scholarly journals Scripted communication for service standardisation? What analysis of conversation can tell us about the fast-food service encounter

2018 ◽  
Vol 13 (1) ◽  
pp. 3-25 ◽  
Author(s):  
Mei Yuit Chan ◽  
Uma Chandra-Sagaran
Keyword(s):  
Fast Food ◽  
Service Management ◽  
Food Service ◽  
Service Encounter ◽  
Common Belief ◽  
Institutional Discourse ◽  
Service Interaction ◽  
Institutional Expectations ◽  
Verbal Exchanges ◽  
And Training

In highly routinised service encounter interactions, communication is often guided by service scripts that are the material embodiment of institutional expectations of how the service interaction is to be conducted. However, counter to common belief that scripted communication is well-controlled and homogeneous in its execution, observation of actual talk reveals interesting patterns and variations that reflect the ways in which participants make meaning of and perform their respective roles within the interaction towards achieving the overall goal of the service communication. Applying the analysis of speech functions and sequential order of talk in audio-recorded verbal exchanges between servers and customers at the service counter of a fast-food restaurant, acts in the fast-food service interaction are interpreted and explained in relation to management-prescribed service script, servers’ script-in-use and customers’ script within an institutional discourse framework. Findings from the study have important implications for service management and training as it addresses the tension between the practices on the ground and those sanctioned by the organisation.

Finding beauty in the banal: An exploration of service work in the artful classroom

2008 ◽  
Vol 14 (5) ◽  
pp. 521-534 ◽  
Author(s):  
Ralph Bathurst ◽  
Janet Sayers ◽  
Nanette Monin
Keyword(s):  
Work Experience ◽  
Fast Food ◽  
Service Management ◽  
Service Providers ◽  
Food Service ◽  
Reflective Learning ◽  
Service Work ◽  
Learning Tools ◽  
Business Studies ◽  
Valuable Role

AbstractArtists derive inspiration from daily life. According to John Dewey (1934), common experiences are transformed into works of art through a process of compression and expression. Our paper adopts Dewey's frame to demonstrate that experience in the artful classroom plays a valuable role in management education. We asked students to reflect on their work experience and then to provide an artful expression of their reflections. For this exercise we defined artfulness as a process which relies on the discursive practices of satire, and in particular irony and parody. Offering a service management class as an exemplar we demonstrate the use of these rhetorical techniques as reflective learning tools. A class of students were first prompted to consider their common experiences as both customers and service providers, and were then asked to create an ironic artefact. Our paper, which analyses a cartoon sequence produced by students in response to this assignment and in which they parody the fast-food service experience, illustrates how a business studies classroom can be transformed into an artful space.

Finding beauty in the banal: An exploration of service work in the artful classroom

2008 ◽  
Vol 14 (5) ◽  
pp. 521-534 ◽  
Author(s):  
Ralph Bathurst ◽  
Janet Sayers ◽  
Nanette Monin
Keyword(s):  
Work Experience ◽  
Fast Food ◽  
Service Management ◽  
Service Providers ◽  
Food Service ◽  
Reflective Learning ◽  
Service Work ◽  
Learning Tools ◽  
Business Studies ◽  
Valuable Role

AbstractArtists derive inspiration from daily life. According to John Dewey (1934), common experiences are transformed into works of art through a process of compression and expression. Our paper adopts Dewey's frame to demonstrate that experience in the artful classroom plays a valuable role in management education. We asked students to reflect on their work experience and then to provide an artful expression of their reflections. For this exercise we defined artfulness as a process which relies on the discursive practices of satire, and in particular irony and parody. Offering a service management class as an exemplar we demonstrate the use of these rhetorical techniques as reflective learning tools. A class of students were first prompted to consider their common experiences as both customers and service providers, and were then asked to create an ironic artefact. Our paper, which analyses a cartoon sequence produced by students in response to this assignment and in which they parody the fast-food service experience, illustrates how a business studies classroom can be transformed into an artful space.

scholarly journals Relational and Identity-Making Capabilities in the Internationalization Process: The Case of US Food Service Sector

2016 ◽  
Vol 11 (6) ◽  
pp. 205
Author(s):  
Valentina Della Corte ◽  
Giovanna Del Gaudio
Keyword(s):  
Fast Food ◽  
Service Sector ◽  
Food Service ◽  
Internationalization Process ◽  
Local Identity ◽  
Single Location ◽  
Different Types ◽  
Fast Food Restaurants ◽  
Internationalization Strategies ◽  
Relational Capabilities

<p>This paper aims at exploring the link between internationalization strategies and local identity. More precisely, this study analyzes how firms manage this relationship, understanding if a firm can express the local identity and to what extent this latter can be extended through without jeopardizing the essential soul of its products/services.<br />The analysis is developed according to a double level that includes the recognition of both distinctive resources and competences and the specific relational capabilities necessary in the internationalization process. Furthermore, the strength of this paper is represented by the examination of different types of firms (single location full-service restaurants, chain restaurants and fast food restaurants) operating in the food service sector.</p>

Fast Food Service

1989 ◽  
pp. 150-151
Author(s):  
Joseph F Engelberger
Keyword(s):  
Fast Food ◽  
Food Service

Service-Oriented Human Computer Interaction and Scripting

2011 ◽  
pp. 1-20 ◽  
Author(s):  
Neil McBride ◽  
Ibrahim Elbeltagi
Keyword(s):  
Human Computer Interaction ◽  
Computer Interface ◽  
Service Encounter ◽  
Script Analysis ◽  
Ex Post ◽  
Service Interaction ◽  
Service Oriented ◽  
Computer Interaction

The emphasis of human-computer interaction (HCI) design on the technology and computer action tends to obscure consideration of the contribution of the computer interface to the service interaction. This chapter suggests that since a majority of commercial information systems support or provide services, the nature and progression of the service encounter should be a key concern of human computer interface designers. The chapter proposes the concept of service-oriented HCI in which HCI design is derived from service design, dialog is driven by customer needs and perceptions, activities that have led up to the service encounter are considered, and the service interaction dialog is aligned with the computer dialog. As part of service-oriented HCI, the chapter illustrates the use of scripting to examine ex-post the role of a computer interaction in a service encounter. It demonstrates that the computer dialog can drive the service interaction in such a way that the quality of the interaction is reduced and customer satisfaction affected. It concludes that the role of the computer system in a service interaction is an area for further research. Furthermore, script analysis may enable the development of human-computer dialogs that meet some of the criteria of service-oriented HCI.

Sign in / Sign up

Export Citation Format

Share Document