Unformatted text preview: in-person servers' (quoted above) are closer to the reality of much
contemporary service work.
Another ®eld of scholarship to which the analysis of service styling is relevant
# Blackwell Publishers Ltd. 2000 d:/3socio/4-3/cameron.3d ± 29/6/0 ± 21:6 ± disk/mp 342 CAMERON is the study of institutional, and more particularly workplace, talk. The spread of
`McDonaldizing' practices in what might seem the rather unlikely domain of
language-use arguably poses a challenge to what is perhaps the best-established
approach to the study of talk at work, that of conversation analysis (e.g. Boden
1994; Drew and Heritage 1992). Ian Hutchby summarises the orthodox
conversation analyst's position: `Institutions do not de®ne the kind of talk
produced within them: rather participants' ways of designing their talk actually
constructs the ``institutionality'' of such settings' (Hutchby 1999: 41). `Interaction', say Drew and Heritage, `is institutional insofar as participants' institutional or professional identities are somehow made relevant to the work
activities in which they are engaged' (1992: 4). But while an...
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