A Pragmatic Cross-Cultural Study of Complaints Expressions in Jordan and England

doi:10.7575/aiac.ijalel.v.5n.5p.197

Cited by 2 publications

(2 citation statements)

References 4 publications

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“…A previous study by Meier (2010) found that identifying cross-cultural differences in linguistic expressions and pragmatic norms of the communicative act would help reduce cross-cultural communication problems. Al-Khawaldeh (2016) showed interest in investigating the cultural style and politeness strategies used by Jordanian native speakers of Arabic and native speakers of English to express complaints. He compared the linguistic…”

Section: Previous Cross-cultural Studiesmentioning

confidence: 99%

A Cross-Cultural Pragmatic Study of Online Complaints by Japanese and Malaysian Hotel Guests in English

Madon

Sekhon

2023

JCLC

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This study examined the rhetorical moves of complaints and the complaint strategies used by Japanese and Malaysian hotel guests between two cultural groups. Swales's (1981) move analysis was applied to identify and analyse the moves, while Trosborg's (1995) taxonomy of strategies was employed to analyse the speech act of complaints. The study's objectives are to investigate the communicative moves used by Japanese and Malaysian when expressing their regret through TripAdvisor and to analyse the complaint strategies used by Japanese and Malaysians when performing complaints online. The descriptive qualitative research method was employed, and data comprised 40 negative reviews towards hotels in Langkawi. The study used online reviews from TripAdvisor's website, to examine the negative feedback from Japanese and Malaysian guests in the English language were posted. The findings showed that the complaints' communicative moves had six moves: Opening, Dissatisfaction, Explanation, Recommendation, Closing, and Compliment, which were adapted from Morrow and Yamanouchi (2020). Moreover, findings of the move frequencies revealed that both the Japanese and Malaysian hotel guests would elaborate their frustration in detail as the 'Explanation' move. However, Malaysian travellers indicated more reasons and sequences of frustration than Japanese travellers. Furthermore, the sequence of the moves is not in a proper structure of conveying a complaint on TripAdvisor, whereby the 'Compliment' move was found either in the beginning, in the middle or in the ending parts of the text. Taxonomy of the complaint strategies by Trosborg (1995) was verified as follows: 1) 27.5% of No Explicit Reproach, 2) 35% of Disapproval Expression, 3) 22.5% of Accusation, and 4) 15% of Blame. In summary, the findings revealed that the two groups have comparable approach selections but differ in terms of complaint moves, complaint strategies, and language phrases for expressing frustration. Thus, knowing cross-cultural similarities and differences in speech acts can help avoid possible intercultural miscommunication, and managing negative customer reviews is pertinent for the hotel industry to improve intercultural communication.

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Section: Previous Cross-cultural Studiesmentioning

confidence: 99%

A Cross-Cultural Pragmatic Study of Online Complaints by Japanese and Malaysian Hotel Guests in English

Madon

Sekhon

2023

JCLC

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“…Drawing on the above literature, to date, it seems that several research papers have addressed complaining strategies. Most of them tackled complaints in ordinary conversations, cross-cultural, and intra-language speech act realizations of complaining (see Al-Khawaldeh, 2016;Al-Shorman, 2016). However, these studies have not discussed complaints in the context of social media.…”

Section: Complaining In the Jordanian Contextmentioning

confidence: 99%

Analysis of complaining strategies on services offered to Facebook users on Zain Jordan

Hassouneh¹,

Zibin²

2021

Dil Ve Dilbilimi Çalışmaları Dergisi

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This study aims to investigate the complaining strategies used by Facebook users on Zain Facebook page (Zain Jordan). It also aims to identify the most and least frequent strategies used by Facebook users and to examine the similarities and differences between complaining strategies found on Zain Jordan and those found in other studies in terms of types of strategies used and the linguistic features of the language. To this end, the researchers built a specialized corpus. The corpus was manually annotated to include pragmatic information on the types of complaining strategies used on Zain Jordan. The data were analyzed based on Olshtain and Weinbach (1993). In addition, 6 new strategies were identified by the researchers in a pilot study and were added to the adopted taxonomy. The results show that there are 10 complaining strategies used by Facebook users on Zain Jordan. The results also demonstrate that the majority of complaining strategies used on Zain Jordan were direct, which was attributed to the lack of face-to-face interaction and the anonymity provided by Facebook. Moreover, complaining strategies on Facebook have their own linguistic features. The study concludes with recommendations for further research.

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A Pragmatic Cross-Cultural Study of Complaints Expressions in Jordan and England

Cited by 2 publications

References 4 publications

A Cross-Cultural Pragmatic Study of Online Complaints by Japanese and Malaysian Hotel Guests in English

A Cross-Cultural Pragmatic Study of Online Complaints by Japanese and Malaysian Hotel Guests in English

Analysis of complaining strategies on services offered to Facebook users on Zain Jordan

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