Analyzing Complaint Letters
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초록
This study is designed to linguistically analyze the complaint letters sent by hotel guests with two intended aspects; by studying authentic correspondence to establish baseline(s) from which students can be expected to improve their ability of writing the appropriate letters of reply to their guests, and by applying a model of pragmatic politeness to written texts for tourism students to use in controling their own writing in the context of intercultural communication. The purpose of this study is to analyze how complaint is realized in the sequences of speech acts within one written text and attempts to explain how politeness strategies determine both the overall "strength" of the complaint and the sequential order of the individual speech acts. This study has found out that the analysis of a small corpus of complaint letters reveals that three speech acts – complaints, grounders (justifications), and requests – realize the speech acts of complaint, grounder and request that are also the three main elements in the genre of written complaints. There are two main levels involved in articulating a complaint. Firstly, there will be a global speech act which represents the overall purpose and strength of the complaint. Secondly, there will be a sequence of local speech acts that will serve to give expression to the global complaint and determine its elocutionary force.
Abstract
This study is designed to linguistically analyze the complaint letters sent by hotel guests with two intended aspects; by studying authentic correspondence to establish baseline(s) from which students can be expected to improve their ability of writing the appropriate letters of reply to their guests, and by applying a model of pragmatic politeness to written texts for tourism students to use in controling their own writing in the context of intercultural communication. The purpose of this study is to analyze how complaint is realized in the sequences of speech acts within one written text and attempts to explain how politeness strategies determine both the overall "strength" of the complaint and the sequential order of the individual speech acts. This study has found out that the analysis of a small corpus of complaint letters reveals that three speech acts – complaints, grounders (justifications), and requests – realize the speech acts of complaint, grounder and request that are also the three main elements in the genre of written complaints. There are two main levels involved in articulating a complaint. Firstly, there will be a global speech act which represents the overall purpose and strength of the complaint. Secondly, there will be a sequence of local speech acts that will serve to give expression to the global complaint and determine its elocutionary force.
참고문헌 (9)
- An, Ock Mo, "Dealing with hotel guest complaints" (2003), Samji
- 김덕영, "A Study of Complaint Strategies for EFL College Learners", 현대영어교육, 9(2), pp.58~70 (2008), 현대영어교육학회
- Blum-Kulka, S., "Cross-cultural pragmatics" (1989), Ablex
- Blum-Kulka, S., "Too many words: Length of utterance and pragmatic failure", Studies in Second Language Acquisition, 8, pp.165~179 (1986)
- Brown, P., "Universals in language usage: Politeness phenomena (3rd ed)" (1988), Cambridge University Press
- Kasper, G., "Pragmatics in language teaching In: Pragmatics in language teaching" (2001), Cambridge University Press
- Lachenich, K., "Analyzing letters", The ESP Journal, 7, pp.173~192 (1989)
- Murphy, B., "My grade's too low: The speech act set of complaining In: Speech acts across cultures: Challenges to communication in a second language", pp.191~226 (1996), Mouton de Gruyter
- Svendsen, C., "Identifying English for the job: Examples for health care occupations", The ESP Journal, 3, pp.153~164 (1984)