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Customer service through an interactional lens

Descriptive

TypeOfResource
Text
TitleInfo (ID = T-1)
Title
Customer service through an interactional lens
SubTitle
the status of status inquiries in a camera repair shop
TitleInfo (ID = T-2); (type = alternative)
Title
Status of status inquiries in a camera repair shop
Identifier (displayLabel = ); (invalid = )
ETD_2100
Identifier (type = hdl)
http://hdl.rutgers.edu/1782.2/rucore10001600001.ETD.000051816
Language (objectPart = )
LanguageTerm (authority = ISO639-2); (type = code)
eng
Genre (authority = marcgt)
theses
Subject (ID = SBJ-1); (authority = RUETD)
Topic
Communication, Information and Library Studies
Subject (ID = SBJ-2); (authority = ETD-LCSH)
Topic
Call center agents
Subject (ID = SBJ-3); (authority = ETD-LCSH)
Topic
Customer relations
Subject (ID = SBJ-4); (authority = ETD-LCSH)
Topic
Communication in organizations
Abstract
This study uses conversation analysis to examine the organization of responses to Customers’ repair status inquiries in customer service calls to a camera repair shop. Using as data 193 recorded phone calls to a customer service center in a camera repair shop, the analysis describes practices participants use to jointly construct a multi componential response to repair status inquiries as a conditionally relevant response, and demonstrates how participants orient to this type of response as a normative organizational structure.
Findings of this study reveal that participants treat the action of inquiring about repair status as making relevant a response that contains two separate components, as a single response, where each component reports a different type of repair status. The first component of the response is a report of where the item that is in for repair is currently in the repair process, and the second is a report of the estimated repair completion time. Together, these two reports constitute the normative organizational response to a repair status inquiry. In addition, this study shows how response also constitutes an organizational structure that is produced in and through interaction. A second set of findings suggests that customers treat the organizational response to repair status inquiries for how it bears on another type of status, which is the delivery time, or when customers can expect to receive their equipment back from the organization. This second set of findings reveals how participants manage organizational knowledge and what assumptions customers make about what organizational members might know.
Within organizational communication, structuration theory (Giddens, 1984) focuses on the duality of the structure provided by the organization, such as rules and resources, and the agency of the actors that represents the autonomy of human agents to produce action. Giddens (1984) argued that as participants create their own normative, organizing structure through which they produce and reproduce conditions for achieving particular goals within a given encounter, their interaction is also influenced by the rules and resources provided by the organization. Thus, as members draw on organizational resources when they produce social actions, their actions simultaneously reproduce the organizational structure itself. By examining the details of actual interaction, this study moves from a theoretical framework to an examination of how members produce action, and documents how organizational structures are produced through talk. This study contributes to the growing body of research that examines how organizational processes and constructs are built through discourse in organizations (Putnam & Fairhurst, 2001). Findings about the organization of responses to status inquiries further conversation analytic research by describing previously undiscovered features of responding actions. The study also provides insight into how specific features of communication processes contribute to the provision of “customer service.”
PhysicalDescription
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electronic resource
Extent
xi, 194 p. : ill.
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Ph.D.
Note (type = bibliography)
Includes bibliographical references (p. 185-193)
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by Heidi Kevoe Feldman
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Feldman
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Heidi Kevoe
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1969-
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Heidi Kevoe Feldman
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Mandelbaum
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Jenny
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Jenny Mandelbaum
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Robinson
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Jeffrey
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co-chair
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Jeffrey D Robinson
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Scott
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Craig
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Craig R Scott
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Bolden
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Galina
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Galina Bolden
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John
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John Heritage
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Rutgers University
Role
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Graduate School - New Brunswick
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school
OriginInfo
DateCreated (point = ); (qualifier = exact)
2009
DateOther (qualifier = exact); (type = degree)
2009-10
Place
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xx
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Title
Rutgers University Electronic Theses and Dissertations
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ETD
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Title
Graduate School - New Brunswick Electronic Theses and Dissertations
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rucore19991600001
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NjNbRU
Identifier (type = doi)
doi:10.7282/T3ZC8319
Genre (authority = ExL-Esploro)
ETD doctoral
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Rights

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The author owns the copyright to this work
Copyright
Status
Copyright protected
Notice
Note
Availability
Status
Open
Reason
Permission or license
Note
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Feldman
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Heidi
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Heidi Feldman
Affiliation
Rutgers University. Graduate School - New Brunswick
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Author Agreement License
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I hereby grant to the Rutgers University Libraries and to my school the non-exclusive right to archive, reproduce and distribute my thesis or dissertation, in whole or in part, and/or my abstract, in whole or in part, in and from an electronic format, subject to the release date subsequently stipulated in this submittal form and approved by my school. I represent and stipulate that the thesis or dissertation and its abstract are my original work, that they do not infringe or violate any rights of others, and that I make these grants as the sole owner of the rights to my thesis or dissertation and its abstract. I represent that I have obtained written permissions, when necessary, from the owner(s) of each third party copyrighted matter to be included in my thesis or dissertation and will supply copies of such upon request by my school. I acknowledge that RU ETD and my school will not distribute my thesis or dissertation or its abstract if, in their reasonable judgment, they believe all such rights have not been secured. I acknowledge that I retain ownership rights to the copyright of my work. I also retain the right to use all or part of this thesis or dissertation in future works, such as articles or books.
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Technical

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