Complaining strategies between customers and bank's staffs - Digital Collection of Petra Christian University

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

Keyword
complaining strategies, customer, bank staffs, discourse completion test, keeping silent

Category
s1 - Skripsi/Undergraduate Thesis (Program Studi Sastra Inggris S-1)

Rights
Undergraduate Thesis No. 852; Ruli Junita (11496079)
The resource(s) is/are owned by the Creator/Contributor.Reproduction & distribution for non-commercial purposes is permitted provided that the credit for the Creator/Contributor and the source are explicitly stated,and no alteration are made

FILE(s)