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It was not until the 1960s, that a systematic science to study conversation and interaction started to develop. This text focuses on talk and interaction in institutional contexts, i.e. contexts where the interacting parties orient to the goal-rational, institutionalised nature of their action.

#SBIB:309H251 --- #SBIB:309H511 --- Interne communicatie en organisatie --- Verbale communicatie: algemene pragmatiek, stilistiek en teksttheorie, discoursanalyse --- Business communication --- Conversation analysis --- Corporations --- Analysis of conversation --- CA (Interpersonal communication) --- Conversational analysis --- Oral communication --- Administrative communication --- Communication, Administrative --- Communication, Business --- Communication, Industrial --- Industrial communication --- Communication --- Sociological aspects --- Conversation analysis. --- Business communication. --- Sociological aspects. --- E-books

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The chapters in this collection, authored by renowned scholars, address a gap in the literature by focusing on the consequences that outsourcing, among other globalized economic practices, and remediation by new technologies have had on the service encounters genre (SE). From both a multilingual and a multidisciplinary perspective, this collection explores the development of technological applications and professional best practices as well as call centre interaction, e-commerce, and e-word of mouth. More specifically, the papers in this volume report on technology developed to support SEs and how this technology influences service providers and their allowable linguistic contributions. Further, this collection provides valuable insights on the language and strategic behaviour deployed in less researched kinds of SEs, gives special attention to how technology impacts the interface between the transactional and interactional goals of SEs, and thus has real world applications.

BUSINESS & ECONOMICS / Industrial Management. --- BUSINESS & ECONOMICS / Management Science. --- BUSINESS & ECONOMICS / Management. --- BUSINESS & ECONOMICS / Organizational Behavior. --- Business communication. --- Communication in marketing. --- Customer relations. --- Intercultural communication. --- Sociologie van sociale dienstverlening --- Ingenieurswetenschappen. Technologie --- Pragmatiek --- Sociolinguïstiek --- Marketing --- Business --- Public relations --- Consumer affairs departments --- Customer advisory boards --- Relationship marketing --- Cross-cultural communication --- Communication --- Culture --- Cross-cultural orientation --- Cultural competence --- Multilingual communication --- Technical assistance --- Administrative communication --- Communication, Administrative --- Communication, Business --- Communication, Industrial --- Industrial communication --- Anthropological aspects --- Business communication --- Intercultural communication --- Customer relations --- Communication in marketing --- Sociology of social care --- Engineering sciences. Technology --- Pragmatics --- Sociolinguistics --- E-books