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Huma & Stokoe ROLSI 2020 IR.pdf (412.17 kB)

The anatomy of first-time and subsequent business-to-business "cold" calls

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posted on 2019-11-14, 11:45 authored by Bogdana Huma, Elizabeth Stokoe
This 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 Interaction

Volume

53

Issue

2

Pages

271 - 294

Publisher

Taylor & Francis (Routledge)

Version

  • AM (Accepted Manuscript)

Rights holder

© Taylor & Francis Group, LLC

Publisher 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

2019-11-12

Publication date

2020-04-21

Copyright date

2020

ISSN

0835-1813

eISSN

1532-7973

Language

  • en

Depositor

Prof Elizabeth Stokoe. Deposit date: 12 November 2019

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