著者

平本 毅 山内 裕 北野 清晃

出版者

日本情報経営学会

雑誌

日本情報経営学会誌 = Journal of information and management (ISSN:18822614)

巻号頁・発行日

vol.35, no.1, pp.19-32, 2014-09

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This article introduces conversation analysis, an analytic approach that enables the formal and systematic investigation of language use in the everyday world. As a social research program, conversation analysis can be used to investigate the moment-to-moment interaction between participants in video and audio recorded in natural settings. This study focuses in particular on the usage of information in business communication. A detailed examination of a customer service interaction in a hamburger restaurant shows how information usage is achieved through precisely coordinated verbal and non-verbal exchanges between customers and salespeople.