面对面交际质量研究的语言学方法

IF 7.4 2区管理学 Q1 MANAGEMENT

Service Industries Journal Pub Date : 1999-04-01 DOI:10.1080/02642069900000017

M. Haring, J. Mattsson

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引用次数: 14

摘要

本文结合语言学、社会心理学和服务质量的研究概念，探索了研究服务接触中面对面沟通质量的新方法。音频和视频记录通过记录活动中的语言和非语言行为来研究交流。人们认为，语境特征是服务接触中交际行为的主要决定因素。为了评估质量好坏的实例，这些特征被翻译成可在转录中追溯的交际概念。

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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A Linguistic Approach to Studying Quality of Face-to-Face Communication

Bringing together concepts from previous research in linguistics, social psychology and service quality, this paper explores new grounds in the pursuit of an approach for studying quality in face-to-face communication in service encounters. Audio and video recordings are used to study communication by transcribing verbal and non-verbal behaviour in the recorded activities. It is believed that contextual characteristics are the main determinants of communicative behaviour in service encounters. In order to evaluate instances of good and poor quality, these characteristics are translated into communicative concepts that are traceable in the transcriptions.

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来源期刊

Service Industries Journal MANAGEMENT-

CiteScore

19.00

自引率

18.10%

发文量

期刊介绍： The mission of The Service Industries Journal is to enhance our understanding of the services sector, service firms, and the efficient management of these entities. Pioneering the field since 1981, we stand as the world's inaugural academic, peer-reviewed journal dedicated to the services sector and service management. Over the years, we have earned a prestigious international reputation for delivering high-quality content and insights. We enthusiastically invite submissions from researchers worldwide whose studies are grounded in social sciences such as sociology, psychology, economics, law, and politics.