Scripted communication for service standardisation? What analysis of conversation can tell us about the fast-food service encounter
by Mei Yuit Chan, Uma Chandra-Sagaran
Link
Reference:
Mei Yuit Chan, Uma Chandra-Sagaran, (2019), "Scripted communication for service standardisation? What analysis of conversation can tell us about the fast-food service encounter", Discourse & Communication, vol. 13, no. 1, pp. 3–25.
Bibtex Entry:
@ARTICLE{Chan-ChandraSagaran2019,
  author = "Mei Yuit Chan and Uma Chandra-Sagaran", 
  doi = "https://doi.org/10.1177/1750481318801625", 
  keywords = "EMCA, Business communication, Organizations, Fast-food service, Institutional interaction, Scripts, Service", 
  journal = "Discourse & Communication", 
  number = "1", 
  pages = "3–25", 
  title = "Scripted communication for service standardisation? What analysis of conversation can tell us about the fast-food service encounter", 
  url = "http://journals.sagepub.com/doi/abs/10.1177/1750481318801625", 
  volume = "13", 
  year = "2019", 
}