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Openings and closings of telephone enquiries on hotel accomodation

The aim of the study is to examine the openings and closings of telephone enquiries on hotel accommodation in Kuching city. The objectives of the study were : (i) to examine the structure of the opening and closing of telephone enquiries on hotel accommodation; (ii) to examine...

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Main Author: Ngu,, Shing Yiing.
Format: Final Year Project Report
Language:English
Published: Universiti Malaysia Sarawak, UNIMAS 2008
Subjects:
P Philology. Linguistics
Online Access:http://ir.unimas.my/id/eprint/6760/7/NGU%20SHING%20YIING.pdf
http://ir.unimas.my/id/eprint/6760/
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spelling my.unimas.ir.67602024-01-23T09:04:41Z http://ir.unimas.my/id/eprint/6760/ Openings and closings of telephone enquiries on hotel accomodation Ngu,, Shing Yiing. P Philology. Linguistics The aim of the study is to examine the openings and closings of telephone enquiries on hotel accommodation in Kuching city. The objectives of the study were : (i) to examine the structure of the opening and closing of telephone enquiries on hotel accommodation; (ii) to examine language features characterizing openings and closings of hotel enquiries. Telephone conversations between the receptionists of 37 hote ls in Kuching and the researcher had been audio - recorded by using MP4. For the analysis of openings, Pallotti and Varcasia’s (2006) framework for analyzing opening sequence is greeting + identification + availability . As for closing, Colonel - Molina’s (1998 ) framework for analysis is preclosing + new topic initiation + recapitulation + leave taking. The findings revealed that the most common opening sequences are greeting (n=10); greeting + identification (n=10) shared by medium class hotels and budget hotel s. Opening sequence of greeting + identification + availability occurs in hotels with high rating (n=2). There are more openings for hotels with high rating in a conversation rather than medium class hotels and budget hotels because one receptionist switch es the customer to other receptionists. The most common closing sequences are preclosing + leave taking shared by hotels with different rating (n=33). The structure of opening sequence is more standardized than the closing sequence. Hotels with high rating used more formal language features or phrases such as “Thank you for calling” and “May I help you?”. However, the receptionists from budget hotels use not very formal language such as “hello” and “XXX” (hotel name) to greet the customers. As for closing, language features used are similar among hotels such as “Ok”, “Welcome”, “Thank you” and “Bye bye”. However, some receptionists from budget hotels use language features such as “ah” or “mmh” to close the conversation. The data for the study can be used as authentic material for English for Professional Purposes in future. Universiti Malaysia Sarawak, UNIMAS 2008 Final Year Project Report NonPeerReviewed text en http://ir.unimas.my/id/eprint/6760/7/NGU%20SHING%20YIING.pdf Ngu,, Shing Yiing. (2008) Openings and closings of telephone enquiries on hotel accomodation. [Final Year Project Report] (Unpublished)
institution Universiti Malaysia Sarawak
building Centre for Academic Information Services (CAIS)
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Malaysia Sarawak
content_source UNIMAS Institutional Repository
url_provider http://ir.unimas.my/
language English
topic P Philology. Linguistics
spellingShingle P Philology. Linguistics
Ngu,, Shing Yiing.
Openings and closings of telephone enquiries on hotel accomodation
description The aim of the study is to examine the openings and closings of telephone enquiries on hotel accommodation in Kuching city. The objectives of the study were : (i) to examine the structure of the opening and closing of telephone enquiries on hotel accommodation; (ii) to examine language features characterizing openings and closings of hotel enquiries. Telephone conversations between the receptionists of 37 hote ls in Kuching and the researcher had been audio - recorded by using MP4. For the analysis of openings, Pallotti and Varcasia’s (2006) framework for analyzing opening sequence is greeting + identification + availability . As for closing, Colonel - Molina’s (1998 ) framework for analysis is preclosing + new topic initiation + recapitulation + leave taking. The findings revealed that the most common opening sequences are greeting (n=10); greeting + identification (n=10) shared by medium class hotels and budget hotel s. Opening sequence of greeting + identification + availability occurs in hotels with high rating (n=2). There are more openings for hotels with high rating in a conversation rather than medium class hotels and budget hotels because one receptionist switch es the customer to other receptionists. The most common closing sequences are preclosing + leave taking shared by hotels with different rating (n=33). The structure of opening sequence is more standardized than the closing sequence. Hotels with high rating used more formal language features or phrases such as “Thank you for calling” and “May I help you?”. However, the receptionists from budget hotels use not very formal language such as “hello” and “XXX” (hotel name) to greet the customers. As for closing, language features used are similar among hotels such as “Ok”, “Welcome”, “Thank you” and “Bye bye”. However, some receptionists from budget hotels use language features such as “ah” or “mmh” to close the conversation. The data for the study can be used as authentic material for English for Professional Purposes in future.
format Final Year Project Report
author Ngu,, Shing Yiing.
author_facet Ngu,, Shing Yiing.
author_sort Ngu,, Shing Yiing.
title Openings and closings of telephone enquiries on hotel accomodation
title_short Openings and closings of telephone enquiries on hotel accomodation
title_full Openings and closings of telephone enquiries on hotel accomodation
title_fullStr Openings and closings of telephone enquiries on hotel accomodation
title_full_unstemmed Openings and closings of telephone enquiries on hotel accomodation
title_sort openings and closings of telephone enquiries on hotel accomodation
publisher Universiti Malaysia Sarawak, UNIMAS
publishDate 2008
url http://ir.unimas.my/id/eprint/6760/7/NGU%20SHING%20YIING.pdf
http://ir.unimas.my/id/eprint/6760/
_version_ 1789430256529047552
score 13.211869

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