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“Helping you to pay us”: Rapport management in debt collection call centre encounters
16 references·0 citing·42 second hop
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References

  • 1999Communities of practice learning, meaning, and identity28,353 cited
  • 1987Politeness : Some Universals in Language Usage11,919 cited
  • 1976A classification of illocutionary acts3,202 cited
  • 1984Language style as audience design3,022 cited
  • 2005Politeness Theory and Relational Work1,426 cited
  • 1975How to Do Things with Words: The William James Lectures Delivered at Harvard University in 19551,037 cited
  • 2003Globalization, the new economy, and the commodification of language and identity969 cited
  • 1977Text and Context: Explorations in the Semantics and Pragmatics of Discourse941 cited
  • 2017Communication Without Words879 cited
  • 2011Impoliteness: Using Language to Cause Offence806 cited
  • 2003Impoliteness revisited: with special reference to dynamic and prosodic aspects771 cited
  • 1994Fast Food, Fast Talk: Service Work and the Routinization of Everyday Life.758 cited
  • 2005(Im)Politeness, Face and Perceptions of Rapport: Unpackaging their Bases and Interrelationships579 cited
  • 1993The Power of Silence: Social and Pragmatic Perspectives563 cited
  • 2002Managing rapport in talk: Using rapport sensitive incidents to explore the motivational concerns underlying the management of relations

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518 cited
  • 2000Good to Talk?: Living and Working in a Communication Culture512 cited
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