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| Author: | Morales-López, E. Prego-Vázquez, G. Domínguez-Seco, L. |
| Title: | Interviews between employees and customers during a company restructuring process |
| Journal: | Discourse & Society
2005 : MAR, VOL. 16:2, p. 225-268 |
| Index terms: | Customer relations Organizational change Privatization |
| Language: | eng |
| Abstract: | This article reports the findings of a discursive research conducted in a company involved in a restructuring programme. The programme was necessary because the company had won a contract to manage the previously publicly handled water supply and sewerage systems. This resulted in a great deal of confusion among certain sectors of the population and the employees found themselves having to deal with a great deal of customer complaints without having received any prior communicative training to help them resolve these situations. The study focuses on conflicts caused by situations of interactional asymmetry between the discourse of employees and customers. |
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