Service encounters are ubiquitous in social interaction. We buy
food and everyday items in supermarkets, convenience stores, or
markets; we purchase merchandise in department stores; or we
request information at a visitor information center. This book
offers a comprehensive account of service encounters in commercial
and non-commercial settings. Grounded in naturally occurring
face-to-face interactions and drawing on a pragmatic-discursive
approach, J. Cesar Felix-Brasdefer sets out a framework for the
analysis of transactional and relational talk in various contexts
in the United States and Mexico. This book investigates
cross-cultural and intra-lingual pragmatic variation during the
negotiation of service. The author provides a broad review of
research on service encounters to date, and analyzes
characteristics of sales transactions, such as participants' roles,
pragmatic and discourse functions of relational talk and address
forms, the realization of politeness, and changes in alignment from
transactional to relational talk.
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