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Journal mutations
Part of
Technology Mediated Service Encounters
Edited by Pilar Garcés-Conejos Blitvich, Lucía Fernández-Amaya and María de la O Hernández-López
[
Pragmatics & Beyond New Series
300] 2019
► pp.
245
–
248
◄
previous
Index
A
Agenda
11, 20, 127, 129–133, 137–140, 195, 219, 241
Ambiguity
4–5, 9, 18, 50, 121, 126, 128–129, 133, 139–141
B
Between- and within-speaker interval
25, 28
Block
126–127, 131, 230
Breach
83, 85–87
C
Call centre
1, 3–6, 9–14, 97, 99–104, 110–111, 116–119, 122–123, 125, 141–143, 145–169
Camouflage
121
Chinese
7, 14, 181, 194, 196, 199–201, 203–204, 206–221
Client satisfaction
19, 24
Client-centered communication
20
eye contact
30
Client-initiated questions
22, 27, 35
Commercial encounter
224
Communicative understanding
19, 32, 34
Company
1, 3–4, 11–12, 17, 45–46, 55–57, 60, 71, 80, 85, 97, 102, 105, 112–114, 121–127, 129–130, 137, 142, 145–146, 157, 162, 166, 173, 199, 201, 211–212, 223, 226–238, 242–243
Complaint
11, 14, 73, 88, 91, 123, 127, 142, 202, 221, 236–237
Computer-mediated communication
175, 194, 197, 199–201, 221, 240–242
Constraint
71, 73, 76, 82, 88–90, 121–122, 125–126, 128, 130–132, 135, 138–140, 174, 192, 194
Consumer
6–7, 11, 76, 199, 201, 203, 206–207, 211–219, 223–224, 226–227, 231–233, 235–238
Context
3–7, 10, 14, 23–25, 45–49, 54, 56–57, 59–60, 63–65, 67, 74, 91, 100, 140, 143, 146, 148–149, 151, 153–154, 156, 168, 174, 178–179, 181, 183, 192, 194, 202, 204, 207, 218–221, 229, 239, 243
Conversation analysis
Conversational progressivity
75–76, 85, 87–89
sequencing
19, 27
Conversationalisation
145–147, 150, 153, 156, 164, 166–167
Corporation
223, 227–228, 231–233, 237–238
D
Digital communication
36, 224, 239, 241–243
Discourse
3, 5, 8, 10–14, 19, 23, 36–37, 39, 45–49, 53, 57, 61, 64–65, 91–92, 112–113, 117, 141, 145–148, 150–153, 157, 161–162, 165–166, 168–169, 173, 175, 177, 180, 192, 194–197, 199, 201, 204, 208, 216, 218–221, 239–244
Disengagement
73
Dispute resolution
72, 77, 87–88, 90–91, 93–94
E
eHealth
17, 38, 40
Embodied conduct
Employee practices
110
Expert knowledge
121
Expletive
204, 208–209, 211, 213, 215, 217
Explicitness
121, 123
Eye gaze
ix, 19, 25, 30–33
F
Face
1–3, 6–8, 10, 17–19, 23, 50, 54, 73, 87–88, 97–98, 110, 115, 117, 123, 133, 141, 145–149, 151–152, 154, 157–158, 160, 163–165, 167–169, 173–175, 178, 182, 193, 196–197, 223, 225–227, 241–243
Facebook
6–7, 9, 11, 178, 192, 196, 223–224, 226–228, 233, 237, 239–243
wall interaction
223–224
G
Globalization
4–5, 8, 10, 13–14, 18, 97–99, 116–119, 145, 193, 216, 241
Globalizing politeness
97
Go ahead
126, 192
Greetings
ix, 4, 6, 111–112, 123, 147–150, 153, 155, 162, 164, 166, 173, 176–178, 184–191
H
Helpline
10, 71–72, 90–91, 141–142
Hold-acceptance adjacency pair
I
Ideational
145, 147, 152, 155, 157–158, 164
Identity
14, 92, 117, 122, 147, 149–150, 152, 157–158, 160–161, 165, 167, 183, 205, 226, 230, 241, 243
Impoliteness
ix, 4, 11, 13, 105, 117–119, 142, 197, 216, 220, 229–230, 240, 242–243
Insertion sequence
75, 140
Institutional prescription
5, 101, 103, 109, 111
Intensification
ix, 7, 181, 199–201, 203–218, 220
Intensifier
205, 208–210, 213, 215
Interaction
3–4, 7, 11, 13, 23, 36, 50, 71, 73–74, 88, 90–91, 100–101, 104, 111–112, 119, 122, 124–125, 142, 147, 173–176, 178, 183, 191–192, 196, 219, 223–228, 230, 233, 238–240, 242–243
analysis
8, 24–25, 27, 32, 73–74
exit
73, 82, 85, 87–90
trajectories
Internet language
211–212, 221
Interpersonal
99, 103–104, 110, 116, 119, 127, 145–147, 150, 152–155, 157, 160, 162, 165, 167, 173–174, 178, 188, 191, 205, 216, 220, 225
L
Language discordant healthcare SEs
19
play
216
Lengthened visit time
2, 17, 29
Likert scale
ix, 24, 26, 35, 43, 213
M
Meaning
9, 14, 31, 34–35, 45–50, 56–57, 59, 63–64, 67, 127–128, 143, 152–153, 202, 212, 214, 219, 232
Mediated service encounter
224
Mhealth
2, 17–20, 36–38, 40
Mixed method
11, 17, 19, 35
Mobile app
2, 8, 17, 19, 35
phones
38, 52, 89–90
Multi-activity
71–73, 88–89
Multilingualism
17, 141, 239
Multimodal meaning making
31, 35
Multi-tasking
73
N
Networked sequence
227
Neutrality
73
Next turn proof procedure
83
Non-verbal communication
25
O
Oblique
131, 140
Online consumer review
7, 14, 199, 201, 207, 215–218, 220–221
Orthographical emphasis
211
P
Pausing behavior
28–29
Polar question
75, 92
Politeness
ix, 1, 3–5, 7, 9–11, 13–14, 86, 97–101, 103, 109–111, 113, 115–119, 123, 141–142, 145, 149, 158, 162, 164–166, 168–169, 175, 179–181, 195–197, 204, 220, 223, 225, 229–230, 237, 239–244 ;
see also
globalizing politeness
Preliminaries
121, 124, 126, 140
Pre-second insert sequence
Progressivity
5, 72, 74–77, 79–80, 84–85, 87–89, 93
Public service interpreting
14, 20, 50, 55–56, 67
Punctuation emphasis
208–211, 213, 215–217
R
Relational practice
ix, 7, 223–224, 226, 228–230, 234–235, 237–239
work
4, 7, 13, 174–175, 190–193, 196, 223–224, 227, 229–230, 237, 239–240, 242
Request for information
Response
66, 75, 92, 123, 126–127, 133, 140–142, 157, 159, 164, 173, 175, 178, 180–181, 195, 197, 200, 221, 232, 237–238
Review valence
199, 202, 214, 217
S
SE
ix, 1–9, 11, 17, 19–21, 23–31, 35 ;
see also
mediated service encounter, service encounter
Semiotic modalities
Sequence
27, 63, 71–72, 74–75, 77, 83–85, 87, 89, 93, 126, 132, 143, 178, 227, 230–234, 236–238 ;
see also
networked sequence, pre-second insert sequence, side sequence
Service encounter
6, 12–14, 17, 40, 43, 97–98, 107, 141–142, 191–192, 196, 201, 224–225, 244
see also
mediated service encounter, SEy
provider satisfaction
19
quality
17–18, 24–26, 41, 43
SERVQUAL satisfaction questionnaires
ix, 2, 17, 23, 26
Side sequence
75, 92
Social networking site
7, 223–226, 237, 239
practice
2, 100, 200, 225, 227
relation
99, 111, 151, 174, 227
Stream of activity
T
Taboo words
205, 208–209, 211, 213, 215–217, 230
Technological constraint
mediation
2, 17, 19, 23, 30, 35
Telephone interpreter
3, 59, 63
interpreting
14, 45–46, 51–54, 56, 66
Telephone-mediated dispute resolution
interaction
71, 73, 90
Textual
7, 145–147, 152–153, 155, 157, 162, 164, 166, 175, 223, 232, 238–241
Technology-facilitated communication
17
Temporary interactional exits
TFC
17, 40
Third-party mediator
TMC
17, 40
Training
2, 17, 20–21, 25, 27–28, 31–32, 34–36, 40, 45–47, 54–56, 60, 62–65, 100–101, 160
Turn-taking
25
Two-group between-subjects experiment
17, 23
U
User
3, 6, 46–47, 50, 54, 64, 73, 89, 145, 149, 182, 203, 205, 216, 226–228, 231–233, 235–239, 242–243
W
Wall event
227
interaction
224, 227–228, 233