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Studies on service encounters have thrown light on the diverse dimensions that can be distinguished in participants' talk in these situations, especially a “transactional dimension” and a “relational dimension”. In this paper, we examine an interactional activity frequently observed in Syrian service encounters, which seems to blur this distinction. Participants engage in this activity when the customer's request cannot be complied: the customer then begins to insist for getting the product or the service of which the seller has stated the unavailability. For a while, participants thus develop their interaction through re-uttering the request and re-stating that it cannot be complied. The paper proposes a detailed analysis of the step-by-step unfolding of this activity, out of which a discussion on its function in interaction is carried out.

Insisting: a goal-oriented or a chatting interactional practice? One aspect of Syrian service encounters