{"id":"https://openalex.org/W2612796342","doi":"https://doi.org/10.1057/978-1-137-37508-7_25","title":"(Im)politeness in Service Encounters","display_name":"(Im)politeness in Service Encounters","publication_year":2017,"publication_date":"2017-01-01","ids":{"openalex":"https://openalex.org/W2612796342","doi":"https://doi.org/10.1057/978-1-137-37508-7_25","mag":"2612796342"},"language":"en","primary_location":{"id":"doi:10.1057/978-1-137-37508-7_25","doi":"https://doi.org/10.1057/978-1-137-37508-7_25","is_oa":false,"landing_page_url":"https://doi.org/10.1057/978-1-137-37508-7_25","pdf_url":null,"source":{"id":"https://openalex.org/S4306463716","display_name":"Palgrave Macmillan UK eBooks","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/P4310319703","host_organization_name":"Palgrave Macmillan","host_organization_lineage":["https://openalex.org/P4310319703","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Palgrave Macmillan","Springer Nature"],"type":"ebook platform"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"The Palgrave Handbook of Linguistic (Im)politeness","raw_type":"book-chapter"},"volume":{"id":"https://openalex.org/W2594200419","display_name":"The Palgrave Handbook of Linguistic (Im)politeness"},"type":"book-chapter","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5004989805","display_name":"Rosina M\u00e1rquez Reiter","orcid":"https://orcid.org/0000-0001-6627-1813","observed_orcids":["https://orcid.org/0000-0001-6627-1813"]},"institutions":[{"id":"https://openalex.org/I28290843","display_name":"University of Surrey","ror":"https://ror.org/00ks66431","country_code":"GB","type":"education","lineage":["https://openalex.org/I28290843"]}],"countries":["GB"],"is_corresponding":true,"raw_author_name":"Rosina M\u00e1rquez Reiter","raw_affiliation_strings":["University of Surrey, Surrey, UK"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Surrey, Surrey, UK","institution_ids":["https://openalex.org/I28290843"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5041414399","display_name":"Patricia Bou\u2010Franch","orcid":"https://orcid.org/0000-0002-1216-8869","observed_orcids":["https://orcid.org/0000-0002-1216-8869"]},"institutions":[{"id":"https://openalex.org/I16097986","display_name":"Universitat de Val\u00e8ncia","ror":"https://ror.org/043nxc105","country_code":"ES","type":"education","lineage":["https://openalex.org/I16097986"]}],"countries":["ES"],"is_corresponding":false,"raw_author_name":"Patricia Bou-Franch","raw_affiliation_strings":["University of Valencia, Val\u00e8ncia, Spain"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Valencia, Val\u00e8ncia, Spain","institution_ids":["https://openalex.org/I16097986"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5004989805"],"corresponding_institution_ids":["https://openalex.org/I28290843"],"apc_list":null,"apc_paid":null,"fwci":11.6215,"has_fulltext":false,"cited_by_count":25,"citation_normalized_percentile":{"value":0.98005464,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":99},"biblio":{"volume":null,"issue":null,"first_page":"661","last_page":"687"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10383","display_name":"Language, Discourse, Communication Strategies","score":0.9976000189781189,"subfield":{"id":"https://openalex.org/subfields/1203","display_name":"Language and Linguistics"},"field":{"id":"https://openalex.org/fields/12","display_name":"Arts and Humanities"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10383","display_name":"Language, Discourse, Communication Strategies","score":0.9976000189781189,"subfield":{"id":"https://openalex.org/subfields/1203","display_name":"Language and Linguistics"},"field":{"id":"https://openalex.org/fields/12","display_name":"Arts and Humanities"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T13538","display_name":"Linguistics and Language Analysis","score":0.0017999999690800905,"subfield":{"id":"https://openalex.org/subfields/1203","display_name":"Language and Linguistics"},"field":{"id":"https://openalex.org/fields/12","display_name":"Arts and Humanities"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12284","display_name":"Emotional Labor in Professions","score":0.00019999999494757503,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/impoliteness","display_name":"impoliteness","score":0.9800000190734863},{"id":"https://openalex.org/keywords/politeness","display_name":"politeness","score":0.7860000133514404},{"id":"https://openalex.org/keywords/service-encounters","display_name":"service encounters","score":0.9509999752044678},{"id":"https://openalex.org/keywords/commercial-interaction","display_name":"commercial interaction","score":0.7310000061988831},{"id":"https://openalex.org/keywords/sociopragmatics","display_name":"sociopragmatics","score":0.878000020980835},{"id":"https://openalex.org/keywords/face-to-face-interaction","display_name":"face-to-face interaction","score":0.8450000286102295},{"id":"https://openalex.org/keywords/online-interaction","display_name":"online interaction","score":0.7689999938011169},{"id":"https://openalex.org/keywords/service-providers","display_name":"service providers","score":0.5049999952316284}],"concepts":[{"id":"https://openalex.org/C61123122","wikidata":"https://www.wikidata.org/wiki/Q281287","display_name":"Politeness","level":2,"score":0.980209469795227},{"id":"https://openalex.org/C58393919","wikidata":"https://www.wikidata.org/wiki/Q7210152","display_name":"Politeness theory","level":3,"score":0.7421597242355347},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5506035685539246},{"id":"https://openalex.org/C2779304628","wikidata":"https://www.wikidata.org/wiki/Q3503480","display_name":"Face (sociological concept)","level":2,"score":0.4752504527568817},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.4330165684223175},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.42369112372398376},{"id":"https://openalex.org/C41895202","wikidata":"https://www.wikidata.org/wiki/Q8162","display_name":"Linguistics","level":1,"score":0.3923031985759735},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.3805285096168518},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.3041781187057495},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.2894556522369385},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.16550976037979126},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.07041561603546143},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.1057/978-1-137-37508-7_25","doi":"https://doi.org/10.1057/978-1-137-37508-7_25","is_oa":false,"landing_page_url":"https://doi.org/10.1057/978-1-137-37508-7_25","pdf_url":null,"source":{"id":"https://openalex.org/S4306463716","display_name":"Palgrave Macmillan UK eBooks","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/P4310319703","host_organization_name":"Palgrave Macmillan","host_organization_lineage":["https://openalex.org/P4310319703","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Palgrave Macmillan","Springer Nature"],"type":"ebook platform"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"The Palgrave Handbook of Linguistic (Im)politeness","raw_type":"book-chapter"},{"id":"pmh:oai:alma.44SUR_INST:11140140920002346","doi":null,"is_oa":false,"landing_page_url":"https://doi.org/10.1057/978-1-137-37508-7_25","pdf_url":null,"source":{"id":"https://openalex.org/S4210197018","display_name":"Open Research (University of Surrey)","issn_l":"2688-268X","issn":["2688-268X","2688-3988"],"is_oa":false,"is_in_doaj":true,"is_core":true,"listed_in":["cwts-core","doaj","dongbi-c","poland-20","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320595","host_organization_name":"Wiley","host_organization_lineage":["https://openalex.org/P4310320595"],"host_organization_lineage_names":["Wiley"],"type":"journal"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Book Section"},{"id":"pmh:oai:oro.open.ac.uk:67751","doi":null,"is_oa":false,"landing_page_url":"https://oro.open.ac.uk/67751/","pdf_url":null,"source":{"id":"https://openalex.org/S4377196284","display_name":"Open Research Online - ORO (The Open University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I204136569","host_organization_name":"The Open University","host_organization_lineage":["https://openalex.org/I204136569"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Book Section"}],"best_oa_location":null,"sustainable_development_goals":[],"sustainable_development_goals_aurora":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":119,"referenced_works":["https://openalex.org/W32308872","https://openalex.org/W75967587","https://openalex.org/W137693793","https://openalex.org/W185783483","https://openalex.org/W587403744","https://openalex.org/W644273409","https://openalex.org/W782652588","https://openalex.org/W784464604","https://openalex.org/W793233324","https://openalex.org/W1032203502","https://openalex.org/W1277044461","https://openalex.org/W1415207666","https://openalex.org/W1469198937","https://openalex.org/W1492502800","https://openalex.org/W1512779392","https://openalex.org/W1518975751","https://openalex.org/W1519372483","https://openalex.org/W1521240809","https://openalex.org/W1528113760","https://openalex.org/W1539730962","https://openalex.org/W1552172161","https://openalex.org/W1555675111","https://openalex.org/W1558701246","https://openalex.org/W1584934367","https://openalex.org/W1592777499","https://openalex.org/W1610732900","https://openalex.org/W1964741452","https://openalex.org/W1969006407","https://openalex.org/W1969512158","https://openalex.org/W1985749074","https://openalex.org/W1989526754","https://openalex.org/W1990457886","https://openalex.org/W2007540627","https://openalex.org/W2014039826","https://openalex.org/W2017401430","https://openalex.org/W2022462157","https://openalex.org/W2024150581","https://openalex.org/W2032633302","https://openalex.org/W2034557251","https://openalex.org/W2034796958","https://openalex.org/W2037525546","https://openalex.org/W2043201951","https://openalex.org/W2044356447","https://openalex.org/W2046174839","https://openalex.org/W2054511774","https://openalex.org/W2056796661","https://openalex.org/W2063088829","https://openalex.org/W2063650164","https://openalex.org/W2065333538","https://openalex.org/W2067409356","https://openalex.org/W2068343953","https://openalex.org/W2073046455","https://openalex.org/W2074008296","https://openalex.org/W2075070020","https://openalex.org/W2077215928","https://openalex.org/W2083192553","https://openalex.org/W2085099601","https://openalex.org/W2085857928","https://openalex.org/W2086731677","https://openalex.org/W2090252668","https://openalex.org/W2093659566","https://openalex.org/W2108752510","https://openalex.org/W2112135912","https://openalex.org/W2121001699","https://openalex.org/W2122553987","https://openalex.org/W2124224708","https://openalex.org/W2128491140","https://openalex.org/W2136553179","https://openalex.org/W2139161050","https://openalex.org/W2143436827","https://openalex.org/W2149142441","https://openalex.org/W2150563888","https://openalex.org/W2154032850","https://openalex.org/W2159035740","https://openalex.org/W2159272346","https://openalex.org/W2160783530","https://openalex.org/W2172036975","https://openalex.org/W2309328599","https://openalex.org/W2329849195","https://openalex.org/W2415525036","https://openalex.org/W2476163681","https://openalex.org/W2476442913","https://openalex.org/W2480603735","https://openalex.org/W2481084999","https://openalex.org/W2484957952","https://openalex.org/W2494525402","https://openalex.org/W2495217433","https://openalex.org/W2495934687","https://openalex.org/W2496737840","https://openalex.org/W2498260772","https://openalex.org/W2501129840","https://openalex.org/W2536225157","https://openalex.org/W2735491039","https://openalex.org/W2774796563","https://openalex.org/W2798862961","https://openalex.org/W2902473416","https://openalex.org/W3138446150","https://openalex.org/W3163577885","https://openalex.org/W4206637085","https://openalex.org/W4211126639","https://openalex.org/W4231022343","https://openalex.org/W4231533450","https://openalex.org/W4236844671","https://openalex.org/W4238534365","https://openalex.org/W4239910516","https://openalex.org/W4241115214","https://openalex.org/W4244809407","https://openalex.org/W4246418655","https://openalex.org/W4248308225","https://openalex.org/W4248806696","https://openalex.org/W4285818210","https://openalex.org/W4293308896","https://openalex.org/W4300619942","https://openalex.org/W4406835987","https://openalex.org/W6630360755","https://openalex.org/W6632481061","https://openalex.org/W6805492279","https://openalex.org/W7005975449","https://openalex.org/W7036870671"],"related_works":["https://openalex.org/W2531384447","https://openalex.org/W4387271067","https://openalex.org/W4387271072","https://openalex.org/W3147499466","https://openalex.org/W4387271044","https://openalex.org/W6960294543","https://openalex.org/W2614027727","https://openalex.org/W65445385","https://openalex.org/W2610951362","https://openalex.org/W7008896639"],"abstract_inverted_index":{"This":[0,135],"chapter":[1,61],"examines":[2],"sociopragmatic":[3],"research":[4,67],"on":[5],"commercial":[6],"service":[7,19,35,122],"encounters.":[8],"It":[9,28],"offers":[10],"a":[11,22,38,52,108],"pr\u00e9cis":[12],"of":[13,33,57,65,72,110],"the":[14,30,34,55,63,70,100,119,133,140,146],"studies":[15],"that":[16],"have":[17],"utilised":[18],"encounters":[20,82],"as":[21,37,51,92,145],"vehicle":[23],"to":[24,83],"examine":[25],"(Im)politeness":[26,58,66,74,106],"manifestations.":[27],"addresses":[29],"methodological":[31],"advantages":[32],"encounter":[36],"relatively":[39],"formalised":[40],"interactional":[41],"site":[42],"in":[43,76,104],"which":[44],"sociability":[45],"and":[46,68,80,112,130,139],"efficiency":[47],"are":[48],"managed,":[49],"hence":[50],"locus":[53],"for":[54],"emergence":[56],"orientations.":[59],"The":[60],"traces":[62],"evolution":[64],"discusses":[69,99],"complexities":[71],"capturing":[73],"practices":[75],"transformation:":[77],"from":[78,88],"face-to-face":[79],"telephone-mediated":[81],"newer":[84],"communicative":[85],"arenas":[86],"resulting":[87],"technological":[89],"advances":[90],"such":[91],"online":[93],"websites.":[94],"In":[95],"so":[96],"doing,":[97],"it":[98],"analytic":[101],"challenges":[102],"involved":[103],"understanding":[105],"across":[107],"multiplicity":[109],"prior":[111],"current":[113],"interactions":[114],"with":[115,121],"other":[116],"parties":[117],"alongside":[118],"exchange":[120],"provider.":[123],"These":[124],"keywords":[125,141],"were":[126],"added":[127],"by":[128,132],"machine":[129],"not":[131],"authors.":[134],"process":[136],"is":[137],"experimental":[138],"may":[142],"be":[143],"updated":[144],"learning":[147],"algorithm":[148],"improves.":[149]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":2},{"year":2024,"cited_by_count":2},{"year":2023,"cited_by_count":2},{"year":2022,"cited_by_count":4},{"year":2021,"cited_by_count":3},{"year":2020,"cited_by_count":1},{"year":2019,"cited_by_count":7},{"year":2018,"cited_by_count":2},{"year":2017,"cited_by_count":1}],"updated_date":"2026-10-16T09:59:22.235173","created_date":"2017-05-19T00:00:00"}