Huma & Stokoe ROLSI 2020 IR.pdf (412.17 kB)
The anatomy of first-time and subsequent business-to-business "cold" calls
journal contribution
posted on 2019-11-14, 11:45 authored by Bogdana Huma, Elizabeth StokoeThis article examines business-to-business “cold” calls between salespeople and prospective clients. Drawing on 150 audio-recorded interactions, we use conversation analysis to identify the overarching structural organization and constituent activities in first-time and subsequent “cold” calls, a distinction that emerged from participants’ orientation to their relationship history or lack thereof. The article reveals how structural features of telephone conversations, such as identification sequences and “reason for calling,” are adapted to achieve local interactional results and that these conversational microstructures are consequential for the outcome of the telephone call and, ultimately, a company’s bottom line. Data are British English.
History
School
- Social Sciences
Department
- Communication, Media, Social and Policy Studies
Published in
Research on Language and Social InteractionVolume
53Issue
2Pages
271 - 294Publisher
Taylor & Francis (Routledge)Version
- AM (Accepted Manuscript)
Rights holder
© Taylor & Francis Group, LLCPublisher statement
This is an Accepted Manuscript of an article published by Taylor & Francis in Research on Language and Social Interaction on 21 April 2020, available online: http://www.tandfonline.com/10.1080/08351813.2020.1739432.Acceptance date
2019-11-12Publication date
2020-04-21Copyright date
2020ISSN
0835-1813eISSN
1532-7973Publisher version
Language
- en
Depositor
Prof Elizabeth Stokoe. Deposit date: 12 November 2019Usage metrics
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