The realization of politeness through linguistic and non-linguistic features at service encounters / Alauyah Johari … [et al.]

This study examines the realization of politeness through linguistic as well as non- linguistic features at service encounters. 103 recordings were made at the public service counters and later transcribed for linguistic features of politeness. Field notes were also made during these recordings to account for the non-linguistic features of politeness. The study revealed the absence of linguistic features such as address forms and language used in openings and closings. Improper address forms including kin terms were also detected. Most interactions took place without proper greetings in the openings. The closings were more positive. The customers thanked the service providers and received welcome notes from them. The lack of linguistic politeness however is complemented by the presence of non-linguistic politeness features such as eye contact and smiles. Overall these interactions seemed polite but much can be improved in terms of the realization of politeness through linguistic features.