DISCURSIVE ARTICULATION OF HOSTILITY AND VULNERABILITY EMOTIONS IN CUSTOMER-COMPANY INTERACTION

Authors

  • Maria das Graças de Santana Salgado FFP-UERJ

Keywords:

emotion, discursive practice, politeness.

Abstract

This work investigates the discourse of emotion in business interaction through the analysis of letters from clients addressed to insurance company, observing the relationship between the client's perception of the rights and duties of participants and the expression of emotions toward the company. To this purpose, the study uses the framework derived from politeness theory and from the anthropology of emotions taking into consideration face honoring or face threatening emotions. Given that emotion is a cultural artifact and a discursive practice, this investigation has observed that the break of the rights of client triggers the expression of hostility and vulnerability emotion and reveals relevant aspects of Brazilian culture in the interaction analysed.

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Author Biography

Maria das Graças de Santana Salgado, FFP-UERJ

Professora adjunta do Departamento de Língua Inglesa da Faculdade de Formação de Professores da Universidade do Estado do Rio de janeiro (São Gonçalo), é doutora em Letras pela PUC-Rio, tendo defendido em 2003 a tese Toda serra de longe é azul: o discurso da emoção na interação cliente-empresa. Tem publicado ensaios sobre representações de gênero no discurso publicitário.

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Published

2004-07-07

How to Cite

Salgado, M. das G. de S. (2004). DISCURSIVE ARTICULATION OF HOSTILITY AND VULNERABILITY EMOTIONS IN CUSTOMER-COMPANY INTERACTION. Gragoatá, 9(16). Retrieved from https://periodicos.uff.br/gragoata/article/view/33350

Issue

Vol. 9 No. 16 (2004): Languages

Section

Language Articles

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