The case of task-oriented, polite discourse in intercultural aviation and customer service interactions

Friginal, Eric 2024. The case of task-oriented, polite discourse in intercultural aviation and customer service interactions. Journal of Corpora and Discourse Studies 7 , pp. 258-281. 10.18573/jcads.119

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Abstract

Applied corpus linguistics (ACL) as a methodological approach in language and social research has contributed important linguistics-based explications of discourse with critical language policy implications. ACL is understood to include the use of corpus resources, techniques, and tools in order to, for example, examine patterning in public discourses so as to obtain novel understandings of how language is used and construed in specific contexts (Thompson & Friginal, 2020). This paper presents results of two interrelated (case) studies exploring corpus distributions, in particular, of politeness markers, in aviation English communication and outsourced call center interactions. Both specialized corpora, Cross-Cultural Aeronautical Communication Corpus (CCACC) and Corpus of Outsourced Customer Service Calls (Co-CSC) are annotated across socio-cultural structures and task dimensions of interaction in these settings, focusing especially upon speakers’ role-relationships, discoursal goals and objectives, cultural identities, and power dynamics (Baker, 2021; Egbert, Biber, & Gray, 2022; Vine, 2020). Distributions of grammatical politeness markers (e.g., thanks, let's, and speech acts, polite requests, apologies, etc.) are interpreted by focusing on their macro and micro policy implications, especially highlighting emerging mismatches between linguistic realities (i.e., from corpora) and industry expectations.

Item Type:	Article
Date Type:	Publication
Status:	Published
Publisher:	Cardiff University Press
ISSN:	2515-0251
Date of First Compliant Deposit:	10 June 2024
Date of Acceptance:	4 March 2024
Last Modified:	26 Jul 2024 09:52
URI:	https://orca.cardiff.ac.uk/id/eprint/169661

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