E-Book Overview
The chapters in this collection, authored by renowned scholars, address a gap in the literature by focusing on the consequences that outsourcing, among other globalized economic practices, and remediation by new technologies have had on the service encounters genre (SE). From both a multilingual and a multidisciplinary perspective, this collection explores the development of technological applications and professional best practices as well as call centre interaction, e-commerce, and e-word of mouth. More specifically, the papers in this volume report on technology developed to support SEs and how this technology influences service providers and their allowable linguistic contributions. Further, this collection provides valuable insights on the language and strategic behaviour deployed in less researched kinds of SEs, gives special attention to how technology impacts the interface between the transactional and interactional goals of SEs, and thus has real world applications.
E-Book Content
Technology Mediated Service Encounters
edi t ed by Pilar Garcés-Conejos Blitvich Lucía Fernández-Amaya María de la O Hernández-López
John Benjamins Publishing Company
Technology Mediated Service Encounters
Pragmatics & Beyond New Series (P&bns) issn 0922-842X Pragmatics & Beyond New Series is a continuation of Pragmatics & Beyond and its Companion Series. The New Series offers a selection of high quality work covering the full richness of Pragmatics as an interdisciplinary field, within language sciences. For an overview of all books published in this series, please see http://benjamins.com/catalog/pbns
Editor
Associate Editor
Anita Fetzer
Andreas H. Jucker
University of Augsburg
University of Zurich
Founding Editors Herman Parret
Jef Verschueren
Robyn Carston
Sachiko Ide
Paul Osamu Takahara
Thorstein Fretheim
Kuniyoshi Kataoka
John C. Heritage
Miriam A. Locher
Jacob L. Mey
University of Southern Denmark
Belgian National Science Foundation, Universities of Louvain and Antwerp
Belgian National Science Foundation, University of Antwerp
Editorial Board University College London University of Trondheim University of California at Los Angeles
Susan C. Herring
Indiana University
Masako K. Hiraga
St. Paul’s (Rikkyo) University
Japan Women’s University Aichi University
Universität Basel
Sophia S.A. Marmaridou University of Athens
Srikant Sarangi
Aalborg University
Marina Sbisà
University of Trieste
Kobe City University of Foreign Studies
Sandra A. Thompson
University of California at Santa Barbara
Teun A. van Dijk
Universitat Pompeu Fabra, Barcelona
Chaoqun Xie
Fujian Normal University
Yunxia Zhu
The University of Queensland
Volume 300 Technology Mediated Service Encounters Edited by Pilar Garcés-Conejos Blitvich, Lucía Fernández-Amaya and María de la O Hernández-López
Technology Mediated Service Encounters Edited by
Pilar Garcés-Conejos Blitvich University of North Carolina at Charlotte
Lucía Fernández-Amaya Pablo de Olavide University
María de la O Hernández-López Pablo de Olavide University
John Benjamins Publishing Company Amsterdam / Philadelphia
8
TM
The paper used in this publication meets the minimum requirements of the American National Standard for Information Sciences – Permanence of Paper for Printed Library Materials, ansi z39.48-1984.
doi 10.1075/pbns.300 Cataloging-in-Publication Data available from Library of Congress. isbn 978 90 272 0212 3 (Hb) isbn 978 90 27