Difference between revisions of "Lindstroem-etal2019"

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Latest revision as of 12:38, 9 July 2019

Lindstroem-etal2019
BibType ARTICLE
Key Lindstroem-etal2019
Author(s) Jan Lindström, Catrin Norrby, Camilla Widec, Jenny Nilssond
Title Task-Completing Assessments in Service Encounters
Editor(s)
Tag(s) EMCA, Assessments, Service Encounters, Swedish
Publisher
Year 2019
Language English
City
Month
Journal Research on Language and Social Interaction
Volume 52
Number 2
Pages 85-103
URL Link
DOI 10.1080/08351813.2019.1581468
ISBN
Organization
Institution
School
Type
Edition
Series
Howpublished
Book title
Chapter

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Abstract

This study examines positive low- and high-grade assessments in service encounters between customers and salespersons conducted in Swedish and recorded in Sweden and Finland. The assessments occur in a regular sequential pattern as third-turn moves that complete request-delivery sequences, longer coherent requesting sections, or request sequences in a pre-closing context. The positive valence of the assessments coheres with the satisfactory outcome of task completion, but their function is primarily pragmatic, used for segmenting the flow of task-oriented institutional interaction. The assessments stand as lexical TCUs, and their delivery is characterized by downgraded prosody and the speaker’s embodied shift away from the other. The analysis reveals distributional differences in the interactional practice: Customers produce task-completing assessments more often than the salespersons, and high-grade assessments are more frequent in the data from Sweden than from Finland. The data are in Sweden Swedish and Finland Swedish with English translations.

Notes