Publications

Publication details [#66200]

Chan, Mei Yuit and Uma Chandra-Sagaran. 2019. Scripted communication for service standardisation? What analysis of conversation can tell us about the fast-food service encounter. Discourse & Communication 13 (1) : 3–25.
Publication type
Article in journal
Publication language
English
Keywords
business language | communication | conversational analysis | discourse | script | service encounter | verbal communication | written language
Place, Publisher
SAGE Publications

Annotation

In highly routinised service encounter interactions (here: in a fast food restaurant), communication is frequently guided by service scripts that are the material embodiment of institutional expectations of how the service interaction is to be guided. Scripted communication though is not well-controlled and homogeneous in its execution.