Abstract
Fast-food services are highly routinized and standardized. Previous studies have insisted that service routinization and standardization was treated as a top-down or automatic process in which interactants master their respective roles through learning scripts. However, we suppose that service routinization is achieved through the contingent, situated actual interaction between service providers and consumers. Therefore, we focused on the process of actual service encounters and analyzed how routinization and standardization standardized are achieved. Indeed, we videotaped ten actual customer interactions at a certain hamburger restaurant, and analyzed them by using conversation analysis based on ethnomethodology.
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Hereunder is a list of the notations used in the transcription of the data:
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[ Indicates the start points of overlapping speech.
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] Indicates the end points of overlapping speech.
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= When attached to the end of one line and the beginning of another, equal signs indicate that the later talk was “latched onto” the earlier talk with no hesitation.
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(#) A number in parentheses indicates the time, in seconds, of a pause in speech.
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(.) An extremely brief pause, typically 1 second or so.
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: Colons indicate an elongated syllable; the more colons, the more the syllable or sound is stretched.
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‐ Indicates an abrupt halt or interruption in an utterance.
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. Indicates falling pitch or intonation.
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? Indicates rising pitch or intonation.
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, Indicates a temporary rise or fall in intonation.
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↑↓ Indicates a sharp rise or fall in the pitch or intonation of a subsequent utterance.
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text Indicates that the speaker is emphasizing or stressing the speech.
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°Text° Text within degree symbols indicates whispering, reduced volume, or quiet speech.
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hh Audible exhalation; the more h’s, the longer the exhalation.
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text (h) text (h) When there are multiple audible exhalations, (h)’s are inserted in the utterance.
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.hh Audible inhalation; the more h’s, the longer the inhalation.
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<text> Indicates that the enclosed speech was delivered more slowly than usual for the speaker.
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>text< Indicates that the enclosed speech was delivered more rapidly than usual for the speaker.
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(text) Speech that was unclear or in doubt in the transcript.
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((text)) Annotation of nonverbal activity.
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References
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© 2016 Springer Japan
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Kitano, K., Yamauchi, Y., Hiramoto, T. (2016). The Ordering of Fast Food Using Menu. In: Maeno, T., Sawatani, Y., Hara, T. (eds) Serviceology for Designing the Future. ICServ 2014. Springer, Tokyo. https://doi.org/10.1007/978-4-431-55861-3_4
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DOI: https://doi.org/10.1007/978-4-431-55861-3_4
Publisher Name: Springer, Tokyo
Print ISBN: 978-4-431-55859-0
Online ISBN: 978-4-431-55861-3
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