Business and Service Telephone Conversations: An Investigation of British English, German and Italian Encounters
Author:   Cecilia Varcasia
Publisher:   Palgrave Macmillan
ISBN:  

9781137286178


Pages:   181
Publication Date:   16 October 2013
Format:   Hardback
Availability:   In Print   Availability explained
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Business and Service Telephone Conversations: An Investigation of British English, German and Italian Encounters


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Full Product Details

Author:   Cecilia Varcasia
Publisher:   Palgrave Macmillan
Imprint:   Palgrave Macmillan
Dimensions:   Width: 14.00cm , Height: 1.80cm , Length: 21.60cm
Weight:   3.452kg
ISBN:  

9781137286178


ISBN 10:   1137286172
Pages:   181
Publication Date:   16 October 2013
Audience:   College/higher education ,  Postgraduate, Research & Scholarly
Format:   Hardback
Publisher's Status:   Active
Availability:   In Print   Availability explained
This item will be ordered in for you from one of our suppliers. Upon receipt, we will promptly dispatch it out to you. For in store availability, please contact us.

Table of Contents

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

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Author Information

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).

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