(Im)politeness at a Slovenian Call Centre

ISBN-13: 9783031433191 / Angielski / Twarda / 2023

Sara Orthaber

Opis

This volume covers the field of linguistic (im)politeness in a particular mediated, customer-oriented setting. It is the first book to do so across telephone, email and social media. It offers key insights into a unique customer service setting through authentic and spontaneous data analysis. The book looks at how customers and agents of a large public transport company engage in transactional services and impolite behaviour. This text is directed at scholars and practitioners working in communication, business discourse, (socio)pragmatics, interaction studies, and social media interactions. It is also of great value to students in applied linguistics and scholars of Slavic languages, particularly Slovenian. The cross-media study is also of value to public/private institutions to reflect on their work practices, helping them improve existing customer–service provider relationships. The diverse readership and appeal are essential features of this book.

• Examines mediated institutional talk and impoliteness in the Slovenian language
• Covers mediated service interactions, such as requests and complaints across three different media
• Provides in-depth insights into communication within a contemporary business environment

Spis treści

(Im)politeness in technologically mediated interactions.- The structure of the study and methodology.- Calls for information and request emails.- Impoliteness in calls for information and request emails.- Impoliteness in complaint calls and social media complaints.- Towards an understanding of (im)politeness in Slovenian customer service interactions.

O autorze

Sara Orthaber holds a PhD in Linguistics from the University of Surrey. She is currently working as a

lecturer, researcher and programme director at the Department of Translation Studies at the

University of Maribor in Slovenia. Her research centres around im/politeness, the manifestation and

negotiation of face and professional identity in workplace interactions, conflict, precarity and invisible

work. She has published chapters and scholarly papers on face, im/politeness, morality, and

conversational interaction.