{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,7,4]],"date-time":"2026-07-04T14:49:04Z","timestamp":1783176544449,"version":"3.54.6"},"publisher-location":"Cham","reference-count":27,"publisher":"Springer International Publishing","isbn-type":[{"value":"9783319955780","type":"print"},{"value":"9783319955797","type":"electronic"}],"license":[{"start":{"date-parts":[[2018,1,1]],"date-time":"2018-01-01T00:00:00Z","timestamp":1514764800000},"content-version":"unspecified","delay-in-days":0,"URL":"http:\/\/www.springer.com\/tdm"}],"content-domain":{"domain":["link.springer.com"],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2018]]},"DOI":"10.1007\/978-3-319-95579-7_2","type":"book-chapter","created":{"date-parts":[[2018,9,3]],"date-time":"2018-09-03T13:01:25Z","timestamp":1535979685000},"page":"19-32","update-policy":"https:\/\/doi.org\/10.1007\/springer_crossmark_policy","source":"Crossref","is-referenced-by-count":2,"title":["Adapting to Customer Initiative: Insights from Human Service Encounters"],"prefix":"10.1007","author":[{"given":"Margaret H.","family":"Szymanski","sequence":"first","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Robert J.","family":"Moore","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"297","published-online":{"date-parts":[[2018,9,4]]},"reference":[{"key":"2_CR1","volume-title":"Handbook of patient-provider interactions: raising and responding to concerns about life, illness, and Disease","year":"2012","unstructured":"Beach WA (ed) (2012) Handbook of patient-provider interactions: raising and responding to concerns about life, illness, and Disease. Hampton Press, New York"},{"key":"2_CR2","doi-asserted-by":"publisher","DOI":"10.1017\/CBO9781139565431","volume-title":"The language of service encounters: a pragmatic-discursive approach","author":"JC Felix-Brasdefer","year":"2015","unstructured":"Felix-Brasdefer JC (2015) The language of service encounters: a pragmatic-discursive approach. Cambridge University Press, Cambridge"},{"key":"2_CR3","first-page":"88","volume-title":"Discourse and technology: multimodal discourse analysis","author":"L Filliettaz","year":"2004","unstructured":"Filliettaz L (2004) The multimodal negotiation of service encounters. In: LeVine P, Scollon R (eds) Discourse and technology: multimodal discourse analysis. Georgetown University Press, Washington, pp 88\u2013100"},{"issue":"4","key":"2_CR4","first-page":"1","volume":"1","author":"B Fox","year":"2016","unstructured":"Fox B, Heinemann T (2016) Rethinking format: an examination of requests. Lang Soc 1(4):1\u201333","journal-title":"Lang Soc"},{"issue":"1","key":"2_CR5","doi-asserted-by":"publisher","first-page":"283","DOI":"10.1146\/annurev.an.19.100190.001435","volume":"19","author":"C Goodwin","year":"1990","unstructured":"Goodwin C, Heritage J (1990) Conversation analysis. Annu Rev Anthropol 19(1):283\u2013307","journal-title":"Annu Rev Anthropol"},{"issue":"3","key":"2_CR6","doi-asserted-by":"publisher","first-page":"239","DOI":"10.1080\/08351813.2014.925661","volume":"47","author":"A Hepburn","year":"2014","unstructured":"Hepburn A, Wilkinson S, Butler CW (2014) Intervening with conversation analysis in telephone helpline services: strategies to improve effectiveness. Res Lang Soc Interact 47(3):239\u2013254","journal-title":"Res Lang Soc Interact"},{"key":"2_CR7","first-page":"103","volume-title":"Handbook of language and social interaction","author":"J Heritage","year":"2005","unstructured":"Heritage J (2005) Conversation analysis and institutional talk. In: Fitch KL, Sanders RE (eds) Handbook of language and social interaction. Erlbaum, Mahwah NJ, pp 103\u2013146"},{"key":"2_CR8","volume-title":"Communication in medical care: interaction between primary care physicians and patients","year":"2006","unstructured":"Heritage J, Maynard DW (eds) (2006) Communication in medical care: interaction between primary care physicians and patients. Cambridge University Press, Cambridge"},{"issue":"2","key":"2_CR9","doi-asserted-by":"publisher","first-page":"89","DOI":"10.1207\/s15327027hc1902_1","volume":"19","author":"J Heritage","year":"2006","unstructured":"Heritage J, Robinson JD (2006) The structure of patients\u2019 presenting concerns: physicians\u2019 opening questions. Health Commun 19(2):89\u2013102","journal-title":"Health Commun"},{"key":"2_CR10","doi-asserted-by":"crossref","unstructured":"Jefferson G, Lee JRE (1981) The rejection of advice: Managing the problematic convergence of a \u2018troubles-telling\u2019 and a \u2018service encounter\u2019. J Pragmatics 5(5): 399\u2013422. [Reprinted In: Drew P, Heritage J (eds) (1992) Talk at work. Cambridge University Press, Cambridge, pp 521\u2013548]","DOI":"10.1016\/0378-2166(81)90026-6"},{"issue":"1\u20134","key":"2_CR11","doi-asserted-by":"publisher","first-page":"93","DOI":"10.1080\/08351818809389299","volume":"22","author":"EL Lamoureux","year":"1988","unstructured":"Lamoureux EL (1988) Rhetoric and conversation in service encounters. Res Lang Soc Interact 22(1\u20134):93\u2013114","journal-title":"Res Lang Soc Interact"},{"issue":"1","key":"2_CR12","doi-asserted-by":"publisher","first-page":"23","DOI":"10.1016\/j.pec.2013.02.007","volume":"92","author":"GM Leydon","year":"2013","unstructured":"Leydon GM, Ekberg K, Drew P (2013) \u2018How can I help?\u2019 Nurse call openings on a cancer helpline and implications for call progressivity. Patient Educ Couns 92(1):23\u201330","journal-title":"Patient Educ Couns"},{"issue":"3","key":"2_CR13","doi-asserted-by":"publisher","first-page":"385","DOI":"10.1017\/S004740450808055X","volume":"37","author":"RJ Moore","year":"2008","unstructured":"Moore RJ (2008) When names fail: referential practice in face-to-face service encounters. Lang Soc 37(3):385\u2013413","journal-title":"Lang Soc"},{"key":"2_CR14","doi-asserted-by":"publisher","first-page":"172","DOI":"10.1017\/CBO9780511676512.009","volume-title":"Organisation, interaction and practice: studies in ethnomethodology and conversation analysis","author":"RJ Moore","year":"2010","unstructured":"Moore RJ, Whalen J, Gathman C (2010) The work of the work order: document practices in face-to-face service encounters. In: Llewellyn N, Hindmarsh J (eds) Organisation, interaction and practice: studies in ethnomethodology and conversation analysis. Cambridge University Press, Cambridge, pp 172\u2013197"},{"key":"2_CR15","first-page":"203","volume-title":"Essays in selfdestruction","author":"H Sacks","year":"1967","unstructured":"Sacks H (1967) The search for help: no one to turn to. In: Shneidman ES (ed) Essays in selfdestruction. Science House, New York, pp 203\u2013223"},{"key":"2_CR16","doi-asserted-by":"crossref","first-page":"54","DOI":"10.21832\/9781800418226-004","volume-title":"Talk and social organisation","author":"H Sacks","year":"1987","unstructured":"Sacks H (1987) On the preferences for agreement and contiguity in sequences in conversation. In: Button G, Lee JRE (eds) Talk and social organisation. Multilingual Matters, Clevedon, pp 54\u201369"},{"key":"2_CR01","doi-asserted-by":"crossref","unstructured":"Schegloff EA (1968) Sequencing in conversational openings. Am Anthropologist 70(6):1075\u20131095","DOI":"10.1525\/aa.1968.70.6.02a00030"},{"issue":"4","key":"2_CR17","doi-asserted-by":"publisher","first-page":"289","DOI":"10.1515\/semi.1973.8.4.289","volume":"8","author":"EA Schegloff","year":"1973","unstructured":"Schegloff EA, Sacks H (1973) Opening up closings. Semiotica 8(4):289\u2013327","journal-title":"Semiotica"},{"key":"2_CR18","first-page":"23","volume-title":"Everyday language: studies in ethnomethodology","author":"EA Schegloff","year":"1979","unstructured":"Schegloff EA (1979) Identification and recognition in telephone conversation openings. In: Psathas G (ed) Everyday language: studies in ethnomethodology. Irvington Publishers, New York, pp 23\u201378"},{"issue":"2","key":"2_CR19","doi-asserted-by":"publisher","first-page":"111","DOI":"10.1007\/BF00148124","volume":"9","author":"EA Schegloff","year":"1986","unstructured":"Schegloff EA (1986) The routine as achievement. Hum Stud 9(2):111\u2013151","journal-title":"Hum Stud"},{"key":"2_CR20","doi-asserted-by":"publisher","DOI":"10.1017\/CBO9780511791208","volume-title":"Sequence organization in interaction: a primer in conversation analysis I","author":"EA Schegloff","year":"2007","unstructured":"Schegloff EA (2007) Sequence organization in interaction: a primer in conversation analysis I. Cambridge University Press, New York"},{"key":"2_CR21","doi-asserted-by":"publisher","first-page":"251","DOI":"10.1057\/9780230287853_15","volume-title":"Applying conversation analysis","author":"P Seedhouse","year":"2005","unstructured":"Seedhouse P (2005) Conversation analysis as research methodology. In: Richards K, Seedhouse P (eds) Applying conversation analysis. Palgrave Macmillan, Houndmills, pp 251\u2013266"},{"key":"2_CR22","doi-asserted-by":"crossref","unstructured":"Stivers T (2007) Prescribing under pressure: physician-parent conversations and antibiotics. Oxford University Press","DOI":"10.1093\/acprof:oso\/9780195311150.001.0001"},{"key":"2_CR23","doi-asserted-by":"publisher","first-page":"91","DOI":"10.1057\/9780230287853_6","volume-title":"Applying conversation analysis","author":"E Vinkhuyzen","year":"2005","unstructured":"Vinkhuyzen E, Szymanski MH (2005) Would you like to do it yourself? Service requests and their non-granting responses. In: Richards K, Seedhouse P (eds) Applying conversation analysis. Palgrave Macmillan, Houndmills, pp 91\u2013106"},{"issue":"4","key":"2_CR24","doi-asserted-by":"publisher","first-page":"335","DOI":"10.2307\/800591","volume":"35","author":"J Whalen","year":"1988","unstructured":"Whalen J, Zimmerman DH, Whalen MR (1988) When words fail: a single case analysis. Soc Probl 35(4):335\u2013362","journal-title":"Soc Probl"},{"issue":"4","key":"2_CR25","doi-asserted-by":"publisher","first-page":"465","DOI":"10.1017\/S0047404500014779","volume":"19","author":"MR Whalen","year":"1990","unstructured":"Whalen MR, Zimmerman DH (1990) Describing trouble: practical epistemology in citizen calls to the police. Lang Soc 19(4):465\u2013492","journal-title":"Lang Soc"},{"key":"2_CR26","first-page":"418","volume-title":"Talk at work: interaction in institutional settings","author":"DH Zimmerman","year":"1992","unstructured":"Zimmerman DH (1992) The interactional organization of calls for emergency assistance. In: Drew P, Heritage J (eds) Talk at work: interaction in institutional settings. Cambridge University Press, Cambridge, pp 418\u2013469"}],"container-title":["Human\u2013Computer Interaction Series","Studies in Conversational UX Design"],"original-title":[],"link":[{"URL":"http:\/\/link.springer.com\/content\/pdf\/10.1007\/978-3-319-95579-7_2","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2023,9,4]],"date-time":"2023-09-04T20:51:49Z","timestamp":1693860709000},"score":1,"resource":{"primary":{"URL":"http:\/\/link.springer.com\/10.1007\/978-3-319-95579-7_2"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2018]]},"ISBN":["9783319955780","9783319955797"],"references-count":27,"URL":"https:\/\/doi.org\/10.1007\/978-3-319-95579-7_2","relation":{},"ISSN":["1571-5035","2524-4477"],"issn-type":[{"value":"1571-5035","type":"print"},{"value":"2524-4477","type":"electronic"}],"subject":[],"published":{"date-parts":[[2018]]}}}