“How may I help you?”: questions, control and customer care in telephone call centre talk
by Anna Kristina Hultgren, Deborah Cameron
Link
Reference:
Anna Kristina Hultgren, Deborah Cameron, (2009), "“How may I help you?”: questions, control and customer care in telephone call centre talk", In “Why Do You Ask?”: The Function of Questions in Institutional Discourse (Alice F. Freed, Susan Ehrlich, eds.), Oxford, Oxford University Press, pp. 322–342.
Bibtex Entry:
@INCOLLECTION{Hultgren2009,
  address = "Oxford", 
  author = "Anna Kristina Hultgren and Deborah Cameron", 
  booktitle = "“Why Do You Ask?”: The Function of Questions in Institutional Discourse", 
  doi = "10.1093/acprof:oso/9780195306897.003.0015", 
  keywords = "EMCA, Questions, Telephone talk, Customers", 
  editor = "Alice F. Freed and Susan Ehrlich", 
  pages = "322–342", 
  publisher = "Oxford University Press", 
  title = "“How may I help you?”: questions, control and customer care in telephone call centre talk", 
  url = "https://www.oxfordscholarship.com/view/10.1093/acprof:oso/9780195306897.001.0001/acprof-9780195306897-chapter-15", 
  year = "2009", 
}