Baumgarten, N. orcid.org/0000-0003-3846-5439 (2023) And the postcode darlin’. Vocative variation in service encounters on the telephone in Northern England. In: Baumgarten, N. and Vismans, R., (eds.) It's different with you: Contrastive perspectives on address research. Topics in Address Research, 5 . John Benjamins , Amsterdam , pp. 221-245.
Abstract
The chapter presents the results of an investigation of vocative use in telephone service encounters in the British housing market. The investigation is based on 300+ “mystery shopping” telephone calls placed with estate agents servicing four socio-economically different areas of a city in northern England. The results show that vocative use in service telephone interactions is nonreciprocal and restricted to estate agents. The frequency of vocative use as well as choice of vocative type by estate agents (first name, last name, honorific, endearment) is socio-economically stratified and sensitive to socio-ethnic group membership projected through callers’ accent and name. Variation in vocative type within individual calls allows the agent to explicate an asymmetrical role relationship for the purpose of transactional control.
Metadata
Item Type: | Book Section |
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Authors/Creators: |
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Editors: |
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Copyright, Publisher and Additional Information: | © 2023 John Benjamins. This is an author-produced version of a book chapter subsequently published in It's different with you: Contrastive perspectives on address research. Uploaded in accordance with the publisher's self-archiving policy. For all re-use permissions please contact the publishers. |
Keywords: | vocatives; endearments; service encounters; telephone interactions; British English; Northern England |
Dates: |
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Institution: | The University of Sheffield |
Academic Units: | The University of Sheffield > Faculty of Arts and Humanities (Sheffield) > School of Languages and Cultures (Sheffield) |
Funding Information: | Funder Grant number BRITISH ACADEMY (THE) IC\100094 |
Depositing User: | Symplectic Sheffield |
Date Deposited: | 12 May 2023 10:12 |
Last Modified: | 06 Sep 2024 00:13 |
Published Version: | https://benjamins.com/catalog/tar.5.09bau |
Status: | Published |
Publisher: | John Benjamins |
Series Name: | Topics in Address Research |
Refereed: | Yes |
Open Archives Initiative ID (OAI ID): | oai:eprints.whiterose.ac.uk:199100 |