An introduction to technology mediated service encounters

Chapters in this book

1. Prelim pages i
2. Table of contents v
3. Acknowledgements vii
4. List of tables ix
5. List of figures xi
6. An introduction to technology mediated service encounters 1
7. Section I. Social services
8. Chapter 1. Language discordance and technological facilitation in health care service encounters 17
9. Chapter 2. Context and pragmatic meaning in telephone interpreting 45
10. Section II. Call centres
11. Chapter 3. Managing verbal and embodied conduct in telephone-mediated service encounters 71
12. Chapter 4. Globalizing politeness? 97
13. Chapter 5. Navigating commercial constraints in a service call 121
14. Chapter 6. Call centre service encounters 145
15. Section III. E-service encounters
16. Chapter 7. Responding to bargaining moves in a digital era 173
17. Chapter 8. Intensification in online consumer reviews 199
18. Chapter 9. Relational practices on commercial Facebook wall interactions 223
19. Index 245