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oapen-20.500.12657-427982020-11-05T10:14:14Z Optimierung von Gesprächen in der professionellen Telefonie Pietschmann, Judith callcenter callcenter communication professional telephony telephone service telephone customer service optimisation communication optimisation conversation conversation management speech science phonetics bic Book Industry Communication::C Language::CF linguistics::CFB Sociolinguistics bic Book Industry Communication::K Economics, finance, business & management::KJ Business & management::KJP Business communication & presentation bic Book Industry Communication::V Health & personal development::VF Family & health::VFJ Coping with personal problems Telephone service conversations are a central component of social and economic communication practice. They are to a considerable extent pre-planned and standardized. In addition to the desired positive effects (uniformity, efficiency, customer orientation), established call standards lead to unwanted negative effects such as speaking-linguistic stereotypes, over-marking or automated call handling. These and other phenomena are the object of investigation in the research focus on professional telephony at the Martin Luther University Halle-Wittenberg. The author bundles and systematizes the past research work, extended by own investigations and illustrates exemplary approaches, concepts and concrete measures for optimization of conversations in telephone customer service. Judith Pietschmann completed her PhD at the Martin Luther University Halle-Wittenberg in 2017. As a lecturer in the Department of Speech Science and Phonetics, she teaches and researches in the main areas of oral communication in institutional contexts, qualitative and quantitative speech impact research, prosody in interaction and communicative promotion of competence in professional qualification. 2020-11-04T09:20:47Z 2020-11-04T09:20:47Z 2017 book https://library.oapen.org/handle/20.500.12657/42798 ger Schriften zur Sprechwissenschaft und Phonetik application/pdf Attribution-NonCommercial-NoDerivatives 4.0 International Pietschmann_Optimierung.pdf Frank & Timme 10.26530/20.500.12657/42798 10.26530/20.500.12657/42798 68154ca9-944b-46a4-823f-3fb31adbbb48 12 350 Berlin open access
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Telephone service conversations are a central component of social and economic communication practice. They are to a considerable extent pre-planned and standardized. In addition to the desired positive effects (uniformity, efficiency, customer orientation), established call standards lead to unwanted negative effects such as speaking-linguistic stereotypes, over-marking or automated call handling. These and other phenomena are the object of investigation in the research focus on professional telephony at the Martin Luther University Halle-Wittenberg. The author bundles and systematizes the past research work, extended by own investigations and illustrates exemplary approaches, concepts and concrete measures for optimization of conversations in telephone customer service. Judith Pietschmann completed her PhD at the Martin Luther University Halle-Wittenberg in 2017. As a lecturer in the Department of Speech Science and Phonetics, she teaches and researches in the main areas of oral communication in institutional contexts, qualitative and quantitative speech impact research, prosody in interaction and communicative promotion of competence in professional qualification.
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Pietschmann_Optimierung.pdf
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Frank & Timme
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2020
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1771297511077576704
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