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Managing troubles-talk in the renegotiation of a loan contract
Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Languages, Department of Linguistics and Philology. Institutionen för Lingvistik och Filologi.
2013 (English)In: Discourse Studies, ISSN 1461-4456, E-ISSN 1461-7080, Vol. 15, no 4, 371-394 p.Article in journal (Refereed) Published
Abstract [en]

This study focuses on troubles-tellings in calls to the Swedish Board for Student Support, where the caller wants to negotiate the repayment contract of a student loan. The study relates to research on the organization of troubles-tellings in institutional interaction, and the overall question of how talk about money is a delicate matter that is shaped by moral concerns. The data consist of 94 calls in which the caller proposes either a reduction or a temporal suspension of repayment. The analysis shows that troubles-tellings are launched to account for past failures to adhere to the contracted payment schedule. These tellings are met with minimal responses, which in turn engender a shift towards solutions that resonate with the institutional agenda. The study explores the resources recruited by the participants to deal with a potentially stigmatic situation by formulating the troubles as merely temporary and projecting a future situation where payments are made on time.

Place, publisher, year, edition, pages
2013. Vol. 15, no 4, 371-394 p.
Keyword [en]
financial troubles, institutional agenda, moral concerns, reason for call, stigma, student loan, temporal shift, troubles-tellings
National Category
General Language Studies and Linguistics
Research subject
URN: urn:nbn:se:uu:diva-193449DOI: 10.1177/1461445613483038ISI: 000323119700002OAI: oai:DiVA.org:uu-193449DiVA: diva2:602781
Samtalspraktiker i service och myndighetsutövning: En studie av hur Centrala Studiestödsnämndens myndighetsuppdrag hanteras och omsätts i handling i telefonsamtal mellan handläggare och låntagare.
Swedish Research Council, 2010-1736
Available from: 2013-02-04 Created: 2013-02-04 Last updated: 2013-09-17Bibliographically approved

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Lindström, Anna
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