Language of Complaints (Direct And Indirect Hotel Guest Complaint)  

Oleh:

Puksi, Faisal F. ; Wahyuni, Retno Budi

Jenis: Article from Proceeding
Dalam koleksi: The 62st TEFLIN International Conference: Teaching and Assessing L2 Learners in the 21st Century, Denpasar, 14-16th September 2015, Book 1, page 107-115.
Topik: speech act; direct; indirect; complain; hotel
Fulltext: hal 107.pdf (17.0MB)

Isi artikel

Complaint is intrinsically an abusive act which tends to offend the complainees. There are two ways in complaining, direct and indirect. These two ways of complain can deliver different consequences. This study aims to describe hotel guest direct and indirect complaint and compare it. This study is a qualitative research with descriptive method. The source for data analysis obtained from observation and interview techniques for direct complaint and documentation techniques for indirect complaint. In this study, 25 direct speech act of complaints and 25 indirect speech act of complaints was gathered to gain the insight about complaint. Classification related with hotel context shows that the direct complaint has 5 Mechanical Complaints, 4 Service Related Problems, and 16 Unusual Complaints, without any Attitudinal Complaint. The direct speech act of complaint from purposes of hotel guest also shows that all data can be classified into Directive Speech Act. On the other hand, classification related with hotel context shows that the indirect complaint has 20 Mechanical Complaints, 2 Attitudinal Complaints, 1 Service Related Problem, and 2 Unusual Complaints. In terms of speakers’ purposes, the entire indirect complaint in this study is the expressive speech acts. The findings show that there are significant difference between direct complaint and indirect complaint.

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