Task-completing assessments in service encounters

Show full item record



Permalink

http://hdl.handle.net/10138/303529

Citation

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: University of Helsinki, Scandinavian languages
Date: 2019-05-09
Language: eng
Number of pages: 19
Belongs to series: Research on Language and Social Interaction
ISSN: 0835-1813
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
COMPARING SWEDEN-SWEDISH
FINLAND-SWEDISH
SOCIAL-ACTION
SEQUENCES
QUESTION
Rights:


Files in this item

Total number of downloads: Loading...

Files Size Format View
Task_Completing ... n_Service_Encounters_1.pdf 2.341Mb PDF View/Open

This item appears in the following Collection(s)

Show full item record