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

Johari, Alauyah (2007) The realization of politeness through linguistic and non-linguistic features at service encounters / Alauyah Johari … [et al.]. [Research Reports] (Unpublished)

Abstract

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.

Metadata

Item Type: Research Reports
Creators:
Creators
Email / ID Num.
Johari, Alauyah
UNSPECIFIED
Subjects: H Social Sciences > HD Industries. Land use. Labor > Service industries
H Social Sciences > HF Commerce > Success in business. Performance
H Social Sciences > HF Commerce > Customer services. Customer relations
Divisions: Universiti Teknologi MARA, Kedah > Sg Petani Campus > Research Management Institute (RMI), UiTM Cawangan Kedah
Keywords: linguistic; politeness; eye contact; smiles
Date: January 2007
URI: https://ir.uitm.edu.my/id/eprint/45581
Edit Item
Edit Item

Download

[thumbnail of 45581.pdf] Text
45581.pdf

Download (77kB)

Fulltext

Fulltext is available at:
  • Bilik Koleksi Akses Terhad | Kampus Sg Petani, Kedah

ID Number

45581

Indexing

|

Statistic

Statistic details