Please use this identifier to cite or link to this item: http://hdl.handle.net/20.500.11861/5119
Title: Construing negotiation: The role of voice quality features in American-Filipino business telephone conversations
Authors: Dr. WAN Yau Ni, Jenny 
Issue Date: 2017
Source: Language & Dialogue, 2017, vol. 7(2), pp. 137-162.
Journal: Language & Dialogue 
Abstract: The call centre conversation is a telephonic exchange of voices between the customer and the customer service representative (CSR). Both lexicogrammatical and prosodic features are used to construe emotional and attitudinal recognition. Studying these features can investigate how the call centre discourse is construed, and how the interpersonal meaning takes shape through the text. The spoken data are constructed by Filipino CSRs and American English-speaking customers. The findings show that participants tend to make specific paralinguistic voice quality choices to express their emotions in dialogue. This article first discusses the voice quality framework for its semiotic features in relation to interpersonal meaning, reviews previous voice quality studies and later delineates how voice quality relates to interpersonal meaning in the calls.
Type: Peer Reviewed Journal Article
URI: http://hdl.handle.net/20.500.11861/5119
ISSN: 2210-4119
DOI: 10.1075/ld.7.2.01yau
Appears in Collections:English Language & Literature - Publication

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