Responding at a higher level: Activity progressivity in calls for service

Research output: Contribution to journalArticle

17 Citations (Scopus)

Abstract

In a set of calls to an airline service in which agents ask for customers' identifying information, some customers respond by providing different, unrequested information. This paper examines these non-direct, nonconforming responses and shows that those customers anticipate hierarchical institution-specific stages in the activity and respond to the higher-level purpose for which the question was produced. Customers thereby promote the progress of the larger activity in an institutionally relevant way. This suggests that participants can depart from type-conformity with an orientation to activity progressivity.

Original languageEnglish
Pages (from-to)904-917
Number of pages14
JournalJournal of Pragmatics
Volume43
Issue number3
DOIs
Publication statusPublished - 2011 Feb 1

All Science Journal Classification (ASJC) codes

  • Language and Linguistics
  • Linguistics and Language
  • Artificial Intelligence

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