Difference between revisions of "KevoeFeldman2015"
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{{BibEntry | {{BibEntry | ||
|BibType=ARTICLE | |BibType=ARTICLE | ||
− | |Author(s)=Heidi Kevoe-Feldman; | + | |Author(s)=Heidi Kevoe-Feldman; |
|Title=Closing the gap in customer service encounters: Customers’ use of upshot formulations to manage service responses | |Title=Closing the gap in customer service encounters: Customers’ use of upshot formulations to manage service responses | ||
− | |Tag(s)=EMCA; Service Encounter; Formulations; Questions; Institutional; | + | |Tag(s)=EMCA; Service Encounter; Formulations; Questions; Institutional; |
|Key=KevoeFeldman2015 | |Key=KevoeFeldman2015 | ||
|Year=2015 | |Year=2015 | ||
+ | |Language=English | ||
|Journal=Pragmatics and Society | |Journal=Pragmatics and Society | ||
|Volume=6 | |Volume=6 | ||
|Number=1 | |Number=1 | ||
− | |Pages= | + | |Pages=67–88 |
− | |URL=https:// | + | |URL=https://www.jbe-platform.com/content/journals/10.1075/ps.6.1.04kev |
− | |DOI= | + | |DOI=10.1075/ps.6.1.04kev |
|Abstract=Within the context of service inquiries, and the specialized inferential logic associated with the particularized activities (Levinson 1992) there is a gap in the orientations of customers and service representatives. Specifically, one problem that arises in customer service encounters is that customers and service representatives appear to arrive at different understandings of what constitutes a relevant response to a service inquiry. By examining one type of customer service context, calls to an electronic repair facility, this article offers a conversation analytic account of how customers use formulations to collaboratively achieve a mutually agreed upon answer to their service inquiry and close the gap in the underlying logics that emerge in these calls. | |Abstract=Within the context of service inquiries, and the specialized inferential logic associated with the particularized activities (Levinson 1992) there is a gap in the orientations of customers and service representatives. Specifically, one problem that arises in customer service encounters is that customers and service representatives appear to arrive at different understandings of what constitutes a relevant response to a service inquiry. By examining one type of customer service context, calls to an electronic repair facility, this article offers a conversation analytic account of how customers use formulations to collaboratively achieve a mutually agreed upon answer to their service inquiry and close the gap in the underlying logics that emerge in these calls. | ||
− | |||
}} | }} |
Latest revision as of 10:44, 15 December 2019
KevoeFeldman2015 | |
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BibType | ARTICLE |
Key | KevoeFeldman2015 |
Author(s) | Heidi Kevoe-Feldman |
Title | Closing the gap in customer service encounters: Customers’ use of upshot formulations to manage service responses |
Editor(s) | |
Tag(s) | EMCA, Service Encounter, Formulations, Questions, Institutional |
Publisher | |
Year | 2015 |
Language | English |
City | |
Month | |
Journal | Pragmatics and Society |
Volume | 6 |
Number | 1 |
Pages | 67–88 |
URL | Link |
DOI | 10.1075/ps.6.1.04kev |
ISBN | |
Organization | |
Institution | |
School | |
Type | |
Edition | |
Series | |
Howpublished | |
Book title | |
Chapter |
Abstract
Within the context of service inquiries, and the specialized inferential logic associated with the particularized activities (Levinson 1992) there is a gap in the orientations of customers and service representatives. Specifically, one problem that arises in customer service encounters is that customers and service representatives appear to arrive at different understandings of what constitutes a relevant response to a service inquiry. By examining one type of customer service context, calls to an electronic repair facility, this article offers a conversation analytic account of how customers use formulations to collaboratively achieve a mutually agreed upon answer to their service inquiry and close the gap in the underlying logics that emerge in these calls.
Notes