title: Closing calls to a cancer helpline: Expressions of caller satisfaction.
abstract: OBJECTIVE
  This study provides an alternative approach to assessing caller satisfaction focussing on how callers express their appreciation of the service provided during the call, as the calls draw to a close.
  
  
  METHODS
  Conversation analysis is used to analyse 99 calls between callers and cancer specialist nurses on a leading cancer helpline in the UK.
  
  
  RESULTS
  Caller satisfaction is expressed through upgraded forms of the appreciations through which callers begin to close the call. Dissatisfaction is conveyed in what are by comparison with expressions of satisfaction, downgraded forms which acknowledge but do not fully or enthusiastically appreciate the information/advice given. With latter calls, nurses begin to 're-open' aspects of information/advice giving, thereby leading to more protracted call closings.
  
  
  CONCLUSIONS
  Endogenous indicators of caller satisfaction are displayed through callers' upgraded appreciations in the closing moments of helpline calls. Difficulties in terminating calls (protracted by nurses re-opening information-giving etc.) arise when callers do not convey their satisfaction with the service provided.
  
  
  CONCLUSIONS
  An understanding of endogenous indicators of satisfaction may benefit helpline organisations and further their understanding of effective call-handling, particularly through identifying the features common to those calls in which callers do not display their satisfaction with the call.
authors.affiliation: Department of Primary Care and Population Sciences, Faculty of Medicine, University of Southampton, Southampton, UK. Electronic address: cjw1y11@soton.ac.uk.
authors.forename: Catherine J
authors.initials: CJ
authors.lastname: Woods
authors.affiliation: Department of Social Sciences, Loughborough University, Loughborough, UK.
authors.forename: Paul
authors.initials: P
authors.lastname: Drew
authors.affiliation: Department of Primary Care and Population Sciences, Faculty of Medicine, University of Southampton, Southampton, UK.
authors.forename: Geraldine M
authors.initials: GM
authors.lastname: Leydon
mesh_terms: D000328:Adult; D003142:Communication; D003258:Consumer Behavior; D005260:Female; D015277:Hotlines; D006801:Humans; D008297:Male; D008875:Middle Aged; D009369:Neoplasms / Q000523:psychology / Q000628:therapy*; D009723:Nurse-Patient Relations; D017060:Patient Satisfaction; D010549:Personal Satisfaction; D014218:Triage
keywords: Call closings; Caller satisfaction; Cancer care; Conversation analysis; Helplines