We present our experience of a three-week fieldwork in the form of a contextual inquiry with a service manager at the EPFL IT department. During these three weeks, we encounter a refusal of a user committee to sign a servicelevel agreement (SLA). We describe the context in which this refusal occurs, and we uncover our findings about the core of ITIL’s service-level management that building rela...

The present study, on the one hand, attempted to investigate the strategies applied in dispreferred responses by Iranian university students of English and the extent to which pragmatic transfer could occur.  On the other hand, the study aimed to probe into the association between dispreferred organization and turn-shape. To this end, 31 relevant naturally occurring conversations, totaling 120 ...