119
Views
12
CrossRef citations to date
0
Altmetric
Micro‐analyses of talk

Rhetoric and conversation in service encounters

Pages 93-114 | Published online: 21 May 2009

References

  • Beach , W. A. and Japp , P. 1983 . “ Storifying as time‐traveling: The knowledgeable use of temporally structured discourse ” . In Communication Yearbook , Edited by: Bostrom , R. N. Vol. 7 , 867 – 888 . Beverly Hills : Sage .
  • Bigus , O. E. 1972 . The milkman and his customer: A cultivated relationship . Urban Life and Culture , 1 : 131 – 165 .
  • Blumer , H. 1969 . Symbolic interactionism: Perspectives and method , Englewood Cliffs, NJ : Prentice‐Hall .
  • Boyd , W. E. 1982 . Communication tactics for neutralizing verbal aggression (Doctoral dissertation, Washington State University) . Dissertation Abstracts International , 42 : 305A
  • Butler , S. R. and Snizek , W. 1976 . The waitress‐diner relationship: A multimethod approach to the study of subordinate influence . Sociology of Work and Occupations , 3 : 209 – 222 .
  • Cicourel , A. W. 1970 . “ The acquisition of social structure: Toward a developmental sociology of language and meaning ” . In Understanding everyday life: Toward the reconstruction of sociological knowledge , Edited by: Douglas , J. D. 136 – 168 . Chicago : Aldine .
  • Clark , R. E. and Hal ford , L. J. 1978 . Going . . . going . . . gone: Some preliminary observations on “deals” at auctions . Urban Life , 7 : 285 – 307 .
  • Corbett , E. P. J. 1965 . Classical rhetoric for the modern student , New York : Oxford University Press .
  • Crow , B. K. 1983 . “ Topic shifts in couples’ conversations ” . In Conversational coherence: Form, structure, and strategy , Edited by: Craig , R. T. and Tracy , K. 140 – 150 . Beverly Hills : Sage .
  • Ditton , J. 1977 . Learning to “fiddle” customers: An essay on the organized production of part‐time theft . Sociology of Work and Occupations. , 4 : 427 – 450 .
  • Glaser , B. G. and Strauss , A. L. 1967 . The discovery of grounded theory: Strategies for qualitative research , New York : Aldine .
  • Goldberg , J. A. 1983 . “ A move toward describing conversational structure ” . In Conversational coherence: Form, structure, and strategy , Edited by: Craig , R. T. and Tracy , K. 25 – 46 . Beverly Hills : Sage .
  • Hinds , J. 1979 . “ Organizational patterns in discourse ” . In Syntax and semantics vol. 12: Discourse and syntax , Edited by: Givón , T. Vol. 12 , 135 – 157 . New York : Academic Press .
  • Klaus , P. G. 1983 . Face‐to‐face service encounters: The issue of quality in the mass‐delivery of service by public service enterprises (Doctoral dissertation, Boston University) . Dissertation Abstracts Internationsl , 43 : 3967A
  • Labov , W. 1972 . Sociolinguistic patterns , Philadelphia : University of Pennsylvania Press .
  • Lamoureux , E. L. 1986 . An analysis of conversation in service encounters (Doctoral dissertation, University of Oregon) . Dissertation Abstracts International , 46 : 1780A
  • Levitt , T. 1972 . Production‐line approach to service . Harvard Business Review , 50 (5) : 41 – 52 .
  • Maisel , R. 1974 . The flea market as an action scene . Urban Life and Culture , 2 : 488 – 505 .
  • Mann , L. 1974 . Queue culture: The waiting line as a social system . American Journal of Sociology , 75 : 340 – 354 .
  • Merritt , M. W. 1977 . Resources for saying in service encounters (Doctoral dissertation, University of Pennsylvania) . Dissertation Abstracts International , 37 : 2158A
  • Nofsinger , R. E. Jr. 1977 . a peek at conversational analysis . Communication Quarterly , 25 : 12 – 20 .
  • Nofsinger , R. E. Jr. and Boyd , W. E. Topic management procedures: Executing tactics and displaying adherence to convention . Paper presented at the meeting of the Western Speech Communication Association . Los Angeles.
  • Sacks , H. and Schegloff , E. 1974 . “ Two preferences in the organization of references to persons in conversation and their interaction ” . In Ethnomethodology, labeling theory, and deviant behavior , Edited by: Avison , N. H. and Wilson , R. J. 303 – 326 . London : Rout‐ledge and Kegan Paul .
  • Sanders , R. E. 1983 . “ Tools for cohering discourse and their strategic utilization: Markers of structural connections and meaning relations ” . In Conversational coherence: Form, structure, and strategy , Edited by: Craig , R. T. and Tracy , K. 67 – 80 . Beverly Hills : Sage .
  • Schwartz , B. 1975 . Queuing‐and‐waiting: Studies in the social organization of access and delay , Chicago : University of Chicago Press .
  • Spradley , J. P. and Mann , B. J. 1975 . The cocktail waitress: Woman's work in a man's world , New York : John Wiley and Sons .
  • Tracy , K. and Moran , J. P. 1983 . “ Conversational relevance in multiple‐goal settings ” . In Conversational coherence: Form, structure, and strategy , Edited by: Craig , R. T. and Tracy , K. 116 – 135 . Beverly Hills : Sage .
  • Ventola , E. 1983 . Contrasting schematic structures in service encounters . Applied Linguistics , 4 : 242 – 258 .
  • _____ . 1987 . The structure of social interaction: A systematic approach to the semiotics of service encounters , London : Frances Pinter .
  • Whyte , W. F. 1946 . “ When workers and customers meet ” . In Industry and society , Edited by: Whyte , W. F. 123 – 147 . New York : McGraw‐Hill .
  • _____ . 1948 . The social structure of the restaurant . American Journal of Sociology , 54 : 302 – 310 .

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.