Kevoe-Feldman2015

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Kevoe-Feldman2015
BibType ARTICLE
Key Kevoe-Feldman2015
Author(s) Heidi Kevoe-Feldman
Title Working the overall structural organization of a call: How customers use third position as leverage for gaining service representatives' assistance in dealing with service problems
Editor(s)
Tag(s) EMCA, Overall Structural Organization, Customer service, Institutional
Publisher
Year 2015
Language English
City
Month
Journal Language & Communication
Volume 43
Number
Pages 47–57
URL Link
DOI 10.1016/j.langcom.2015.05.001
ISBN
Organization
Institution
School
Type
Edition
Series
Howpublished
Book title
Chapter

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Abstract

This article examines customer service encounters in an electronic repair facility and documents two opportunities within the overall structure of the call where customers express, and service representatives manage, different and competing goal orientations within the encounter. The central analysis then demonstrates where and how, within the call, customers seek opportunities for resolving service problems. Findings offer a communication perspective for explaining where tensions between service representatives and clients manifest in service encounters, and contribute to an existing body of research that considers language use in institutional settings.

Notes