När det privata blir offentligt : Referens till icke-närvarande familjemedlemmar i servicesamtal

Abstract

This study explores sequences of talk in service encounters in which the institutional, transactional business is abandoned in favor of talk on private matters. We are spefically discussing cases where the customer and staff member engage in talk about their family members (spouses, children). An analysis of what kind of interpersonal functions this kind of talk may have is offered. The non-transactional talk can a means of providing necessary information for the institutional task, requesting a favor, dealing with an epistemic problem, joking, focusing on the qualities of a family member, or achieving small-talk in general.