This study draws on a database of 200 citizens’ telephone calls to a Chinese radio program phone-in helpline and uses conversation analysis as the methodology to examine citizens’ requests for assistance,officials’...This study draws on a database of 200 citizens’ telephone calls to a Chinese radio program phone-in helpline and uses conversation analysis as the methodology to examine citizens’ requests for assistance,officials’ granting responses to citizens’ requests,citizens’ or the host’s resistance to officials’ granting responses.It is found that citizens make complaints about their previous failure to solve their problems in a way that is not merely to legitimize their current requests for assistance but also to ask for an account of their previous failure to have matters satisfactorily resolved,since in many cases even when officials grant citizens’ requests,the granting is followed by those citizens’ pursuit of reasons for or remedy to their previous failed resolution attempts.The study also analyzed how citizens’ resistance to officials’ responses is handled and how the final agreement is reached.The findings of this study contribute to the study of turn design of requests and preference organization of responses to requests and have implications for responses to requests in service encounters.展开更多
文摘This study draws on a database of 200 citizens’ telephone calls to a Chinese radio program phone-in helpline and uses conversation analysis as the methodology to examine citizens’ requests for assistance,officials’ granting responses to citizens’ requests,citizens’ or the host’s resistance to officials’ granting responses.It is found that citizens make complaints about their previous failure to solve their problems in a way that is not merely to legitimize their current requests for assistance but also to ask for an account of their previous failure to have matters satisfactorily resolved,since in many cases even when officials grant citizens’ requests,the granting is followed by those citizens’ pursuit of reasons for or remedy to their previous failed resolution attempts.The study also analyzed how citizens’ resistance to officials’ responses is handled and how the final agreement is reached.The findings of this study contribute to the study of turn design of requests and preference organization of responses to requests and have implications for responses to requests in service encounters.
