María de la O Hernández-López

Pablo de Olavide University | UPO · Department of Philology and Translation

edited by María de la O Hernández-López and Lucía Fernández-Amaya, Pablo de Olavide University In a Multidisciplinary Approach to Service Encounters, María de la O Hernández-López and Lucía Fernández-Amaya have joined marketing researchers and linguists to provide the tools to understand consumers’ communication in different professional settings....

Despite the vast extant literature on customer satisfaction and cultural expectations, little attention has been paid to guests' linguistic expectations in interaction with receptionists. To help fill in this gap, this study examines 183 questionnaires that include guests' general expectations when communicating with receptionists in either their h...

The present volume gathers together a series of studies exploring issues related to (im)politeness in human communication. Very few would deny that linguistic (im)politeness is currently one of the central objects of study in the field of pragmatics, a fact attested to by the numerous conferences and journals dedicated to the topic, the various the...

Making a decision is not only one of the physician's most important responsibilities but also one of patients' most sensitive moments in medical encounters. Drawing from pragmatics studies, this paper explores rapport maintenance and/or enhancement (Spencer-Oatey 2000, 2008) in the decision-making strategies that General Practitioners (GPs) and pat...

The digitisation of modern societies has brought about an increasing interest in communication among Internet users. In this sense, talking about, as well as assessing communication, has become a common trend in, among others, experience-based online consumer reviews. When it comes to platforms such as BlaBlaCar, the importance given to conversatio...

In the age of Internet communication, car sharing as well as other types of sharing (accommodation, offices, etc.) has led to the emergence of the so-called sharing economy platforms, such as BlaBlaCar. Previous studies have demonstrated that millennials (i.e., those born between 1981 and 1999) are the most representative generational cohort regard...

In recent years, travellers have increasingly opted for sharing economy businesses, such as Airbnb. In contrast to other platforms for travellers, the Airbnb review system is characterised by its positivity bias, which implies that most of the users post enthusiastically positive reviews. Posting a negative review is the exception, which makes it a...

Peer-to-peer businesses such as Airbnb have recently given rise to new travel trends in which electronic word of mouth, in the form of online consumer reviews (OCRs, henceforth), is the main trust mechanism with a threefold purpose: to make informed decisions regarding accommodation, gain good reputation, and manage the relational component as cont...

‘Sharing economy’ platforms such as Airbnb have recently given rise to new travel trends in which electronic word of mouth and interpersonal contact are central. This study examines 90 positive reviews, with a threefold objective: first, analyse what makes Airbnb a social platform; second, understand online/offline rapport enhancement prior to and...

Although hotel service encounters have been widely studied, the literature presents two main shortcomings: 1) receptionist-guest communication has not received much attention from a politeness perspective; and 2) the scarcity of studies regarding politeness1 (i. e., the interlocutors’ perception of politeness) has been overshadowed by the vast amou...

This paper aims at examining 80 doctor-patient interactions in England and Spain in order to establish a pragmalinguistic taxonomy of humour as a phatic use of language. On the other hand, such taxonomy will help explain how psychosocial concepts such as affiliation (Bravo 1999, 2003, 2005) and self-affirmation (Fant 1989, 1995, 2007; Steele, 1988;...

This paper examined disagreement in two sets of data in the context of service encounters: problem-solving interactions (doctor-patient communication) and purchase-oriented encounters (pharmacies) from a cross-cultural perspective (Spanish-British English). We proposed assertiveness, a term that refers to both socio-psychological and linguistic fea...

Research on interpersonal communication in service encounters has generated well-grounded evidence that the appropriate management of politeness and decision-making processes may not only help improve customer satisfaction, but also guarantee subsequent interactions that may be beneficial for both service providers and customers. While it is true t...

Service encounters have been widely studied from a pragmatic point of view. This research mainly focuses on the interaction between customer and service provider, which is widely considered an antecedent to the success of the service encounter. However, extant literature presents two main shortcomings. On the one hand, hotel interaction and, more s...

los temas más relevantes no sólo a nivel académico sino también a nivel político y social. Podemos mencionar dos de las razones que justifican este creciente interés en la Educación Superior. En primer lugar, es bien conocido el hecho de que la Educación Superior proporciona las habilidades y la transferencia de conocimientos necesarios para que la...

This paper aims at examining 80 doctor-patient interactions in England and Spain in order to establish a pragmalinguistic taxonomy of humour as a phatic use of language. On the other hand, such taxonomy will help explain how psychosocial concepts such as affiliation (Bravo 1999, 2003, 2005) and self-affirmation (Fant 1989, 1995, 2007; Steele, 1...

Este volumen presenta una amplia muestra de los trabajos realizados actualmente en el campo de la formación lingüística que, en base a los presupuestos comunicativos y pragmáticos propugnados por las ciencias del lenguaje y la educación, pugnan por mejorar la calidad de la enseñanza y adecuarla a las nuevas necesidades. En sus páginas, el lector en...

The present study is framed within the Rapport Management (Spencer-Oatey, 2000, 2008) and Sociopragmatic Interactional Principles theories (Spencer-Oatey and Jiang, 2003) to examine the strategies developed in medical consultations in Spain and England which enhance doctor-patient relationships. One of the strategies that appeared in the data analy...

his volume presents a wide ranging overview of key theoretical and practical issues, empirical research and various analyses of pragmatic phenomena that will certainly be most useful and helpful to students and researchers in pragmatics and other linguistic disciplines and, of course, to L2 teachers. It is divided into five parts that include chapt...

This paper is framed within the areas of interactional pragmatics and social psychology of language, with a twofold purpose: on the one hand, applying Rapport Management (Spencer-Oatey, 2000, 2008) to the context of medical consultations in order to disentangle crucial similarities and differences between British and Spanish interactions; with the...

This paper offers a contrastive analysis of the "rapport management" strategies (cfr. Spencer-Oatey, 2000) employed by pharmacists and their costumers in interactions in pharmacies in Seville and London. The behaviour of Sevillians and Londoners was found to vary along five main dimensions or "socio-pragmatics interactional principies" (cfr. Spence...

This paper is framed within the areas of interactional pragmatics and social psychology of language, with a twofold purpose: on the one hand, applying Rapport Management (Spencer-Oatey, 2000, 2008) to the context of medical consultations in order to disentangle crucial similarities and differences between British and Spanish interactions; with the...

The present study is framed within the Rapport Management (Spencer-Oatey, 2000, 2008) and Sociopragmatic Interactional Principles theories (Spencer-Oatey and Jiang, 2003) to examine the strategies developed in medical consultations in Spain and England which enhance doctor-patient relationships. One of the strategies that appeared in the data analy...