Језичке појаве у асиметричној институцијској интеракцији – случај Кол центра
DOI: 10.2298/GEI1102191K UDK: 81'33:316.776.23 ; 316.776.23:621.395.9 ID: 187976460
Сажетак
У институцијској комуникацији улоге учесника одређене су институцијским оквиром, а расподела интеракцијске моћи је асиметрична. У овом раду се путем студије случаја испитује да ли интеракција између оператера кол центра и потрошача може да поседује одлике асиметричности. Узимају се у обзир организација преузимања речи, општа структурална организација интеракције, организација следа, конструкција турнуса, избор лексике и епистемолошки и други облици асиметрије. У анализираној интеракцији за инструментално постизање доминације маркирани су: прекидање, инсистирање на екплицитности, контрола над темом и преформулација.
Кључне речи: асиметричност, институцијска комуникација, анализа дискурса, анализа конверзације, кол центар, моћ, интеракција
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Idian Call Centers”. World Englishes 26 (3), 316–330.
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eds. P. Drew and J.Heritage Talk at Work: Interaction i Institutional
Settings, 3–65. Cambridge: Cambridge University Press.
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Education Limited.
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An Initial Investigation of English in the Business Processing Outsourcing
(BPO) Industry”. English for Specific Purposes Journal 26 (3), 308–326.
Greatbatch, David. 1988. “A Turn-Taking System for British News Interviews”.
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Heritage, John. 2004. “Conversation Analysis and Institutional Talk. Analysing
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Practice. Cambridge: Cambridge University Press.
Sacks, Harvey. 1992. Lectures on Conversation. vols I and II, edited by G.
Jefferson. Oxford: Blackwell.
Sacks, Harvey, Emanuel Schegloff, and Gail Jefferson. 1974 “A simplest
Systematics for the Organization of Turntaking for Conversation”.
Language, 50 (4), 696–735.
Stević, Slobodan. 1997. Аnaliza konverzacije. Beograd: Filološki fakultet.
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БЕОГАС. 2011. Последњи пут приступљено 20.05.2011, http://www.beo-gas.rs.
Објављено
28.07.2018.
Како цитирати
(SERBIA), Mаrijа Koprivicа Lelićаnin; (SERBIA), Aleksаndrа Šuvаković.
Језичке појаве у асиметричној институцијској интеракцији – случај Кол центра.
Гласник Етнографског института САНУ, [S.l.], v. 59, n. 2, p. 189-197, july 2018.
ISSN 2334-8259.
Доступно на:
<https://www.ei.sanu.ac.rs/index.php/gei/article/view/438>.
Датум приступа: 27 apr. 2024
<https://www.ei.sanu.ac.rs/index.php/gei/article/view/438>.
Датум приступа: 27 apr. 2024
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