LINGUIST List 25.2986
Jul 21 2014
Editor for this issue:
Anna White <awhitelinguistlist.org>
Traditional & Mediated Service
E-mail this message to a
Understanding Traditional & Mediated
Date: 26-Jul-2015 - 31-Jul-2015
Location: Antwerp, Belgium
Contact: Lucía Fernández-Amaya
< click here to access email >
Linguistic Field(s): Pragmatics
Service encounters are a pervasive and
fundamental activity in everyday life whereby
products, information, or commodities are
traded between a service provider and a service
seeker. Due to their preponderance, service
encounters have been widely studied from a
pragmatic point of view (see among many others
Economidou-Kogetsidis 2005, Márquez Reiter
2004; Placencia and Manceda-Rueda 2011). These
studies have shown that the interaction between
service provider is essential for the success
of the service encounter. Furthermore, in the
case of intercultural service encounters,
studies have found that differences in what is
considered appropriate communicative behavior -
i.e. what (non)verbal actions may be conducive
to customer satisfaction - which may hinder the
success of the encounter (Blue and Harun
2003,Callahan, 2006). Although research on
service encounters has now a long standing
(Merrit 1976), there is a pressing need for
further research that focuses on the
consequences of outsourcing and globalization
on service encounters (Sifianou 2013) as well
as on the impact that new technologies have had
on this genre (Garcés-Conejos Blitvich
forthcoming). In addition, more research is
needed to ascertain the evolution - if any - of
the norms regulating verbal interaction in
different sub-types of the genre.
To further the understanding of verbal
interaction in service encounters, we are
proposing a specialist panel for practitioners
of pragmatics and related fields to present
work on their latest research. The panel topic
can be approached from different angles such
as, but not exclusively:
- Outsourcing, globalization and service
- Online service encounters.
- Telephone service encounters.
- Intercultural service encounters.
- (Im)politeness in service encounters.
- Conversational structure of service
- Negotiation in service encounters.
- Receptionist-guest interactions at
- Communication at information desks.
- Corner-shop interactions.
- Reception desks in medical
consultations,academic contexts, companies,
Page Updated: 21-Jul-2014