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Library's collection Library's IT development CancelThis study observed the complaint strategies occurred in complaint letters which
were published in newspapers. It was analyzed based on Trosborg by using descriptive
qualitative approach. It focused on the strategies of complaint and the most strategies of
complaint. The data were taken from twenty complaint letters which were published in
"Your Letters", a column for the readers to express their thoughts in Jakarta Post,
especially those concerned with the service. In the newspaper, people write their
complaint directly. Based on the theory, there are eight complaint strategies but the
findings show that there are seven complaint strategies which occurred in the complaint
letters, namely, Annoyance, Ill consequences, Indirect, Direct, Modified blame, Explicit
condemnation of the accused?s action and Explicit condemnation of the accused as a
person. The findings also show that complainers did not use one strategy, namely hint
strategy. To conclude, the occurrences of complaint strategies show that most of the
complainers use explicit condemnation of the accused?s action strategy as the strategy of
complaint. The complainer states directly to the complainee by complaining about the
complainee?s behavior.