Apology strategies used by tourism student in handling complaint (a gender based study)  

Oleh:

Krisnawati, Ni Luh Putu

Jenis: Article from Proceeding
Dalam koleksi: KOLITA 15 : Konferensi Linguistik Tahunan Atma Jaya Kelima Belas, page 641-644.
Topik: apology strategies; handling complain; tourism student; gander based study
Fulltext: 641 Ni Luh Putu Krisnawati - OK.pdf (265.61KB)

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Perpustakaan PKBB Nomor Panggil: 406 KLA 15 Non-tandon: 1 (dapat dipinjam: 1) Tandon: 1

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This study is a descriptive-qualitative research which discuss about apology strategies used by tourism student of Udayana University. The aim of this study are to describe the apology strategies used by either male or female student that requires face to face interaction with the guest such as in the front office division and food and beverage division, to describe the pattern of apology strategy employed by female and male student and also to know what are the factor that causes female and male student to use different apology strategy. The theory applied in this study is the theory proposed by Blum-Kulka (1989). Blum-Kulka divide the apology strategies into five, namely: (1) Illocutionary force indicating device (IFID), (2) taking on responsibility, (3) explanation or account, (4) offer of repair, and (5) promise of forbearance. The populations are the students of the 6th semester from class A and B which consist of 50 students, however only 5 female students and 5 male students from both class are used as the sample in order to avoid repetition is analyzing the data. A set of questionnaire with case situation (role play) is given to the students and they answered it based on the way to handle complain. There will be two types of questioner given to the student, they are about working as an FO girl or boy or a waitress at the restaurant. The findings show that out of 5 female students, 3 students used all the apology strategies in the right sequence and 2 students performed it by any one of the strategy or any combination of the sequence. Whereas for the male student, 1 student use all the apology strategies in the right sequence and 4 students performed it by any one of the strategy or any combination of the sequence. There are also different factors that make male and female perform different apology strategies such as the female are always right, female perform better in situational thinking while male is very good at problem solving and like to make promise to gain trust again. Therefore, it could be concluded that there are differences in performing the apology strategies between male and female student of Tourism Faculty at Udayana University but all of them are still accepted as their good will to apologize to the guest.

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