The Language Of Service Encounters
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Author | : J. César Félix-Brasdefer |
Publisher | : Cambridge University Press |
Total Pages | : 295 |
Release | : 2015-04-30 |
Genre | : Language Arts & Disciplines |
ISBN | : 1107035821 |
A comprehensive account of face-to-face interactions in commercial and non-commercial service encounter settings.
Author | : Pilar Garcés-Conejos Blitvich |
Publisher | : John Benjamins Publishing Company |
Total Pages | : 261 |
Release | : 2019-01-10 |
Genre | : Language Arts & Disciplines |
ISBN | : 9027262993 |
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.
Author | : Roland T. Rust |
Publisher | : Edward Elgar Publishing |
Total Pages | : 629 |
Release | : 2014-02-28 |
Genre | : Business & Economics |
ISBN | : 0857938851 |
The Handbook of Service Marketing Research brings together an all-star team of leading researchers in service marketing to explore many of the hottest topics in service marketing today. Cutting-edge topics include: customer relationships and loy
Author | : Piyush Sharma |
Publisher | : Springer |
Total Pages | : 105 |
Release | : 2018-06-19 |
Genre | : Business & Economics |
ISBN | : 3319919415 |
This book investigates intercultural service encounters (ICSEs) in light of the rapidly globalizing world economy, examining the extant literature on the topic and identifying areas which require further exploration. With a focus on intercultural communication and competence, the author analyses diverse conceptual frameworks, providing theoretical models and practical initiatives for those working within the services marketing industry. An excellent resource for anyone interested in how culture shapes customer and employee expectations and perceptions, this book addresses the potential implications and limitations of future models.
Author | : Edward G. Gray |
Publisher | : Berghahn Books |
Total Pages | : 362 |
Release | : 2000 |
Genre | : Foreign Language Study |
ISBN | : 9781571812100 |
When Columbus arrived in the Americas there were, it is believed, as many as 2,000 distinct, mutually unintelligible tongues spoken in the western hemisphere, encompassing the entire area from the Arctic Circle to Tierra del Fuego. This astonishing fact has generally escaped the attention of historians, in part because many of these indigenous languages have since become extinct. And yet the burden of overcoming America's language barriers was perhaps the one problem faced by all peoples of the New World in the early modern era: African slaves and Native Americans in the Lower Mississippi Valley; Jesuit missionaries and Huron-speaking peoples in New France; Spanish conquistadors and the Aztec rulers. All of these groups confronted America's complex linguistic environment, and all of them had to devise ways of transcending that environment - a problem that arose often with life or death implications. For the first time, historians, anthropologists, literature specialists, and linguists have come together to reflect, in the fifteen original essays presented in this volume, on the various modes of contact and communication that took place between the Europeans and the "Natives." A particularly important aspect of this fascinating collection is the way it demonstrates the interactive nature of the encounter and how Native peoples found ways to shape and adapt imported systems of spoken and written communication to their own spiritual and material needs.
Author | : John A. Czepiel |
Publisher | : Free Press |
Total Pages | : 360 |
Release | : 1985 |
Genre | : Business & Economics |
ISBN | : |
Author | : Miriam Firth |
Publisher | : Channel View Publications |
Total Pages | : 209 |
Release | : 2020-01-30 |
Genre | : Business & Economics |
ISBN | : 1845417283 |
This book offers insights into the demands made on staff in service encounters in tourism, events and hospitality roles. Using data from research completed in these industries, it hinges upon storied incidents offered by workers about which the reader can reflect and apply theoretical knowledge. A key feature of this volume is that it focuses on staff perspectives and perceptions of service encounters and delivery rather than on customer or management perspectives. This will provide students, lecturers, management and customers with fresh and clear understandings of the demands made on staff, but also the perspectives from which the demands are seen. The chapters clarify to students how to apply academic knowledge within customer service contexts and include learning objectives, questions and summaries.
Author | : Colin Baker |
Publisher | : Multilingual Matters |
Total Pages | : 776 |
Release | : 1998 |
Genre | : Language Arts & Disciplines |
ISBN | : 9781853593628 |
This encyclopedia is divided into three sections: individual bilingualism; bilingualism in society and bilingual education. It includes many pictures, graphs, maps and diagrams. The book concludes with a comprehensive bibliography on bilingualism.
Author | : María de la O Hernández-López |
Publisher | : BRILL |
Total Pages | : 267 |
Release | : 2015-05-19 |
Genre | : Language Arts & Disciplines |
ISBN | : 9004260161 |
In A Multidisciplinary Approach to Service Encounters, María de la O Hernández-López and Lucía Fernández-Amaya have joined marketing researchers and linguists to provide the tools to understand consumers’ communication in different professional settings. Service encounters have been widely studied due to the fact that the communicative exchange between the customer and the server is essential for the success of the service encounter itself. In this volume, the role of language, linguistics and communication is examined in an area of research that has traditionally been related to business and marketing. This is achieved through the presentation of works from a variety of perspectives that may help to advance in this particular context and also contribute to improving communication in service encounters.
Author | : Laura Callahan |
Publisher | : Springer |
Total Pages | : 294 |
Release | : 2009-02-16 |
Genre | : Social Science |
ISBN | : 023061910X |
Service encounters involve communication between strangers. Communication - or, at times, miscommunication - between strangers who come from different groups can foster the formation of stereotypes. This is therefore an area of particular relevance for investigation. Using service encounters as a vehicle, Callahan examines Spanish as social capital in the United States, focusing on who may use this language and under what circumstances. This book contributes to an examination of Spanish in the United States as a language of selected uses and selected users, along with the factors that can influence United States Latinos acceptance of its use by other Latinos and by non-Latinos.