IEEE - Institute of Electrical and Electronics Engineers, Inc. - Resolving Discourse at Technical-Support Helpdesks

Author(s): Vincent D. Robles
Sponsor(s): IEEE Professional Communication Society
Publisher: IEEE - Institute of Electrical and Electronics Engineers, Inc.
Publication Date: 1 September 2018
Volume: 61
Page(s): 275 - 294
ISSN (Electronic): 1558-1500
ISSN (Paper): 0361-1434
DOI: 10.1109/TPC.2018.2813178
Regular:

Background: This study examined discourse during the problem resolution process in face-to-face technical-support interactions between technical-support providers and users at a helpdesk.... View More

Advertisement