[Gala-l] CALL FOR PAPERS: Mediated Service Encounters

[Cashman, Holly]

CALL FOR PAPERS: Mediated Service Encounters

Service encounters are a pervasive and fundamental practice in everyday life whereby products, information, or commodities are traded between a service provider and a service seeker. Due to their preponderance, service encounters have been widely studied from different perspectives (Hernández-López and Fernández-Amaya, 2015).

Although research on service encounters has now a long standing tradition (Merrit 1976), there is a pressing need for further research that focuses on the consequences that outsourcing, globalization (Sifianou 2013) and the new technologies have had on this genre (Garcés-Conejos Blitvich 2015). To that end, this volume aims to further explore interaction in mediated service encounters. We welcome chapter proposals focusing on the following topics, but not exclusively:

·         Email communication and service encounters
·         Commercial websites
·         Online chats and service encounters
·         Online forums and service encounters
·         Outsourcing, globalization, and mediated service encounters
·         Telephone service encounters
·         (Im)politeness, conflict and aggression in mediated service encounters
·         Gender in mediated service encounters
·         Mediated health care communication
·         Conversational structure of mediated service encounters
·         Negotiation in mediated service encounters
·         Mediated service encounters in academic contexts
·         Mediated service encounters in business contexts
·         Mediated service encounters in tourism contexts
·         Mediated service encounters and social media
·         Mediation in mediated service encounters
·         On-line reviews

  *   Communication between service providers and customers in cross-cultural contexts

Proposals (original research) should be circa 350 words long and should focus on multimodality/or discourse analysis. All submissions should be written in English and sent to the editors before 31st March 2016:

-          Pilar Garcés-Conejos Blitvich             (pgblitvi at uncc.edu<mailto:pgblitvi at uncc.edu>)
-          Lucía Fernández-Amaya                     (lferama at upo.es<mailto:lferama at upo.es>)
-          María de la O Hernández-López        (mariolahl at upo.es<mailto:mariolahl at upo.es>)

Please do not hesitate to contact us if you have any questions and feel free to circulate this call for papers among those who may be interested.


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