餐廳點餐的整體結構與序列組織——以臺灣家庭式餐廳為例

Abstract

隨著人們生活型態的改變，到餐廳用餐已成為我們日常生活的一部分，相關會話分析研究也日益受到重視。過去研究指出，此類互動因其單一互動目標，與高度工作任務導向的性質，通常具有可預測、標準化的會話形式。同時，有些研究也觀察到，真實互動可能會偏離標準化的會話形式。然而，這些彈性的互動實踐在過去研究中常被視為例外，較少作為研究重點深入探討。 本研究以臺灣一家家庭式餐廳的點餐互動為研究對象，自行採集20筆點餐互動語料，並採用會話分析方法，以真實語料探討點餐互動的會話形式，特別聚焦於整體結構（overall structural organization）與序列組織（sequence organization）兩面向。本研究首先將歸納出餐廳點餐的常見互動形式，接著進一步分析不同於此常見形式的互動序列。同時，也將透過互動的微觀分析，建構出此家庭式餐廳的具體情境，補足服務接觸研究領域中關於餐廳點餐互動研究的不足。 在整體結構方面，本研究依據Heritage（2005）的定義，根據語料整理出整體結構的五個活動階段。而在序列組織部分，則以Kuroshima（2010）的研究架構，以及Schegloff（2007）對序列組織的分析為依據，首先歸納出點餐互動的常見序列推進形式，接著以擴展序列（expansion sequence）的分析視角，進一步討論不同於常見序列推進形式的協商互動如何回應進程性（progressivity）與互為主體性（intersubjectivity）兩大互動原則。 研究發現，「店員詢問─顧客回覆─店員確認」已形成臺灣餐廳點餐互動最常見的序列推進之一。其中，第三話輪「店員確認」在點餐互動中不僅能將序列往下推進，同時也具有確認點餐內容正確傳遞的互動功能。而擴展序列的語料則顯示，當互動發生問題時，店員和顧客都可能以序列組織作為會話資源，彼此協商以處理互動問題，在點餐互動的進程性之中，確保點餐內容的正確傳遞。

With changes in modern lifestyles, dining out has become a part of our everyday life, and related studies has received increasing attention in the field of Conversation Analysis. Previous studies have pointed out that food-ordering interactions, due to their interactional goal and task-oriented nature, often follow routinized and predictable interactional patterns. At the same time, some studies have observed that real-life interactions may show diverse patterns of practice beyond these routinized interaction patterns. However, such flexible interactional practices are often regarded as exceptions and have rarely been the central focus of systematic investigation. This study adopts a conversation analytic approach to examine food-ordering interactions at a family-style restaurant in Taiwan. 20 instances of food-ordering interactions were collected and transcribed by the researcher. The analysis focuses on two key dimensions: overall structural organization and sequence organization. The study first identifies the commonly recurring interactional formats in the data, then further analyzes interactional sequences that deviate from these formats. Through micro-level analysis, the study also aims to uncover how participants collaboratively construct the local context of interaction. In doing so, this study seeks to contribute to the understanding of restaurant service encounters, particularly addressing the underexplored area of flexibility and sequential variation in food-ordering interactions. In terms of overall structural organization, this study follows Heritage’s (2005) framework and identifies five activity stages across the data. Regarding sequence organization, the analysis is based on Kuroshima’s (2010) analytic framework and Schegloff’s (2007) model of sequence. First, a set of commonly recurring sequences is identified, followed by an investigation of how expansion sequences reflect the interactional principles of progressivity and intersubjectivity. The findings show that the sequence of “server question–customer response–server confirmation” constitutes one of the most common interaction patterns in food-ordering interactions in Taiwanese restaurants. In particular, the third turn (server confirmation) not only facilitates the progressivity of the sequence but also plays a crucial role in confirming the accurate transmission of order content. Furthermore, the analysis of expansion sequences reveals that when interactional problems occur, both servers and customers mobilize sequence organization as a conversational resource to collaboratively negotiate and resolve issues, thereby maintaining progressivity while securing mutual understanding.