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The realization of politeness through linguistic and non-linguistic features at service encounters / Alauyah Johari … [et al.]

This study examines the realization of politeness through linguistic as well as non- linguistic features at service encounters. 103 recordings were made at the public service counters and later transcribed for linguistic features of politeness. Field notes were also made during these recordings to a...

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Main Author: Johari, Alauyah
Format: Research Reports
Language:English
Published: 2007
Subjects:
Service industries
Success in business. Performance
Customer services. Customer relations
Online Access:http://ir.uitm.edu.my/id/eprint/45581/1/45581.pdf
http://ir.uitm.edu.my/id/eprint/45581/
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id my.uitm.ir.45581
record_format eprints
spelling my.uitm.ir.455812021-05-19T03:56:36Z http://ir.uitm.edu.my/id/eprint/45581/ The realization of politeness through linguistic and non-linguistic features at service encounters / Alauyah Johari … [et al.] Johari, Alauyah Service industries Success in business. Performance Customer services. Customer relations This study examines the realization of politeness through linguistic as well as non- linguistic features at service encounters. 103 recordings were made at the public service counters and later transcribed for linguistic features of politeness. Field notes were also made during these recordings to account for the non-linguistic features of politeness. The study revealed the absence of linguistic features such as address forms and language used in openings and closings. Improper address forms including kin terms were also detected. Most interactions took place without proper greetings in the openings. The closings were more positive. The customers thanked the service providers and received welcome notes from them. The lack of linguistic politeness however is complemented by the presence of non-linguistic politeness features such as eye contact and smiles. Overall these interactions seemed polite but much can be improved in terms of the realization of politeness through linguistic features. 2007-01 Research Reports NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/45581/1/45581.pdf ID45581 Johari, Alauyah (2007) The realization of politeness through linguistic and non-linguistic features at service encounters / Alauyah Johari … [et al.]. [Research Reports] (Unpublished)
institution Universiti Teknologi Mara
building Tun Abdul Razak Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Mara
content_source UiTM Institutional Repository
url_provider http://ir.uitm.edu.my/
language English
topic Service industries
Success in business. Performance
Customer services. Customer relations
spellingShingle Service industries
Success in business. Performance
Customer services. Customer relations
Johari, Alauyah
The realization of politeness through linguistic and non-linguistic features at service encounters / Alauyah Johari … [et al.]
description This study examines the realization of politeness through linguistic as well as non- linguistic features at service encounters. 103 recordings were made at the public service counters and later transcribed for linguistic features of politeness. Field notes were also made during these recordings to account for the non-linguistic features of politeness. The study revealed the absence of linguistic features such as address forms and language used in openings and closings. Improper address forms including kin terms were also detected. Most interactions took place without proper greetings in the openings. The closings were more positive. The customers thanked the service providers and received welcome notes from them. The lack of linguistic politeness however is complemented by the presence of non-linguistic politeness features such as eye contact and smiles. Overall these interactions seemed polite but much can be improved in terms of the realization of politeness through linguistic features.
format Research Reports
author Johari, Alauyah
author_facet Johari, Alauyah
author_sort Johari, Alauyah
title The realization of politeness through linguistic and non-linguistic features at service encounters / Alauyah Johari … [et al.]
title_short The realization of politeness through linguistic and non-linguistic features at service encounters / Alauyah Johari … [et al.]
title_full The realization of politeness through linguistic and non-linguistic features at service encounters / Alauyah Johari … [et al.]
title_fullStr The realization of politeness through linguistic and non-linguistic features at service encounters / Alauyah Johari … [et al.]
title_full_unstemmed The realization of politeness through linguistic and non-linguistic features at service encounters / Alauyah Johari … [et al.]
title_sort realization of politeness through linguistic and non-linguistic features at service encounters / alauyah johari … [et al.]
publishDate 2007
url http://ir.uitm.edu.my/id/eprint/45581/1/45581.pdf
http://ir.uitm.edu.my/id/eprint/45581/
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score 13.211869

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