Group Project

Group Project - 1 Anthropology 33 Final Group Project TA:...

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1 Anthropology 33 Final Group Project TA: Rachel George Mary Minno, Roxy Martinez, Michelle Pittman, Casie Nguyen, Ane Wone
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2 Introduction Our fieldwork at Subway explored the fundamental ideas behind participation, performance, routine, duality of structure, and indexicality. We observed the location, keeping in mind philosophies such as ' the customer is always right'. We observed that the treatment of a customer service employee is a means to accomplish a task for the customer and hypothesized that the customer is not always a full participant in the interaction but the employee must be adapt to deal with fully involved customers and passive customers. These ideas were explored extensively (15 visits) in the environment, which is rich in social interaction and dialogue as it has a heavy customer flow and the completion of ordering a sandwich required linguistic interactions. We accumulated 10 different interactions of customers at Subway and observed approximately 15 hours of interaction at Subway. We paid particular attention to the greeting patterns at Subway, the “gatekeeping” techniques at Subway, and the ordering process. We observed but do not particularly analyze the payment process at Subway because we are more interested in the employee’s interaction with the customer to accomplish the task, while keeping in mind the customer’s interaction with the employee. The customer-employee relationship is extremely interesting and full of a context that often is taken for granted. Through our observations, we gained better understanding of the dynamics of language that has allowed this relationship to be replicated in our society so often that there are ways to complete the routine that are socially constructed as the "good" or the "right" way to perform customer service duties. We noticed that the routine must be flexible
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3 in its accomplishment, depending on the participants, their interest and status in the social structure. Overview of Participation, Participant Framework and Gatekeeping at Subway Participation is the vital interaction of actors in a particular situation. It portrays the roles that people play and, in their co-construction, influences each actor’s behavior. When actors hold predetermined roles in a certain situation, defined in this case by the location and its layout, many behaviors are predefined and therefore expected from each participant. The factors that contribute to participation framework, such as situation within the particular spatial environment, participant orientation, prosody, and word/topic choice also contribute to establishing expected roles. We observed interaction at Subway with a goal of determining how the action is successfully completed and what roles are necessary for the completion of that action. The observation of participation contributes to our analysis of the merger of culture and language within this particular context. The types of participant frameworks that are constructed at Subway are imperative in the development of Subway as a fast-
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This note was uploaded on 02/04/2012 for the course ANTHRO 124P taught by Professor Fessler during the Spring '07 term at UCLA.

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Group Project - 1 Anthropology 33 Final Group Project TA:...

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