The Significance of Relevant Utterances in Call Centre Dialogues : A Psycholinguistic Study of Merging of Mental Spaces
The present psycholinguistic study explores the phenomenon of mental spaces and the processes which contribute to a mental space blend in the call centre communicative context between the call centre operator and the customer. Mental space blends are measured quantitatively by means of Correct Infor...
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| Format: | Others |
| Language: | English |
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Stockholms universitet, Engelska institutionen
2013
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| Online Access: | http://urn.kb.se/resolve?urn=urn:nbn:se:su:diva-91077 |
| Summary: | The present psycholinguistic study explores the phenomenon of mental spaces and the processes which contribute to a mental space blend in the call centre communicative context between the call centre operator and the customer. Mental space blends are measured quantitatively by means of Correct Information Unit (CIU) and Mean Length of Utterance (MLU). The correlation between CIUs and MLU in a blended space is investigated. The results of the study indicate that a superior number of CIUs in a blended space mapped into a successful outcome of the communication between the call centre operator and the customer. However, data analysis indicates that a superior number of CIUs did not necessarily entail an inferior number of MLUs. Data analysis suggests that an inferior number of MLUs in the conversation does not contribute to achieving a blended mental space. The results of the study indicate no correlation between MLUs and achieving a blended mental space in a call centre conversation. |
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