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The Significance of Relevant Utterances in Call Centre Dialogues: A Psycholinguistic Study of Merging of Mental Spaces
Stockholm University, Faculty of Humanities, Department of English.
2013 (English)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

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.

Place, publisher, year, edition, pages
2013. , 48 p.
National Category
Languages and Literature
Identifiers
URN: urn:nbn:se:su:diva-91077OAI: oai:DiVA.org:su-91077DiVA: diva2:630562
Available from: 2014-01-22 Created: 2013-06-19 Last updated: 2014-01-22Bibliographically approved

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CiteExportLink to record
Permanent link

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Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
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