243 Holmes

Heidi Kevoe-Feldman

Assistant Professor

Dr. Kevoe Feldman’s research focuses on customer service encounters where she demonstrates how organizational processes and constructs are built through discourse during particular organizational activities. In her research, Dr. Kevoe Feldman examines the underlying structures of talk in interaction in both organizational and everyday settings from a conversation analytic perspective, and her work provides accounts of interaction that describes particular features of the organization of action that are grounded in communication practices produced through talk. Currently her research interests include how customers and service representatives manage issues that involve rights to organizational knowledge, handling customer complaints, and enacting organizational identity and affiliation.