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Linguistic aspects in asymmetrical institutional interaction: Call center case

Author(s): Koprivica-Lelićanin Marija | Šuvaković Aleksandra

Journal: Glasnik Etnografskog Instituta SANU
ISSN 0350-0861

Volume: 59;
Issue: 2;
Start page: 189;
Date: 2011;
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Keywords: asymmetry | institutional talk | discourse analysis | conversation analysis | call center | power | interaction

In institutional communications, the roles of participants were determined by institutional frame, and distribution of interactional power was asymmetrical. This work investigates by a case study if interaction between the call center operators and clients can have asymmetrical features. Turn taking organization, overall structural organization of the interaction, sequence organization, turn design, lexical choice, epistemological and other forms of asymmetry were considered. Interruption, enforcing explicitness, controlling topic and formulation were marked in analyzed interactions for instrumental achieving of domination.

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Tango Rapperswil

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