THE APOLOGY STRATEGIES USED BY CUSTOMER SERVICE OFFICERS OF A LOCAL BANK IN SURABAYA

Authors

  • Amelia Ruth English Department, Faculty of Letters, Petra Christian University, Surabaya, Indonesia
  • Esther H Kuntjara English Department, Faculty of Letters, Petra Christian University, Surabaya, Indonesia

DOI:

https://doi.org/10.9744/katakita.4.2.73-79

Keywords:

Beban Kerja, Penentuan, Karyawan, Full Time Equivalent.

Abstract

In this study, the writer observed the apology strategies used by ten customer service officers of a local bank. The writer wants to find out what types of apology strategies are used by customer service officers of the local bank. The theory of apology strategy by Trosborg (1995) was used as the main theory of this research. The writer used a qualitative approach. The data were taken by recording interviews with ten customer service officers of the local bank. Then, the writer analyzed the conversation produced by these respondents. The result of the analysis, the local bank used twelve types of apology strategies. Next, the writer found the mostly used apology strategy the customer service officers employed is Repair Strategy. Overall, it  was found that the customer service officers of the local bank used eight types of apology strategies and they did not use one type of apology strategy that is Promise of Forbearance

References

Blum-Kulka, S , House, J. Kasper, F. (1989). Cross Cultural Pragmatics Request and Apologies (Advance in Discourse Processes), voL. 31. Norwood:Ablex Pub.

Dörnyei, Z. (2007). Research Methods in Applied Linguistics : Quantitative, Qualitative and Mixed Methodology. Oxford.

Trosborg, A. (1995). Interlanguage pragmatics: requests, complaints and apologies.Berlin: Mouton de Gruyter.

Pratatiwulan, A. (2006). A Study of Apology Strategies used on telephone conversation by male and female call center agents in Telkom 147 Surabaya. (TA No. 02011500). Unpublished undergraduated thesis, Petra Christian University, Surabaya.

Walesa, W. (2002). The Apology Strategies used by Female Shop Assistants of Optician Stores at Tunjungan Plaza and at Pasar Turi based on Social Class. (TA No. 02011704). Unpublished undergraduated thesis, Petra Christian University, Surabaya.

Handayani, D. (2006). The Analysis of apology strategies used by the customer service officers of Mandiri Bank and Mega Bank in Surabaya. (TA No. 02012042). Unpublished undergraduated thesis, Petra Christian University, Surabaya.

Downloads

Issue

Vol. 4 No. 2 (2016)

Section

Articles

License

Authors who publish with this journal agree to the following terms:

    1. Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal. 
    2. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal. 
    3. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).