Optimierung von Gesprächen in der professionellen Telefonie
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 unwant...
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| Định dạng: | Online |
| Ngôn ngữ: | Tiếng Đức |
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Frank & Timme
2021
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| Những chủ đề: | |
| Truy cập trực tuyến: | OCN: 1004563200 |
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| _version_ | 1869526254074462208 |
|---|---|
| author | Pietschmann, Judith |
| author_browse | Pietschmann, Judith |
| author_facet | Pietschmann, Judith |
| author_sort | Pietschmann, Judith |
| collection | Directory of Open Access Books |
| description | 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. |
| format | Online |
| id | doab-20.500.12854ir-32779 |
| institution | Directory of Open Access Books |
| language | ger |
| publishDate | 2021 |
| publishDateRange | 2021 |
| publishDateSort | 2021 |
| publisher | Frank & Timme |
| publisherStr | Frank & Timme |
| record_format | ojs |
| spelling | doab-20.500.12854ir-327792025-06-11T06:41:13Z 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 thema EDItEUR::C Language and Linguistics::CF Linguistics::CFB Sociolinguistics thema EDItEUR::K Economics, Finance, Business and Management::KJ Business and Management::KJP Business communication and presentation thema EDItEUR::V Health, Relationships and Personal development::VF Family and health::VFJ Coping with / advice about personal, social and health topics 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. 2021-02-10T14:02:06Z 2021-02-10T14:02:06Z 2020-11-04T09:20:47Z 2017 book OCN: 1004563200 https://library.oapen.org/handle/20.500.12657/42798 9783732903955 9783732996193 9783732992447 9783732996193 https://directory.doabooks.org/handle/20.500.12854/32779 ger Schriften zur Sprechwissenschaft und Phonetik open access image/jpeg image/jpeg image/jpeg image/jpeg Attribution-NonCommercial-NoDerivatives 4.0 International Attribution-NonCommercial-NoDerivatives 4.0 International Attribution-NonCommercial-NoDerivatives 4.0 International Attribution-NonCommercial-NoDerivatives 4.0 International https://library.oapen.org/bitstream/20.500.12657/42798/4/Pietschmann_Optimierung.pdf https://library.oapen.org/bitstream/20.500.12657/42798/4/Pietschmann_Optimierung.pdf https://library.oapen.org/bitstream/20.500.12657/42798/4/Pietschmann_Optimierung.pdf https://library.oapen.org/bitstream/20.500.12657/42798/4/Pietschmann_Optimierung.pdf Frank & Timme 10.26530/20.500.12657/42798 10.26530/20.500.12657/42798 16ae4da0-decc-4c9f-8b91-ab8dc3d00b58 9783732903955 9783732996193 9783732992447 9783732996193 350 Berlin open access |
| spellingShingle | callcenter callcenter communication professional telephony telephone service telephone customer service optimisation communication optimisation conversation conversation management speech science phonetics thema EDItEUR::C Language and Linguistics::CF Linguistics::CFB Sociolinguistics thema EDItEUR::K Economics, Finance, Business and Management::KJ Business and Management::KJP Business communication and presentation thema EDItEUR::V Health, Relationships and Personal development::VF Family and health::VFJ Coping with / advice about personal, social and health topics Pietschmann, Judith Optimierung von Gesprächen in der professionellen Telefonie |
| title | Optimierung von Gesprächen in der professionellen Telefonie |
| title_full | Optimierung von Gesprächen in der professionellen Telefonie |
| title_fullStr | Optimierung von Gesprächen in der professionellen Telefonie |
| title_full_unstemmed | Optimierung von Gesprächen in der professionellen Telefonie |
| title_short | Optimierung von Gesprächen in der professionellen Telefonie |
| title_sort | optimierung von gesprachen in der professionellen telefonie |
| topic | callcenter callcenter communication professional telephony telephone service telephone customer service optimisation communication optimisation conversation conversation management speech science phonetics thema EDItEUR::C Language and Linguistics::CF Linguistics::CFB Sociolinguistics thema EDItEUR::K Economics, Finance, Business and Management::KJ Business and Management::KJP Business communication and presentation thema EDItEUR::V Health, Relationships and Personal development::VF Family and health::VFJ Coping with / advice about personal, social and health topics |
| topic_facet | callcenter callcenter communication professional telephony telephone service telephone customer service optimisation communication optimisation conversation conversation management speech science phonetics thema EDItEUR::C Language and Linguistics::CF Linguistics::CFB Sociolinguistics thema EDItEUR::K Economics, Finance, Business and Management::KJ Business and Management::KJP Business communication and presentation thema EDItEUR::V Health, Relationships and Personal development::VF Family and health::VFJ Coping with / advice about personal, social and health topics |
| url | OCN: 1004563200 |
| work_keys_str_mv | AT pietschmannjudith optimierungvongespracheninderprofessionellentelefonie |