A Study of apology strategies used on telephone conversation by male and female call center agents in Telkom 147 Surabaya - Digital Collection of Petra Christian University

This thesis is a study about apology strategy produced by male and female
call center agents at PT. Telkom Surabaya. In order to analyze the data, the writer
uses descriptive quantitative and sociolinguistics approach. In this study, the writer is
trying to figure out the differences between male and female call center agents in
using apology strategies responding to the customers? complaints. Furthermore, the
writer also describes the possible factors that underlie the differences. Then she also
determines whether conversations between the same and opposite sex influenced the
use of apology strategies. Hence, the data are taken from the real conversation
between call center agents and the customers. To interpret the findings, the writer
classified the conversations based on gender differences and analyze them using
Anna Trosborg?s theory of apology strategies. From the interpretation and conclusion
of the analysis show that all strategies formulated by Trosborg appear in the
responses of female call center agents. It indicates that female tend to be more
cooperative in explaining the problem than male. Moreover, male agents prefer to use
Strategy 8 ? Offer of repair to compensate the damage than Strategy 6 ? Concern for
hearer to show concern for male complainers. Yet the male call center agents would
not also hesitate using Strategy 6 ? Concern for hearer to show concern and Strategy
3 ? Explanation or account to give further explanations towards female customers.
While male call center agents only produce fewer utterances, female call center
agents prefer to use Strategy 3 ? Explanation or account as much as Strategy 2 ?
Minimizing towards both male and female customers. Therefore the writer concludes
that apology strategy is significant factor in the society as a remedial interchange that
serves public order.

Contributor
• (88-011) Ester Harijanti Kuntjara
• (79-009) Lisa Setiawati

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

Rights
Undergraduate Thesis No. 02011500/ING/2006; Asandhyasari Pratitawulan (11400059)
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

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