Chapter 1. Language discordance and technological facilitation in health care service encounters
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July De Wilde
Abstract
This chapter reports on the design and implementation of a multilingual, mobile app to facilitate the communication in language discordant face-to-face service encounters (SEs). It describes the results of a two-group between-subjects experiment, in which respondents (N = 20) were randomly assigned to either a SE with app (N = 11), or a SE without app (N = 9). The research builds on the hypothesis that technological mediation facilitates the transfer of information. To verify this hypothesis, it relies on qualitative and quantitative research data: (i) SERVQUAL satisfaction questionnaires and (ii) interaction analysis of video-recorded SEs. The findings address concerns of lengthened visit time, reduced eye contact and additional training needs. The chapter closes with brief guidelines for unlocking the potential of mHealth in language discordant SEs.
Abstract
This chapter reports on the design and implementation of a multilingual, mobile app to facilitate the communication in language discordant face-to-face service encounters (SEs). It describes the results of a two-group between-subjects experiment, in which respondents (N = 20) were randomly assigned to either a SE with app (N = 11), or a SE without app (N = 9). The research builds on the hypothesis that technological mediation facilitates the transfer of information. To verify this hypothesis, it relies on qualitative and quantitative research data: (i) SERVQUAL satisfaction questionnaires and (ii) interaction analysis of video-recorded SEs. The findings address concerns of lengthened visit time, reduced eye contact and additional training needs. The chapter closes with brief guidelines for unlocking the potential of mHealth in language discordant SEs.
Chapters in this book
- Prelim pages i
- Table of contents v
- Acknowledgements vii
- List of tables ix
- List of figures xi
- An introduction to technology mediated service encounters 1
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Section I. Social services
- Chapter 1. Language discordance and technological facilitation in health care service encounters 17
- Chapter 2. Context and pragmatic meaning in telephone interpreting 45
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Section II. Call centres
- Chapter 3. Managing verbal and embodied conduct in telephone-mediated service encounters 71
- Chapter 4. Globalizing politeness? 97
- Chapter 5. Navigating commercial constraints in a service call 121
- Chapter 6. Call centre service encounters 145
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Section III. E-service encounters
- Chapter 7. Responding to bargaining moves in a digital era 173
- Chapter 8. Intensification in online consumer reviews 199
- Chapter 9. Relational practices on commercial Facebook wall interactions 223
- Index 245
Chapters in this book
- Prelim pages i
- Table of contents v
- Acknowledgements vii
- List of tables ix
- List of figures xi
- An introduction to technology mediated service encounters 1
-
Section I. Social services
- Chapter 1. Language discordance and technological facilitation in health care service encounters 17
- Chapter 2. Context and pragmatic meaning in telephone interpreting 45
-
Section II. Call centres
- Chapter 3. Managing verbal and embodied conduct in telephone-mediated service encounters 71
- Chapter 4. Globalizing politeness? 97
- Chapter 5. Navigating commercial constraints in a service call 121
- Chapter 6. Call centre service encounters 145
-
Section III. E-service encounters
- Chapter 7. Responding to bargaining moves in a digital era 173
- Chapter 8. Intensification in online consumer reviews 199
- Chapter 9. Relational practices on commercial Facebook wall interactions 223
- Index 245
