Lee2011
Revision as of 13:29, 17 May 2018 by SaulAlbert (talk | contribs) (Text replace - "Conversation analysis" to "Conversation Analysis")
| Lee2011 | |
|---|---|
| BibType | ARTICLE |
| Key | Lee2011 |
| Author(s) | Seung-Hee Lee |
| Title | Responding at a higher level: Activity progressivity in calls for service |
| Editor(s) | |
| Tag(s) | EMCA, Conversation Analysis, Institutional interaction, Preference, Progressivity, Responses, Type-conformity |
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| Year | 2011 |
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| Journal | Journal of Pragmatics |
| Volume | 43 |
| Number | |
| Pages | 904–917 |
| URL | |
| DOI | doi:10.1016/j.pragma.2010.09.028 |
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Abstract
In a set of calls to an airline service in which agents ask for customers’ identifying information, some customers respond by providing different, unrequested information. This paper examines these non-direct, nonconforming responses and shows that those customers anticipate hierarchical institution-specific stages in the activity and respond to the higher-level purpose for which the question was produced. Customers thereby promote the progress of the larger activity in an institutionally relevantway. This suggests that participants can depart from type-conformity with an orientation to activity progressivity.
Notes
