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A contrastive study of categories of complaints of Malaysian and American customers on facebook / Siti Aishah Mohd Rosdy

Studies of customer complaints are associated with the identification and analysis of all aspects involved in the customer response to a product or a service failure which brings about the feeling of dissatisfaction. The act of complaining can be defined as the way to express feelings of discontentm...

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Main Author: Siti Aishah, Mohd Rosdy
Format: Thesis
Published: 2017
Subjects:
P Philology. Linguistics
Online Access:http://studentsrepo.um.edu.my/7730/1/All.pdf
http://studentsrepo.um.edu.my/7730/5/Siti_Aishah_Mohd_Rosdy_%E2%80%93_Dissertation.pdf
http://studentsrepo.um.edu.my/7730/
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spelling my.um.stud.77302019-05-15T23:50:44Z A contrastive study of categories of complaints of Malaysian and American customers on facebook / Siti Aishah Mohd Rosdy Siti Aishah, Mohd Rosdy P Philology. Linguistics Studies of customer complaints are associated with the identification and analysis of all aspects involved in the customer response to a product or a service failure which brings about the feeling of dissatisfaction. The act of complaining can be defined as the way to express feelings of discontentment about something. This study, conducted on Malaysian and American customers is a cross-cultural pragmatic study of the speech act of online complaints. Data for this study is gathered from the most visited social-networking site, Facebook. The study intends to look at the significant differences in the expression of online complaints as realized by Malaysian and American Facebook users (customers). Using the taxonomy of complaint categories proposed by Olshtain and Weinbach (1987) and House and Kasper’s (1981) taxonomy of directness level, the complaint categories and level of directness of the online customer complaints are examined in this study. Findings show that there are similarities and differences in the realizations of online complaints by Malaysians and Americans. Americans tend to produce complaints which are longer in words as compared to Malaysians. Apart from that, American customers are found to be more direct than Malaysian customers in communicating their online complaints. Both Malaysian and American customers do not only use the modality markers to mitigate their complaints but they also use these linguistic markers to increase the impact of the complaint towards the complainee. 2017-06 Thesis NonPeerReviewed application/pdf http://studentsrepo.um.edu.my/7730/1/All.pdf application/pdf http://studentsrepo.um.edu.my/7730/5/Siti_Aishah_Mohd_Rosdy_%E2%80%93_Dissertation.pdf Siti Aishah, Mohd Rosdy (2017) A contrastive study of categories of complaints of Malaysian and American customers on facebook / Siti Aishah Mohd Rosdy. Masters thesis, University of Malaya. http://studentsrepo.um.edu.my/7730/
institution Universiti Malaya
building UM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Malaya
content_source UM Student Repository
url_provider http://studentsrepo.um.edu.my/
topic P Philology. Linguistics
spellingShingle P Philology. Linguistics
Siti Aishah, Mohd Rosdy
A contrastive study of categories of complaints of Malaysian and American customers on facebook / Siti Aishah Mohd Rosdy
description Studies of customer complaints are associated with the identification and analysis of all aspects involved in the customer response to a product or a service failure which brings about the feeling of dissatisfaction. The act of complaining can be defined as the way to express feelings of discontentment about something. This study, conducted on Malaysian and American customers is a cross-cultural pragmatic study of the speech act of online complaints. Data for this study is gathered from the most visited social-networking site, Facebook. The study intends to look at the significant differences in the expression of online complaints as realized by Malaysian and American Facebook users (customers). Using the taxonomy of complaint categories proposed by Olshtain and Weinbach (1987) and House and Kasper’s (1981) taxonomy of directness level, the complaint categories and level of directness of the online customer complaints are examined in this study. Findings show that there are similarities and differences in the realizations of online complaints by Malaysians and Americans. Americans tend to produce complaints which are longer in words as compared to Malaysians. Apart from that, American customers are found to be more direct than Malaysian customers in communicating their online complaints. Both Malaysian and American customers do not only use the modality markers to mitigate their complaints but they also use these linguistic markers to increase the impact of the complaint towards the complainee.
format Thesis
author Siti Aishah, Mohd Rosdy
author_facet Siti Aishah, Mohd Rosdy
author_sort Siti Aishah, Mohd Rosdy
title A contrastive study of categories of complaints of Malaysian and American customers on facebook / Siti Aishah Mohd Rosdy
title_short A contrastive study of categories of complaints of Malaysian and American customers on facebook / Siti Aishah Mohd Rosdy
title_full A contrastive study of categories of complaints of Malaysian and American customers on facebook / Siti Aishah Mohd Rosdy
title_fullStr A contrastive study of categories of complaints of Malaysian and American customers on facebook / Siti Aishah Mohd Rosdy
title_full_unstemmed A contrastive study of categories of complaints of Malaysian and American customers on facebook / Siti Aishah Mohd Rosdy
title_sort contrastive study of categories of complaints of malaysian and american customers on facebook / siti aishah mohd rosdy
publishDate 2017
url http://studentsrepo.um.edu.my/7730/1/All.pdf
http://studentsrepo.um.edu.my/7730/5/Siti_Aishah_Mohd_Rosdy_%E2%80%93_Dissertation.pdf
http://studentsrepo.um.edu.my/7730/
_version_ 1738506055902560256
score 13.211869

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