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Task-Completing Assessments in Service Encounters
Stockholm University, Faculty of Humanities, Department of Swedish Language and Multilingualism, Scandinavian Languages.ORCID iD: 0000-0002-2359-4046
2019 (English)In: Research on Language and Social Interaction, ISSN 0835-1813, E-ISSN 1532-7973, Vol. 52, no 2, p. 85-103Article in journal (Refereed) Published
Abstract [en]

This study examines positive low- and high-grade assessments in service encounters between customers and salespersons conducted in Swedish and recorded in Sweden and Finland. The assessments occur in a regular sequential pattern as third-turn moves that complete request-delivery sequences, longer coherent requesting sections, or request sequences in a pre-closing context. The positive valence of the assessments coheres with the satisfactory outcome of task completion, but their function is primarily pragmatic, used for segmenting the flow of task-oriented institutional interaction. The assessments stand as lexical TCUs, and their delivery is characterized by downgraded prosody and the speaker's embodied shift away from the other. The analysis reveals distributional differences in the interactional practice: Customers produce task-completing assessments more often than the salespersons, and high-grade assessments are more frequent in the data from Sweden than from Finland. The data are in Sweden Swedish and Finland Swedish with English translations.

Place, publisher, year, edition, pages
2019. Vol. 52, no 2, p. 85-103
Keywords [en]
assessments, high-grade assessments, low-grade assessments, service encounters, institutional interaction, multimodal action, Swedish, Finland-Swedish
National Category
General Language Studies and Linguistics
Research subject
General Linguistics; Scandinavian Languages
Identifiers
URN: urn:nbn:se:su:diva-170293DOI: 10.1080/08351813.2019.1581468ISI: 000471555000001OAI: oai:DiVA.org:su-170293DiVA, id: diva2:1330347
Projects
Interaktion och variation i pluricentriska språk (IVIP).
Funder
Riksbankens Jubileumsfond, M12-0137:1Available from: 2019-06-25 Created: 2019-06-25 Last updated: 2019-07-22Bibliographically approved

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CiteExportLink to record
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Cite
Citation style
  • apa
  • ieee
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  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
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  • asciidoc
  • rtf