图书简介

Introduction; 1. Approaches to service encounters: a pragmatic-discursive analysis of social action; 2. Service encounters in commercial and non-commercial settings; 3. Cross-cultural service encounters: negotiating service in the United States and Mexico; 4. Intra-lingual pragmatic variation in service encounters; 5. Negotiating service in Mexican markets; 6. Intra-cultural service encounters at a US visitor information center; 7. Relational talk and the negotiation of face in service encounters; 8. Forms of address and politeness in service encounters; 9. Conclusions.

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