This is the first monograph to examine mediated business interaction in
Spanish. It focuses on communication between native speakers of Spanish
from different Spanish-speaking countries with a view to informing our
understanding of intercultural communication in a contemporary business
environment. Using elements of pragmatics with tools from conversation
analysis, the book examines the various activities that telephone
conversationalists engage in to supply and demand a service over the phone
through the mediational means of Spanish by addressing the following
-Do speakers of Spanish display similar communicative practices as those
observed in other languages when requesting and being offered a service
over the phone?
-Do specifically located activities such as the call openings and closings
display similar coordination and ritualisation as that observed in other
-Does the language seen as a cultural tool reflect a different orientation
towards such activities?
-What strategies do telephone agents and (prospective) clients employ to
obtain a sale and either procure the best value for money or obviate it,
respectively? And, what role does intercultural communication play in the
construction of these practices?