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Business and Service Telephone Conversations: An Investigation of British English, German and Italian Encounters de Cecilia Varcasia

Business and Service Telephone Conversations: An Investigation of British English, German and Italian Encounters

Autor Cecilia Varcasia
en Limba Engleză Hardback – 16 oct 2013
This book considers the sequential deployment of the receiver's response to the caller's request in telephone service encounters between native speakers in the U.K, Germany and Italy analysing the different response formats and their grammatical configuration.
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Specificații

ISBN-13: 9781137286178
ISBN-10: 1137286172
Pagini: 181
Ilustrații: IX, 181 p.
Dimensiuni: 140 x 216 x 18 mm
Greutate: 0.41 kg
Ediția:2013
Editura: Palgrave Macmillan UK
Colecția Palgrave Macmillan
Locul publicării:London, United Kingdom

Cuprins

List of Tables and Figures Glossary Transcription Conventions System Introduction 1. Theoretical Framework 2. Data and Methodology 3. Simple Response Format to the Request 4. Response Plus Extension 5. Insertion Sequence Followed by the Response 6. The Caller Leads the Conversation 7. The Different Response Formats at One Glance 8. Service Encounters and Call Centre Training Implications 9. Conclusions and Implications References Appendix

Notă biografică

Cecilia Varcasia is a Research Fellow at the Language Study Unit of the Free University of Bozen-Bolzano, Italy. Her research focuses on multilingual communication, discourse and conversation analysis, cross-cultural pragmatics, corpus linguistics and language testing. She has edited Becoming Multilingual (2011), and co-edited Corpora, Discourse & Style (2009).