Customer Agency in Interactive Service: Small Talk and Rapport at the Cafe Counter
Published online on November 12, 2025
Abstract
Sociology, Volume 60, Issue 3, Page 778-797, June 2026.
This article draws on fine-grained analyses of video recordings of service interactions at the cafe counter to revisit the notion of rapport and conceptions of the customer in interactive service. We examine customers’ agency in building rapport and how ...
This article draws on fine-grained analyses of video recordings of service interactions at the cafe counter to revisit the notion of rapport and conceptions of the customer in interactive service. We examine customers’ agency in building rapport and how ...