THE APOLOGY STRATEGIES USED BY A BUDGET HOTEL FRONT OFFICERS IN HANDLING CUSTOMER COMPLAINTS

Authors

  • Vivere Talo English Department, Faculty of Letters, Petra Christian University, Surabaya, Indonesia
  • Josefa J. Mardijono English Department, Faculty of Letters, Petra Christian University, Surabaya, Indonesia

DOI:

https://doi.org/10.9744/katakita.3.3.1-8

Keywords:

Perusahaan keluarga, perencanaan suksesi, suksesor

Abstract

This study focused on the use of apology strategies used by female and male front officers to reveal the types of apology strategies used and to reveal the similarities and differences between female and male front officers’ way of apologizing in handling customer complaints. The types of apology strategies showed that both female and male front officers combined all three apology strategies which are IFIDs, Account and Positive Politeness Apology Strategies. Besides, the order of their use of apology strategies were also varied. However, the female front officers had more Positive politeness apology strategies when responding to complaints with attacks and the male front officer did not use Account strategy when handling customer complaints without attacks. Finally, it can be concluded that types of complaint play a more important role than gender factor in the use of apology strategies by these female and male front officers. 

Author Biographies

Vivere Talo, English Department, Faculty of Letters, Petra Christian University, Surabaya, Indonesia

English Department, Faculty of Letters, Petra Christian University, Surabaya, Indonesia

Josefa J. Mardijono, English Department, Faculty of Letters, Petra Christian University, Surabaya, Indonesia

English Department, Faculty of Letters, Petra Christian University, Surabaya, Indonesia

References

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Coulmas, F. (2005). Sociolingusitics the study of speaker’s choices. Cambridge:

University Press.

Dörnyei, Z. (2007). Research methods in applied linguistics: Quantitative, qualitative, and mixed methodologies. Oxford: Oxford University Press

Kotler, P., & Armstrong, G (2004). Principles of marketing (10th ed.). Upper Saddle River, NJ: Pearson Education, Inc.

Ogierman, E. (2009) On apologising in negative and positive politeness cultures. Philadelphia:John Benjamins.

Trosborg, D. (1987). Journal of pragmatics. Apology Strategies in native/nonnative 147-167. North Holland.

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Issue

Vol. 3 No. 3 (2015)

Section

Articles

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