Customer-Employee Interaction From a Diachronic Perspective
Chinese Discourse and Interaction: Theory and Practice
Place of Publication
Approaching discourse analysis from a diachronic perspective, this study examines Chinese telephone interactions between customer callers and employee callees in Shanghai, China by utilizing two sets of comparable data gathered a decade apart. Focusing on closings in telephone interactions , this research found salient differences in patterns of closing as well as in business and service employees’ participation structure of closing between the two sets of data. Observed differences indicate a shift in the discursive practice of businesses and services in Shanghai.
Discourse analysis, interaction, diachronic, service encounter, practice, telephone, business, China
Anthropological Linguistics and Sociolinguistics | Business and Corporate Communications | Chinese Studies | Discourse and Text Linguistics | East Asian Languages and Societies
Hao Sun (2013).
Customer-Employee Interaction From a Diachronic Perspective. Chinese Discourse and Interaction: Theory and Practice. 205-227. London: Equinox.