“The staff are your friends”: conflicts between institutional discourse and practice
by Charles Antaki, W. M. L. Finlay, Chris Walton
Link
Reference:
Charles Antaki, W. M. L. Finlay, Chris Walton, (2007), "“The staff are your friends”: conflicts between institutional discourse and practice", British Journal of Social Psychology, vol. 46, no. 1, pp. 1–18.
Bibtex Entry:
@ARTICLE{Antaki2007b,
  author = "Charles Antaki, W. M. L. Finlay and Chris Walton", 
  doi = "10.1348/014466606X94437", 
  keywords = "EMCA, Institutional interaction", 
  journal = "British Journal of Social Psychology", 
  number = "1", 
  pages = "1–18", 
  title = "“The staff are your friends”: conflicts between institutional discourse and practice", 
  url = "http://onlinelibrary.wiley.com/doi/10.1348/014466606X94437/abstract", 
  volume = "46", 
  year = "2007", 
}