ルーチンの達成における説明可能性: クリーニング店のオプション提案の会話分析

Abstract

クリーニング屋の店員によるオプション提案のように，顧客にとって想定外のものでありうる行為は組織ルーチンから外れる可能性がある．そのとき店員はいかにして，問題がなく自然なものとしてオプション提案を行い，組織ルーチンを作り上げるのか．本研究では，エスノメソドロジーに依拠して店員と顧客の会話分析を行い，ルーチンを作り上げるにあたって店員が自らの行為に説明可能性を付与する実践が重要であることを示す.

We examine how sales staff sell optional services such as water-repellant finish and stain removal at dry cleaners. This selling may disrupt organizational routines because customers typically do not expect it and tend to think that such services are unnecessary. How can the sales staff achieve this selling by rendering it as a natural and unproblematic routine? Based on ethnomethodology, video-recorded real-time interactions between sales staff and customers are analyzed. The analysis reveals that sales staff themselves understand that their selling could disrupt routines and that they have many ways to construct routines by adding and establishing accountability for their selling. They are not simply performing pre-defined routines but render their own practices recognizable as routine. While recent theoretical discussions on performativity of routines stress actual practices accomplished in concrete situations, it is still assumed that abstract ideas of routines are necessary for the practices to be recognizable as routine. In contrast, this study suggests that routines are made recognizable within the practices themselves without the need for the abstract ideas.