Kuroshima2026
| Kuroshima2026 | |
|---|---|
| BibType | INCOLLECTION |
| Key | Kuroshima2026 |
| Author(s) | Satomi Kuroshima |
| Title | CA and service encounters |
| Editor(s) | Matthew Burdelski, Tim Greer |
| Tag(s) | EMCA, service encounters |
| Publisher | Routledge |
| Year | 2026 |
| Language | English |
| City | London |
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| Pages | 589–605 |
| URL | Link |
| DOI | 10.4324/9781032720852-41 |
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| Howpublished | |
| Book title | The Routledge Handbook of Conversation Analysis |
| Chapter | |
Abstract
This chapter offers a comprehensive review of research on service encounter interaction within the field of ethnomethodology and conversation analysis. It begins with early studies from the 1970s focusing on the sequence organization of service requests and then presents the field’s development by expanding the focus of investigation to action formation in various forms of conduct, membership categories, and multimodal and perception-based practices relevant to service encounters. In particular, by departing from the logocentric approach, the review recommends that analyses should take into account action formation and action ascription as a basis for understanding how each interactional practice is organized. The chapter concludes by suggesting some ways that conversation analysis can continue to be a meaningful method for investigating service encounters.
Notes
