Closings of Calls to an Airline Service

• 발행기관: 한국사회언어학회
• 저자명: 이승희(Lee Seung Hee)
• 간행물 정보: 『사회언어학』제23권 3호, 173~200쪽, 전체 28쪽
• 주제분류: 어문학 > 언어학
• 파일형태: PDF
• 발행일자: 2015.12.31

영문 초록

In conversation analysis (CA), closings of a conversation are explicated as achievements by parties working through structural problems of coordinating a simultaneous exit from the conversation. This paper examines closings of calls to an airline service in Korea using the method of CA. As calls to the airline service are built with an orientation to an expectably single business, resolution of the business at hand－typically a flight reservation－occasions the relevance of closing. Closings of airline service calls are structured into pre‐closing and terminal sequences. Agentsʹ announcement of a completion of the reservation, thus of the business at hand, constitutes a pre‐closing move. Customers align with the pre‐closing move normally by producing an acknowledgement in response. Following pre‐closing sequences, agents initiate a terminal sequence by producing a terminal component in a standard format required by the institution. Customers typically respond with an acknowledgement ‘yes’ token, collaboratively achieving a termination. In the achievement of closing sequences, parties orient not only to the particular trajectory of activities and pre‐closings they have been engaged in, but also to the particular type of conversation as one of customer service.

목차

Abstract

1. Introduction

2. Data and Method

3. Overall Structural Organization and Monotopicality of Airline Service Calls

4. Closings of Airline Service Calls

5. Conclusion

References

키워드

closing conversation analysis institutional interaction overall structural organization service encounter