Fabricated ignorance

In this article I examine a negotiating strategy observed in telephone calls made by (prospective) clients to the Latin American call centre operation of multinational company specialised holiday time-shares. Through strategy, which have termed ‘fabricated ignorance’, show an unawareness how system works order gain access information, services, or benefits that they are not, theory, entitled to. They do so, among other things, formulating pre-sequences designed address gap knowledge as way dealing with possibility their requests being rejected. Essentially, callers approach interactions displaying only partial and manage conversations such agents will be induced false notion what is going on. contend service operationalization, positions information-disadvantaged relative agents, coupled unfair commercial practices leads them pursue ways counterbalancing imbalances providing thus fertile ground for emergence strategy. Fabricated ignorance client’s sizing up opportunities. Sizing entails participant’s assessment where interaction leading, estimation extent conducive meeting goals steps might needed achieve them. One avenue achieving aim judging moment encounter when it potentially more convenient make move act out uninformed stance.