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
by Heidi Kevoe-Feldman
Link
Reference:
Heidi Kevoe-Feldman, (2015), "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", Language & Communication, vol. 43, pp. 47–57.
Bibtex Entry:
@ARTICLE{Kevoe-Feldman2015,
  author = "Heidi Kevoe-Feldman", 
  doi = "10.1016/j.langcom.2015.05.001", 
  keywords = "EMCA, Overall Structural Organization, Customer service, Institutional", 
  journal = "Language & Communication", 
  pages = "47–57", 
  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", 
  url = "http://www.sciencedirect.com/science/article/pii/S0271530915000452", 
  volume = "43", 
  year = "2015", 
}