Construing negotiation
| Autor: | Jenny Yau-ni Wan |
|---|---|
| Rok vydání: | 2017 |
| Předmět: |
060201 languages & linguistics
Cultural Studies Linguistics and Language Literature and Literary Theory media_common.quotation_subject 05 social sciences 050109 social psychology 06 humanities and the arts Interpersonal communication Paralanguage Language and Linguistics Call centre Negotiation 0602 languages and literature Semiotics 0501 psychology and cognitive sciences Conversation Quality (business) Psychology Social psychology media_common Meaning (linguistics) |
| Zdroj: | Language and Dialogue. 7:137-162 |
| ISSN: | 2210-4127 2210-4119 |
| DOI: | 10.1075/ld.7.2.01yau |
| Popis: | The call centre conversation is a telephonic exchange of voices between the customer and the customer service representative (CSR). Both lexicogrammatical and prosodic features are used to construe emotional and attitudinal recognition. Studying these features can investigate how the call centre discourse is construed, and how the interpersonal meaning takes shape through the text. The spoken data are constructed by Filipino CSRs and American English-speaking customers. The findings show that participants tend to make specific paralinguistic voice quality choices to express their emotions in dialogue. This article first discusses the voice quality framework for its semiotic features in relation to interpersonal meaning, reviews previous voice quality studies and later delineates how voice quality relates to interpersonal meaning in the calls. |
| Databáze: | OpenAIRE |
| Externí odkaz: |
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