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|Title: ||Closing calls to a cancer helpline: expressions of caller satisfaction|
|Authors: ||Drew, Catherine J.|
Leydon, Geraldine M.
|Keywords: ||Cancer care|
|Issue Date: ||2015|
|Publisher: ||© Elsevier|
|Citation: ||DREW, W.P., WOODS, C. and LEYDON, G., 2015. Closing calls to a cancer helpline: expressions of caller satisfaction. Patient Education and Counseling, [in press].|
|Abstract: ||Objective: This study provides an alternative approach to assessing caller satisfaction focussing on
how callers express their appreciation of the service provided during the call, as the calls draw to a
Methods: Conversation analysis is used to analyse 99 calls between callers and cancer specialist
nurses on a leading cancer helpline in the UK.
Results: Caller satisfaction is expressed through upgraded forms of the appreciations through which
callers begin to close the call. Dissatisfaction is conveyed in what are by comparison with
expressions of satisfaction, downgraded forms which acknowledge but do not fully or
enthusiastically appreciate the information/advice given. With latter calls, nurses begin to ‘re-open’
aspects of information/advice giving, thereby leading to more protracted call closings.
Conclusions: Endogenous indicators of caller satisfaction are displayed through callers’ upgraded
appreciations in the closing moments of helpline calls. Difficulties in terminating calls (protracted
by nurses re-opening information-giving etc.) arise when callers do not convey their satisfaction
with the service provided.
Practice implications: An understanding of endogenous indicators of satisfaction may benefit
helpline organisations and further their understanding of effective call-handling, particularly
through identifying the features common to those calls in which callers do not display their
satisfaction with the call.|
|Description: ||This paper is closed access until 12 months after publication.|
|Version: ||Accepted for publication|
|Publisher Link: ||http://www.sciencedirect.com/science/journal/07383991|
|Appears in Collections:||Closed Access (Communication, Media, Social and Policy Studies)|
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