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Complaining strategies between customers and bank's staffs

Junita, Ruli (2001) Complaining strategies between customers and bank's staffs. Bachelor thesis, Petra Christian University.

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Abstract

This study investigates complaining utterances which are used by both male and female customers and bank's staffs in expressing complaint. It is aimed to find the differences between male and female customers in expressing their unsatisfied feeling. Based on data elicited from 7 male and 7 female respondents by using discourse completion test. From the functions, it is noted that male customers are likely to used the function of 'expressing disappointment' while female customers are likely to used the function of 'reporting'. From the strategy, it is noted that male and female respondents are likely to used 'sympathetic advise/warning'. The theory which is used in this study is politeness strategies. There are three possible strategies to make a complaint. First strategy is keeping silent, second strategy is using on record without redressive action, third strategy is using on record with redressive action, including, positive politeness, and negative politeness

Item Type: Thesis (Bachelor)
Uncontrolled Keywords: complaining strategies, customer, bank staffs, discourse completion test, keeping silent
Subjects: UNSPECIFIED
Divisions: UNSPECIFIED
Depositing User: Admin
Date Deposited: 23 Mar 2011 18:48
Last Modified: 31 Mar 2011 11:28
URI: http://repository.petra.ac.id/id/eprint/3373

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