| Summary: | 碩士 === 國立雲林科技大學 === 應用外語系 === 102 === ABSTRACT
This study focused on the cross-cultural similarities and differences of the complaint response strategies and the effect of gender performed by 20 native Chinese-speaking hotel employees, 20 native English-speaking hotel employees and 37 English foreign language learners. The instrument was a written questionnaire in the form of discourse completion test (DCT) to elicit the participants’ responses from the 10 situations in hotels. In terms of cross-cultural similarities, the most frequently used top three strategies were: Apologizing, Offer of repair/compensation, and Promise of immediate attention/correction. For cross-cultural differences, the NE group had the widest range of strategy use compared with those of the NC and EFL groups. Furthermore, even though no statistically group differences were observed in overall strategy use, and in Category A (i.e. Ritual Acts) and in Category C (i.e. Remedial Acts), significant difference was found in Category B (i.e. Attending to Complaint), in which EFL learners had the lowest means in complaint responses. It may lead to communication breakdown or failure.
The second research question was used to explore the effect of gender on three groups’ complaint responses strategies respectively. No significant gender differences respectively. All of three groups, both female and male employees tended to use more complaint response strategies when the hotel guests were males. Several pedagogical implications for the research were provided.
Keywords： Complaint response strategies; Speech act; Gender
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