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Business and Service Telephone Conversations

An Investigation of British English, German and Italian Encounters

  • Book
  • © 2013

Overview

Authors:
  1. Cecilia Varcasia

    1. Free University Bozen-Bolzano, Italy

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Table of contents (10 chapters)

  1. Front Matter

    Pages i-ix
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  2. Introduction

    • Cecilia Varcasia
    Pages 1-6

  3. Theoretical Framework

    • Cecilia Varcasia
    Pages 7-28

  4. Data and Methodology

    • Cecilia Varcasia
    Pages 29-38

  5. Simple Response Format to the Request

    • Cecilia Varcasia
    Pages 39-44

  6. Response plus Extension

    • Cecilia Varcasia
    Pages 45-70

  7. Insertion Sequence Followed by the Response

    • Cecilia Varcasia
    Pages 71-95

  8. The Caller Leads the Conversation

    • Cecilia Varcasia
    Pages 96-107

  9. The Different Response Formats at One Glance

    • Cecilia Varcasia
    Pages 108-117

  10. Service Encounters and Call Centre Training Implications

    • Cecilia Varcasia
    Pages 118-137

  11. Conclusions and Implications

    • Cecilia Varcasia
    Pages 138-145

  12. Back Matter

    Pages 146-181
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Keywords

About this book

This book considers the sequential deployment of the receiver's response to the caller's request in telephone service encounters between native speakers in the U.K, Germany and Italy analysing the different response formats and their grammatical configuration.

Authors and Affiliations

  • Free University Bozen-Bolzano, Italy

    Cecilia Varcasia

About the author

Cecilia Varcasia is a Research Fellow at the Language Study Unit of the Free University of Bozen-Bolzano, Italy. Her research focuses on multilingual communication, discourse and conversation analysis, cross-cultural pragmatics, corpus linguistics and language testing. She has edited Becoming Multilingual (2011), and co-edited Corpora, Discourse & Style (2009).

Bibliographic Information

  • Book Title: Business and Service Telephone Conversations

  • Book Subtitle: An Investigation of British English, German and Italian Encounters

  • Authors: Cecilia Varcasia

  • DOI: https://doi.org/10.1057/9781137286185

  • Publisher: Palgrave Macmillan London

  • eBook Packages: Palgrave Language & Linguistics Collection, Education (R0)

  • Copyright Information: Palgrave Macmillan, a division of Macmillan Publishers Limited 2013

  • Hardcover ISBN: 978-1-137-28617-8Published: 16 October 2013

  • Softcover ISBN: 978-1-349-44919-4Published: 01 January 2013

  • eBook ISBN: 978-1-137-28618-5Published: 16 October 2013

  • Edition Number: 1

  • Number of Pages: IX, 181

  • Topics: Sociolinguistics, Communication Studies, Translation Studies, Discourse Analysis

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