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Working the overall structural organization of a call: How customers use third position as leverage for gaining service representatives' assistance in dealing with service problems
16 references·0 citing·34 second hop
Working the overall structural organization of a call: How customers use third position as leverage for gaining service representatives' assistance in dealing with service problems (2015)Working the overall structural organizati…The Handbook of Conversation Analysis (2013)The Handbook of Conversation …Talk in Action: Interactions, Identities, and Institutions (2010)Talk in Action: Interactions,…Sequence Organization in Interaction: A Primer in Conversation Analysis (2008)Sequence Organization in Inte…Sequence Organization in Interaction: A Primer in Conversation Analysis (2007)Sequence Organization in Inte…A preference for progressivity in interaction (2006)A preference for progressivit…Prompting Action: The Stand-Alone "So" in Ordinary Conversation (2004)Prompting Action: The Stand-A…Grammar and Social Organization: Yes/No Interrogatives and the Structure of Responding (2003)Grammar and Social Organizati…Qualitative research : theory, method and practice (1997)Qualitative research : theory…Transitional regularities for ‘casual’ “Okay” usages (1993)Transitional regularities for…Analyzing talk at work: an introduction (1992)Analyzing talk at work: an in…Complainable Matters: The Use of Idiomatic Expressions in Making Complaints (1988)Complainable Matters: The Use…Notes on ?latency? in overlap onset (1986)Notes on ?latency? in overlap…A change-of-state token and aspects of its sequential placement (1985)A change-of-state token and a…Response Cries (1978)Response CriesOpening up Closings (1973)Opening up ClosingsSequencing in Conversational Openings 1 (1968)Sequencing in Conversational …Studies in Ethnomethodology. (1968)The Constitution of Society. Outline of the Theory of Structuration (1984)Mobilizing Response (2010)The Epistemic Engine: Sequence Organization and Territories of Knowledge (2012)Mind, Self, and Society (2015)Discourse and Social Psychology (2020)Studies in Ethnomethodology (1968)The Preference for Self-Correction in the Organization of Repair in Conversation (1977)Professional Vision (1994)A simplest systematics for the organization of turn-taking for conversation (1974)How To Do Things With Words (1975)Politeness : Some Universals in Language Usage (1987)Contingency and Action: A Comparison of Two Forms of Requesting (2008)Language as shaped by the brain (2008)Challenges of multimodality: Language and the body in social interaction (2016)Dilemmas in qualitative health research (2000)Discourse Analysis as Theory and Method (2002)Sampling Knowledge: The Hermeneutics of Snowball Sampling in Qualitative Research (2008)Implementing incipient actions: The discourse marker ‘so’ in English conversation (2008)Constituting face in conversation: Face, facework, and interactional achievement (2010)The Oxford Handbook of Grammaticalization (2011)Grounding in communication. (1991)Repair After Next Turn: The Last Structurally Provided Defense of Intersubjectivity in Conversation (1992)Stance, Alignment, and Affiliation During Storytelling: When Nodding Is a Token of Affiliation (2008)Epistemics in Action: Action Formation and Territories of Knowledge (2012)The origin of human multi-modal communication (2014)What does grammar tell us about action? (2015)Conversational Memory Network for Emotion Recognition in Dyadic Dialogue Videos (2018)Confirming Allusions: Toward an Empirical Account of Action (1996)Qualitative research methods in health technology assessment: a review of the literature. (1998)The epistemics of social relations: Owning grandchildren (2006)Vocal cues in emotion encoding and decoding (1991)Practices and actions: Boundary cases of other‐initiated repair (1997)Surprise As an Interactional Achievement: Reaction Tokens in Conversation (2006)
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References

  • 1973Opening up Closings4,591 cited
  • 1997Qualitative research : theory, method and practice4,204 cited
  • 1968Sequencing in Conversational Openings 12,450 cited
  • 1985A change-of-state token and aspects of its sequential placement2,266 cited
  • 2007Sequence Organization in Interaction: A Primer in Conversation Analysis1,675 cited
  • 2013The Handbook of Conversation Analysis1,611 cited
  • 2003Grammar and Social Organization: Yes/No Interrogatives and the Structure of Responding1,167 cited
  • 1992Analyzing talk at work: an introduction1,137 cited
  • 2008Sequence Organization in Interaction: A Primer in Conversation Analysis874 cited
  • 1978Response Cries714 cited
  • 2006A preference for progressivity in interaction665 cited
  • 1993Transitional regularities for ‘casual’ “Okay” usages567 cited
  • 2010Talk in Action: Interactions, Identities, and Institutions561 cited
  • 1986Notes on ?latency? in overlap onset470 cited
  • 1988Complainable Matters: The Use of Idiomatic Expressions in Making Complaints417 cited
  • 2004Prompting Action: The Stand-Alone "So" in Ordinary Conversation

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