SERVICE  ENCOUNTERS  ASSIGNMENT       REMEMBER  TO  ATTACH  THE  GRADING  RUBRIC  (SEPARATE  FILE  UNDER  “ASSIGNMENTS”)   TO  YOUR  FIRST  AND  FINAL  DRAFT.  CHECK  OFF  EACH  OF  THE  POINTS  ON  THE  RUBRIC.   DRAFTS  WITHOUT  GRADING  RUBRIC  WILL  NOT  BE  ACCEPTED  OR  GRADED.       This  assignment  involves  submitting  two  drafts  of  the  paper.  The  requirements  for  the  first   draft  and  the  second  draft  are  the  same.  First  draft  must  include  all  the  components  of  the   assignment.  It  has  to  be  prepared  after  conducting  your  observation.         “Service  Encounters”  project  is  modeled  on  Bailey’s  research  presented  in  his  paper,   “Communication  of  Respect  in  Interethnic  Service  Encounters,”  which  you  can  find  in  the   “Readings”  folder  under  “content”  on  BBLearn.  Re-­‐-­‐-­‐read  the  Bailey’s  paper  before  starting  the   project.       The  first  draft  is  due  in  class  on  MARCH  24.  The  final  draft  is  due  in  class  on  APRIL  2nd.   Maximum  credit  available  for  the  first  draft  is  40  points.  Any  points  over  40  points   allowed  for  the  first  draft  will  be  credited  as  bonus  points.  Maximum  credit  available  for   the  final  draft  is  50  points.  In  order  to  be  graded,  the  paper  needs  to  be  edited  for   clarity   and  grammatical  and  typographic  errors.   Plan  on  consulting  the  Writing  Center  to  get   five  bonus  points  !!!  Even  best  writing  can  be  improved.  Set  up  an  appointment  to  work   individually  with  a  tutor  at  the  North  or  South  Student  Learning  Center     The  project  involves  following  steps:     (1) Conduct  careful  observation  of  “service  encounter”  type  of  interactions   in  a   real  world  setting       Select  a  setting  such  as  convenience  store,  cafeteria  or  Starbucks,  open  to  the  public.   Select  time  when  there  is  not  much  traffic  so  that  people  are  not  too  rushed.  Observe  and   describe  in  your  notes  four  interactions  between  the  attendant  and  customer.  At                   least  three  of  the  conversations  should  involve  either  the  customer  or  the  service  person   introducing  a  topic  not  directly  related  to  the  business  transaction .

1. SERVICE
ENCOUNTERS
ASSIGNMENT
REMEMBER
TO
ATTACH
THE
GRADING
RUBRIC
(SEPARATE
FILE
UNDER
“ASSIGNMENTS”)
TO
YOUR
FIRST
AND
FINAL
DRAFT.
CHECK
OFF
EACH
OF
THE
POINTS
ON
THE
RUBRIC.

2. DRAFTS
WITHOUT
GRADING
RUBRIC
WILL
NOT
BE
ACCEPTED
OR
GRADED.
This
assignment
involves
submitting
two
drafts
of
the
paper.
The
requirements
for
the
first
draft
and
the
second
draft
are

3. the
same.
First
draft
must
include
all
the
components
of
the
assignment.
It
has
to
be
prepared
after
conducting
your
observation.
“Service
Encounters”
project
is
modeled
on
Bailey’s
research
presented

4. in
his
paper,
“Communication
of
Respect
in
Interethnic
Service
Encounters,”
which
you
can
find
in
the
“Readings”
folder
under
“content”
on
BBLearn.
Re-­‐-­‐-­‐read
the
Bailey’s
paper
before
starting
the
project.

5. The
first
draft
is
due
in
class
on
MARCH
24.
The
final
draft
is
due
in
class
on
APRIL
2nd.
Maximum
credit
available
for
the
first
draft
is
40
points.
Any
points
over

6. 40
points
allowed
for
the
first
draft
will
be
credited
as
bonus
points.
Maximum
credit
available
for
the
final
draft
is
50
points.
In
order
to
be
graded,
the
paper
needs
to
be
edited

7. for
clarity
and
grammatical
and
typographic
errors.
Plan
on
consulting
the
Writing
Center
to
get
five
bonus
points
!!!
Even
best
writing
can
be
improved.
Set
up
an
appointment
to
work
individually
with

8. a
tutor
at
the
North
or
South
Student
Learning
Center
The
project
involves
following
steps:
(1) Conduct
careful
observation
of
“service
encounter”
type
of
interactions
in
a
real
world
setting

9. Select
a
setting
such
as
convenience
store,
cafeteria
or
Starbucks,
open
to
the
public.
Select
time
when
there
is
not
much
traffic
so
that
people
are
not
too
rushed.
Observe

10. and
describe
in
your
notes
four
interactions
between
the
attendant
and
customer.
At
least
three
of
the
conversations
should
involve
either
the
customer
or
the
service

11. person
introducing
a
topic
not
directly
related
to
the
business
transaction
at
hand,
such
as
in
these
hypothetical
exchanges:
EXAMPLE
I
1. Attendant:
Will
that
be
it?

12. 2. Customer:
Yeah.
I
haven’t
seen
you
for
a
while?
3. Attendant:
Would
you
like
any
cash
back?
4. Customer:
Nope.
5. Attendant:
Thanks
for
shopping
at
Walgreens
EXAMPLE
II
1. Attendant:

13. Will
that
be
it?
2. Customer:
Yeah.
I
haven’t
seen
you
for
a
while?
3. Attendant:
I
know,
I
went
to
see
my
boyfriend
in
Hawaii
4. Customer:
That’s
great.
Good
to
have
you
back,
though

14. 5. Attendant:
I’m
glad
to
be
back,
too.
Would
you
like
any
cash
back?
6. Customer:
Nope.
7. Attendant:
Thanks
for
shopping
at
Walgreens
(2) Take
detailed
notes
of
your

15. observation.
Like
in
Bailey’s
research,
your
most
important
data
will
be
your
conversation
data.
Write
down
in
as
much
detail
as
you
can
the
exact
words
that
people
use
in
talking
to
each

16. other.
Also,
describe
people
participating
in
the
conversation
(age,
gender,
anything
else
you
notice)
(3) Conduct
Conversation
Analysis
Your
analysis
will
address
conversational
uptakes
on
topics
not
directly
related
to
the

17. business
transaction
and
introduced
in
the
service
encounter
interactions
data
from
your
research.
Uptake:
a
follow
up
on
the
topic
introduced
by
another
person.
An
uptake
is
a
conversational
tool
that

18. helps
to
create
conversation
as
a
collaborative
project.
In
doing
so,
it
mainly
serves
a
phatic
communicative
function;
that
is,
the
maintenance
of
social
relationship
between
people
who
participate
in
communicative
event.

19. To
illustrate:
in
the
EXAMPLE
I
above,
the
attendant
did
not
offer
an
uptake
on
the
customer’s
inquiry,
“I
haven’t
seen
you
for
a
while?”
in
line
2.
In
contrast,
in
the

20. EXAMPLE
II,
the
attendant
did
offer
an
uptake
in
line
3,
by
saying
“I
know,
I
went
to
see
my
boyfriend
in
Hawaii,”
followed
by
the
customer’s
uptake,
“That’s
great.
Good
to
have
you

21. back,
though”
(line
4)
and
further,
by
the
attendant’s
next
uptake,
“I’m
glad
to
be
back,
too.”
In
the
analysis
of
your
conversational
data,
identify
statements
that
invite
an
uptake

22. and
assess
whether
an
uptake
has
taken
place.
(4) write
a
paper
about
3
pages
long
(12-­‐-­‐-­‐-­‐-­‐-­‐-­‐-­‐-­‐-­‐-­‐-­‐-­‐-­‐-­‐-­‐-­‐-­‐point
font,
double-­‐-­‐-­‐-­‐-­‐-­‐-­‐-­‐-­‐-­‐-­‐-­‐-­‐-­‐-­‐-­‐-­‐-­‐spaced)
in
which
you
will:
a) describe
where
and
when
you
conducted
your
observation

23. b) describe
three
or
four
service
encounters,
following
the
format
of
the
examples
above.
Include
your
notes
on
the
conversations
and
describe
persons
who
participated
in
the
interaction
(age,
gender,
appearance,
etc.)
c) present

24. your
analysis
of
your
conversational
data
in
which
you
will
identify:
(i) utterances
(statements,
questions,
etc.)
that
invite
an
uptake
and
(ii) either
the
presence
or
an
absence
of
uptake.
d) based
on
Bailey’s
work,
suggest

25. some
of
the
possible
reasons
for
a
person
not
to
offer
an
uptake.
Please
note
that
no
points
can
be
granted
for
work
that
does
not
include
part
b)
described
below

26. a) describe
where
and
when
you
conducted
your
observation
5
points
b) describe
three
or
four
service
encounters,
following
the
format
of
the
examples
above.

27. Include
your
notes
on
the
conversations
and
describe
persons
15
points
c)
present
your
analysis
of
your
conversational
data
in
which
you
will
identify:
(i)

28. utterances
(statements,
questions,
etc.)
that
invite
an
uptake
10
points
(ii)
either
the
presence
or
an
absence
of
uptake
10
points
d)

29. based
on
Bailey’s
work,
suggest
some
of
the
possible
reasons
for
a
person
not
to
offer
an
uptake
10
points

30. 5
Bonus
points
available
for
documented
Writing
Center
consultation