Mediated business interactions : intercultural communication between speakers of Spanish
著者
書誌事項
Mediated business interactions : intercultural communication between speakers of Spanish
Edinburgh University Press, c2011
- : hardback
大学図書館所蔵 全2件
  青森
  岩手
  宮城
  秋田
  山形
  福島
  茨城
  栃木
  群馬
  埼玉
  千葉
  東京
  神奈川
  新潟
  富山
  石川
  福井
  山梨
  長野
  岐阜
  静岡
  愛知
  三重
  滋賀
  京都
  大阪
  兵庫
  奈良
  和歌山
  鳥取
  島根
  岡山
  広島
  山口
  徳島
  香川
  愛媛
  高知
  福岡
  佐賀
  長崎
  熊本
  大分
  宮崎
  鹿児島
  沖縄
  韓国
  中国
  タイ
  イギリス
  ドイツ
  スイス
  フランス
  ベルギー
  オランダ
  スウェーデン
  ノルウェー
  アメリカ
注記
Includes bibliography (p. [189]-195) and index
内容説明・目次
内容説明
This is the first monograph to examine mediated business interaction in Spanish. It focuses on communication between native speakers of Spanish from different Spanish-speaking countries with a view to informing our understanding of intercultural communication in a contemporary business environment. Using elements of pragmatics with tools from conversation analysis, the book examines the various activities that telephone conversationalists engage in to supply and demand a service over the phone through the mediational means of Spanish by addressing the following questions. * Do speakers of Spanish display similar communicative practices as those observed in other languages when requesting and being offered a service over the phone? * Do specifically located activities such as the call openings and closings display similar coordination and ritualisation as that observed in other languages? * Does the language seen as a cultural tool reflect a different orientation towards such activities? * What strategies do telephone agents and (prospective) clients employ to obtain a sale and either procure the best value for money or obviate it, respectively?
And, what role does intercultural communication play in the construction of these practices?
目次
Acknowledgements List of Figures Chapter 1 Introduction 1.1 Mediated business (inter)action 1.2 Service encounters over the phone 1.3 Call centres and intercultural communication 1.4 On the ordinary-institutional continuum 1.5 Why openings and closings? 1.6 Previous research on openings and closings in institutional calls Chapter 2 Methodology 2.1 Background to the research 2.2 Data and ethics 2.3 Documentary analysis 2.4 Non-participant observation 2.5 Interviews 2.6 Telephone conversations 2.7 Analytic perspective Chapter 3 Openings 3.1 Introduction 3.2 Inbound calls 3.2.1 In-house rules for opening inbound calls 3.2.2 Opening sequences of inbound calls 3.3 Outbound calls 3.3.1 In-house rules for opening outbound calls 3.3.2 Opening sequences in outbound calls 3.4 Concluding comments Chapter 4 The Negotiation of the Business Exchange 4.1 Introduction 4.2 The middles of inbound calls: fabricated ignorance 4.3 The middles of outbound calls 4.3.1 In-house rules for placing outbound calls 4.3.2 First attempt calls: camouflaging 4.4 Follow-up calls: honouring arrangements 4.5 Some concluding comments Chapter 5 Closings 5.1 Introduction 5.2 In-house rule for closing calls 5.3 The English archetype closing 5.4 Practices for closing Spanish service calls 5.4.1 Arrangements 5.4.2 Summarised upshot of the conversation topic 5.4.3 Prior turn repetition 5.4.4 Reiteration of the prior material 5.4.5 Reason for the call 5.5 Foreshortened and extended closings 5.5.1 Foreshortened closings 5.5.2 Extended closings 5.6 Some concluding comments Chapter 6 Some Final Reflections: Toward an Understanding of Intercultural Communication in Spanish 6.1 Introduction 6.2 Mediated intercultural communication across Spanishes 6.2.1 On ambivalent si and unequivocal no 6.2.2 Hiding behind the name of 'Difference' 6.3 Some final reflections Appendices References Index
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