ALL MOUNTAINS ARE BLUE WHEN SEEN FROM A DISTANCE: EMOTION DISCOURSE IN BUSINESS INTERACTION / TODA SERRA DE LONGE É AZUL: O DISCURSO DA EMOÇÃO NA INTERAÇÃO CLIENTE-EMPRESA

AUTOR(ES)
DATA DE PUBLICAÇÃO

2003

RESUMO

This thesis investigates the discourse of emotion in business interaction through the analysis of letters from clients addressed to a health plan. To this purpose, it uses the framework derived from politeness theory and from the anthropology of emotions. Given that emotion is a cultural artifact and a discursive practice, this study has observed that the fulfillment or the break of the rights and duties of participants (both clients and company) affects the expression of emotion at the same time that it reveals aspects of Brazilian culture in the interaction analysed.

ASSUNTO(S)

emotion discursive practices polidez client letter carta de cliente praticas discursivas emocao politeness

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