King’s College London
King’s Business School
Coversheet for submission of coursework
(Undergraduate)
Complete all sections of this form and ensure it is the first page of the document you submit.
Please do not write your name in assignment.
Word count, which should be calculated electronically, must be stated accurately below.
For details of what is included in the word count, and penalties incurred by exceeding the word
count limit, please consult the coursework submission policy in the relevant programme handbook.
DECLARATION BY STUDENT
This assignment is entirely my own work. Quotations from secondary literature are indicated by the
use of inverted commas around ALL such quotations AND by reference in the text or notes to the
author concerned. ALL primary and secondary literature used in this piece of work is indicated in
the bibliography placed at the end, and dependence upon ANY source used is indicated at the
appropriate point in the text. I confirm that no sources have been used other than those stated.
I understand what is meant by plagiarism and have signed at enrolment the declaration
concerning the avoidance of plagiarism.
I understand that plagiarism is a serious examinations offence that may result in disciplinary
action being taken.
I understand that I must submit work BEFORE the deadline, and that failure to do so will
result in capped marks.
Candidate (This is a letter followed by five digits,
Z 1 9 6 5 9
no. and can be found on Student Records)
Your assignment may be used as a resource for tutors and for
other students to refer to in future. If selected, your assignment will
For group be presented anonymously and may include the tutor’s comments
work only: and the specific grade awarded. Agreement for this is optional and
Candidate will not affect your grade.
no. of ALL Do you consent to your assignment being used in this way?
group Please put a tick (✓) next to the appropriate box below.
members
YES □✓ NO □
Module Title: Organisational Research Methods
Module Code:
5SSMN240
(e.g. 4SSMN137)
Assignment (e.g. coursework
Individual Coursework
1 / group coursework etc.):
Essay Title (where How does an employee achieve a successful interaction with a
applicable): customer in the context of a delicatessen?
Module Leader: Dr Neil Lambert
, Deadline: Tuesday 23rd April am
Word Count: 3496 words
How does an employee achieve a successful interaction with a customer in the context of
a delicatessen?
Introduction (414 words)
One of the key characteristic that defines the 21st century is speed. Our daily lives are
defined by the need to do as much as we can in the least time possible. Whether it is as a
student, employee, self-employed or parent, people try to find ways to simplify the tasks that
hamper and slow down their daily duties. One of the most significant developments in recent
years has been the growth of “delis”, which is the shortcut for the word delicatessen. This
refers to a specific type of restaurant where most food is pre-cooked, allowing clients to
walk-in, choose and purchase in a matter of minutes. Delis in London are located in key areas
- usually working and studying areas, where people do not have time to sit down and wait for
their food to arrive. They need a quick solution that allows them to enjoy a meal in their short
30-minute lunch breaks.
This study was conducted through detailed observation of interactions occurring in one of the
most visited vegan delis in London - Deliciously Ella. The popularity of this deli arises from
the fact that its idea was developed by a young entrepreneur, Ella Mills, who was trying to
heal herself through a switch from processed foods to vegan, organic and unprocessed foods
(Glascott, 2019). I chose this study because I have always grown an interest in the subtleties
behind first approaches in the service industry.
Goffman (1963) argues in his work, “Behaviour in Public Places”, that salutations and small
talk are often used to establish or prolong communication, as well as to “attract the attention
of the interlocutor, or to confirm his continued attention” (Goffman, 1963, p.99). However, in
this study, I will be focusing not only on verbal interaction but also on the use of non-verbal
signs to initiate, decline, prolong or end communication. These are not only an initiating
mechanism as sometimes depicted, since they are used throughout the interaction, in
combination with verbal language, to keep the customer engaged (Cary, 1978). Furthermore,
I will explore an instance where, when faced with a group order, the use of gaze can be
limiting, and there needs to be an addition of more complex forms of non-verbal
communication as well as verbal ones. Through the analysis of observed scenes, the
importance of gaze and body language, as well as verbal interaction will be conveyed.
Method and method limitations will also be explored.
King’s Business School
Coversheet for submission of coursework
(Undergraduate)
Complete all sections of this form and ensure it is the first page of the document you submit.
Please do not write your name in assignment.
Word count, which should be calculated electronically, must be stated accurately below.
For details of what is included in the word count, and penalties incurred by exceeding the word
count limit, please consult the coursework submission policy in the relevant programme handbook.
DECLARATION BY STUDENT
This assignment is entirely my own work. Quotations from secondary literature are indicated by the
use of inverted commas around ALL such quotations AND by reference in the text or notes to the
author concerned. ALL primary and secondary literature used in this piece of work is indicated in
the bibliography placed at the end, and dependence upon ANY source used is indicated at the
appropriate point in the text. I confirm that no sources have been used other than those stated.
I understand what is meant by plagiarism and have signed at enrolment the declaration
concerning the avoidance of plagiarism.
I understand that plagiarism is a serious examinations offence that may result in disciplinary
action being taken.
I understand that I must submit work BEFORE the deadline, and that failure to do so will
result in capped marks.
Candidate (This is a letter followed by five digits,
Z 1 9 6 5 9
no. and can be found on Student Records)
Your assignment may be used as a resource for tutors and for
other students to refer to in future. If selected, your assignment will
For group be presented anonymously and may include the tutor’s comments
work only: and the specific grade awarded. Agreement for this is optional and
Candidate will not affect your grade.
no. of ALL Do you consent to your assignment being used in this way?
group Please put a tick (✓) next to the appropriate box below.
members
YES □✓ NO □
Module Title: Organisational Research Methods
Module Code:
5SSMN240
(e.g. 4SSMN137)
Assignment (e.g. coursework
Individual Coursework
1 / group coursework etc.):
Essay Title (where How does an employee achieve a successful interaction with a
applicable): customer in the context of a delicatessen?
Module Leader: Dr Neil Lambert
, Deadline: Tuesday 23rd April am
Word Count: 3496 words
How does an employee achieve a successful interaction with a customer in the context of
a delicatessen?
Introduction (414 words)
One of the key characteristic that defines the 21st century is speed. Our daily lives are
defined by the need to do as much as we can in the least time possible. Whether it is as a
student, employee, self-employed or parent, people try to find ways to simplify the tasks that
hamper and slow down their daily duties. One of the most significant developments in recent
years has been the growth of “delis”, which is the shortcut for the word delicatessen. This
refers to a specific type of restaurant where most food is pre-cooked, allowing clients to
walk-in, choose and purchase in a matter of minutes. Delis in London are located in key areas
- usually working and studying areas, where people do not have time to sit down and wait for
their food to arrive. They need a quick solution that allows them to enjoy a meal in their short
30-minute lunch breaks.
This study was conducted through detailed observation of interactions occurring in one of the
most visited vegan delis in London - Deliciously Ella. The popularity of this deli arises from
the fact that its idea was developed by a young entrepreneur, Ella Mills, who was trying to
heal herself through a switch from processed foods to vegan, organic and unprocessed foods
(Glascott, 2019). I chose this study because I have always grown an interest in the subtleties
behind first approaches in the service industry.
Goffman (1963) argues in his work, “Behaviour in Public Places”, that salutations and small
talk are often used to establish or prolong communication, as well as to “attract the attention
of the interlocutor, or to confirm his continued attention” (Goffman, 1963, p.99). However, in
this study, I will be focusing not only on verbal interaction but also on the use of non-verbal
signs to initiate, decline, prolong or end communication. These are not only an initiating
mechanism as sometimes depicted, since they are used throughout the interaction, in
combination with verbal language, to keep the customer engaged (Cary, 1978). Furthermore,
I will explore an instance where, when faced with a group order, the use of gaze can be
limiting, and there needs to be an addition of more complex forms of non-verbal
communication as well as verbal ones. Through the analysis of observed scenes, the
importance of gaze and body language, as well as verbal interaction will be conveyed.
Method and method limitations will also be explored.
