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Professional discourse analysis: Specific language features in telephone communication breakdown
Author(s)
Date Issued
2015
Citation
In Proceedings of First International Conference on Linguistics and Language Studies, ICLLS 2015 (p. 164-179).
Type
Conference Paper
Abstract
In call centre communication, the only channel of communication between Customer Service Representative (CSR) and customer is the telephonic conversation. However, little attention has been focused on linguistics analyses of authentic complaint calls or calls with "communication breakdown"...
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