A Cross-Cultural Study of Complaint Responses in the Hotel Business

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 forei...

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Main Authors: Chen, Zih-Lin, 陳子琳
Other Authors: Chen, Shu-chu
Format: Others
Language:en_US
Published: 2014
Online Access:http://ndltd.ncl.edu.tw/handle/23672096125092800004
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spelling ndltd-TW-102YUNT06150292016-03-11T04:13:33Z http://ndltd.ncl.edu.tw/handle/23672096125092800004 A Cross-Cultural Study of Complaint Responses in the Hotel Business 飯店業抱怨回應之跨文化研究 Chen, Zih-Lin 陳子琳 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 Chen, Shu-chu 陳淑珠 2014 學位論文 ; thesis 77 en_US
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description 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
author2 Chen, Shu-chu
author_facet Chen, Shu-chu
Chen, Zih-Lin
陳子琳
author Chen, Zih-Lin
陳子琳
spellingShingle Chen, Zih-Lin
陳子琳
A Cross-Cultural Study of Complaint Responses in the Hotel Business
author_sort Chen, Zih-Lin
title A Cross-Cultural Study of Complaint Responses in the Hotel Business
title_short A Cross-Cultural Study of Complaint Responses in the Hotel Business
title_full A Cross-Cultural Study of Complaint Responses in the Hotel Business
title_fullStr A Cross-Cultural Study of Complaint Responses in the Hotel Business
title_full_unstemmed A Cross-Cultural Study of Complaint Responses in the Hotel Business
title_sort cross-cultural study of complaint responses in the hotel business
publishDate 2014
url http://ndltd.ncl.edu.tw/handle/23672096125092800004
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