Dr Rosina Marquez Reiter
Reader in Communication
Qualifications: PhD, MA, Post.Dipl., BA
Email: r.marquez-reiter@surrey.ac.uk
Phone: Work: 01483 68 2821
Room no: 29 AC 05
Further information
Biography
PhD (University of Sheffield)
MA (St Mary's College, University of Surrey)
Post. Dipl. (St Mary's College, University of Surrey)
BA in Psychology (Universidad de la República, Uruguay)
Research Interests
- Intercultural communication in commercial and non-commercial environments
- Conversational interaction
- (Spanish) sociopragmatics including pragmatic variation
- Face management
- Interactional sociolinguistics
Rosina Marquez Reiter is currently conducting research into the linguistic practices and ideologies of members of the London and Madrid Latino diaspora communities based on a previous research collaboration funded by the Spanish Government ( P.I.: Pujolar, Joan(2008-2011) New speakers, new identities- linguistic ideologies and practices in a post national era (acr. NEOPHON) Ref.FFI2011-24781- Ministerio de Ciencia e Innovación -Pan Nacional de I+D+i)
Publications
Journal articles
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(2011) '‘‘Talk to the hand’’. Complaints to a public transport company'. Elsevier Journal of Pragmatics, 43 (15), pp. 3860-3876.Full text is available at: http://epubs.surrey.ac.uk/401284/
Abstract
This paper examines the construction of complaints in service calls to a Slovenian public transport service company. The findings reveal that the construction of complaints unfolds in a step by step manner over several turns. That the complaints are explicitly initiated in the opening sections of the calls, when customers proffer the reason for the call, and before customers’ details are established, is indicative of their high priority. After the facts and details of the complaints are discussed, the agent either offers, or does not offer, a solution; and, at this point, the call is brought to a close. Face manifestations were observed throughout the complaint sequences, as evidenced by the incidence of extreme case formulations, negative observations, threats, insults and non-affiliation with the complainant. The findings also suggest that the ways in which institutional agents manage the complaints reflects company’s business practices affected by numerous bureaucratic barriers.
- . (2010) 'Multilingual and transnational encounters in late modernity: linguistic practices and social processes’'. Equinox Publishing Sociolinguistic Studies, 4 (2), pp. 413-442.
- . (2010) 'A ella no le gusta que le digan María y a mí que me traten de tú. A window into Latin American diversity’'. Equinox Publishing Sociolinguistic Studies, 4 (2), pp. 371-412.
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(2008) 'Intra-cultural variation: Explanations in service calls to two Montevidean service providers.'. Walter De Gruyter Journal of Politeness Research: language, behavior, culture, 4 (1), pp. 1-29.doi: 10.1515/PR.2008.001
- . (2006) '‘Interactional closeness in service calls to Montevidean carer service company’,'. Research on Language and Social Interaction, 39 (1), pp. 7-39.
- . (2005) '‘Complaint calls to a caregiver service company: The case of desahogo’'. Intercultural pragmatics, 2 (4), pp. 481-513.
- . (2005) 'A comparative study of certainty and conventional indirectness: evidence from British English and Peninsular Spanish’'. Applied Linguistics, 26 (1), pp. 1-31.
- . (2003) 'Characteristics and functions of direct quotes in Hispanic fiction. A linguistic analysis'. LIVERPOOL UNIV PRESS BULLETIN OF HISPANIC STUDIES, 80 (2), pp. 261-262.
- . (2003) 'Task difficulty in speaking tests’'. Language Testing, 20 (3), pp. 321-344.
- . (2000) 'A contrastive study of indirectness in Spanish: evidence from Peninsular Uruguayan Spanish’'. Pragmatics, 12 (2), pp. 135-151.
- . (1997) 'Politeness phenomena in British English and Uruguayan Spanish: the case of requests’,'. Miscelánea: A Journal of English and American Studies, 18, pp. 159-167.
Books
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(2011) Meditated Business Interactions. Intercultural Communication between speakers of Spanish. Edinburgh : Edinburgh University Press Full text is available at: http://epubs.surrey.ac.uk/431580/
Abstract
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 questions: 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 ritualization as that observed in other languages? 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?
- . (2005) Spanish Pragmatics. Palgrave
- . (2004) Current trends in the pragmatics of Spanish. John Benjamins Publishing Co
- . (2000) Linguistic Politeness in Britain and Uruguay. Amsterdam : John Benjamins
Book chapters
- . (2010) 'Telephone conversations openings across languages, cultures and settings'. in Trosborg A (ed.) Pragmatics across Languages and Cultures (Handbook of Pragmatics) Berlin, Germany : De Gruyter Mouton Article number 3 , pp. 103-138.
- . (2009) 'How to get rid of a telemarking agent? Facework strategies in an intercultural service call'. in Bargiela-Chiappini F, Haugh M, Matsumoto YFRW (eds.) Face, Communication and Social Interaction Equinox Article number 3
- . (2009) 'Politeness studies'. in (ed.) The Handbook of Business Discourse Edinburgh : Edinburgh University Press Article number 13 , pp. 166-179.
- . (2008) 'Interactions en site commercial à Montevideo et à Edimbourg (Royaume Uni): “engagement” et « considération enver autri'. in Kerbrat-Orecchioni C, Traverso V (eds.) Les Interactions en site Commercial. Invariants et variants Lyon : ENS Editions Article number 9 , pp. 277-302.
- . (2004) 'The pragmatics of Spanish beyond Spain'. in Marquez Reiter R, Placencia ME (eds.) Current Trends in the Pragmatics of Spanish Amsterdam : John Benjamins , pp. 15-30.
- . (2004) 'Displaying closeness and respectful distance in Montevidean and Quinteno service encounters'. in Marquez Reiter RAPME (ed.) Current Trends in the Pragmatics of Spanish Amsterdam/Philadelphia : John Benjamins , pp. 121-155.
- . (2003) 'Pragmatic variation in Spanish: external request modifications in Uruguayan and Peninsular Spanish’'. in (ed.) A Romance Perspective on Language Knowledge and Use. John Benjamins , pp. 166-180.
- . (2002) 'Estrategias de cortesía en el español hablado en Montevideo. Lo cortés no quita lo valiente’.'. in (ed.) Actos de habla y cortesía en español Lincom , pp. 89-106.
- . (1998) 'The teaching of ‘politeness’ in the language classroom'. in (ed.) Perspectivas Pragmáticas en Lingüística Aplicada Zaragoza : Anubar , pp. 290-297.
- . (1997) 'Sensitising Spanish learners of English to cultural differences: the case of politeness’.'. in (ed.) The Cultural Context in Foreign Language Teaching. Frankfurt : Peter Lang , pp. 143-155.
Other publications
- . (2010) Service encounters in multilingual and multicultural contexts. Sociolinguistic and pragmatic aspects of institutional discourse. Equinox Sociolinguistic Studies, 4 (2)
Departmental Duties
Internal Work
2002-2004:
Member of the University Postgraduate Academic Board (taught programmes)
Member of the University Student Progress and Assessment Board (Research)
External Work
Dr Rosina Márquez Reiter is a member of the AHRC Peer-Review College and a member of the International Pragmatics Association Consultation Board.
She is the founding editor of Spanish in Context, an international peer-reviewed journal with John Benjamins http://spanishincontext.com/.After serving as Executive Editor from2004-2009, she is now one of the journal’s co-editors.
She is an advisory board member of the Journal of Politeness Research (Mouton de Gruyter) and (occasional) reviewer for Intercultural Pragmatics, Research on Language and Social Interaction, Journal of Pragmatics, Revue Romane, Cambridge University Press, John Benjamins Publishing Company and Palgrave/Macmillan.
Professional Association
Dr Rosina Márquez Reiter is founding member and member of the Executive Committee of The International Association for the Study of Spanish in Society, member of the International Pragmatics Association and the Asociación Española de Lingüística Aplicad
