Lee2011

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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
Publisher
Year 2011
Language
City
Month
Journal Journal of Pragmatics
Volume 43
Number 3
Pages 904–917
URL Link
DOI 10.1016/j.pragma.2010.09.028
ISBN
Organization
Institution
School
Type
Edition
Series
Howpublished
Book title
Chapter

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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 relevant way. This suggests that participants can depart from type-conformity with an orientation to activity progressivity.

Notes