Pragmatic Variation in Service Encounter Interactions across the Spanish-Speaking World, edited by César Félix-Brasdefer and María Elena Placencia

What is it about?

Pragmatic Variation in Service Encounter Interactions across the Spanish-Speaking World consists of 14 chapters authored by renowned scholars: 12 empirical studies and two theoretical discussions evaluate transactional/non-transactional discourse of service encounters (SEs) in face-to-face (FTF) or virtual interactions (e-SEs) taking place in commercial (small shops, bars) and non-commercial contexts (call centers) and between customers and service providers (sellers/servers). Each chapter contributes to the research focused on how discourse establishes ideological positions in the Hispanic world and how social actions are negotiated and accomplished. Pragmatic resources examined include forms of address (pronouns and vocatives), small talk as a strategy to mitigate rejection and maintain rapport, and humor as a strategy to boost social relationships.

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