Chapter
Publicly Available
List of figures
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
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