Service encounters involve communication between strangers. Communication - or, at times, miscommunication - between strangers who come from different groups ca

Service encounters are ubiquitous in social interaction. We buy food and everyday items in supermarkets, convenience stores, or markets; we purchase merchandise

Spanish and Portuguese Across Time covers a diverse range of topics with a common focus, on the dynamic nature of languages and the social forces that shape the

A comprehensive account of face-to-face interactions in commercial and non-commercial service encounter settings.

The Routledge Handbook of Language in the Workplace provides a comprehensive survey of linguistic research on language in the workplace written by top scholars