Skip to main content Accessibility help

We use cookies to distinguish you from other users and to provide you with a better experience on our websites. Close this message to accept cookies or find out how to manage your cookie settings.

Close cookie message
×
Hostname: page-component-76fb5796d-zzh7m Total loading time: 0 Render date: 2024-04-28T07:15:32.989Z Has data issue: false hasContentIssue false

1 - Encounters at the Counter

An Introduction

Published online by Cambridge University Press:  19 January 2023

By
Lorenza Mondada ,
Marja-Leena Sorjonen  and
Barbara Fox
Edited by
Barbara Fox ,
Lorenza Mondada  and
Marja-Leena Sorjonen
Barbara Fox
Affiliation:
University of Colorado Boulder
Lorenza Mondada
Affiliation:
University of Basel
Marja-Leena Sorjonen
Affiliation:
University of Helsinki
Get access

Summary

The chapter sketches the panorama of research that has characterized shop encounters in order to situate the contributions of the book. It first adopts a broader multidisciplinary perspective on studies of language and talk in shop encounters, reviewing research conducted from a diversity of perspectives in linguistics, sociolinguistics, micro-sociology, linguistic anthropology, ethnography of communication, and discourse analysis. It then turns to introduce a more focused approach centered in ethnomethodological and conversation analytic (EMCA) studies of shop interactions, discussing studies on recurrent actions and sequences of actions in shop encounters, the centrality of the material ecology of shop encounters and embodied conduct, as well as orientation to the commercial core and economic consequences in the organization of shop encounters.

Keywords

studying shop encountersshop encounters in a genealogy of studiestypes of shop encounterssocial relations and politeness in shopspragmatic variation and shopsethnomethdology and conversation analysis and shopsconstitutive actions of buying and sellingmanipulating products in shopsmultimodality
Type
Chapter
Information
Encounters at the Counter
The Organization of Shop Interactions
 , pp. 1 - 36
Publisher: Cambridge University Press
Print publication year: 2023

Access options

Get access to the full version of this content by using one of the access options below. (Log in options will check for institutional or personal access. Content may require purchase if you do not have access.)

References

Appadurai, A., ed. (1986). The Social Life of Things: Commodities in Cultural Perspective. Cambridge: Cambridge University Press.Google Scholar
Aston, G., ed. (1988). Negotiating Service: Studies in the Discourse of Bookshop Encounters. Bologna: CLUEB.Google Scholar
Aston, G. (1995a). In reference to the role of openings in service encounters. Cahiers de linguistique française, 16(1), 89–111.Google Scholar
Aston, G. (1995b). Say ‘Thank you’: Some pragmatic constraints in conversational closings. Applied Linguistics, 16(1), 57–86.Google Scholar
Bailey, B. (1997). Communication of respect in interethnic service encounters. Language in Society, 26(3), 327–356.CrossRefGoogle Scholar
Bestor, T. C. (2004) Tsukiji: The Fish Market at the Center of the World. Berkeley: University of California Press.Google Scholar
Brown, B. (2004). The order of service: The practical management of customer interaction. Sociological Research Online, 9(4), 28–49.CrossRefGoogle Scholar
Brown, P., & Levinson, S. (1987). Politeness: Some Universals in Language Usage. Cambridge: Cambridge University Press.Google Scholar
Callon, M., ed. (1998). The Laws of the Markets. Oxford: Blackwell.Google Scholar
Calvet, L.-J., ed. (1992). Les langues des marchés en Afrique. Paris: Didier Érudition.Google Scholar
Campbell, C. (2021). Consumption and Consumer Society. Chur: Springer.Google Scholar
Clark, C., Drew, P., & Pinch, T. (1994). Managing customer “objections” during real-life sales negotiations. Discourse & Society, 5(4), 437–462.CrossRefGoogle Scholar
Clark, C., Drew, P., & Pinch, T. (2003). Managing prospect affiliation and rapport in real-life sales encounters. Discourse Studies, 5(1), 5–31.Google Scholar
Clark, C., & Pinch, T. (1995). The Hard Sell: The Language and Lessons of ‘Street-Wise’ Marketing. London: Harper & Collins.Google Scholar
Clark, C., & Pinch, T. (2010). Some major organisational consequences of some ‘minor’, organised conduct: Evidence from a video analysis of pre-verbal service encounters in a showroom retail store. In Llewellyn, N. & Hindmarsh, J., eds., Organisation, Interaction and Practice: Studies of Ethnomethodology and Conversation Analysis. Cambridge: Cambridge University Press, pp. 140–171.Google Scholar
Cochoy, F. (2007). A sociology of market-things: On tending the garden of choices in mass retailing. The Sociological Review, 55(S2), 109–129.Google Scholar
Cochoy, F., Trompette, P., & Araujo, L. (2016). From market agencements to market agencing: An introduction. Consumption Markets & Culture, 19(1), 3–16.Google Scholar
Coupland, N. (1983). Patterns of encounter management: Further arguments for discourse variables. Language in Society, 12(4), 459–476.Google Scholar
De La Pradelle, M. (2006). Market Day in Provence. Chicago: University of Chicago Press.Google Scholar
De Stefani, E. (2006). Le chiusure conversazionali nell’interazione al banco di un supermercato [Conversational closings in the interaction at a supermarket counter]. In Bürki, Y. & De Stefani, E., eds., Trascrivere la lingua: Dalla filologia all’analisi conversazionale. Bern: Peter Lang, pp. 369–403.Google Scholar
De Stefani, E. (2011). “Ah petta ecco, io prendo questi che mi piacciono.” Agire come coppia al supermercato. Un approccio conversazionale e multimodale allo studio dei processi decisionali [“Oh wait here, I’m getting these, cos I like them.” Acting as a couple at the supermarket. A conversational and multimodal approach to the analysis of decision-making]. Rome: Aracne.Google Scholar
De Stefani, E. (2013). The collaborative organisation of next actions in a semiotically rich environment: Shopping as a couple. In Haddington, P., Mondada, L., & Nevile, M., eds., Interaction and Mobility: Language and the Body in Motion. Berlin: De Gruyter, pp. 123–151. https://doi.org/10.1515/9783110291278.123CrossRefGoogle Scholar
De Stefani, E. (2014). Establishing joint orientation towards commercial objects in a self-service store: How practices of categorisation matter. In Nevile, M., Haddington, P., Heinemann, T., & Rauniomaa, M., eds., Interacting with Objects: Language, Materiality, and Social Activity. Amsterdam: John Benjamins, pp. 271–294. https://doi.org/10.1075/z.186.12steGoogle Scholar
De Stefani, E. (2019). Ordering and serving coffee in an Italian café: How customers obtain ‘their’ coffee. In Day, D. & Wagner, J., eds., Objects, Bodies and Work Practice. Bristol: Multilingual Matters, pp. 113–139. https://doi.org/10.21832/9781788924535-008Google Scholar
De Stefani, E., & Horlacher, A.-S. (2018). Mundane talk at work: Multiactivity in interactions between professionals and their clientele. Discourse Studies, 20(2), 221–245. https://doi.org/10.1177/1461445617734935Google Scholar
Douglas, M., & Isherwood, B. (1979). The World of Goods. New York: Basic Books.Google Scholar
Downing, A. (2008). Requesting in Library Reference Service Interactions. Doctoral dissertation, Rutgers University.Google Scholar
Drew, P., & Heritage, J., eds. (1992). Talk at Work: Interaction in Institutional Settings. Cambridge: Cambridge University Press.Google Scholar
Fanselow, F. S. (1990). The bazaar economy or How bizarre is the bazaar really? Man, 25(2), 250–265.Google Scholar
Félix-Brasdefer, J. (2015). The Language of Service Encounters: A Pragmatic-Discursive Approach. Cambridge: Cambridge University Press. https://doi.org/10.1017/CBO9781139565431Google Scholar
Félix-Brasfeder, J. C., & Placencia, M. E., eds. (2020). Pragmatic Variation in Service Encounter Interactions across the Spanish-speaking World. London: Routledge.Google Scholar
Félix-Brasdefer, J. C., & Yates, A. B. (2020). Regional pragmatic variation in small shops in Mexico City, Buenos Aires, and Seville, Spain. In Félix-Brasfeder, J. C. & Placencia, M. E., eds., Pragmatic Variation in Service Encounter Interactions across the Spanish-speaking World. London: Routledge, pp. 15–34.Google Scholar
Fox, B., & Heinemann, T. (2015). The alignment of manual and verbal displays in requests for the repair of an object. Research on Language and Social Interaction, 48(3), 342–362. https://doi.org/10.1080/08351813.2015.1058608CrossRefGoogle Scholar
Fox, B., & Heinemann, T. (2016). Rethinking format: An examination of requests. Language in Society, 45(4), 499–531. https://doi.org/10.1017/S0047404516000385CrossRefGoogle Scholar
Fox, B., & Heinemann, T. (2017). Issues in action formation: Requests and the problem with x. Open Linguistics, 3(1), 31–64.CrossRefGoogle Scholar
Fox, B., & Heinemann, T. (2020). Spatio-temporal contingencies for making a request at the shoe repair shop. Journal of Pragmatics, 167, 20–67.Google Scholar
Fox, B., & Heinemann, T. (2021). Are they requests? An exploration of declaratives of trouble in service encounters. Research on Language and Social Interaction, 54(1), 20–38.Google Scholar
Fox, N. J., & Alldred, P., eds. (2017). Sociology and the New Materialism. London: Sage.Google Scholar
Fraser, B. (1990). Perspectives on politeness. Journal of Pragmatics, 14, 219–236.Google Scholar
French, B. M. (2000). The symbolic capital of social identities: The genre of bargaining in an urban Guatemalan market. Journal of Linguistic Anthropology, 10(2), 155–189.CrossRefGoogle Scholar
Garcés-Conejos Blitvich, P. (2015). Setting the linguistics research agenda for the e-service encounters genre: Natively digital versus digitized perspectives. In de la O Hernández-López, M. & Amaya, L. Fernández, eds., A Multidisciplinary Approach to Service Encounters. Leiden: Brill, pp. 13–36.Google Scholar
Geertz, C. (1979). The bazaar economy in Sefrou. In Geertz, C., Geertz, H., & Rosen, L., Meaning and Order in in Moroccan Society. Cambridge: Cambridge University Press, pp. 123–244.Google Scholar
Goffman, E. (1961). Encounters: Two Studies in the Sociology of Interaction. Indianapolis: Bobbs-Merrill.Google Scholar
Goffman, E. (1963). Behavior in Public Spaces: Notes on the Social Organization of Gatherings. New York: The Free Press.Google Scholar
Gumperz, J. (1982). Discourse Strategies. Cambridge: Cambridge University Press.Google Scholar
Haakana, M., & Sorjonen, M. -L. (2011). Invoking another context: Playfulness in buying lottery tickets at convenience stores. Journal of Pragmatics, 43(5), 1288–1302. https://doi.org/10.1016/j.pragma.2010.10.029Google Scholar
Halliday, M. A. K., & Hasan, R. (1980). Text and context: Aspects of language in a social-semiotic perspective. Sophia Linguistica (Working Papers in Linguistics), 6, 4–91.Google Scholar
Harjunpää, K., Mondada, L., & Svinhufvud, K. (2018). The coordinated entry into service encounters in food shops: Managing interactional space, availability, and service during openings. Research on Language and Social Interaction, 51(3), 271–291. https://doi.org/10.1080/08351813.2018.1485231Google Scholar
Hasan, R. (1985). The structure of a text. In Halliday, M. A. K. & Hasan, R., eds., Language, Context and Text: Language in a Social-Semiotic Perspective. Oxford: Oxford University Press, pp. 52–69.Google Scholar
Heath, C. (2013). The Dynamics of Auction: Social Interaction and the Sale of Fine Art and Antiques. Cambridge: Cambridge University Press. https://doi.org/10.1017/CBO9781139024020Google Scholar
Heath, C., & Luff, P. (2000). Technology in Action. Cambridge: Cambridge University Press.CrossRefGoogle Scholar
Heinemann, T., & Fox, B. (2019). Dropping off or picking up? Professionals’ use of objects as a resource for determining the purpose of a customer encounter. In Day, D. & Wagner, J., eds., Objects, Bodies and Work Practice. Bristol: Multilingual Matters, pp. 143–163. https://doi.org/10.21832/9781788924535-009Google Scholar
Heinonen, P., Niemi., J., & Kaski, T. (2021). Changing participation in web conferencing: The shared computer screen as an online sales interaction resource. Applied Linguistics Review, June 2021. https://doi.org/10.1515/applirev-2021-0056Google Scholar
Herrmann, G. M. (2003). Negotiating culture: Conflict and consensus in US garage-sale bargaining. Ethnology, 42(3), 237–252.Google Scholar
Herrmann, G. M. (2004). Haggling spoken here: Gender, class, and style in US garage sale bargaining. Journal of Popular Culture, 38(1), 55–81.Google Scholar
Hmed, N. (2008). Analyse comparative d’interactions dans des petits commerces français, tunisiens et franco-maghrébins [Comparative analysis of interactions in small French, Tunisian, and Franco-North African shops]. In Kerbrat-Orecchioni, C. & Traverso, V., eds., Les interactions en site commercial: invariants et variations [Interactions in Commercial Sites: Invariants and Variations]. Lyon: ENS Éditions, pp. 254–276.Google Scholar
Hochuli, K. (2019). Turning the passer-by into a customer: Multi-party encounters at a market stall. Research on Language and Social Interaction, 52(4), 427–447. https://doi.org/10.1080/08351813.2019.1657288CrossRefGoogle Scholar
Holmes, J. (2000). Doing collegiality and keeping control at work: Small talk in government departments. In Coupland, J., ed., Small Talk. Harlow: Pearson, pp. 32–61.Google Scholar
Humă, B., & Stokoe, E. (2020). The anatomy of first-time and subsequent business-to-business “cold” calls. Research on Language and Social Interaction, 53(2), 271–294. https://doi.org/10.1080/08351813.2020.1739432CrossRefGoogle Scholar
Hymes, D. H. (1974). Ways of speaking. In Bauman, R. & Sherzer, J., eds., Explorations in the Ethnography of Speaking. Cambridge: Cambridge University Press, pp. 433–452.Google Scholar
Kerbrat-Orecchioni, C. (2005). Politeness in France: How to buy bread politely. In Hickey, L. & Stewart, M., eds., Politeness in Europe. Bristol: Multilingual Matters, pp. 29–44.Google Scholar
Kerbrat-Orecchioni, C. (2006). Politeness in small shops in France. Journal of Politeness Research, 2(1), 79–103.Google Scholar
Kerbrat-Orecchioni, C., & Traverso, V. (2008). Les interactions en site commercial: invariants et variations. Lyon: ENS Éditions.Google Scholar
Khuri, F. (1968). The etiquette of bargaining in the Middle East. American Anthropologist, 70(4), 698–706.Google Scholar
Kidwell, M. (2000). Common ground in cross-cultural communication: Sequential and institutional context in front desk service-encounters. Issues in Applied Linguistics, 11 (1), 17–37. https://doi.org/10.5070/L4111005024Google Scholar
Kipers, P. (1986). Initiation and response in service encounter closings. Working Papers in Educational Linguistics, 2(2), 1–16. https://repository.upenn.edu/wpel/vol2/iss2/2Google Scholar
Koivisto, A. (2009). Kiitoksen paikka. Kiittäminen kioskiasiointia jäsentämässä [Time to say thank you: Thanking in organizing the kiosk encounter]. In Lappalainen, H. & Raevaara, L., eds., Kieli kioskilla: tutkimuksia kioskiasioinnin rutiineista [Language at the Kiosk: Studies on Routines of Kiosk Encounters]. Helsinki: Suomalaisen Kirjallisuuden Seura, pp. 174–200.Google Scholar
Köhler, C. F., Rohm, A. J., de Ruyter, K., & Wetzels, M. (2011). Return on interactivity: The impact of online agents on newcomer adjustment. Journal of Marketing, 75(2), 93–108.Google Scholar
Kuiper, K., & Flindall, M. (2000). Social rituals, formulaic speech and small talk at the supermarket checkout. In Coupland, J., ed., Small Talk. Harlow: Pearson, pp. 32–61.Google Scholar
Kuroshima, S. (2010). Another look at the service encounter: Progressivity, intersubjectivity, and trust in a Japanese sushi restaurant. Journal of Pragmatics, 42(3), 856–869. https://doi.org/10.1016/j.pragma.2009.08.009Google Scholar
Labov, W. (1972). Sociolinguistic Patterns. Philadelphia: University of Pennsylvania Press.Google Scholar
Lappalainen, H., & Raevaara, L., eds. (2009). Kieli kioskilla: tutkimuksia kioskiasioinnin rutiineista [Language at Kiosk: Studies on Routines of Kiosk Encounters]. Helsinki: Suomalaisen Kirjallisuuden Seura.Google Scholar
Latour, B. (1996). On interobjectivity. Mind, Culture and Activity, 3(4), 228–245.Google Scholar
Laurier, E. (2013). Encounters at the counter: The relationship between regulars and staff. In Tolmie, P. & Rouncefield, M., eds., Ethnomethodology at Play. Farnham: Ashgate.Google Scholar
Lee, J. R. E., & Watson, R. (1993). Interaction in Urban Public Space. Paris: Plan Urbain.Google Scholar
Lee, S.-H. (2009). Extended requesting: Interaction and collaboration in the production and specification of requests. Journal of Pragmatics, 41, 1248–1271. https://doi.org/10.1016/j.pragma.2008.09.013Google Scholar
Lee, S.-H. (2011). Managing nongranting of customers’ requests in commercial service encounters. Research on Language and Social Interaction, 44(2), 109–134. https://doi.org/10.1080/08351813.2011.567091Google Scholar
Lindenfeld, J. (1990). Speech and Sociability at French Urban Marketplaces. Amsterdam: John Benjamins.Google Scholar
Lindström, J., Norrby, C., Wide, C., & Nilsson, J. (2017). Intersubjectivity at the counter: Artefacts and multimodal interaction in theatre box office encounters. Journal of Pragmatics, 108, 81–97. https://doi.org/10.1016/j.pragma.2016.11.009Google Scholar
Llewellyn, N. (2011a). The delicacy of the gift: Passing donations and leaving change. Discourse & Society, 22(2), 155–174. https://doi.org/10.1177/0957926510392126Google Scholar
Llewellyn, N. (2011b). The gift in interaction: A study of ‘picking-up the bill’. The British Journal of Sociology, 62(4), 718–738. https://doi.org/10.1111/j.1468-4446.2011.01388.xCrossRefGoogle ScholarPubMed
Llewellyn, N. (2014). “He probably thought we were students”: Age norms and the exercise of visual judgement in service work. Organization Studies, 36(2), 153–173. https://doi.org/10.1177/0170840614546151Google Scholar
Llewellyn, N. (2015a). Microstructures of economic action. The British Journal of Sociology, 66, 486–511. https://doi.org/10.1111/1468-4446.12143Google Scholar
Llewellyn, N. (2015b). ‘Money talks’: Communicative and symbolic functions of cash money. Sociology, 50(4), 796–812. https://doi.org/10.1177/0038038515585475Google Scholar
Llewellyn, N., & Burrow, R. (2008). Streetwise sales and the social order of city streets. The British Journal of Sociology, 59, 561–583. https://doi.org/10.1111/j.1468-4446.2008.00208.xGoogle Scholar
Márquez-Reiter, R. (2011). Mediated Business Interactions. Intercultural Communication Between Speakers of Spanish. Edinburgh: Edinburgh University Press.Google Scholar
Márquez-Reiter, R., & Bou-Franch, P. (2017). (Im)politeness in service encounters. In Culpeper, J., Haugh, M., & Kádár, D., eds., Handbook of Linguistic Impoliteness. London: Palgrave Macmillan, pp. 661–687.Google Scholar
Mazeland, H., Huisman, M., & Schasfoort, M. (1995). Negotiating categories in travel agency calls. In Firth, A., ed, The Discourse of Negotiation: Studies of Language in the Workplace. Oxford: Pergamon, pp. 271–297.Google Scholar
Merritt, M. (1976a). Resources for Saying in Service Encounters. Unpublished dissertation manuscript, Department of Linguistics, University of Pennsylvania.Google Scholar
Merritt, M. (1976b). On questions following questions in service encounters. Language in Society, 5(3), 315–357. https://doi.org/10.1017/S0047404500007168Google Scholar
Merritt, M. (1976c) On the use of OK in service encounters. In Shuy, R. W. & Shnukal, A., eds., Language Use and Uses of Language. Washington, DC: Georgetown University Press, pp. 162–172.Google Scholar
Michno, J. (2020). Gender variation in address form selection in corner-store interactions in a Nicaraguan community. In Félix-Brasfeder, J. C. & Placencia, M. E., eds., Pragmatic Variation in Service Encounter Interactions across the Spanish-speaking World. London: Routledge, pp. 77–98.Google Scholar
Miller, D. (1998). A Theory of Shopping. Cambridge: Polity.Google Scholar
Mitchell, T. F. (1957). The language of buying and selling in Cyrenaica: A situational statement. Hesperis, 44, 31–71.Google Scholar
Mondada, L. (2009a). Emergent focused interactions in public places: A systematic analysis of the multimodal achievement of a common interactional space. Journal of Pragmatics, 41, 1977–1997. https://doi.org/10.1016/j.pragma.2008.09.019Google Scholar
Mondada, L. (2009b). The embodied and negotiated production of assessments in instructed actions. Research on Language and Social Interaction, 42(4), 329–361. https://doi.org/10.1080/08351810903296473Google Scholar
Mondada, L. (2018a). The multimodal interactional organization of tasting: Practices of tasting cheese in gourmet shops. Discourse Studies, 20(6), 743–769. https://doi.org/10.1177/1461445618793439Google Scholar
Mondada, L. (2018b). Multiple temporalities of language and body in interaction: Challenges for transcribing multimodality. Research on Language and Social Interaction, 51(1), 85–106. https://doi.org/10.1080/08351813.2018.1413878Google Scholar
Mondada, L. (2018c). Greetings as a device to find out and establish the language of service encounters in multilingual settings. Journal of Pragmatics, 126, 10–28. https://doi.org/10.1016/j.pragma.2017.09.003Google Scholar
Mondada, L. (2019a) Contemporary issues in Conversation Analysis: Embodiment and materiality, multimodality and multisensoriality. Journal of Pragmatics, 145, 47–62. https://doi.org/10.1016/j.pragma.2019.01.016Google Scholar
Mondada, L. (2019b). Participants’ orientations to material and sensorial features of objects: looking, touching, smelling and tasting while requesting products in shops. Gesprächsforschung, 20, 461–494. www.gespraechsforschung-online.de/fileadmin/dateien/heft2019/si-mondada.pdfGoogle Scholar
Mondada, L. (2019c). Transcribing silent actions: A multimodal approach of sequence organization. Social Interaction. Video-Based Studies of Human Sociality, 2(1), https://doi.org/10.7146/si.v2i1.113150Google Scholar
Mondada, L. (2020). Sensorial explorations of food: How professionals and amateurs touch cheese in gourmet shops. In Cekaite, A. & Mondada, L., eds., Touch in Social Interaction. Touch, Language, and Body. London: Routledge, pp. 288–310.Google Scholar
Mondada, L. (2021). Sensing in Social Interaction. Cambridge: Cambridge University Press.Google Scholar
Mondada, L. (2022a). Adjusting step-by-step trajectories in public space: The micro-sequentiality of approaching and refusing to be approached. Gesprächsforschung, 23, 36–65.Google Scholar
Mondada, L. (2022b). Appealing to the senses: Approaching, sensing and interacting at the market’s stall. Discourse & Communication, 16(2), 160–199.Google Scholar
Mondada, L. (2022c). Attributing the decision to buy: Action ascription, local ecology, and multimodality in shop encounters. In Deppermann, A. & Haugh, M., eds., Action Ascription. Cambridge: Cambridge University Press, pp. 105–132.Google Scholar
Mondada, L., Bänninger, J., Bouaouina, S. A., Gauthier, G., Hänggi, P., Koda, M., Svensson, H., & Tekin, B. S. (2020). Doing paying during the Covid-19 pandemic. Discourse Studies, 22(6), 720–752. https://doi.org/10.1177/1461445620950860Google Scholar
Mondada, L., Bouaouina, S. A., Camus, L., Gauthier, G., Svensson, H., & Tekin, B. S. (2021). The local and filmed accountability of sensorial practices: The intersubjectivity of touch as an interactional accomplishment. Social Interaction. Video-based Studies on Human Sociality, 4(3), https://doi.org/10.7146/si.v4i3.128160Google Scholar
Mondada, L., & Sorjonen, M.-L. (2016). Making multiple requests in French and Finnish convenience stores. Language in Society, 45(5), 733–765. https://doi.org/10.1017/S0047404516000646Google Scholar
Moore, R. J. (2008). When names fail: Referential practice in face-to-face service encounters. Language in Society, 37(3), 385–413. https://doi.org/10.1017/S004740450808055XCrossRefGoogle Scholar
Moore, R., Whalen, J., & Gathman, C. (2010). The work of the work order: Document practice in face-to-face service encounters. In Llewellyn, N. & Hindmarsh, J., eds., Organization, Interaction, and Practice: Studies in Ethnomethodology and Conversation Analysis. Cambridge: Cambridge University Press, pp. 172–197. https://doi.org/10.1017/CBO9780511676512.009CrossRefGoogle Scholar
Mortensen, K., & Hazel, S. (2014). Moving into interaction: Social practices for initiating encounters at a help desk. Journal of Pragmatics, 62, 46–67. https://doi.org/10.1016/j.pragma.2013.11.009CrossRefGoogle Scholar
Mortensen, K., & Wagner, J. (2019). Inspection sequences: Multisensorial inspections of unfamiliar objects. Gesprächsforschung, 20, 399–343.Google Scholar
Oshima, S., & Streeck, J. (2015). Coordinating talk and practical action: The case of hair salon service assessments. Pragmatics and Society, 6(4), 538–564. https://doi.org/10.1075/ps.6.4.04oshGoogle Scholar
Placencia, M. E. (2004). Rapport-building activities in corner shop interactions. Journal of Sociolinguistics, 8(2), 215–245.Google Scholar
Placencia, M. E. (2005). Pragmatic variation in corner store interactions in Quito and Madrid. Hispania, 88(3), 583–598.Google Scholar
Placencia, M. E. (2008). Requests in corner shop transactions in Ecuadorian Andean and Coastal Spanish. In Schneider, K. & Barron, A., eds., Variational Pragmatics. Amsterdam: John Benjamins, pp. 307–332.Google Scholar
Powell, H., & Placencia, M. E. (2020). Interpersonal work in service encounters in Mercado Libre Argentina: A comparison between buyer and vendor patterns across two market domains. In Félix-Brasfeder, J. C. & Placencia, M. E., eds., Pragmatic Variation in Service Encounter Interactions across the Spanish-speaking World. London: Routledge, pp. 209–229.Google Scholar
Raevaara, L. (2011). Accounts at convenience stores: Doing dispreference and small talk. Journal of Pragmatics, 43, 556–571. https://doi.org/10.1016/j.pragma.2010.01.02Google Scholar
Rasmussen Hougaard, G. (2008). Membership categorization in international business phonecalls: The importance of ‘being international’. Journal of Pragmatics, 40(2), 307–332. https://doi.org/10.1016/j.pragma.2007.08.011Google Scholar
Richardson, E., & Stokoe, E. (2014). The order of ordering. In Nevile, M., Haddington, P., Heinemann, T., & Rauniomaa, M., eds., Interacting with Objects: Language, Materiality, and Social Activity. Amsterdam: John Benjamins, pp. 31–56.Google Scholar
Ryoo, H. K. (2005). Achieving friendly interactions: A study of service encounters between Korean shopkeepers and African-American customers. Discourse & Society, 16(1), 79–105.Google Scholar
Ryoo, H. K. (2007). Interculturality serving multiple interactional goals in African American and Korean service encounters. Pragmatics, 17(1), 23–47. https://doi.org/10.1075/prag.17.1.03ryoGoogle Scholar
Sacks, H. (1972). On the analyzability of stories by children. In Gumperz, J. J. & Hymes, D., eds., Directions in Sociolinguistics: The Ethnography of Communication. New York: Rinehart & Winston, pp. 325–345.Google Scholar
Sacks, H. (1992). Lectures on Conversation, Vols 1 & 2. Ed. by Jefferson, G.. Oxford: Basil Blackwell.Google Scholar
Schegloff, E. A. (2007). Sequence Organization in Interaction: A Primer in Conversation Analysis, Vol. 1. Cambridge: Cambridge University Press. https://doi.org/10.1017/CBO9780511791208Google Scholar
Schneider, K., & Barron, A. (2008). Variational Pragmatics: A Focus on Regional Varieties in Pluricentric Languages. Amsterdam: John Benjamins.Google Scholar
Simmel, G. (1900). The Philosophy of Money. London: Routledge.Google Scholar
Sorjonen., M.-L., & Raevaara, L., eds. (2006). Arjen asiointia. Keskusteluja Kelan tiskin äärellä [Everyday Service Encounters. Interactions in Offices of the Social Insurance Institution]. Helsinki: Finnish Literature Society.Google Scholar
Sorjonen, M-L., & Raevaara, L. (2014). On the grammatical form of requests at the convenience store: Requesting as embodied action. In Drew, P. & Couper-Kuhlen, E., eds., Requesting in Social Interaction. Amsterdam: John Benjamins, pp. 243–268. https://doi.org/10.1075/slsi.26.10sorGoogle Scholar
Spencer-Oatey, H. (2008). Face, (im)politeness and rapport. In Spencer-Oatey, H., ed., Culturally Speaking. Culture, Communication and Politeness Theory, 2nd Ed. London: Continuum, pp. 11–47.Google Scholar
Stillerman, J. (2006). The politics of space and culture in Santiago Chile’s street markets. Qualitative Sociology, 29(4), 507–530.CrossRefGoogle Scholar
Stokoe, E., Sikveland, R. O., & Huma, B. (2017). Entering the customer’s domestic domain: Categorial systematics and the identification of ‘parties to a sale’. Journal of Pragmatics, 118, 64–80.CrossRefGoogle Scholar
Streeck, J. (1996). How to do things with things: Objects trouvés and symbolization. Human Studies, 19(4), 365–384. https://doi.org/10.1007/BF00188849.CrossRefGoogle Scholar
Svinhufvud, K. (2018). Waiting for the customer: Multimodal analysis of waiting in service encounters, Journal of Pragmatics, 129, 48–75. https://doi.org/10.1016/j.pragma.2018.03.002Google Scholar
Traverso, V. (2001). Syrian service encounters. A case of shifting strategies within verbal exchange. Pragmatics, 11(4), 421–444.Google Scholar
Traverso, V. (2006). Aspects of polite behaviour in French and Syrian service encounters: A data-based comparative study. Journal of Politeness Research: Language, Behaviour. Culture, 2(1), 105–122.Google Scholar
Traverso, V. (2007). Insisting: a goal-oriented or a chatting interactional practice? One aspect of Syrian service encounters. Intercultural Pragmatics, 4(3), 377–398.Google Scholar
Tsuda, A. (1984) Sales Talk in Japan and the United States. An Ethnographic Analysis of Contrastive Speech Events. Washington, DC: Georgetown University Press.Google Scholar
Tykesson-Bergman, I. (2006) Samtal I butik. Språklig interaktion mellan biträden och kunder. Acta Universitatis Stockholmiensis. Stockholm Studies in Scandinavian Philology. New Series, 41.Google Scholar
Varcasia, C. (2007). English, German and Italian responses in telephone service encounters. In Seedhouse, P. & Bowles, H., eds., Conversation Analysis and Language for Specific Purposes. Bern: Peter Lang, pp. 217–244.Google Scholar
Varcasia, C. (2010). L’apertura degli incontri di servizio in una realtà plurilingue. In Pettorino, M., Giannini, A., & Dovetto, F., eds., La comunicazione parlata 3. Atti del terzo Congresso Internazionale del Gruppo di studio sulla Comunicazione Parlata, Vol. I. Naples: Università degli studi di Napoli L’Orientale, pp. 655–670.Google Scholar
Varcasia, C. (2013). Business and Service Telephone Conversations. An Investigation of British English, German and Italian Encounters. London: Palgrave Macmillan.Google Scholar
Vasquez-Carranza, A. (2017). “If vegetables could talk …”: A structural and sequential analysis of buying and selling interactions in a Mexican fruit and vegetable shop. Discourse Studies, 19(6), 711–731.Google Scholar
Ventola, E. (1983). Contrasting schematic structures in service encounters. Applied Linguistics, 4(3), 242–258.Google Scholar
Ventola, E. (1987). The Structure of Social Interaction: A Systemic Approach to Semiotics of Service Encounters. London: Pinter.Google Scholar
Ventola, E. (2005). Revisiting service encounter genre: Some reflections. Folia Linguistica, 39(1–2), 19–43.Google Scholar
Vinkhuyzen, E., & Szymanski, M. (2005). Would you like to do it yourself? Service requests and their non-granting responses. In Richards, K. & Seedhouse, P., eds., Applying Conversation Analysis. New York: Palgrave Macmillan, pp. 91–106. https://doi.org/10.1057/9780230287853_6Google Scholar
vom Lehn, D. (2014). Timing is money: Managing the floor in sales interaction at street-market stalls. Journal of Marketing Management, 30(13–14), 1448–1466. https://doi.org/10.1080/0267257X.2014.941378Google Scholar
Wagner, L. B. (2015). ‘Tourist price’ and diasporic visitors: Negotiating the value of descent. Valuation Studies, 3(2), 119–148.Google Scholar
Warde, A. (2017). Consumption: A Sociological Analysis. London: Palgrave Macmillan.CrossRefGoogle Scholar
Watson, S. (2009). The magic of the market place: Sociality in a neglected public space. Urban Studies, 46(8), 1577–1591.Google Scholar
Whalen, J., Whalen, M. R., & Henderson, K. (2002). Improvisational choreography in teleservice work. The British Journal of Sociology, 53(2), 239–258.Google Scholar
Zorzi Calò, D., Ruey, B., Gavioli, L., & Aston, G. (1990). Opening and closing service encounters: Some differences between English and Italian. In De Stasio, C., Gotti, M., & Bonadei, R., eds., La rappresentazione verbale e iconica: valori estetici e funzionali. Milan: Guerini, pp. 445–458.Google Scholar

Save book to Kindle

To save this book to your Kindle, first ensure coreplatform@cambridge.org is added to your Approved Personal Document E-mail List under your Personal Document Settings on the Manage Your Content and Devices page of your Amazon account. Then enter the ‘name’ part of your Kindle email address below. Find out more about saving to your Kindle.

Note you can select to save to either the @free.kindle.com or @kindle.com variations. ‘@free.kindle.com’ emails are free but can only be saved to your device when it is connected to wi-fi. ‘@kindle.com’ emails can be delivered even when you are not connected to wi-fi, but note that service fees apply.

Find out more about the Kindle Personal Document Service.

Available formats
×

Save book to Dropbox

To save content items to your account, please confirm that you agree to abide by our usage policies. If this is the first time you use this feature, you will be asked to authorise Cambridge Core to connect with your account. Find out more about saving content to Dropbox.

Available formats
×

Save book to Google Drive

To save content items to your account, please confirm that you agree to abide by our usage policies. If this is the first time you use this feature, you will be asked to authorise Cambridge Core to connect with your account. Find out more about saving content to Google Drive.

Available formats
×