This thesis will explore how customers and bartenders accomplish the service encounter in a public house, or bar. Whilst there is a body of existing literature on service encounters, this mainly investigates customer satisfaction and ignores the mundane activities that comprise the service encounter itself. In an attempt to fill this gap, I will examine how the activities unfold sequentially by examining the spoken and embodied conduct of the participants, over the course of the encounter. The data comprise audio -and video- recorded, dyadic and multi-party interactions between customer(s) and bartender(s), occurring at the bar counter. The data were analyzed using conversation analysis (CA) to investigate the talk and embodied conduct of participants, as these unfold sequentially. The first analytic chapter investigates how interactions between customers and bartenders are opened. The analysis reveals practices for communicating availability to enter into a service encounter; with customers being found to do this primarily through embodied conduct, and bartenders primarily through spoken turns. The second analytic chapter investigates the role of objects in the ordering sequence. Specifically, the analysis reveals how the Cash Till and the seating tables in the bar are mobilized by participants to accomplish action. In the third analytic chapter, multi-party interactions are investigated, focusing on the organization of turn-taking when two or more customers interact with one or more bartenders. Here, customers are found to engage in activities where they align as a unit, with a lead speaker, who interacts with the bartender on behalf of the party. In the final analytic chapter, the payment sequence of the service encounter is explored to investigate at what sequential position in the interaction payment, as an action, is oriented to. Analysis reveals that a wallet, purse, or bag, may be displayed and money or a payment card retrieved, in a variety of sequential slots, with each contributing differentially to the efficiency of the interaction. I also find that payment may be prematurely proffered due to the preference for efficiency. Overall, the thesis makes innovative contributions to our understanding of customer and bartender practices for accomplishing core activities in what members come to recognize as a service encounter It also contributes substantially to basic conversation analytic research on openings , which has traditionally been founded on telephone interactions, as well as the action of requesting. I enhance our knowledge of face-to-face opening practices, by revealing that the canonical opening sequence (see Schegloff, 1968; 1979; 1986) is not present, at least in this context. From the findings, I also develop our understanding of how objects constrain, or further, progressivity in interaction; while arguing for the importance of analysing the participants semiotic field in aggregate with talk and embodied conduct. The thesis also contributes to existing literature on multi-party interactions, identifying a new turn-taking practice with a directional flow that works effectively to accomplish ordering. Finally, I contribute to knowledge on the provision of payment, an under-researched yet prominent action in the service encounter. This thesis will show the applicability of CA to service providers; by analysing the talk and embodied conduct in aggregate, effective practices for accomplishing a successful service encounter are revealed.

This thesis addresses the question of whether or not online interactional practices are systematically different from interaction in other contexts, particularly spoken interaction. I will establish how the organization of online interaction demonstrates participants orientations to the technological affordances of the online medium. The dataset for the study comprises one-to-one interaction between friends, conducted using the chat application of the social networking site, Facebook. Chat logs and screen capture data were used to analyze how participants engaged in, and managed, their unfolding interaction. The data were analyzed using conversation analysis (CA). CA was developed originally for the analysis of spoken talk, but in this dissertation it provides an empirical basis for comparing Facebook chat and spoken interaction. The thesis demonstrates how CA can be used for analyzing online interaction. The first analytic chapter provides an overview of how participants organize the generic orders of interaction. The findings suggest that participants draw on their knowledge of both spoken and written interaction when managing the particular interactional constraints and affordances of Facebook chat. The second analytic chapter focuses on chat openings, comparing them to openings in spoken interaction. The findings reveal some similarities, but also systematic differences which orient to the design of the chat software. The third analytic chapter examines topic management, including topic-initiation, topic change and the management of simultaneous topics. The findings suggest that the CA categorization of topic-initiating turns could potentially be extended by also analyzing action-orientation and also the epistemic stance displayed. The analysis also reveals remarkable similarities between topic change in spoken interaction and in Facebook chat. Finally in this chapter I show how organizational components of spoken interaction, such as adjacency pairs and tying techniques, are used to manage simultaneous topics. The final analytic chapter focuses on self-repair in Facebook chat. The analysis reveals that self-repairs completed during message construction orient to the same interactional contingencies as self-repairs in spoken interaction. However, the affordances of Facebook chat enable these repairs to be hidden from the recipient. Visible repairs tend to be corrections, with the affordances impacting the sequential placement of such repairs. Finally, I show how participants self-repair in response to the actions of their co-participant. Overall, the findings reveal a number of similarities between the organization of Facebook chat and spoken interaction. The analysis also reveals that participants attend to the technological affordances of Facebook in a variety of ways. Finally, this thesis demonstrates that, while there are differences between the interactional practices of spoken and online written interaction, CA can be used to analyze, and subsequently explain, such differences.

The author presents an analysis of how speakers establish references in conversation. Further, this paper focuses on what words of a reference are conventionalized as speakers coordinate multiple times. The author explores how the co-occurrence of the reference terms with the referent can be a good predictor of what words are conventionalized over time. In order to study this, the author created an online version of the reference game from Clark and Wilkes-Gibbs (1986) experiment, where a matcher and director must describe a set of ambiguous shapes to each other many times. By creating an online version of this reference game the author was able to gather significantly more data and analyze the data with computational tools. Results prove that co-occurrence is a useful predictor of terms which are conventionalized, providing a first step for accounting for statistical inference in the process of conventionalization.

Conversation analytic (CA) and ethnomethodological (EM) techniques are employed in this study to explore the ways speakers within and between interactional turns build and resist gender category by resisting its activities/predicates. It aims to reveal how a sex-reassigned child’s identity is pertinent to the construction of membership categorization and the doing of resistance towards category-bound activities/predicates.  The study attempts to explain how the child tries to design her answers in a way that - both explicitly and implicitly - resist both the gender membership categorization she is being assigned to be and its ties (predicates/activities) she is being asked to accomplish. Membership categorization analysis (MCA), formulated by Sacks (1979), is employed here to show that the identity categories used in talk are tools by which participants organize and perform activities/predicates to establish their categories. The human subject that this project concentrates on is an immigrant family having a sex-reassigned child called Aidan. The data, which is analyzed, was collected during a dispute around the haircut and clothing style for the sex-reassigned child between the child and the parents. During the interaction the parents try to generate the category predicates for building up a set of activities around what might be considered ‘normal’ within a community that enables them to define and validate the child particular membership category. The main resistance strategies adopted by the child are dispreferred actions such as refusals mainly through accounting (e.g., justification and explanation) and disagreement.

Scholars in the field are of the opinion that the early simultaneous bilingual and bicultural exposure not only does not harm the bilinguals, but also strengthens their social and cultural foundations and keeps them from getting vulnerable to external environment (Deuchar and Quay 1999, 2000; Genesee 1989; Genesee, Nicoladis, and Paradis 1995; Holowka, Brosseau-Lapre ́, and Petitto 2002; Lanza 1992; Meisel 1989; Petitto et al. 2001). Also it has been demonstrated that bilingual children have differentiated systems to provide them with the ability to distinguish between their two input languages from the beginning of language acquisition (Petitto & Holowka, 2002). However, the driver of the children’s language preference patterns at home needs to be further explored. The present study is indeed an attempt to answer the question of why it is that some children regularly exposed to their heritage language from a very young age actually continue to actively use it, and other children involving in similar parental policy about bilingualism do not? It aims to examine the impacts of parental language strategies during the childhood on children language preference at home after they achieve the key competences in each of the two languages. The foci are parental attitudes towards the patterns of language choice and their influence on child language preference. Data are collected from two Iranian immigrant families; one has been experiencing additive bilingualism, while the other has been involved in the process of subtractive phenomenon. Some implications for parent-child closeness, heritage language and the risk of language contamination are touched on briefly.

The phenomenon of laughter has intrigued many philosophers, psychologists, sociologists, and – most recently – linguists. While laughter is conventionally thought of as a component of the phenomenon of humor, this paper seeks to empirically illustrate how laughter may be used in unconventional ways, i.e. in response to nonhumorous (and in fact discordant) sequences in conversation. The term coping laughter refers to laughter that attempts to remedy, correct, reframe, or distract from something that is undesirable in a conversation. This paper proposes that there are two types of coping laughter (IN-laughter and RE-laughter) that accomplish different functions based on who initiates the laughter. Eight data samples are analyzed within the analytical frameworks of politeness and conversational framing with special treatments of the evolution of laughter and the structure of conflict. / text

Public mobile phone use is often viewed negatively, although the reason for these negative perceptions is unclear. The current study examined perceptions of public mobile phone users in a 2 X 2 factorial design. Participants viewed a staged video of a public conversation that was either face-to-face or over a mobile and later rated their perception of the conversation and target speaker. Two variables were manipulated: whether participants could hear both sides or only one side of the conversation, and whether the conversation took place over a mobile phone or was face-to-face. The results indicated that the one side mobile phone conversation was more noticeable, intrusive, and annoying to overhear compared to the two-sided mobile speaker phone conversation and one side inaudible face-to-face conversation. Additionally, participants indicated that the target speaker in the one side mobile phone conversation was liked less than the target speaker in the mobile speaker phone condition and was perceived as more extroverted when participants could only hear one side of the conversation. The findings from this study are discussed in relation to previous data as to why public mobile phone conversations are generally perceived negatively by others. / Department of Psychological Science

This portfolio identifies a lacuna in the ways most mainstream management literature speaks of change. This literature focuses predominantly on the activities of 'planning', 'implementing' and 'evaluating' change in organizations, while largely overlooking the situated and embodied experience of actually becoming changed. I propose that this type of experience lies at the heart of organizational change. My research focuses on such experiences, addressing the questions of what characterizes them, what are the conditions that enable them, and what is involved in a practice that attempts to generate and sustain them. Building on Complex Responsive Process Theory, which claims that all change is constituted by shifts in the patterning of local interactions, I am proposing that the study of the qualities of ordinary, everyday 'experiences of transformation', which take place in conversational interactions between organizational members, is crucial to our understanding of how change happens. These qualities involve fleeting and elusive shifts of awareness and energy. What I am suggesting 'transforms' in such experiences is the complex interweaving of meaning, sense of self or identity, and ways of interacting and speaking. I argue that these shifts both create, and are created by, the responsive engagement with the complex, puzzling and ambiguous aspects of lived experiences of interaction. My narratives are concerned with the ways in which new meaning and novel directions of 'going on together' emerge paradoxically within the very experience of the fragmentation and dissolving of our usual, taken for granted understanding and sense of self. This often happens as we agree to encounter the 'otherness' of others in a conversational setting in which all the disconcerting, troubling and moving ramifications of that encounter are allowed to play out. In crafting an approach to change which resonates more with our everyday organizational lives, my narratives call attention to the details of such experiences: their textured richness and complex multi-facetedness. I propose that learning to carefully notice and engage with such experiences offers both deeper insights into the nature of change, and generates more nuanced, subtle, and ultimately effective, ways of working with change processes.

This paper is addressed to the problem of how it is possible to conduct coherent, purposeful conversations. It describes a computer model of a conversation between two robots, each robot being represented by a section of program. The conversation is conducted in a small subset of English, and is a mixed-initiative dialogue which can involve interruptions and the nesting of one segment of dialogue in another. The conversation is meant to arise naturally from a well defined setting, so that it is clear whether or not the robots are saying appropriate things. They are placed in a simple world of a few objects, and co-operate in order to achieve a practical goal in this world. Their conversation arises out of this common aim; they have to agree on a plan, exchange information, discuss the consequences of their actions, and so on. In previous language-using programs, the conversation has been conducted by a robot and a human operator, rather than by two robots. In these systems, it is almost always the human operator who takes the initiative and determines the overall structure of the dialogue, and the processes by which he does so are hidden away in his mind. The aim of our program is to make these processes totally explicit, and it is for this reason that we have used two robots and avoided human participation. Thus the main focus of interest is not the structuring of individual utterances, but the higher-level organisation of the dialogue, and how the dialogue is related to the private thoughts which underlie it. The program has two kinds of procedure, which we call ROUTINES and GAMES, the Games being used to conduct sections of conversation and the Routines to conduct the underlying thoughts. These procedures can call each other in the normal way. Thus the occurrence of a section of dialogue will be caused by the call of a Game by a Routine; and when the section of dialogue ends, the Game will exit, returning control to the Routine which called it. There are several Games, each corresponding to a common conversational pattern, such as a question and its answer, or a plan suggestion and the response to it. The Games determine what can be said, who will say it, how each remark will be analysed, and how it will be responded to. They are thus joint procedures, in which the instructions are divided up between the robots. When a section of dialogue occurs, the relevant Game will be loaded in the minds of both robots, but they will have adopted different roles in the Game, and will consequently perform different instructions and make different utterances.

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