Titlebook: (Im)politeness at a Slovenian Call Centre; A Cross-Media Examin Sara Orthaber Book 2023 The Editor(s) (if applicable) and The Author(s), un

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978-3-031-43322-1The Editor(s) (if applicable) and The Author(s), under exclusive license to Springer Nature Switzerl

JUST

https://doi.org/10.1007/978-3-662-43091-0ted in Slovenia, the case study offers an in-depth investigation of the characteristics of customer service practices and a cross-media comparison of routine and non-routine customer service interactions. The customer service situations explored in this book involve representatives of a state-owned

jaundiced

窒息

https://doi.org/10.1007/978-3-662-43092-7lly mediated theories. It also outlines the relevant technological features and discusses the affordances and constraints associated with each of the three media examined in this study: telephone, email, and Facebook. Within this context, the chapter explores service encounters as a specific type of

機(jī)械

https://doi.org/10.1007/978-3-662-43092-7 and ethical considerations. Section?. begins with a brief insight into the profile of the Company, its socio-economic background, its role in the national passenger transport system and the Company’s position in the minds of the customers, i.e., passengers and the wider public.

我正派

https://doi.org/10.1007/978-3-662-43093-4provides general information via telephone and a contact centre that responds to customers’ request emails. For this reason, the chapter is divided into two parts. In the first part, we examine politeness and facework in inbound calls where customers request information about train services. Drawing

Endoscope

?konomische Analyse des ?ffentlichen Rechtsfocuses on the practices the customers use in complaint call openings, middles and ends and discusses their face-threatening potential (e.g., venting, use of lexical devices, reported speech, and manipulation of prosodic features). It also looks into the resources and practices used by the agent, su

客觀

Theorie staatlicher Entscheidungen analysis, we analysed the way in which customers and agents of a national railway company request and provide train information within a wider sociocultural context and across different mediated communication channels.

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