27.2072, Books: Complaints and Impoliteness in Service Encounters: A Mixed Method Analysis: Geluykens, Kraft
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LINGUIST List: Vol-27-2072. Thu May 05 2016. ISSN: 1069 - 4875.
Subject: 27.2072, Books: Complaints and Impoliteness in Service Encounters: A Mixed Method Analysis: Geluykens, Kraft
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Date: Thu, 05 May 2016 13:12:01
From: Ulrich Lueders [lincom.europa at t-online.de]
Subject: Complaints and Impoliteness in Service Encounters: A Mixed Method Analysis: Geluykens, Kraft
Title: Complaints and Impoliteness in Service Encounters: A Mixed Method
Analysis
Series Title: LINCOM Studies in Pragmatics 30
Publication Year: 2016
Publisher: Lincom GmbH
http://www.lincom-shop.eu
Book URL: http://bit.ly/1QT78VD
Author: Ronald Geluykens
Author: Bettina Kraft
Hardback: ISBN: 9783862887101 Pages: 276 Price: Europe EURO 138.80
Abstract:
Research on (im)politeness phenomena within (cross-cultural) pragmatics has,
in the past, all too often focused on a narrow range of face-threatening acts
such as requests and apologies, employing a limited range of (controlled) data
tools such as discourse completion tasks (DCTs), and using one single research
method. The current book attempts to address these limitations by focusing on
(spontaneously) occurring conflictual exchanges, and by using a mixed method
approach.
The contribution this study makes is twofold. First of all, by employing a
mixture of controlled (DCTs, role plays) and spontaneous (telephone and
face-to-face) data, and by combining quantitative and qualitative analyses, we
emphasize the advantages, indeed the necessity, of a mixed methodology.
Secondly, by concentrating on service encounters, we show that complaints are
speech events which are highly context-sensitive. We also demonstrate that
previous studies have overestimated the role of politeness strategies in
complaints; hence our claim that any analysis of conflict talk needs to take
the role of impoliteness phenomena into account as well.
Ronald Geluykens is Full Professor of English Language at the University of
Oldenburg; Bettina Kraft is Senior Lecturer in English Linguistics at the
University of Trier. They have collaborated extensively on the analysis of
complaints in the past.
Linguistic Field(s): Pragmatics
Written In: English (eng)
See this book announcement on our website:
http://linguistlist.org/pubs/books/get-book.cfm?BookID=101534
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