Ekstroem-etal2013

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Ekstroem-etal2013
BibType ARTICLE
Key Ekstroem-etal2013
Author(s) Mats Ekström, Anna Lindström, Susanna Karlsson
Title Managing troubles-talk in the renegotiation of a loan contract
Editor(s)
Tag(s) EMCA, Debt, financial troubles, institutional agenda, moral concerns, reason for call, stigma, student loan, temporal shift, troubles-tellings
Publisher
Year 2013
Language English
City
Month
Journal Discourse Studies
Volume 15
Number 4
Pages 371–394
URL Link
DOI 10.1177/1461445613483038
ISBN
Organization
Institution
School
Type
Edition
Series
Howpublished
Book title
Chapter

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Abstract

This study focuses on troubles-tellings in calls to the Swedish Board for Student Support, where the caller wants to negotiate the repayment contract of a student loan. The study relates to research on the organization of troubles-tellings in institutional interaction, and the overall question of how talk about money is a delicate matter that is shaped by moral concerns. The data consist of 94 calls in which the caller proposes either a reduction or a temporal suspension of repayment. The analysis shows that troubles-tellings are launched to account for past failures to adhere to the contracted payment schedule. These tellings are met with minimal responses, which in turn engender a shift towards solutions that resonate with the institutional agenda. The study explores the resources recruited by the participants to deal with a potentially stigmatic situation by formulating the troubles as merely temporary and projecting a future situation where payments are made on time.

Notes