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Library's collection Library's IT development CancelThe purpose of this study was to find out the apology strategies used by
the female shop-assistants of optician stores at Tunjungan Plaza and at Pasar Turi.
It was also to find out the differences and the similarities between the female
shop- assistants at Tunjungan Plaza and at Pasar Turi in using the apology
strategies. The writer used a quantitative approach in doing her research. In
gathering the data, the writer used a role-play of a complaint situation which was
recorded and then used a questionnaire to get the respondents data which makes
this research study easier. There were 20 female shop-assistants of optician stores
at Tunjungan Plaza and 20 female shop-assistants of optician stores at Pasar Turi.
Related to the study, the writer used Anna Trosborg?s theory about the apology
strategies and Janet Holmes? theory about the social class. Thus, the results of this
study were showing the types of the apology strategies which are used by the
female shop-assistants of optician stores at Tunjungan Plaza and at Pasar Turi are
denying responsibility, minimizing offense, offer of repair, expressing concern for
the hearer, and checking. The strategy of promise of forbearance, checking, and
expressing concern for the hearer have the highest frequency at Tunjungan Plaza
than at Pasar Turi. While the strategy of minimizing offense, and the strategy of
denying responsibility has the higher frequency at Pasar Turi than at Tunjungan
Plaza. Those strategies showed the differences between the female shop-assistants
at Tunjungan Plaza and at Pasar Turi which might be because of the place and the
education background of the female shop-assistants. Then, the strategy of offer of
repair has almost the same frequency both at Tunjungan Plaza and at Pasar Turi
which showed the similarity, which might be because it was a common response
to a complaint situation.