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What's going on in the chat flow? A move analysis of e-commerce customer service webchat exchange
16 references·0 citing·37 second hop
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References

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  • 2003Analysing Discourse: Textual Analysis for Social Research6,496 cited
  • 1995An introduction to functional grammar . 2nd edn. By M. A. K. Halliday London, Melbourne, & Auckland: Edward Arnold, 1994. Pp. XXXV, 434.6,014 cited
  • 1993Genre analysis : English in academic and research settings. By John M. Swales (Cambridge applied linguistics series.) Cambridge & New York: Cambridge University Press, 1990. Pp. 260. Cloth $34.50, paper $15.95.5,142 cited
  • 1992Genre Analysis: English in Academic and Research Settings4,725 cited
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  • 1995Analysing genre: Language use in professional settings1,533 cited
  • 1999Construing Experience Through Meaning: A Language-Based Approach to Cognition1,174 cited
  • 2002Authority and invisibility947 cited
  • 2013Analyzing Discourse: Textual Analysis for Social Research620 cited
  • 2000Styling the worker: Gender and the commodification of language in the globalized service economy434 cited
  • 2012Genres across the Disciplines: Student Writing in Higher Education220 cited
  • 2002Genre Analysis of Editorial Letters to International Journal Contributors

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169 cited
  • 2017Examining satisfaction with the experience during a live chat service encounter-implications for website providers135 cited
  • 1993Discourse description : Diverse linguistic analyses of a fund-raising text. Edited by William C. Mann and Sandra A. Thompson (Pragmatics & beyond, new series, 16.) Amsterdam & Philadelphia: John Benjamins, 1992. Pp. xiii, 409. Paper $115.00.102 cited
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