A STUDY ON PRAGMATIC FEATURES IN ENGLISH RESPONSES TO NEGATIVE FEEDBACK OF CUSTOMERS IN HOSPTALITY

This study aims at analyzing pragmatic features in English responses by hospitality businesses to negative feedback of customers. The investigation follows two theories which are Brown & Levison’s (1987) politeness theory and Leech’s (1983) politeness principle. The data of the study was retriev...

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Auteur principal:	Nguyen Thanh Binh
Autres auteurs:	ThS. Phạm Thị Ca Dao
Format:	sinhviennckh
Langue:	Vietnamese
Publié:	Trường Đại học Ngoại ngữ, Đại học Đà Nẵng 2024
Sujets:	response negative feedback online complaint complaint hospitality pragmatic features politeness principle politeness strategy
Accès en ligne:	https://data.ufl.udn.vn/handle/UFL/945
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Thư viện lưu trữ:	Trường Đại học Ngoại ngữ - Đại học Đà Nẵng

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spelling	oai:data.ufl.udn.vn:UFL-9452025-05-16T09:17:50Z A STUDY ON PRAGMATIC FEATURES IN ENGLISH RESPONSES TO NEGATIVE FEEDBACK OF CUSTOMERS IN HOSPTALITY SVNCKH2021-055 Nguyen Thanh Binh ThS. Phạm Thị Ca Dao response negative feedback online complaint complaint hospitality pragmatic features politeness principle politeness strategy This study aims at analyzing pragmatic features in English responses by hospitality businesses to negative feedback of customers. The investigation follows two theories which are Brown & Levison’s (1987) politeness theory and Leech’s (1983) politeness principle. The data of the study was retrieved from Tripadvisor, including 150 responses from the top 50 hotels in the USA and was carried out through both qualitative and quantitative analysis. Firstly, six types of Leech’s (1983) maxims were examined; these consist of tact maxim, generosity maxim, approbation maxim, modesty maxim, agreement maxim and sympathy maxim. After which, four kinds of politeness strategies of Brown & Levinson (1987) including bald on strategy, positive politeness, negative politeness and off record strategy were surveyed. The findings of the study will be beneficial for teachers and students who want to gain a more genuine insight into pragmatic features in English responses by hospitality businesses to negative feedback of customers, as well as for those looking for an effective and professional way to write an English response to negative feedback of customers, especially in the hospitality industry. 2024-11-09T10:42:03Z 2024-11-09T10:42:03Z 2021 sinhviennckh https://data.ufl.udn.vn/handle/UFL/945 vi application/pdf Trường Đại học Ngoại ngữ, Đại học Đà Nẵng
institution	Trường Đại học Ngoại ngữ - Đại học Đà Nẵng
collection	DSpace
language	Vietnamese
topic	response negative feedback online complaint complaint hospitality pragmatic features politeness principle politeness strategy
spellingShingle	response negative feedback online complaint complaint hospitality pragmatic features politeness principle politeness strategy Nguyen Thanh Binh A STUDY ON PRAGMATIC FEATURES IN ENGLISH RESPONSES TO NEGATIVE FEEDBACK OF CUSTOMERS IN HOSPTALITY
description	This study aims at analyzing pragmatic features in English responses by hospitality businesses to negative feedback of customers. The investigation follows two theories which are Brown & Levison’s (1987) politeness theory and Leech’s (1983) politeness principle. The data of the study was retrieved from Tripadvisor, including 150 responses from the top 50 hotels in the USA and was carried out through both qualitative and quantitative analysis. Firstly, six types of Leech’s (1983) maxims were examined; these consist of tact maxim, generosity maxim, approbation maxim, modesty maxim, agreement maxim and sympathy maxim. After which, four kinds of politeness strategies of Brown & Levinson (1987) including bald on strategy, positive politeness, negative politeness and off record strategy were surveyed. The findings of the study will be beneficial for teachers and students who want to gain a more genuine insight into pragmatic features in English responses by hospitality businesses to negative feedback of customers, as well as for those looking for an effective and professional way to write an English response to negative feedback of customers, especially in the hospitality industry.
author2	ThS. Phạm Thị Ca Dao
author_facet	ThS. Phạm Thị Ca Dao Nguyen Thanh Binh
format	sinhviennckh
author	Nguyen Thanh Binh
author_sort	Nguyen Thanh Binh
title	A STUDY ON PRAGMATIC FEATURES IN ENGLISH RESPONSES TO NEGATIVE FEEDBACK OF CUSTOMERS IN HOSPTALITY
title_short	A STUDY ON PRAGMATIC FEATURES IN ENGLISH RESPONSES TO NEGATIVE FEEDBACK OF CUSTOMERS IN HOSPTALITY
title_full	A STUDY ON PRAGMATIC FEATURES IN ENGLISH RESPONSES TO NEGATIVE FEEDBACK OF CUSTOMERS IN HOSPTALITY
title_fullStr	A STUDY ON PRAGMATIC FEATURES IN ENGLISH RESPONSES TO NEGATIVE FEEDBACK OF CUSTOMERS IN HOSPTALITY
title_full_unstemmed	A STUDY ON PRAGMATIC FEATURES IN ENGLISH RESPONSES TO NEGATIVE FEEDBACK OF CUSTOMERS IN HOSPTALITY
title_sort	study on pragmatic features in english responses to negative feedback of customers in hosptality
publisher	Trường Đại học Ngoại ngữ, Đại học Đà Nẵng
publishDate	2024
url	https://data.ufl.udn.vn/handle/UFL/945
_version_	1848489634440413184

A STUDY ON PRAGMATIC FEATURES IN ENGLISH RESPONSES TO NEGATIVE FEEDBACK OF CUSTOMERS IN HOSPTALITY

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