Linguistic aspects in asymmetrical institutional interaction: Call center case | Zendy

Koprivica-Lelicanin Marija | Zendy; Aleksandra Šuvaković | Zendy

AI Assistant Blog Pricing

Home ZAIA Blog

Open Access

Linguistic aspects in asymmetrical institutional interaction: Call center case

Author(s) -

Koprivica-Lelicanin Marija,

Aleksandra Šuvaković

Publication year - 2011

Publication title -

glasnik etnografskog instituta

Language(s) - English

Resource type - Journals

eISSN - 2334-8259

pISSN - 0350-0861

DOI - 10.2298/gei1102191k

Subject(s) - center (category theory) , linguistics , frame (networking) , power (physics) , sequence (biology) , psychology , work (physics) , sociology , social psychology , computer science , telecommunications , engineering , mechanical engineering , philosophy , chemistry , physics , quantum mechanics , biology , genetics , crystallography

In institutional communications, the roles of participants were determined by institutional frame, and distribution of interactional power was asymmetrical. This work investigates by a case study if interaction between the call center operators and clients can have asymmetrical features. Turn taking organization, overall structural organization of the interaction, sequence organization, turn design, lexical choice, epistemological and other forms of asymmetry were considered. Interruption, enforcing explicitness, controlling topic and formulation were marked in analyzed interactions for instrumental achieving of domination

The content you want is available to Zendy users.

Already have an account? Click here to sign in.

Having issues? You can contact us here

Accelerating Research