Apology strategies used by hotel management students in response to conflicts and challenges
Communication is deeply intertwined in the hotel industry. Besides providing services, one cannot imagine how the industry can thrive without communication as it plays a very vital in establishing and representing the success of a hotel. Therefore, a tactical approach in communication is importan...
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| Main Author: | |
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| Format: | Thesis |
| Language: | English English English |
| Published: |
2021
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| Subjects: | |
| Online Access: | http://eprints.uthm.edu.my/8290/2/24p%20NOOR%20SAIDATUL%20MAYA%20IBRAHIM.pdf http://eprints.uthm.edu.my/8290/1/NOOR%20SAIDATUL%20MAYA%20IBRAHIM%20COPYRIGHT%20DECLARATION.pdf http://eprints.uthm.edu.my/8290/3/NOOR%20SAIDATUL%20MAYA%20IBRAHIM%20WATERMARK.pdf http://eprints.uthm.edu.my/8290/ |
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| Summary: | Communication is deeply intertwined in the hotel industry. Besides providing
services, one cannot imagine how the industry can thrive without communication as
it plays a very vital in establishing and representing the success of a hotel. Therefore,
a tactical approach in communication is important to prevent further complaint or
guest dissatisfaction. Apology as politeness has received countless attention in
speech acts research as it is essential in human interaction. Lack of apology and
politeness awareness could lead to inappropriate apology and perceived as rude by
the hearer. Previously published research was conducted in several areas such as
hospital, novel and daily routine. As to fulfill the research gap, the researcher found
out it is vital for the researcher to carry out about apology strategies in the English
language used by Diploma Hotel Management students. The qualitative data were
collected through a discourse completion test (DCT) consisted of three severity of
offense variable (low, medium and high severity of offense) from 30 respondents
who currently undergoing practical training in a hotel in Klang Valley. Respondents
were given 30 minutes to complete the DCT. Apology strategies and politeness
strategies were used as a framework to analyse and interpret for apology strategy and
politeness strategies by using frequencies and percentage. Finding shows respondents
prefer to use numbers of apology strategies instead of only use “expression of regret”
apology strategies. In terms of politeness, respondents used both negative and
positive politeness as to maintain harmony to the guest and results also showed the
severity of offense plays an important role in the choices of apology strategies. The
findings of this research might be helpful and significance to hotel industries,
educators, teachers, students and those who are interested in pragmatics in general
and apology act in specific. |
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