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Bastos, L. and Oliveira, M. (2006) Identity and Personal Institutional Relations: People and Tragedy in a Health Insurance Customer Service. In De Fina, A., Schiffrin, D., and Bamberg, M., Eds., Studies in Interactional Sociolinguistics, Cambridge University Press, Cambridge, 188-212. https://doi.org/10.1017/CBO9780511584459.010

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