The Anatomy of First-Time and Subsequent Business-to-Business “Cold” Calls

IF 3 1区 文学 Q1 COMMUNICATION Research on Language and Social Interaction Pub Date : 2020-04-02 DOI:10.1080/08351813.2020.1739432
Bogdana Humă, E. Stokoe
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引用次数: 5

Abstract

ABSTRACT This article examines business-to-business “cold” calls between salespeople and prospective clients. Drawing on 150 audio-recorded interactions, we use conversation analysis to identify the overarching structural organization and constituent activities in first-time and subsequent “cold” calls, a distinction that emerged from participants’ orientation to their relationship history or lack thereof. The article reveals how structural features of telephone conversations, such as identification sequences and “reason for calling,” are adapted to achieve local interactional results and that these conversational microstructures are consequential for the outcome of the telephone call and, ultimately, a company’s bottom line. Data are British English.
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第一次和随后的企业对企业“冷”呼叫剖析
摘要本文研究了销售人员和潜在客户之间的企业对企业“冷”电话。根据150次录音互动,我们使用对话分析来确定第一次和随后的“冷”通话中的总体结构组织和组成活动,这一区别源于参与者对其关系史的取向或缺乏关系史。这篇文章揭示了电话对话的结构特征,如识别序列和“打电话的原因”,是如何适应本地互动结果的,这些对话微观结构对电话通话的结果以及最终对公司的底线都有影响。数据为英国英语。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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来源期刊
CiteScore
7.30
自引率
7.40%
发文量
20
期刊介绍: The journal publishes the highest quality empirical and theoretical research bearing on language as it is used in interaction. Researchers in communication, discourse analysis, conversation analysis, linguistic anthropology and ethnography are likely to be the most active contributors, but we welcome submission of articles from the broad range of interaction researchers. Published papers will normally involve the close analysis of naturally-occurring interaction. The journal is also open to theoretical essays, and to quantitative studies where these are tied closely to the results of naturalistic observation.
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