"Helping you to pay us": rapport management in debt collection call centre encounters

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"Helping you to pay us": rapport management in debt collection call centre encounters

This paper investigates the rapport management (Spencer-Oatey 2005) that collections agents at a UK-based utilities company call centre are expected to perform during debt collection telephone interactions. It does so by examining the rapport-relevant information communicated in the textual material...

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Bibliographic Details
Main Author:	Harrington, Leigh
Format:	Article
Published:	De Gruyter 2018
Subjects:	Rapport management; Face; Call centres; Debt collection; Linguistic styling; Sanctioned face-attacks
Online Access:	https://eprints.nottingham.ac.uk/51762/

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