Task-completing assessments in service encounters

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Lindström , J , Norrby , C , Wide , C & Nilsson , J 2019 , ' Task-completing assessments in service encounters ' , Research on Language and Social Interaction , vol. 52 , no. 2 , pp. 85-103 . https://doi.org/10.1080/08351813.2019.1581468

Title: Task-completing assessments in service encounters
Author: Lindström, Jan; Norrby, Catrin; Wide, Camilla; Nilsson, Jenny
Contributor organization: Scandinavian languages
Department of Finnish, Finno-Ugrian and Scandinavian Studies
Date: 2019-05-09
Language: eng
Number of pages: 19
Belongs to series: Research on Language and Social Interaction
ISSN: 0835-1813
DOI: https://doi.org/10.1080/08351813.2019.1581468
URI: http://hdl.handle.net/10138/303529
Abstract: This study examines positive low- and high-grade assessments in service encounters between customers and salespersons conducted in Swedish and recorded in Sweden and Finland. The assessments occur in a regular sequential pattern as third-turn moves that complete request-delivery sequences, longer coherent requesting sections, or request sequences in a pre-closing context. The positive valence of the assessments coheres with the satisfactory outcome of task completion, but their function is primarily pragmatic, used for segmenting the flow of task-oriented institutional interaction. The assessments stand as lexical TCUs, and their delivery is characterized by downgraded prosody and the speaker's embodied shift away from the other. The analysis reveals distributional differences in the interactional practice: Customers produce task-completing assessments more often than the salespersons, and high-grade assessments are more frequent in the data from Sweden than from Finland. The data are in Sweden Swedish and Finland Swedish with English translations.
Subject: 6121 Languages
Service encounters
high-grade assessments
low-grade assessments
Conversation analysis
Interactional linguistics
variational pragmatics
Finland Swedish
Sweden Swedish
Peer reviewed: Yes
Rights: cc_by_nc_nd
Usage restriction: openAccess
Self-archived version: publishedVersion
Funder: Unknown funder
Grant number:

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