publication . Other literature type . Article . 2018

Lies, defeasibility and morality-in-action: The interactional architecture of false claims in sales, telemarketing and debt collection work:

Nick Llewellyn; Andrea Whittle;
  • Published: 03 Sep 2018
  • Publisher: SAGE Publications
  • Country: United Kingdom
Lying is known to be endemic in a range of business settings. However, to date studies have not analysed how lies surface, and are spontaneously managed, in ‘real time’ interaction. Drawing on video and audio recordings, in this paper we analyse how actors account for false claims produced in different settings, namely sales, telemarketing and debt collection. Drawing on resources from ethnomethodology and conversation analysis, lies are conceptualised as products of interactional organization, rather than, say, products of the mind or motives of social actors. Our analysis reveals the centrality of ‘epistemics’ for understanding how people handle, and seek to n...
free text keywords: BJ, HF, Management of Technology and Innovation, Strategy and Management, Arts and Humanities (miscellaneous), General Social Sciences, Epistemology, Ethnomethodology, Conversation analysis, Debt, media_common.quotation_subject, media_common, Architecture, Social psychology, Defeasible reasoning, Morality, False accusation, Psychology, Lying
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