Occupation

Question 1

Hasan (1985)

Answer 1

split service encounters into two features:
- Obligatory
- Optional

Question 2

Leidner

Answer 2

Created the idea of styling, its use is to build relationships with customers via small talk

Question 3

Wareing

Answer 3

Split up the use of power into three categories
- Political
- Personal
- social

Question 4

Ives And Rana

Answer 4

further divided power into
- influential
- instrumental

Question 5

Drew and Heritage
Asymmetrical discourse in the workplace (1993)

Answer 5

Discovered managers have higher power in discourse

Question 6

Brown And Levinson
Politeness in the workplace

Answer 6

Found that all workers use politeness but some will use
- positive face
- negative face

Question 7

Holmes
study into small talk in workplace

Answer 7

managers used is carefully to create good relationships whilst controlling it so as to not overtake work talk

Question 8

N.G and Braddac

Answer 8

found that power is increasingly exerted in covert ways