Contents -- Acknowledgements -- List of Figures, Tables and Charts -- List of Contributors -- About the Editors -- Part 1 Merging Communication Studies and Business -- Introduction to Part 1 -- Chapter 1 Service Encounters and Communication: Why a Multidisciplinary Approach? -- Part 2 Online Service Encounters -- Introduction to Part 2 -- Chapter 2 Setting the Linguistics Research Agenda for the E-service Encounters Genre: Natively Digital versus Digitized Perspectives -- Chapter 3 Address Forms and Relational Work in E-commerce: The Case of Service Encounter Interactions in MercadoLibre Ecuador -- Chapter 4 The Genre of Web-Mediated Service Encounters in Not-for-Profit Organizations: Cross-Cultural Study -- Part 3 Interpersonal Communication in Small Businesses -- Introduction to Part 3 -- Chapter 5 Customer Perceptions of Politeness as a Differentiating Element in Spanish Restaurants Encounters -- Chapter 6 Pragmatic Variation in the Performance of Requests: A Comparative Study of Service Encounters in Valencia and Granada (Spain) -- Part 4 The Influence of Cultural Dimensions on Service Encounters -- Introduction to Part 4 -- Chapter 7 The Impact of Cultural Dimensions on the Engagement Markers of Spanish, British and US Toy Selling Websites -- Chapter 8 The Evolution of Communication with Foreign Population in Medical Settings in Spain -- Part 5 Beyond Service Encounter Interactions -- Introduction to Part 5 -- Chapter 9 Service Encounters in the Natural World: Bringing Children Along -- Chapter 10 The Role of Nonverbal Communication in Service Encounters -- Chapter 11 Seeking Attention: Testing a Model of Initiating Service Interactions -- Index.