A multimodal analysis of digitally mediated service encounters using ‘super-sticky’ applications: Implications from the micro to the macro

References

Andersson, Wastlund, and Kristensson. (2015). The effect of gaze on consumers’ encounter evaluation. Int. J. Retail Distrib. Manag. 44: 372–396.10.1108/IJRDM-03-2015-0034Search in Google Scholar

Bailey, B. (1997). Communication of respect in interethnic service encounters. Lang. Soc. 26: 327–356, https://doi.org/10.1017/s0047404500019497.Search in Google Scholar

Bailey, B. (2000). Communicative behavior and conflict between African-American customers and Korean immigrant retailers in Los Angeles. Discourse Soc. 11: 86–108, https://doi.org/10.1177/0957926500011001004.Search in Google Scholar

Blommaert, J. (2010). The sociolinguistics of globalization. Cambridge University Press, Cambridge, UK.10.1017/CBO9780511845307Search in Google Scholar

Blommaert, J. (2015). Chronotopes, scales, and complexity in the study of language in society. Annu. Rev. Anthropol. 44: 105–116, https://doi.org/10.1146/annurev-anthro-102214-014035.Search in Google Scholar

Blommaert, J., Lu, Y., and Li, K. (2019). From the self to the selfie. Tilburg papers in culture studiespaper, 222, Available at: https://www.tilburguniversity.edu/sites/default/files/download/TPCS_222_Blommaert-Lu-Li.pdf last (Accessed 22 Oct 2019).Search in Google Scholar

Boyd, D. (2014). It’s complicated: the social lives of networked teens. Yale University Press, New Haven, CT.Search in Google Scholar

Chen, Y., Mao, Z., and Qiu, L. (2018). Super-sticky Wechat and Chinese Society. Emerald Points, Bingley.10.1108/9781787430914Search in Google Scholar

China Internet Watch Analysis. (2019). Statistics China internet users, Available at: https://www.chinainternetwatch.com/statistics/china-internet-users/ last (Accessed 05 May 2020).Search in Google Scholar

Coupland, N. (1983). Patterns of encounter management: further arguments for discourse variables. Lang. Soc. 12: 459–476, https://doi.org/10.1017/s0047404500010198.Search in Google Scholar

Erbaugh, M.S. (2008). China expands its courtesy: saying “Hello” to strangers. J. Asian Stud. 67: 621–652, https://doi.org/10.1017/s0021911808000715.Search in Google Scholar

Fillietaz, L. (2004). The multimodal negotiation of service encounters. In: LeVine, P. and Scollon, R. (Eds.), Discourse and technology: multimodal discourse analysis. Georgetown University Press, Washington D.C, pp. 88–100.Search in Google Scholar

Giebelhausen, M., Robinson, S.G., Sirianni, N.J., and Brady, M.K. (2014). Touch versus tech: when technology functions as a barrier or a benefit to service encounters. J. Market. 78: 113–124, doi:https://doi.org/10.1509/jm.13.0056.Search in Google Scholar

Goffman, E. (1974). Frame analysis: an essay on the organization of experience. Harvard University Press, Cambridge, MA.Search in Google Scholar

Goffman, E. (1981). Forms of talk. University of Pennsylvania Press, Philadelphia, PA.Search in Google Scholar

Goffman, E. (1983). The interaction order: American Sociological Association, 1982 presidential address. Am. Socio. Rev. 48: 1–17, https://doi.org/10.2307/2095141.Search in Google Scholar

Haliday, M. and Hasan, R. (1989). Language, context, and text: aspects of Language in a social-semiotic perspective. Oxford University Press, Oxford.Search in Google Scholar

Hanser, A. (2008). Service encounters: class, gender, and the market for social distinction in urban China. Stanford University Press, Stanford, CA.Search in Google Scholar

Izadi, D. (2020). Studying service encounters. In: The spatial and temporal dimensions of interactions. Palgrave Macmillan, Cham, pp. 35–86.10.1007/978-3-030-19584-7_2Search in Google Scholar

Jones, R.H. (2005). ‘You show me yours, I’ll show you mine’: the negotiation of shifts from textual to visual modes in computer-mediated interaction among gay men. Vis. Commun. 4: 69–92, doi:https://doi.org/10.1177/1470357205048938.Search in Google Scholar

Jones, R.H. (2010). Cyberspace and physical space: attention structures in computer mediated communication. In: Jaworski, A. and Thurlow, C. (Eds.), Semiotic landscapes: text, space and globalization. Continuum, London, UK, pp. 151–167.Search in Google Scholar

Jones, R.H. (2010). Cyberspace and physical space: Attention structures in computer mediated communication. In: Jaworski, A., and Thurlow, C. (Eds.), Semiotic landscapes: Text, space and globalization. Continuum, London, pp. 151–167.Search in Google Scholar

Jones, R.H. (2013). Technology and sites of display. In: Jewitt, C. (Ed.), The Routledge handbook of multimodal analysis, 2nd ed. Routledge, London, UK, pp. 139–151.Search in Google Scholar

Jones, R. (2016a). Spoken discourse. Bloomsbury Publishing, London, UK.10.5040/9781350012172Search in Google Scholar

Jones, R.H. (2016b). Surveillance. In: Georgakopoulou, A. and Spilloti, T. (Eds.), The Routledge handbook of language and digital communication. Routledge London, UK, pp. 408–411.Search in Google Scholar

Jones, R.H. and Hafner, C.A. (2012). Understanding digital literacies: a practical introduction. Routledge, London, UK.10.4324/9780203095317Search in Google Scholar

Kress, G. (2010). Multimodality: A Social Semiotic Approach to Contemporary Communication. Routledge, London.Search in Google Scholar

Kress, G. and van Leeuwen, T. (2006). Reading images: the grammar of visual design. Routledge, New York.10.4324/9780203619728Search in Google Scholar

Kuiper, K. and Flindall, M. (2014). Social rituals, formulaic speech and small talk at the supermarket checkout. In: Coupland, J. (Ed.), Small talk. Routledge, London, UK, pp. 203–228.10.4324/9781315838328-10Search in Google Scholar

Li, K. and Blommaert, J. (2017). The care of the selfie: Ludic chronotopes of baifumei in online China. Tilburg Papers in culture Studies no 197, Available at: https://pure.uvt.nl/ws/portalfiles/portal/32304772/TPCS_197_Li_Blommaert.pdf last (Accessed 15 Jun 2018).Search in Google Scholar

McCarthy, M. (2014). Mutually captive audiences: small talk and the genre of close-contact service encounters. In: Coupland, J. (Ed.), Small talk. Routledge, New York, NY, pp. 104–129.10.4324/9781315838328-5Search in Google Scholar

Norris, S. (2004). Analyzing multimodal interaction: a methodological framework. Routledge, New York, NY.10.4324/9780203379493Search in Google Scholar

Norris, S. (2016). Concepts in multimodal discourse analysis with examples from video conferencing. In: Yearbook of the Poznan linguistic meeting, Vol. 2. De Gruyter Open, pp. 141–165. https://doi.org/10.1515/yplm-2016-0007.Search in Google Scholar

Norris, S. (2019). Systematically working with multimodal data: research methods in multimodal discourse analysis, 1st ed. Hoboken, NJ: Wiley-Blackwell.10.1002/9781119168355Search in Google Scholar

Norris, S. and Jones, R.H. (2005). Discourse in action: introducing mediated discourse analysis. Routledge, New York, NY.10.4324/9780203018767Search in Google Scholar

Rampton, B. and Eley, L. (2018). Goffman and the everyday interactional grounding of surveillance. Tilburg Papers in Culture studies no 246, Available at: https://www.tilburguniversity.edu/sites/default/files/download/TPCS_214_Rampton-Eley_2.pdf (Accessed 23 Aug 2019).Search in Google Scholar

Scollon, R. (2001). Mediated discourse: the nexus of practice. Routledge, New York, NY.10.4324/9780203420065Search in Google Scholar

Statista (2020). Penetration rates of internet users in China from December 2009 – March 2020, Available at:https://www.statista.com/statistics/236963/penetration-rate-of-internet-users-in-china/ last (Accessed 03 May 2020).Search in Google Scholar

De Wilde, J., Van Praet, E., and Van Vaerenbergh, Y. (2019). Language discordance and technological facilitation in health care service encounters. In: Garcés-Conejos, B., Fernández-Amaya, L., and de la O Hernández-López, M. (Eds.), Technology mediated service encounters. John Benjamins Publishing Company, Amsterdam, pp. 17–43.10.1075/pbns.300.01dewSearch in Google Scholar

Turkle, S. (2011). Alone together: why we expect more from technology and less from each other. Basic Books, New York.Search in Google Scholar

Wertsch, J.V. (1998). Mind as action. Oxford University Press, Oxford.10.1093/acprof:oso/9780195117530.001.0001Search in Google Scholar

Wertsch, J.V. (2009). Voices of the mind: sociocultural approach to mediated action. Harvard University Press, Cambridge, MA.Search in Google Scholar

Wesch, M. (2009). Youtube and you: experiences of self-awareness in the context collapse of the recording webcam. Explor. Media Ecol. 8: 19–34.10.1386/eme.8.2.99_1Search in Google Scholar