Titlebook: Business and Service Telephone Conversations; An Investigation of Cecilia Varcasia Book 2013 Palgrave Macmillan, a division of Macmillan P

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Data and Methodology,, and it looks at the implications of such a constituency on the turn-taking system. Lastly, the analysis conducted also aims at providing material from naturally occurring speech that informs the practices of service providers and call centre operators with practical implications for the training o

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Introduction,uch relationships and the care taken of the customers. This study aims at investigating service encounters on the telephone in English, German and Italian from a conversation analysis (CA) perspective. Since the beginnings of CA, telephone calls have been widely researched. At the beginning, studies

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Data and Methodology,ms in particular to observe the strategies employed by people receiving the calls when responding to the caller’s (C’s) requests for information. A second aim of the study is that of observing the use of those strategies of response-turn design from a cross-cultural perspective and analysing whether

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Response plus Extension,y have been asked for, as in the examples described in Chapter 3. This chapter deals with responses that have been extended right after a first response has been provided. In particular a distinction will be made between:

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