Don't use plagiarized sources. Get Your Custom Essay on
Just from $13/Page
Order Essay



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 ReadingsfolderundercontentonBBLearn.RereadthBailey’spaperbeforestartin the project.


The first draft is due before class through BB Learn on November 5. The final draft is due before class through BB Learn on November 24. 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 at hand, such as in these hypothetical exchanges:



  1. Attendant: Will that be it?
  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



1.   Attendant: 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

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 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 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 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 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.


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 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 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 and assess whether an uptake has taken place.


(4) write a paper about 3 pages long (12point font, doublespaced) in which you   will:

  1. describe where and when you conducted your observation
  2. 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.)
  3. present 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.

  1. based on Bailey’s work, suggest 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

  1. describe where and when you conducted your observation      5 points
  2. describe three or four service encounters, following the format of the examples above. Include your notes on the conversations and describe persons 15 points
  3. present your analysis of your conversational data in which you will identify:
  1. utterances (statements, questions, etc.) that invite an uptake 10 points
  2. either the presence or an absence of uptake 10 points


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


5 Bonus points available for documented Writing Center consultation


Calculate the price
Make an order in advance and get the best price
Pages (550 words)
*Price with a welcome 15% discount applied.
Pro tip: If you want to save more money and pay the lowest price, you need to set a more extended deadline.
We know how difficult it is to be a student these days. That's why our prices are one of the most affordable on the market, and there are no hidden fees.

Instead, we offer bonuses, discounts, and free services to make your experience outstanding.
How it works
Receive a 100% original paper that will pass Turnitin from a top essay writing service
step 1
Upload your instructions
Fill out the order form and provide paper details. You can even attach screenshots or add additional instructions later. If something is not clear or missing, the writer will contact you for clarification.
Pro service tips
How to get the most out of your experience with Home Work Stand
One writer throughout the entire course
If you like the writer, you can hire them again. Just copy & paste their ID on the order form ("Preferred Writer's ID" field). This way, your vocabulary will be uniform, and the writer will be aware of your needs.
The same paper from different writers
You can order essay or any other work from two different writers to choose the best one or give another version to a friend. This can be done through the add-on "Same paper from another writer."
Copy of sources used by the writer
Our college essay writers work with ScienceDirect and other databases. They can send you articles or materials used in PDF or through screenshots. Just tick the "Copy of sources" field on the order form.
See why 20k+ students have chosen us as their sole writing assistance provider
Check out the latest reviews and opinions submitted by real customers worldwide and make an informed decision.
Writer was cooperative and got me an A on my paper.
Customer 452445, December 23rd, 2021
It was very helpful and well thought out.
Customer 452445, January 26th, 2022
Classic English Literature
Great detailed work, I am very happy with the result of this writer's work. Thank you so much for delivering my paper perfectly and way before the due date.
Customer 452445, January 19th, 2022
Business Studies
Needed a little editing. Anyway, thank you.
Customer 452445, October 31st, 2021
Business Studies
Great writer. Highly recommended!
Customer 452445, December 22nd, 2021
Very professional and easy to work with. I highly recommend!
Customer 452445, December 12th, 2021
Helped me beat the deadline. Am grateful.
Customer 452445, November 6th, 2021
Excellent work, thank you so much for doing this on such short notice! You're a lifesaver!
Customer 452445, January 21st, 2022
The writer has done an amazing job. I am very pleased!
Customer 452445, January 11th, 2022
Social Sciences
The formatting was not okay but the paper was great.
Customer 452445, November 2nd, 2021
Criminal law
I got an A. I recommend homeworkstand.
Customer 452445, October 31st, 2021
Classic English Literature
The writer was incredibly fast and answered all of my Questions in a timely manner!
Customer 452445, June 16th, 2022
Customer reviews in total
Current satisfaction rate
3 pages
Average paper length
Customers referred by a friend
15% OFF your first order
Use a coupon FIRST15 and enjoy expert help with any task at the most affordable price.
Claim my 15% OFF Order in Chat

Order your essay today and save 15% with the discount code ESSAYHELP