Heidi Kevoe Feldman
Heidi Kevoe Feldman
Verified email at neu.edu
TitleCited byYear
Using full repeats to initiate repair on others’ questions
JD Robinson, H Kevoe-Feldman
Research on Language and Social Interaction 43 (3), 232-259, 2010
692010
Exploring essentially three-turn courses of action: An institutional case study with implications for ordinary talk
H Kevoe-Feldman, JD Robinson
Discourse Studies 14 (2), 217-241, 2012
232012
Reformulating place
C Kitzinger, GH Lerner, J Zinken, S Wilkinson, H Kevoe-Feldman, S Ellis
Journal of Pragmatics 55, 43-50, 2013
102013
Working the overall structural organization of a call: how customers use third position as leverage for gaining service representatives' assistance in dealing with service problems
H Kevoe-Feldman
Language & Communication 43, 47-57, 2015
82015
Closing the gap in customer service encounters: Customers’ use of upshot formulations to manage service responses
H Kevoe-Feldman
Pragmatics and Society 6 (1), 67-88, 2015
72015
The interactional work of suppressing complaints in customer service encounters
H Kevoe-Feldman
Journal of Pragmatics 123, 102-112, 2018
52018
Extending the notion of pragmatic completion: The case of the responsive compound action unit
H Kevoe-Feldman, JD Robinson, J Mandelbaum
Journal of Pragmatics 43 (15), 3844-3859, 2011
52011
Customers' Participation in Organizational Structure: A Conversation Analytic Approach for Understanding the Action of Service Inquiries
HK Feldman
Communication Reports 25 (1), 14-26, 2012
32012
“Why Are You Concerned?” A Consideration of Turn Distance and the Organization of the Interrogative Series in “Wellness Check” Calls to a University Police Department
H Kevoe-Feldman
Discourse Processes 53 (7), 556-580, 2016
22016
Overcoming Suicidal Persons’ Resistance Using Productive Communicative Challenges during Police Crisis Negotiations
RO Sikveland, H Kevoe-Feldman, E Stokoe
Applied Linguistics, 2019
12019
Making an impression in traffic stops: Citizens’ volunteered accounts in two positions
M Kidwell, H Kevoe-Feldman
Discourse Studies 20 (5), 613-636, 2018
12018
Critical timing of actions for transferring 911 calls in a wireless call center
H Kevoe-Feldman, A Pomerantz
Discourse Studies 20 (4), 488-505, 2018
12018
What Can You Do for Me? Communication Methods Customers Use to Solicit Personalization within the Service Encounter
H Kevoe-Feldman
Communication Monographs 82 (4), 510-534, 2015
12015
Inside the Emergency Service Call-Center: Reviewing Thirty Years of Language and Social Interaction Research
H Kevoe-Feldman
Research on Language and Social Interaction 52 (3), 227-240, 2019
2019
Customer service through an interactional lens: The status of status inquiries in a camera repair shop
HK Feldman
Rutgers The State University of New Jersey-New Brunswick, 2009
2009
ACADEMIC EMPLOYMENT
HK Feldman
Fairleigh Dickinson University, 2002
2002
Expanding Sequences Past the Organizational Response: Calculation and Negotiation in Extracting Organizational Knowledge in Customer Service Encounters
H Kevoe-Feldman, U Northeastern
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Articles 1–17