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Customer communication in distance shopping: How to reveal complexities through socio-pragmatic conversation analysis
Jönköping International Business School.
Linköping University, Department of Management and Engineering, VITS - Development of Informations Systems and Work Context. Linköping University, Faculty of Arts and Sciences.
Jönköping International Business School.
2009 (English)In: International Journal of Electronic Customer Relationship Management, ISSN 1750-0664, Vol. 3, no 3, 236-263 p.Article in journal (Refereed) Published
Abstract [en]

In order to find the most appropriate fit between media to use and density of interaction in distance shopping, a thorough analysis of customer communication is needed. In this paper, the authors present two examples of such in-depth analysis (e-mail and telephone conversations). These analyses are based on a socio-pragmatic communication framework. The result uncovers deep complexities in the communication process between employees of distance selling companies and their customers. This complexity includes a number of different areas, such as the change of topicalisation of a conversation and context-dependence. The analysis of these customer conversations has also been translated into possible recommendations for customer communication.

Place, publisher, year, edition, pages
2009. Vol. 3, no 3, 236-263 p.
Keyword [en]
Communicative action; Conversation analysis; Customer communication; Electronic commerce; Social action
National Category
Social Sciences
URN: urn:nbn:se:liu:diva-21261DOI: 10.1504/IJECRM.2009.027952OAI: diva2:241039
Available from: 2009-09-30 Created: 2009-09-30 Last updated: 2009-09-30

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Goldkuhl, Göran
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VITS - Development of Informations Systems and Work ContextFaculty of Arts and Sciences
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