(Im)politeness in Service Encounters

Abstract

This chapter examines sociopragmatic research on commercial service encounters. It offers a précis of the studies that have utilised service encounters as a vehicle to examine (Im)politeness manifestations. It addresses the methodological advantages of the service encounter as a relatively formalised interactional site in which sociability and efficiency are managed, hence as a locus for the emergence of (Im)politeness orientations. The chapter traces the evolution of (Im)politeness research and discusses the complexities of capturing (Im)politeness practices in transformation: from face-to-face and telephone-mediated encounters to newer communicative arenas resulting from technological advances such as online websites. In so doing, it discusses the analytic challenges involved in understanding (Im)politeness across a multiplicity of prior and current interactions with other parties alongside the exchange with service provider. These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.

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