The present work has as its object the study of the complaint in
the context of letters of customers of a company in the field of
civil architecture. It involves an interaction between an
individual and an organization and a damage not only of a material
nature, but also of a symbolic one.Assuming that complaint has an
expressive nature that implies negative feelings, we investigate
how the proprietor of a Brazilian middle class real estate manages
these feelings. We presuppose that the achievement of a complaint
is related to linguistic, discursive, contextual and sociocultural
knowledges that will influence the decisions of the complainer on
the best way of presenting the complaint, considering the face
works and the expression of affect. In accordance with the
regularities presented in the material we worked with, the strong
hypothesis relies on the affective or expressive nature of
complaints, considering how these customers that belong to the
middle class real state, in the condition of complainers, manage
the negative feelings that emerge from this kind of context in a
culture known by the "myth of cordiality."
General
Imprint: |
Lap Lambert Academic Publishing
|
Country of origin: |
Germany |
Release date: |
October 2010 |
First published: |
October 2010 |
Authors: |
Victoria Wilson
|
Dimensions: |
229 x 152 x 7mm (L x W x T) |
Format: |
Paperback - Trade
|
Pages: |
116 |
ISBN-13: |
978-3-8433-5477-6 |
Categories: |
Books >
Language & Literature >
Language & linguistics >
General
|
LSN: |
3-8433-5477-4 |
Barcode: |
9783843354776 |
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