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Library's collection Library's IT development CancelThis thesis is a study which uses sociolinguistics
approach to analyze the apology strategies used by travel
agents in responding to a complaint. This study is trying to
figure out the differences between the male travel agents
toward the client and the female travel agents toward the
client in the use of apology strategies. Furthermore, it
will also describe the possible reasons of the differences
made by the male travel agents and the female travel agents.
Hence, the data are taken from the utterances produced by
the male travel agents and the female travel agents when
they converse with the client. To interpret the findings,
the data are analyzed by classifying the responses into the
categories formulated by Trosborg's Apology Strategies and
analyzed with the theories on Gender in Language. From the
interpretation and conclusion of the analysis, it can be
seen that almost all strategies formulated by Trosborg
appear in the response of the male travel agents and the
female travel agents. Moreover, the difference in the use of
apology strategies appear in the conversations and it can be
assumed that the female travel agents are likely to be more
co-operative in explaining and the male travel agents look
more concern to the client. Thus, the existence of apology
strategies can be considered as an important matter to
serve as a bridge to bring a social harmony in society. All
in all, it seems that the posibble factors which have big
roles in underlying the differences in this responding to a
complaint situation is not only sex factor but also culture
and experience.