Kitano-Etal2016

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Kitano-Etal2016
BibType INCOLLECTION
Key Kitano-Etal2016
Author(s) Kiyoteru Kitano, Yutaka Yamauchi, Takeshi Hiramoto
Title The Ordering of Fast Food Using Menu
Editor(s) Takashi Maeno, Yuriko Sawatani, Tatsunori Hara
Tag(s) EMCA, Design, Service Encounter, Boundary object, Value co-creation
Publisher
Year 2016
Language English
City
Month
Journal
Volume
Number
Pages 51-65
URL Link
DOI 10.1007/978-4-431-55861-3_4
ISBN
Organization
Institution
School
Type
Edition
Series
Howpublished
Book title Serviceology for Designing the Future
Chapter

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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.

Notes