ABSTRACT

This study examines positive low- and high-grade assessments in service encounters between customers and salespersons conducted in Swedish and recorded in Sweden and Finland. The assessments occur in a regular sequential pattern as third-turn moves that complete request-delivery sequences, longer coherent requesting sections, or request sequences in a pre-closing context. The positive valence of the assessments coheres with the satisfactory outcome of task completion, but their function is primarily pragmatic, used for segmenting the flow of task-oriented institutional interaction. The assessments stand as lexical TCUs, and their delivery is characterized by downgraded prosody and the speaker’s embodied shift away from the other. The analysis reveals distributional differences in the interactional practice: Customers produce task-completing assessments more often than the salespersons, and high-grade assessments are more frequent in the data from Sweden than from Finland. The data are in Sweden Swedish and Finland Swedish with English translations.

摘要

这项研究调查了瑞典人在瑞典和芬兰进行的客户和销售人员之间的服务接触中的低级和高级积极评估。评估以规则的顺序模式进行，这是第三回合移动完成的，这些请求完成了请求传递序列，更长的连贯请求部分或在结束前的上下文中的请求序列。评估的积极价值与任务完成的令人满意结果相吻合，但其职能主要是务实的，用于划分面向任务的机构互动的流程。评估就像词汇上的TCU一样，其交付的特点是降低了韵律，并且说话者的言外之意也转移了。分析揭示了交互实践中的分布差异：与销售人员相比，客户进行任务完成评估的频率更高，并且来自瑞典的数据中的高级评估比芬兰的频率更高。数据为瑞典语瑞典语和芬兰语瑞典语，并带有英文翻译。