Rosina Marquez Reiter

Rosina Marquez Reiter
University of Surrey · School of English and Languages

17.34
 · 
PhD

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65
Publications
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570
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Publications

Publications (65)
Chapter
Abstract In this chapter we offer a précis of research conducted on intercultural communication in Spanish and present an analysis of the construction of interculturality between speakers of Spanish in contemporary contexts resulting from globalization. The review of the studies conducted on the topic deals, on the one hand, with research carried o...
Article
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This study examines the ways in which multiple modern communication technologies facilitate, across time and space, the maintenance of a close interpersonal relationship between two best friends. The analysis, which focuses mainly on the openings and closings of the different types of communications, reveals a tendency for the friends to shorten op...
Article
This paper discusses banal interculturalism as produced in an interview situation with migrants of Latin American background in London. Banal interculturalism emerges within discursive semiotic processes that allow the participants to display their (cultural) knowledge about co-ethnics and their practices, to position themselves in opposition to th...
Article
Public denunciations involve ritual destruction of the moral standing of the target. They are intimately related to the assigning of blame and to the alleged perpetrator's concomitant denial of wrongdoing. While public denunciations are not a new phenomenon, what has arguably changed in recent years is the loosening of strictures on publicly denoun...
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With the advent of the internet and social media, car and vanpooling have become easily available alternatives to public transport in many parts of the world. This paper draws on publicly available data from a Facebook car and vanpooling group used by Slovenian cross-border commuters to make their journeys to and from Austria more economically sust...
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This paper maintains that the interview, understood as an interactionally achieved social practice, can be a locus for ideological work. It shows how a differentiated understanding of stance, alignment and the discourse identities that the participants assume and leave in interaction, can bring into focus aspects of ideology that would be difficult...
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This article examines the migratory experiences and the perceptions of community reported in interviews with two successful Spanish-speaking Latin American retailers based in Elephant and Castle (Southwark, London) in light of the regeneration of the area and the displacement of many of the principally Latin American small businesses and local resi...
Chapter
This chapter examines sociopragmatic research on commercial service encounters. It offers a précis of the studies that have utilised service encounters as a vehicle to examine (Im)politeness manifestations. It addresses the methodological advantages of the service encounter as a relatively formalised interactional site in which sociability and effi...
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In this study we offer a socio-pragmatic examination of instances of what is generally known in social psychology as “bystander intervention,” i.e., the social action by which a bystander steps in and attempts to prevent a wrongdoer from abusing a victim. We explore the relationship between (im)politeness and participants’ perceptions and underst...
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This paper examines interpersonally sensitive exchanges in two calls for information to the call centre of a public transport company. In order to provide relevant information and facilitate sequence progressivity, the agents need to go through specific steps. Although this is typical of institutional settings, customers may not necessarily be awar...
Article
This paper analyses video recorded interactions between police officers and drivers in traffic stops in Russia. The interactions were recorded via cameras installed on the drivers’ car dashboards, and subsequently uploaded to YouTube; a practice to which over one million Russian motorists have resorted to counterbalance perceived high levels of bri...
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International Management and Intercultural Communication features cases of direct observation and personal involvement in a wide variety of communication challenges in international management settings; and discussions of the results in terms of management theories. The accounts in this book explore interactions across cultures and boundaries that...
Research
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This case study examines the love-hate relationship between corporate users of social media such as Facebook and their subscribers.
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Calls for service are typically mundane mediated encounters between a call agent and a customer. They are generally routinized as evidenced by the way in which the participants engage in the same tasks in much the same way. In cases such as these, face does not tend to become interactionally salient. The main assumption in primarily transactional e...
Book
This volume brings together scholars in sociolinguistics and the sociology of new media and mobile technologies who are working on different social and communicative aspects of the Latino diaspora. There is new interest in the ways in which migrants negotiate and renegotiate identities through their continued interactions with their own culture bac...
Chapter
In an increasingly mobile and social world, the marketing battle is going digital. A good example was advertising for the 2014 Brazil World Cup.1 Traditional media sectors, including TV and radio, enjoyed their usual advertising revenue but the real winners, in terms of direction of marketing resources and effort, were social media such as Twitter,...
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In this article I examine a negotiating strategy observed in telephone calls made by (prospective) clients to the Latin American call centre operation of a multinational company specialised in holiday time-shares. Through this strategy, which I have termed ‘fabricated ignorance’, the (prospective) clients show an unawareness of how the system works...
Article
This paper examines the way in which telephone conversationalists launch, develop and revisit a complaint in a Latin American for-profit commercial service encounter over a long stretch of talk. It concentrates on some of the resources mobilised by the participants to construct the complaint with particular attention to the way in which forms of ad...
Article
This paper examines the construction of complaints in service calls to a Slovenian public transport service company. The findings reveal that the construction of complaints unfolds in a step by step manner over several turns. That the complaints are explicitly initiated in the opening sections of the calls, when customers proffer the reason for the...
Book
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This is the first monograph to examine mediated business interaction in Spanish. It focuses on communication between native speakers of Spanish from different Spanish-speaking countries with a view to informing our understanding of intercultural communication in a contemporary business environment. Using elements of pragmatics with tools from conve...
Chapter
This chapter provides an analysis of the sequences found in the openings of the inbound and outbound calls, using Zimmerman's (1984, 1992) model as a point of departure. The calls in question are nonemergency calls, that is, they are calls in which a telephone agent aims to sell a specific commodity, in this case a holiday unit, to a (prospective)...
Chapter
This chapter examines the sequences found in the closings of the inbound and outbound calls. It draws on Button's (1987) taxonomy of the English archetype closing, given that these calls were procedurally closed in much the same way. The analysis demonstrates that the participants engage in very similar activities to those observed in the closings...
Chapter
Chapter 3 examined the ways in which the relationship between the conversational participants is (re-)established at the onset of the calls. This was done by analysing the opening sequences of the telephone conversations. This chapter focuses on the communicative activities participants engage in after the opening is achieved and before they bring...
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In this paper I explore sociolinguistic and pragmatic aspects of institutional discourse in a Spanish-speaking modern, mediated and regulated site of talk, namely a telephone conversation gathered at a call centre which had recently been set up in a South American financial hub. I focus on instances of interactional misfires in a service call betwe...
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This paper examines the essential role played by language in the provision of services to facilitate interchanges between persons of different origins in order to enable not just the performance of these activities, but also to make it possible for the participants, who may not share cultural assumptions or values, to (re)negotiate their relations...
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Abstract This article examines the results of a contrastive empirical study of conventional indirect requests in Peninsular and Uruguayan Spanish. The results reveal pragmatic similarities at the level of the linguistic encoding of utterances with both, Peninsular and Uruguayan Spanish speakers showing a negative correlation between (in)directness...
Article
This article offers an intra-cultural pragmatic analysis of some aspects of the interactional behaviour of Uruguayans (Montevideans) in non-emergency service calls to two telephone service centres. In both sets of calls customers telephone to confirm delivery of a service for which there has been some delay. In particular, this study investigates t...
Article
In this article, I explore aspects of the interactional behavior of Uruguayans in nonemergency service calls to a "carer service company," an institutional context characteristic of contemporary Uruguay. I do so by presenting an overview of the recurrent features found in the openings of calls where a client's next of kin phones a carer service com...
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This article presents the results of an exploratory empirical study into the perception of conventionally indirect requests in British English and Peninsular Spanish, given the high incidence of the pragmatic category over others in its encoding of politeness in both related and unrelated languages (cf. Blum-Kulka et al ., 1989). More specifically,...
Article
This study examines pragmatic strategies employed by Uruguayan (Montevidean) service providers and customers in 15 authentic telephone calls within an institutional context characteristic of contemporary Uruguay: a caregiver service company. More specifically, it analyzes the strategies deployed by callers in constructing their complaints and t...
Chapter
In this chapter we look at the approach to the examination of conversation or stretches of talk advocated by conversation analysts, aspects of which have been highly influential in sociopragmatics. We refer here to ‘ethnomethodological’ conversation analysis or CA, as it is commonly labelled, rather than to linguistic or other approaches to the stu...
Chapter
The last twenty to thirty years have seen a proliferation of studies in linguistic politeness (Kasper, 1996). The increasing interest in this area has led some scholars to see politeness as a sub-discipline of pragmatics (Thomas, 1995).
Chapter
As we saw in Chapter 1, pragmatics is a relatively new discipline whose nature of inquiry intersects with that of a number of other social sciences, such as linguistics (applied linguistics, (critical) discourse analysis, semantics, sociolinguistics), sociology, psychology and anthropology. Pragmatics does not have a methodology of its own but draw...
Chapter
In the preceding chapters, we saw that the main bulk of the studies carried out in the sociopragmatics of Spanish has focused on the examination of particular phenomena (the realization of speech acts, aspects of the organization of conversation, politeness manifestations) in a variety of Spanish in contrast with another language, with English and...
Chapter
As suggested in Chapter 1, we can date the emergence of modern pragmatics to the early 1970s when linguists turned to speech act theory. This theory was developed within the philosophy of language in the 1950s and 1960s in order to account for aspects of meaning, such as the status of sentences other than declaratives and the relation between [the...
Book
The first substantial textbook on pragmatics to focus on Spanish. The authors discuss key theories within the Anglo-American tradition of pragmatics, concentrating on the relationship between language use and socio-cultural contexts, and their uptake by Hispanists. Drawing on research by foremost scholars in the field, with reference to a wide rang...
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Book synopsis: Current Trends in the Pragmatics of Spanish provides the reader with a representative spectrum of current research in the most dynamic areas of the pragmatics of Spanish. It brings together a collection of academic essays written by well-established as well as emerging voices in Hispanic pragmatics. The essays include applications of...
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Book synopsis: Language is key to understanding culture, and culture is an essential part of studying language. This reader focuses on the interplay between Language and Intercultural Communication. Reflecting the international nature of the field, this reader covers a wide range of language and cultural contexts: Arabic, Chinese, English (British...
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The difficulty of speaking tasks has only recently become a topic of investigation in language testing. This has been prompted by work on discourse variability in second language acquisition (SLA) research, new classificatory systems for describing tasks, and the advent of statistical techniques that enable the prediction of task difficulty. This a...
Chapter
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In this chapter, I examine how face is manifested in an intercultural service call between a Uruguayan telemarketing agent and a prospective Argentinean client. By doing so, I aim to contribute to the extensive body of research that has examined face in interaction and to research that has investigated aspects of the interactional behaviour of Span...

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