Intro
Acknowledgments
Contents
Abbreviations
List of Figures
List of Tables
1 Introduction
1.1 Why Service Encounters?
1.2 The Scope of This Book
1.3 The Research Questions
1.4 Transcription Conventions
1.5 The Structure of the Book
References
2 On (Im)politeness
2.1 Politeness
2.1.1 Goffman's Conceptualisation of Face and First-Wave Approaches to Politeness
2.1.2 Second-Wave Approaches to (Im)politeness
2.1.3 Current Trends in (Im)politeness Research
2.2 Impoliteness
2.2.1 Impoliteness and Intentionality
2.2.2 Impoliteness and Emotions
2.2.3 Types of Impoliteness
2.3 Towards a Definition of (Im)politeness
2.3.1 The View on Face and (Im)politeness Taken in This Book
2.4 The Call Centre Community of Practice
2.4.1 Professional Face
2.5 Summary
References
3 Technologically Mediated Interaction
3.1 Technologically Mediated Communication
3.2 Affordances and Constraints of Telephone Interaction
3.3 Affordances and Constraints of Email Interaction
3.4 Affordances and Constraints of Facebook
3.5 Service Encounter as Activity Type
3.6 Summary
References
4 Structure of the Study and Methodology
4.1 On Slovenian Railways
4.1.1 Passenger Transport
4.1.2 Towards Modernisation of Passenger Services?
4.2 Data Collection and Research Ethics
4.2.1 Ethical Considerations
4.3 The Data
4.3.1 General Inquiries
4.3.2 Request Emails
4.3.3 Complaint Calls
4.3.4 Facebook Complaints
4.4 Limitations
References
5 Routine Calls for Information and Request Emails
5.1 Routine Calls for Information
5.1.1 Previous Studies on Calls for Information
5.1.2 Calls for Information as Institutional Talk
5.1.3 (Im)politeness and Preference Organisation
5.1.4 Orders of Interaction in Calls for Information
5.1.5 Call Openings.

5.1.6 The Opening Request and the Middles of Calls for Information
5.1.7 Call Closings
5.2 Request Emails
5.2.1 Previous Studies on Request Emails
5.2.2 Orders of Interaction in Request Emails and Responses
5.2.3 Email Openings
5.2.4 Requests and Responses
5.2.5 Email Closings
5.3 Summary
References
6 Non-routine Calls for Information and Request Emails
6.1 Non-routine Calls for Information
6.1.1 Repair
6.1.2 Challenging the Asymmetry of Participation
6.1.3 Challenging the Asymmetry of Knowledge
6.1.4 Disattending
6.2 Non-routine Request Emails
6.2.1 Loss of Intersubjectivity
6.2.2 Paralinguistic and Prosodic Cues
6.2.3 Challenging Epistemic Authority
6.2.4 Challenging the Asymmetry of Participation
6.3 Summary
References
7 Complaint Calls and Facebook Complaints
7.1 Complaint Calls
7.1.1 Previous Studies on Complaints in Institutional Settings
7.1.2 The Face-Threatening Nature of Complaint Calls
7.1.3 Complaint Openings
7.1.4 Unfolding of Complaints
7.1.5 Termination of Complaint Calls
7.2 Facebook Complaints
7.2.1 Company Facebook Page
7.2.2 Previous Studies on Face and (Im)politeness in Online Interactions
7.2.3 Characteristics of Online Complaints
7.2.4 Disattending
7.2.5 Denial
7.2.6 Flaming
7.2.7 Implicational Impoliteness
7.3 Summary
References
8 Conclusions
8.1 Contributions to the Field
8.2 Directions for Future Research
References.