Nadia Narulita Belfas (2014) A Study of Apology Strategies Used by Customer Service Officers in Telkomsel Surabaya. Skripsi thesis, UNIVERSITAS AIRLANGGA.
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Abstract
Apology is necessary in the public service. Commonly, in the public service, there are customer service officers that have a duty to solve a customer’s complaint. Therefore, apology strategies are needed in the public services to face a customer’s complaint. This study attempts to analyze the most common type of apology strategies that used by customer service officers of Telkomsel. The objective of this study is to reveal what type of apology strategies that mostly occurs in conversation. This study can contribute further knowledge about apology strategies in public services. This study applies qualitative research method approach. In analyzing the data, the writer uses apology strategies theory that proposed by Trosborg (1995). From the analysis, it was found that the customer service officers in Telkomsel mostly use explanation or account with occurrences 50% in responding customer’s complaints. The customer service officers frequently use explanation or account because explanation or account could satisfy the customers and to soften the customer’s feelings.
| Item Type: | Thesis (Skripsi) | ||||||
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| Uncontrolled Keywords: | Apology Strategies, Customer Service Officers, Politeness Strategies | ||||||
| Subjects: | P Language and Literature P Language and Literature > PR English literature > PR83 English literature |
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| Divisions: | 12. Fakultas Ilmu Budaya > Sastra Inggris | ||||||
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| Depositing User: | Mrs Nadia Tsaurah | ||||||
| Date Deposited: | 12 Aug 2022 08:57 | ||||||
| Last Modified: | 12 Aug 2022 08:57 | ||||||
| URI: | http://repository.unair.ac.id/id/eprint/117475 | ||||||
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