Consumers’ experiences of appropriate sales interaction – a speech code theory perspective
DOI:
https://doi.org/10.24434/j.scoms.2017.01.003Keywords:
salesperson-consumer interaction, national speech culture, B2C environments, speech codes, discources, appropriate sales-related communicationAbstract
Little is known about what kind of salesperson-consumer interaction is valued in different cultures. We explore the influence of national speech culture in sales-related communication in business-to-consumer (B2C) environments. We apply speech codes theory to identify the B2C context-specific speech codes attached to the sales-related communication described in consumers’ narratives. The results inform three discourses among sales-related communication: consumer orientation, professionalism and independency. The results suggest that independency, fact-oriented talk, and consumer-oriented communication are central speech codes related to the B2C sales context in Finland. Furthermore, the results describe a cultural norm for appropriate sales-related communication.
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Copyright (c) 2017 Jonna Koponen, Saara Julkunen
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The electronic contributions in the Internet are distributed under the "Creative Commons Attribution – NonCommercial – NoDerivatives 4.0 International" - License (CC BY-NC-ND 4.0). This license allows others to share the work in any medium or format with an acknowledgement of the work's authorship and initial publication in Studies in Communication Sciences SComS. However, the work may not be altered or transformed and it may not be used for commercial purposes. These conditions are irrevocable. The full text of the license may be read under http://creativecommons.org/licenses/by-nc-nd/4.0/deed.en
