A Conversation Analytic Approach to the Study of Language and Information : A Case Study of a Hamburger Restaurant(<Special Issue>Linguistic Approach to "Information and Management" Research)

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  • 言語と情報への会話分析によるアプローチ : ハンバーガー店の調査から(<特集>情報経営への言語的アプローチ)
  • 言語と情報への会話分析によるアプローチ : ハンバーガー店の調査から
  • ゲンゴ ト ジョウホウ エ ノ カイワ ブンセキ ニ ヨル アプローチ : ハンバーガーテン ノ チョウサ カラ

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This article introduces conversation analysis, an analytic approach that enables the formal and systematic investigation of language use in the everyday world. As a social research program, conversation analysis can be used to investigate the moment-to-moment interaction between participants in video and audio recorded in natural settings. This study focuses in particular on the usage of information in business communication. A detailed examination of a customer service interaction in a hamburger restaurant shows how information usage is achieved through precisely coordinated verbal and non-verbal exchanges between customers and salespeople.

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