Ordering encounters organized through artifact-mediated action: An interactional analysis of the use of order-call systems in restaurants

Abstract

This study aims to clarify how groups of university students collaboratively accomplish “order decisions” in restaurants equipped with a push-button ordering system (Belstar). While smartphone and tablet-based ordering systems have become mainstream, push-button systems are now less common. Nevertheless, pressing the button still constitutes an irreversible action once performed. Drawing on six video-recorded ordering scenes, this study focuses on participants’ utterances and embodied conduct immediately prior to pressing the Belstar button. The analysis reveals that confirmation utterances such as “Have you decided?” and “Shall we order?” were repeatedly exchanged before the button was pressed. In addition, utterances explicitly indicating an intention to press the button, as well as the manipulation of artifacts such as menus and pens, frequently appeared immediately beforehand. These interactions functioned as careful and collaborative adjustments among participants prior to carrying out an irreversible action. The findings suggest that the “time before pressing” is jointly constructed through talk and embodied coordination.