DISCURSIVE ARTICULATION OF HOSTILITY AND VULNERABILITY EMOTIONS IN CUSTOMER-COMPANY INTERACTION

Detalhes bibliográficos
Autor(a) principal: Salgado, Maria das Graças de Santana
Data de Publicação: 2004
Tipo de documento: Artigo
Idioma: por
Título da fonte: Gragoatá
Texto Completo: https://periodicos.uff.br/gragoata/article/view/33350
Resumo: This work investigates the discourse of emotion in business interaction through the analysis of letters from clients addressed to insurance company, observing the relationship between the client's perception of the rights and duties of participants and the expression of emotions toward the company. To this purpose, the study uses the framework derived from politeness theory and from the anthropology of emotions taking into consideration face honoring or face threatening emotions. Given that emotion is a cultural artifact and a discursive practice, this investigation has observed that the break of the rights of client triggers the expression of hostility and vulnerability emotion and reveals relevant aspects of Brazilian culture in the interaction analysed.
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spelling DISCURSIVE ARTICULATION OF HOSTILITY AND VULNERABILITY EMOTIONS IN CUSTOMER-COMPANY INTERACTIONA ARTICULAÇÃO DISCURSIVA DE EMOÇÕES DE HOSTILIDADE E VULNERABILIDADE NA INTERAÇÃO CLIENTE-EMPRESAemotiondiscursive practicepoliteness.emoçãoprática discursivapolidez.This work investigates the discourse of emotion in business interaction through the analysis of letters from clients addressed to insurance company, observing the relationship between the client's perception of the rights and duties of participants and the expression of emotions toward the company. To this purpose, the study uses the framework derived from politeness theory and from the anthropology of emotions taking into consideration face honoring or face threatening emotions. Given that emotion is a cultural artifact and a discursive practice, this investigation has observed that the break of the rights of client triggers the expression of hostility and vulnerability emotion and reveals relevant aspects of Brazilian culture in the interaction analysed.O presente trabalho investiga o discurso da emoção na interação cliente-empresa através da análise de cartas de clientes dirigidas a um Plano de Saúde. Examina, mais especificamente, a relação entre a percepção do cliente sobre direitos e deveres dos participantes e a expressão de emoções de hostilidade e de vulnerabilidade dirigida a empresa. Para tanto, utiliza aspectos da teoria da polidez e da antropologia das emoções, levando em conta emoções que honram ou ameaçam a face dos participantes. Considerando emoção um produto cultural e uma prática discursiva, observamos que a quebra de diretos do cliente que implica deveres da empresa faz emergir no discurso do cliente emoções de hostilidade e de vulnerabilidade, ao mesmo tempo em que revela aspectos da cultura brasileira na interação investigada.Universidade Federal Fluminense2004-07-07info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://periodicos.uff.br/gragoata/article/view/33350Gragoatá; Vol. 9 No. 16 (2004): LanguagesGragoatá; v. 9 n. 16 (2004): Linguagens2358-41141413-9073reponame:Gragoatáinstname:Universidade Federal Fluminense (UFF)instacron:UFFporhttps://periodicos.uff.br/gragoata/article/view/33350/19337Copyright (c) 2019 Gragoatáinfo:eu-repo/semantics/openAccessSalgado, Maria das Graças de Santana2020-08-18T23:22:34Zoai:ojs.pkp.sfu.ca:article/33350Revistahttps://periodicos.uff.br/gragoataPUBhttps://periodicos.uff.br/gragoata/oai||revistagragoata@gmail.com2358-41141413-9073opendoar:2020-08-18T23:22:34Gragoatá - Universidade Federal Fluminense (UFF)false
dc.title.none.fl_str_mv DISCURSIVE ARTICULATION OF HOSTILITY AND VULNERABILITY EMOTIONS IN CUSTOMER-COMPANY INTERACTION
A ARTICULAÇÃO DISCURSIVA DE EMOÇÕES DE HOSTILIDADE E VULNERABILIDADE NA INTERAÇÃO CLIENTE-EMPRESA
title DISCURSIVE ARTICULATION OF HOSTILITY AND VULNERABILITY EMOTIONS IN CUSTOMER-COMPANY INTERACTION
spellingShingle DISCURSIVE ARTICULATION OF HOSTILITY AND VULNERABILITY EMOTIONS IN CUSTOMER-COMPANY INTERACTION
Salgado, Maria das Graças de Santana
emotion
discursive practice
politeness.
emoção
prática discursiva
polidez.
title_short DISCURSIVE ARTICULATION OF HOSTILITY AND VULNERABILITY EMOTIONS IN CUSTOMER-COMPANY INTERACTION
title_full DISCURSIVE ARTICULATION OF HOSTILITY AND VULNERABILITY EMOTIONS IN CUSTOMER-COMPANY INTERACTION
title_fullStr DISCURSIVE ARTICULATION OF HOSTILITY AND VULNERABILITY EMOTIONS IN CUSTOMER-COMPANY INTERACTION
title_full_unstemmed DISCURSIVE ARTICULATION OF HOSTILITY AND VULNERABILITY EMOTIONS IN CUSTOMER-COMPANY INTERACTION
title_sort DISCURSIVE ARTICULATION OF HOSTILITY AND VULNERABILITY EMOTIONS IN CUSTOMER-COMPANY INTERACTION
author Salgado, Maria das Graças de Santana
author_facet Salgado, Maria das Graças de Santana
author_role author
dc.contributor.author.fl_str_mv Salgado, Maria das Graças de Santana
dc.subject.por.fl_str_mv emotion
discursive practice
politeness.
emoção
prática discursiva
polidez.
topic emotion
discursive practice
politeness.
emoção
prática discursiva
polidez.
description This work investigates the discourse of emotion in business interaction through the analysis of letters from clients addressed to insurance company, observing the relationship between the client's perception of the rights and duties of participants and the expression of emotions toward the company. To this purpose, the study uses the framework derived from politeness theory and from the anthropology of emotions taking into consideration face honoring or face threatening emotions. Given that emotion is a cultural artifact and a discursive practice, this investigation has observed that the break of the rights of client triggers the expression of hostility and vulnerability emotion and reveals relevant aspects of Brazilian culture in the interaction analysed.
publishDate 2004
dc.date.none.fl_str_mv 2004-07-07
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv https://periodicos.uff.br/gragoata/article/view/33350
url https://periodicos.uff.br/gragoata/article/view/33350
dc.language.iso.fl_str_mv por
language por
dc.relation.none.fl_str_mv https://periodicos.uff.br/gragoata/article/view/33350/19337
dc.rights.driver.fl_str_mv Copyright (c) 2019 Gragoatá
info:eu-repo/semantics/openAccess
rights_invalid_str_mv Copyright (c) 2019 Gragoatá
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Universidade Federal Fluminense
publisher.none.fl_str_mv Universidade Federal Fluminense
dc.source.none.fl_str_mv Gragoatá; Vol. 9 No. 16 (2004): Languages
Gragoatá; v. 9 n. 16 (2004): Linguagens
2358-4114
1413-9073
reponame:Gragoatá
instname:Universidade Federal Fluminense (UFF)
instacron:UFF
instname_str Universidade Federal Fluminense (UFF)
instacron_str UFF
institution UFF
reponame_str Gragoatá
collection Gragoatá
repository.name.fl_str_mv Gragoatá - Universidade Federal Fluminense (UFF)
repository.mail.fl_str_mv ||revistagragoata@gmail.com
_version_ 1799705501439623168

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