6533b85ffe1ef96bd12c1a91
RESEARCH PRODUCT
(Im)politeness in Service Encounters
Rosina Márquez ReiterPatricia Bou-franchsubject
060201 languages & linguisticsPolitenessbusiness.industrymedia_common.quotation_subject05 social sciences050801 communication & media studies06 humanities and the artsPublic relationsService provider0508 media and communications0602 languages and literatureCustomer satisfactionSociologybusinessSocial psychologymedia_commondescription
This chapter examines sociopragmatic research on commercial service encounters. It offers a precis of the studies that have utilised service encounters as a vehicle to examine (Im)politeness manifestations. It addresses the methodological advantages of the service encounter as a relatively formalised interactional site in which sociability and efficiency are managed, hence as a locus for the emergence of (Im)politeness orientations. The chapter traces the evolution of (Im)politeness research and discusses the complexities of capturing (Im)politeness practices in transformation: from face-to-face and telephone-mediated encounters to newer communicative arenas resulting from technological advances such as online websites. In so doing, it discusses the analytic challenges involved in understanding (Im)politeness across a multiplicity of prior and current interactions with other parties alongside the exchange with service provider.
| year | journal | country | edition | language |
|---|---|---|---|---|
| 2017-01-01 |