Title

Customer-Employee Interaction From a Diachronic Perspective

Document Type

Book Chapter

Publication Date

2013

Publication Source

Chinese Discourse and Interaction: Theory and Practice

Inclusive pages

205-227

Publisher

Equinox

Place of Publication

London

Peer Reviewed

yes

Abstract

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.

Keywords

Discourse analysis, interaction, diachronic, service encounter, practice, telephone, business, China

Disciplines

Anthropological Linguistics and Sociolinguistics | Business and Corporate Communications | Chinese Studies | Discourse and Text Linguistics | East Asian Languages and Societies

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