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El. knyga: Language of Service Encounters: A Pragmatic-Discursive Approach

4.00/5 (2 ratings by Goodreads)
(Indiana University)
  • Formatas: PDF+DRM
  • Išleidimo metai: 30-Apr-2015
  • Leidėjas: Cambridge University Press
  • Kalba: eng
  • ISBN-13: 9781316308738
Kitos knygos pagal šią temą:
Language of Service Encounters: A Pragmatic-Discursive ApproachDidesnis paveikslėlis
  • Formatas: PDF+DRM
  • Išleidimo metai: 30-Apr-2015
  • Leidėjas: Cambridge University Press
  • Kalba: eng
  • ISBN-13: 9781316308738
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"Service encounters are ubiquitous in social interaction. We buy food and everyday items in supermarkets, convenience stores, or markets; we purchase merchandise in department stores; or we request information at a visitor information center. This book offers a comprehensive account of service encounters in commercial and non-commercial settings. Grounded in naturally occurring face-to-face interactions and drawing on a pragmatic-discursive approach, J. Cesar Felix-Brasdefer sets out a framework for the analysis of transactional and relational talk in various contexts in the United States and Mexico. This book investigates cross-cultural and intra-lingual pragmatic variation during the negotiation of service. The author provides a broad review of research on service encounters to date, and analyzes characteristics of sales transactions, such as participants' roles, pragmatic and discourse functions of relational talk and address forms, the realization of politeness, and changes in alignment from transactional to relational talk"--

Recenzijos

'Félix-Brasdefer provides an in-depth, multi-layered account of the sociolinguistic and pragmatic dimensions of service encounters in the US and Mexico. Detailed analysis of both Spanish and English data offers readers fascinating insights into cross-cultural variation.' Camilla Vįsquez, University of South Florida 'Trailblazing the pragmatic-discursive approach, this fine book illuminates service encounters in both Mexico and the United States in all their multimodal richness. A must-read for anybody interested in cross-cultural/variational pragmatics.' Jonathan Culpeper, Lancaster University 'The author advances the field of discourse pragmatics by offering an unusually broad integrative approach to social interaction and applying it to a wide range of service encounters. This is an innovative model for a multifaceted analysis of any type of spoken discourse.' Klaus P. Schneider, Rheinische Friedrich-Wilhelms-Universität Bonn 'Félix-Brasdefer's comprehensive book on the language of service encounters brings fresh air into the field with its unique perspective, rich data, insightful observations and illuminating discussions.' Istvan Kecskes, State University of New York, Albany 'Based on the assumption that language in [ Service Encounters] SEs is closely related to sociocultural and cognitive contexts, Félix-Brasdefer proposes an insightful pragmatic-discursive approach, in which an SE is considered as a joint activity realized by a series of joint actions.' Xinzhang Yang, Discourse Studies

Daugiau informacijos

A comprehensive account of face-to-face interactions in commercial and non-commercial service encounter settings.
List of figures
x
List of tables
xi
Transcription conventions xii
Preface xv
Introduction 1(22)
The field of study
2(4)
Background notions: language use, social action, and context
6(8)
Data collection procedures and settings
14(6)
Structure of the book
20(3)
1 Approaches to service encounters: a pragmatic-discursive analysis of social action
23(26)
1.1 Introduction
23(1)
1.2 Discourse and discourse types
23(3)
1.2.1 Institutional discourse
25(1)
1.3 Approaches to service encounters
26(14)
1.3.1 Speech Act Theory: a performative-intentional perspective
27(1)
1.3.2 Conversation Analysis: a micro-analytic talk-in-interaction perspective
28(3)
1.3.3 Systemic Functional Linguistics: a social-semiotic and genre perspective
31(1)
1.3.4 Comprehensive discourse analysis: a doctor--patient discourse perspective
32(1)
1.3.5 Interactional Sociolinguistics: an inferential approach to situated communicative practices
32(1)
1.3.6 Discourse coherence: a discourse-analytic approach to language use in context
33(1)
1.3.7 Joint activity in face-to-face conversation: joint actions in language use
34(1)
1.3.8 Multimodal Discourse Analysis: a verbal and non-verbal modal perspective
35(1)
1.3.9 Variational Pragmatics: intra-lingual variation in varieties of a language
35(1)
1.3.10 Critical Discourse Analysis: analyzing service in media discourse
36(1)
1.3.11 Computer-Mediated Discourse: negotiating e-service encounters
37(1)
1.3.12 Discourse approaches to the analysis of face and (im)politeness
38(2)
1.4 A pragmatic-discursive approach to service encounters
40(8)
1.4.1 Social action in face-to-face interaction
40(1)
1.4.2 Setting
41(1)
1.4.3 Changes of frame and footing
41(1)
1.4.4 Service encounters in context
42(1)
1.4.5 Variation in service encounters
42(1)
1.4.6 Integrative model of discourse for the analysis of service encounters
43(5)
1.5 Conclusion
48(1)
2 Service encounters in commercial and non-commercial settings
49(33)
2.1 Introduction
49(1)
2.2 Defining service encounters
50(5)
2.3 On the symmetric--asymmetric nature of service encounters
55(1)
2.4 A classification of service encounters
56(4)
2.5 Commercial and non-commercial service encounters
60(19)
2.5.1 Organizational structure of service encounters
71(2)
2.5.2 Cross-cultural service encounters
73(1)
2.5.3 Service encounters in small shops
74(2)
2.5.4 Service encounters in non-commercial (or service) settings
76(1)
2.5.5 Service encounters in multilingual contexts
77(1)
2.5.6 Service encounters in intercultural and learning contexts
78(1)
2.5.7 Politeness and macro-social variables
78(1)
2.6 The scope of service encounters in this book
79(2)
2.7 Conclusion
81(1)
3 Cross-cultural service encounters: negotiating service in the United States and Mexico
82(34)
3.1 Introduction
82(1)
3.2 Cross-cultural pragmatic variation in the United States and Mexico
83(1)
3.3 Setting and data collection procedures
84(1)
3.4 Negotiating service in cross-cultural service encounters
85(29)
3.4.1 Opening the interaction
85(8)
3.4.2 Pragmalinguistic variation in the request for service
93(7)
3.4.3 Request--response sequence
100(7)
3.4.4 Closing the interaction
107(5)
3.4.5 Organizational level
112(2)
3.5 Conclusion
114(2)
4 Intra-lingual pragmatic variation in service encounters
116(25)
4.1 Introduction
116(1)
4.2 Intra-lingual pragmatic variation in US supermarket delicatessens
117(10)
4.2.1 Setting and data collection procedures
117(1)
4.2.2 Opening the interaction
118(1)
4.2.3 Pragmalinguistic variation in the request for service
119(5)
4.2.4 Request--response sequence
124(3)
4.3 Intra-lingual pragmatic variation in Mexican small shops
127(13)
4.3.1 Setting and data collection procedures
127(1)
4.3.2 Opening the interaction
128(2)
4.3.3 Pragmalinguistic variation in the request for service
130(4)
4.3.4 Request--response sequence and closing
134(6)
4.4 Conclusion
140(1)
5 Negotiating service in Mexican markets
141(22)
5.1 Introduction
141(1)
5.2 Defining market service encounters
142(1)
5.3 Setting and data collection procedures
143(2)
5.4 Negotiating service in a Mexican market
145(16)
5.4.1 Making a request for service
147(6)
5.4.2 Opening and closing market sales transactions
153(2)
5.4.3 Request--response sequence
155(3)
5.4.4 Bargaining sequence
158(3)
5.5 Conclusion
161(2)
6 Intracultural service encounters at a US visitor information center
163(19)
6.1 Introduction
163(1)
6.2 Defining intracultural service encounters
164(1)
6.3 Setting and data collection procedures
164(2)
6.4 Interactional resources during the negotiation of service
166(15)
6.4.1 Opening the interaction
167(1)
6.4.2 Pragmalinguistic variation in the request for information
168(3)
6.4.3 Negotiation of the request for service
171(2)
6.4.4 Dispreferred responses in service encounters
173(3)
6.4.5 Prosodic analysis of requests for service
176(5)
6.5 Conclusion
181(1)
7 Relational talk and the negotiation of face in service encounters
182(22)
7.1 Introduction
182(1)
7.2 Defining relational talk
183(2)
7.3 Relational talk in supermarket delicatessens
185(12)
7.3.1 Greetings and thank-you exchanges
185(2)
7.3.2 Small talk and shifts of alignment
187(5)
7.3.3 Shifting interactional roles in customer dissatisfaction
192(5)
7.4 Relational talk at a US visitor information center
197(5)
7.5 Conclusion
202(2)
8 Forms of address and politeness in service encounters
204(23)
8.1 Introduction
204(1)
8.2 Defining forms of address
205(2)
8.3 Forms of address in supermarket delicatessens
207(5)
8.3.1 Variation in use of pronominal forms
208(1)
8.3.2 Pragmatic variation in use of vocatives
209(3)
8.4 Forms of address in Mexican market sales transactions
212(7)
8.4.1 Variation in use of pronominal forms
212(2)
8.4.2 Pragmatic variation in use of vocatives
214(5)
8.5 Pragmatic variation in pronominal use
219(6)
8.6 Conclusion
225(2)
9 Conclusions
227(13)
The dynamic process of service encounters
228(5)
Pragmatic/Discourse variation and the pragmatic variable
233(2)
Formulaic language use in service encounters
235(1)
Methodological issues
236(2)
Future directions
238(2)
Appendix 240(16)
References 256(18)
Index 274
J. César Félix-Brasdefer is Associate Professor of Spanish Linguistics in the Department of Spanish and Portuguese at Indiana University, Bloomington. His recent publications include Politeness in Mexico and the United States (2008) and Pragmatic Variation in First and Second Language Contexts (edited with Dale Koike, 2012).
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