9) Reclamações e movimentos corretivos: um estudo de caso

Abstract

Inglês: This study has as subject to identify and analyse the discoursive- interactional strategies used by complainer and complainee during their “confrontation’ accomplished at PROCON. In this activity type, the ‘confrontation’ emphasizes the conflict that exist between the complainer and the complainee, but as far as they need a ‘deal‘, they have to appeal to correction moves to negociate and construct this interactional goal.