords

[No Author keywords available]

Indexed keywords


EID: 32644450460     PISSN: 08351813     EISSN: None     Source Type: Journal    
DOI: 10.1207/s15327973rlsi3901_2     Document Type: Review
Times cited : (26)

References (57)
  • 2
    • 84937188291 scopus 로고    scopus 로고
    • Aproximación a la estructura de las secuencias de apertura y cierre en las conversaciones telefónicas en español
    • Ávila Muñoz, A. M. (1998). Aproximación a la estructura de las secuencias de apertura y cierre en las conversaciones telefónicas en español [The structure of openings and closings in Spanish telephone conversations]. ELUA, 12, 45-68.
    • (1998) ELUA , vol.12 , pp. 45-68
    • Ávila Muñoz, A.M.1
  • 3
    • 0142161498 scopus 로고    scopus 로고
    • Discovering order in opening sequences: Calls to a software helpline
    • A. McHoul & M. Rapley (Eds.), London, England: Continuum
    • Baker, C., Emmison, M., & Firth, A. (2001). Discovering order in opening sequences: Calls to a software helpline. In A. McHoul & M. Rapley (Eds.), How to analyse talk in institutional settings: A casebook of methods (pp. 41-56). London, England: Continuum.
    • (2001) How to Analyse Talk in Institutional Settings: A Casebook of Methods , pp. 41-56
    • Baker, C.1    Emmison, M.2    Firth, A.3
  • 7
    • 85135427333 scopus 로고    scopus 로고
    • Small talk in service dialogues: The conversational aspects of transactional telephone talk
    • J. Coupland (Ed.), Essex, England: Pearson Education
    • Cheepen, C. (2000). Small talk in service dialogues: The conversational aspects of transactional telephone talk. In J. Coupland (Ed.), Small talk (pp. 288-311). Essex, England: Pearson Education.
    • (2000) Small Talk , pp. 288-311
    • Cheepen, C.1
  • 8
    • 32644432106 scopus 로고    scopus 로고
    • The function of mitigation in the context of a socially stigmatized disease: A case study in a public hospital in Montevideo, Uruguay
    • Delbene, R. (2004). The function of mitigation in the context of a socially stigmatized disease: A case study in a Public Hospital in Montevideo, Uruguay. Spanish in Context, 1/2, 241-266.
    • (2004) Spanish in Context , vol.1-2 , pp. 241-266
    • Delbene, R.1
  • 10
    • 32644440776 scopus 로고    scopus 로고
    • Norms and principles. Putting social and cognitive pragmatics together
    • R. Márquez Reiter & M. E. Placencia (Eds.), Amsterdam: Benjamins
    • Escandell Vidal, V. (2004). Norms and principles. Putting social and cognitive pragmatics together. In R. Márquez Reiter & M. E. Placencia (Eds.), Current trends in the pragmatics of Spanish (pp. 347-371). Amsterdam: Benjamins.
    • (2004) Current Trends in the Pragmatics of Spanish , pp. 347-371
    • Escandell Vidal, V.1
  • 12
    • 0001474322 scopus 로고
    • Critical discourse analysis and the marketization of public discourse: The universities
    • Fairclough, N. (1993). Critical discourse analysis and the marketization of public discourse: The universities. Discourse and Society, 4, 133-168.
    • (1993) Discourse and Society , vol.4 , pp. 133-168
    • Fairclough, N.1
  • 13
    • 32644436731 scopus 로고    scopus 로고
    • Las estrategias de cortesía en la secuencia de cierre de la conversación telefónica en inglés y español
    • P. Garcés Conejos, R. Gómez Morón, L. Fernández Amaya & M. Padilla Cruz (Eds.), Seville, Spain: University of Seville
    • Fernández Amaya, L. (2004). Las estrategias de cortesía en la secuencia de cierre de la conversación telefónica en inglés y español [Politeness strategies in English and Spanish telephone conversations]. In P. Garcés Conejos, R. Gómez Morón, L. Fernández Amaya & M. Padilla Cruz (Eds.), Current trends in intercultural, cognitive and social pragmatics (pp. 255-265). Seville, Spain: University of Seville.
    • (2004) Current Trends in Intercultural, Cognitive and Social Pragmatics , pp. 255-265
    • Fernández Amaya, L.1
  • 14
    • 0012890954 scopus 로고
    • Verbal and bodily rituals of greeting and parting
    • J. S. La Fontaine (Ed.), London: Tavistock
    • Firth, J. R. (1972). Verbal and bodily rituals of greeting and parting. In J. S. La Fontaine (Ed.), Interpretation of ritual (pp. 1-38). London: Tavistock.
    • (1972) Interpretation of Ritual , pp. 1-38
    • Firth, J.R.1
  • 15
    • 84954664880 scopus 로고
    • Salsipuedes: Attempting leave-taking in Colombia
    • Fitch, C. (1991). Salsipuedes: Attempting leave-taking in Colombia. Research on Language and Social Interaction, 24, 209-224.
    • (1991) Research on Language and Social Interaction , vol.24 , pp. 209-224
    • Fitch, C.1
  • 16
    • 84929065591 scopus 로고
    • "I wz wondering-uhm could Raid uhm effect the brain permanently d'y know?": Some observations on the intersection of speaking and writing in calls to a poison control center
    • Frankel, R. (1989). "I wz wondering-uhm could Raid uhm effect the brain permanently d'y know?": Some observations on the intersection of speaking and writing in calls to a poison control center. Western Journal of Speech Communication, 53, 195-226.
    • (1989) Western Journal of Speech Communication , vol.53 , pp. 195-226
    • Frankel, R.1
  • 20
    • 85135425616 scopus 로고    scopus 로고
    • Doing collegiality and keeping control at work: Small talk in government departments
    • J. Coupland (Ed.), Essex, England: Pearson Education
    • Holmes, J. (2000). Doing collegiality and keeping control at work: Small talk in government departments. In J. Coupland (Ed.), Small talk (pp. 32-61). Essex, England: Pearson Education.
    • (2000) Small Talk , pp. 32-61
    • Holmes, J.1
  • 21
    • 0004275758 scopus 로고
    • Bloomington: Indiana University Press
    • Hopper, R. (1992). Telephone conversation. Bloomington: Indiana University Press.
    • (1992) Telephone Conversation
    • Hopper, R.1
  • 22
    • 0002290345 scopus 로고
    • Opening sequences in Dutch telephone conversations
    • D. Boden & D. Zimmerman (Eds.), Berkeley: University of California Press
    • Houtkoop-Steenstra, H. (1991). Opening sequences in Dutch telephone conversations. In D. Boden & D. Zimmerman (Eds.), Talk and social structure (pp. 232-250). Berkeley: University of California Press.
    • (1991) Talk and Social Structure , pp. 232-250
    • Houtkoop-Steenstra, H.1
  • 23
    • 84858537383 scopus 로고    scopus 로고
    • Retrieved September 20, 2004
    • Instituto Nacional de Estadística. (2002). Retrieved September 20, 2004, from www.ine.gub.uy/socio-demograficos/proyecciones.htm
    • (2002)
  • 24
    • 0001232864 scopus 로고
    • The rejection of advice: Managing the problematic convergence of a "troubles-telling" and a "service encounter."
    • Jefferson, G., & Lee, J. (1981). The rejection of advice: Managing the problematic convergence of a "troubles-telling" and a "service encounter." Journal of Pragmatics, 5, 399-422.
    • (1981) Journal of Pragmatics , vol.5 , pp. 399-422
    • Jefferson, G.1    Lee, J.2
  • 25
    • 85064938609 scopus 로고
    • Communicative functions of phatic communion
    • A. Kendon, R. M. Harris, & M. Ritchiekey (Eds.), The Hague, Netherlands: Mouton
    • Laver, J. (1975). Communicative functions of phatic communion. In A. Kendon, R. M. Harris, & M. Ritchiekey (Eds.), Organization and behaviour in face-to-face interaction (pp. 215-238). The Hague, Netherlands: Mouton.
    • (1975) Organization and Behaviour in Face-to-face Interaction , pp. 215-238
    • Laver, J.1
  • 27
    • 84974074902 scopus 로고
    • Identification and recognition in Swedish telephone conversation openings
    • Lindström, A. (1994). Identification and recognition in Swedish telephone conversation openings. Language in Society, 23, 231-252.
    • (1994) Language in Society , vol.23 , pp. 231-252
    • Lindström, A.1
  • 29
    • 84868837553 scopus 로고    scopus 로고
    • La confrontación de imágenes en una interacción asimétrica: ¿médico y paciente: Afiliación o conflicto?
    • D. Bravo (Ed.), Estocolmo: Universidad de Estocolmo. Published in a CD-Rom as part of proceedings, EDICE database
    • Madfes, I. (2003). La confrontación de imágenes en una interacción asimétrica: ¿médico y paciente: Afiliación o conflicto? [Conflicting images in a doctor patient asymmetrical interaction. Affiliation or conflict?]. In D. Bravo (Ed.), Actas del Primer Coloquio del Programa Edice. Estocolmo: Universidad de Estocolmo. Published in a CD-Rom as part of proceedings, EDICE database.
    • (2003) Actas del Primer Coloquio del Programa Edice
    • Madfes, I.1
  • 31
    • 32644444056 scopus 로고    scopus 로고
    • Complaint calls to a caregiver service company: The case of desahogo
    • Márquez Reiter, R. (2005). Complaint calls to a caregiver service company: The case of desahogo. Intercultural Pragmatics, 2(4), 481-513.
    • (2005) Intercultural Pragmatics , vol.2 , Issue.4 , pp. 481-513
    • Márquez Reiter, R.1
  • 32
    • 24344472099 scopus 로고    scopus 로고
    • Displaying closeness and respectful distance in Montevidean and Quiteño service encounters
    • R. Márquez Reiter & M. E. Placencia (Eds.), Amsterdam: John Benjamins
    • Márquez Reiter, R., & Placencia, M. E. (2004). Displaying closeness and respectful distance in Montevidean and Quiteño service encounters. In R. Márquez Reiter & M. E. Placencia (Eds.), Current trends in the pragmatics of Spanish (pp. 121-155). Amsterdam: John Benjamins.
    • (2004) Current Trends in the Pragmatics of Spanish , pp. 121-155
    • Márquez Reiter, R.1    Placencia, M.E.2
  • 34
    • 61849150929 scopus 로고    scopus 로고
    • Interactions en site commercial à montevideo (uruguay) et à edimbourg (royaume uni): «engagement» (involvement) et «considérationenvers les autres» (considerateness)
    • (in press). C. Kerbrat-Orecchioni & V. Traverso (Eds.), Paris: Editions du CNRS
    • Márquez Reiter, R., & Stewart, M. (in press). Interactions en site commercial à Montevideo (Uruguay) et à Edimbourg (Royaume Uni): «engagement» (involvement) et «considé rationenvers les autres» (considerateness) [Service encounters in Montevideo (Uruguay) and Edinburgh (United Kingdom): Involvement v. considerateness]. In C. Kerbrat-Orecchioni & V. Traverso (Eds.), Les interactions en site commercial: 999invariants et variations. Paris: Editions du CNRS.
    • Les Interactions en Site Commercial: 999invariants et Variations
    • Márquez Reiter, R.1    Stewart, M.2
  • 35
    • 0001960879 scopus 로고
    • Assessing the "policeworthiness" of citizen complaints to the police
    • D. Helm, W. Anderson, A. Meehan, & A. Rawls (Eds.), New York: Irvington
    • Meehan, A. (1989). Assessing the "policeworthiness" of citizen complaints to the police. In D. Helm, W. Anderson, A. Meehan, & A. Rawls (Eds.), The interactional order: New directions in the study of social order (pp. 16-20). New York: Irvington.
    • (1989) The Interactional Order: New Directions in the Study of Social Order , pp. 16-20
    • Meehan, A.1
  • 36
    • 84974449564 scopus 로고
    • On questions following questions in service encounters
    • Merritt, M. (1976). On questions following questions in service encounters. Language in Society, 5, 315-357.
    • (1976) Language in Society , vol.5 , pp. 315-357
    • Merritt, M.1
  • 39
    • 32644444515 scopus 로고
    • Politeness in mediated telephone conversations in Ecuadorian Spanish and British English
    • Placencia, M. E. (1992). Politeness in mediated telephone conversations in Ecuadorian Spanish and British English. Language Learning Journal, 6, 80-82.
    • (1992) Language Learning Journal , vol.6 , pp. 80-82
    • Placencia, M.E.1
  • 40
    • 24344470497 scopus 로고    scopus 로고
    • Opening up closings-the Ecuadorian way
    • Placencia, M. E. (1997). Opening up closings-the Ecuadorian way. Text, 17, 1, 53-81.
    • (1997) Text , vol.17 , Issue.1 , pp. 53-81
    • Placencia, M.E.1
  • 41
    • 0000098051 scopus 로고
    • A simplist systematics for the organization of turn-taking in conversation
    • Sacks, H., Schegloff, E. A., & Jefferson, G. (1974). A simplist systematics for the organization of turn-taking in conversation. Language, 4, 696-735.
    • (1974) Language , vol.4 , pp. 696-735
    • Sacks, H.1    Schegloff, E.A.2    Jefferson, G.3
  • 42
    • 84858550431 scopus 로고    scopus 로고
    • Different verbal routines in telephone call openings
    • C. Valero Garcés (Ed.), Alcalá, Spain: Alcalá de Henares
    • Santamaría García, C. (1996). Different verbal routines in telephone call openings. In C. Valero Garcés (Ed.), Culturas sin fronteras. Encuentros frente a la traducció (pp. 231-237). Alcalá, Spain: Alcalá de Henares.
    • (1996) Culturas Sin Fronteras. Encuentros Frente a la Traducció , pp. 231-237
    • Santamaría García, C.1
  • 43
    • 32644449335 scopus 로고
    • Sequencing in conversational openings
    • J. Laver & S. Hutcheson (Eds.), Middlesex, England: Penguin. [Original work published 1968]
    • Schegloff, E. A. (1972). Sequencing in conversational openings. In J. Laver & S. Hutcheson (Eds.), Communication in face-to-face interaction (pp. 374-405). Middlesex, England: Penguin. [Original work published 1968]
    • (1972) Communication in Face-to-face Interaction , pp. 374-405
    • Schegloff, E.A.1
  • 44
    • 0002439857 scopus 로고
    • Identification and recognition in telephone conversation openings
    • G. Psathas (Ed.), New York: Irvington
    • Schegloff, E. A. (1979). Identification and recognition in telephone conversation openings. In G. Psathas (Ed.), Everyday language: Studies in ethnomethodology (pp. 23-78). New York: Irvington.
    • (1979) Everyday Language: Studies in Ethnomethodology , pp. 23-78
    • Schegloff, E.A.1
  • 45
    • 0001703175 scopus 로고
    • The routine as achievement
    • Schegloff, E. A. (1986). The routine as achievement. Human Studies, 9, 11-151.
    • (1986) Human Studies , vol.9 , pp. 11-151
    • Schegloff, E.A.1
  • 46
    • 32644433230 scopus 로고
    • Telephone conversation
    • R. Asher (Ed.), Oxford, England: Pergamon
    • Schegloff, E. A. (1993). Telephone conversation. In R. Asher (Ed.), Encyclopedia of language and linguistics (pp. 4547-4549) Oxford, England: Pergamon.
    • (1993) Encyclopedia of Language and Linguistics , pp. 4547-4549
    • Schegloff, E.A.1
  • 47
    • 29144513425 scopus 로고    scopus 로고
    • Reflections on research on telephone conversation: Issues of cross-cultural scope and scholarly exchange, interactional import and consequences
    • K. Kwong Luke & T. S. Pavlidou (Eds.), Amsterdam: Benjamins
    • Schegloff, E. A. (2002). Reflections on research on telephone conversation: Issues of cross-cultural scope and scholarly exchange, interactional import and consequences. In K. Kwong Luke & T. S. Pavlidou (Eds.), Telephone calls: Unity and diversity in conversational structure across languages and cultures (pp. 249-281). Amsterdam: Benjamins.
    • (2002) Telephone Calls: Unity and Diversity in Conversational Structure Across Languages and Cultures , pp. 249-281
    • Schegloff, E.A.1
  • 48
    • 29144495453 scopus 로고    scopus 로고
    • Comparing telephone call openings: Theoretical and methodological reflections
    • K. Kwong Luke & T. S. Pavlidou (Eds.), Amsterdam: Benjamins
    • Ten Have, P. (2002). Comparing telephone call openings: Theoretical and methodological reflections. In K. Kwong Luke & T. S. Pavlidou (Eds.), Telephone calls: Unity and diversity in conversational structure across languages and cultures (pp. 233-248). Amsterdam: Benjamins.
    • (2002) Telephone Calls: Unity and Diversity in Conversational Structure Across Languages and Cultures , pp. 233-248
    • Ten Have, P.1
  • 49
    • 0031284043 scopus 로고    scopus 로고
    • Interactional trouble in emergency service requests: A problem of frames
    • Tracy, K. (1997). Interactional trouble in emergency service requests: A problem of frames. Research on Language and Social Interaction, 30, 315-343.
    • (1997) Research on Language and Social Interaction , vol.30 , pp. 315-343
    • Tracy, K.1
  • 50
    • 21644446282 scopus 로고    scopus 로고
    • "I just need to ask somebody some questions": Sensitivities in domestic dispute calls
    • J. Cotterill (Ed.), Basingstoke, England: Palgrave/Macmillan
    • Tracy, K., & Agne, R. (2002). "I just need to ask somebody some questions": Sensitivities in domestic dispute calls. In J. Cotterill (Ed.), Language in the legal process (pp. 75-89). Basingstoke, England: Palgrave/Macmillan.
    • (2002) Language in the Legal Process , pp. 75-89
    • Tracy, K.1    Agne, R.2
  • 51
    • 0005644681 scopus 로고    scopus 로고
    • Relational positioning strategies in police calls: A dilemma
    • Tracy, K., & Anderson, D. (1999). Relational positioning strategies in police calls: A dilemma. Discourse Studies, 1/2, 201-225.
    • (1999) Discourse Studies , vol.1-2 , pp. 201-225
    • Tracy, K.1    Anderson, D.2
  • 54
    • 84935460870 scopus 로고
    • Sequential and institutional contexts in calls for help
    • Whalen, M., & Zimmerman, D. (1987). Sequential and institutional contexts in calls for help. Social Psychology Quarterly, 50, 172-185.
    • (1987) Social Psychology Quarterly , vol.50 , pp. 172-185
    • Whalen, M.1    Zimmerman, D.2
  • 55
    • 84882207903 scopus 로고    scopus 로고
    • Reporting problems and offering assistance in Japanese business telephone conversations
    • K. Kwong Luke & T. S. Pavlidou (Eds.), Amsterdam: Benjamins
    • Yotsukura, L. (2002). Reporting problems and offering assistance in Japanese business telephone conversations. In K. Kwong Luke & T. S. Pavlidou (Eds.), Telephone calls: Unity and diversity in conversational structure across languages and cultures (pp. 135-170). Amsterdam: Benjamins.
    • (2002) Telephone Calls: Unity and Diversity in Conversational Structure Across Languages and Cultures , pp. 135-170
    • Yotsukura, L.1
  • 56
    • 0002082887 scopus 로고
    • Achieving context: Openings in emergency calls
    • G. Watson & R. Seiler (Eds.), Newbury Park, CA: Sage
    • Zimmerman, D. H. (1992a). Achieving context: Openings in emergency calls. In G. Watson & R. Seiler (Eds.), Text in context: Contributions to ethnomethodology (pp. 35-51). Newbury Park, CA: Sage.
    • (1992) Text in Context: Contributions to Ethnomethodology , pp. 35-51
    • Zimmerman, D.H.1
  • 57
    • 0001702114 scopus 로고
    • The interactional organization of calls for emergency assistance
    • P. Drew & J. Heritage (Eds.), Cambridge, England: Cambridge University Press
    • Zimmerman, D. H. (1992b). The interactional organization of calls for emergency assistance. In P. Drew & J. Heritage (Eds.), Talk at work (pp. 418-469). Cambridge, England: Cambridge University Press.
    • (1992) Talk at Work , pp. 418-469
    • Zimmerman, D.H.1


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.