Hurting and Blaming: Two Components in the Action Formation of Complaints About Absent Parties

IF 3 1区 文学 Q1 COMMUNICATION
M. Pino
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引用次数: 3

Abstract

ABSTRACT This article investigates the action formation of complaints about absent parties—asking what makes them recognizable as such. It shows that recipient responses display their understanding that complaints comprise two components: a display of hurt (related to the impact of the complained-of events) and a blaming (attributing responsibility to an absent party). The setting, a bereavement support group in the UK, is perspicuous for this investigation because the group facilitators respond to the clients’ complaints by decoupling their constituent components, validating the hurt while avoiding affiliating with the blaming embodied in them. This makes visible these complaint-recipients’ distinctive orientations to the two components of complaints. The article advances understandings of the action formation of complaints; it documents practices whereby service providers can show compassion toward the hurt embodied in clients’ complaints; and it shows how principles of bereavement support are implemented in face-to-face interactions. The participants speak British English.
伤害与指责:缺席当事人申诉行为形成的两个组成部分
摘要本文调查了缺席当事人投诉的行为形成——询问是什么让他们被识别为缺席当事人。它表明,接受者的反应表明他们理解投诉包括两个部分:伤害的表现(与投诉事件的影响有关)和指责(将责任归咎于缺席方)。这是英国的一个丧亲之痛支持小组,该小组对这项调查非常敏感,因为小组主持人对客户的投诉的回应是,将其组成部分脱钩,确认伤害,同时避免与他们身上的指责联系在一起。这使得这些投诉接受者对投诉的两个组成部分的独特取向显而易见。文章提出了对申诉行为形成的理解;它记录了服务提供商可以对客户投诉中所体现的伤害表示同情的做法;它展示了丧亲之痛支持原则是如何在面对面的互动中实施的。参与者讲英国英语。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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来源期刊
CiteScore
7.30
自引率
7.40%
发文量
20
期刊介绍: The journal publishes the highest quality empirical and theoretical research bearing on language as it is used in interaction. Researchers in communication, discourse analysis, conversation analysis, linguistic anthropology and ethnography are likely to be the most active contributors, but we welcome submission of articles from the broad range of interaction researchers. Published papers will normally involve the close analysis of naturally-occurring interaction. The journal is also open to theoretical essays, and to quantitative studies where these are tied closely to the results of naturalistic observation.
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