Responding at a higher level: Activity progressivity in calls for service  

Oleh:

Lee, Seung-Hee

Jenis: Article from Journal - ilmiah internasional
Dalam koleksi: Journal of Pragmatics: An Interdiciplinary Journal of Language Studies vol. 43 no. 03 (2011), page 904–917.
Topik: Conversation analysis Institutional interaction Preference Progressivity Responses Type-conformity
Fulltext: Lee_S.H.pdf (507.01KB)

Isi artikel

In a set of calls to an airline service in which agents ask for customers’ identifying information, some customers respond by providing different, unrequested information. This paper examines these non-direct, nonconforming responses and shows that those customers anticipate hierarchical institution-specific stages in the activity and respond to the higher-level purpose for which the question was produced. Customers thereby promote the progress of the larger activity in an institutionally relevant way. This suggests that participants can depart from type-conformity with an orientation to activity progressivity.

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