Exploring Apology Strategies Used By Tourism Students in Handling Complaint Situations  

Oleh:

Sopian, Tatang

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 233-240.
Topik: apology strategy; complaint; hospitality services; speech act.
Fulltext: hal 233.pdf (16.58MB)

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I was surprised to find out that almost every students believe that “I do apologize” is the magic formulae to overcome any complaint problems in hospitality services. On the other hand, I am sure that hospitality business requires it staffs to act naturally and promptly in delivering its services. This includes the staff’s verbal ability, for example in handling complaint situations. This research aims to identify and describe apology strategies used by tourism students in complaint handling situations and to see whether the students who come from different regions choose different apology strategies. To limit the study, only hospitality services settings related to rooms, restaurants and front office services are measured. Using Discourse Completion Test (DCT) the students are asked to elicit their responses in given situations that is designed of different causes of offences; namely by hotel rules, by hotel design or facilities, by others, and by personal fault.To analyze the obtained data the writer uses modified CCSARP coding scheme that is to identify Head Acts of the apology strategies used as individual and pattern or combination.The population of this research is tourism higher education students in Indonesia, while the sample are taken from four wellknown tourism schools located in Bandung, Bali, Makassar and Medan. The findings would be beneficial for ESP for tourism teachers in planning teaching material and techniques related handling complain topics.

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