A STUDY ON PRAGMATIC FEATURES IN ENGLISH RESPONSES TO NEGATIVE FEEDBACK OF CUSTOMERS IN HOSPTALITY

Abstract

This study aims at analyzing pragmatic features in English responses by hospitality businesses to negative feedback of customers. The investigation follows two theories which are Brown & Levison’s (1987) politeness theory and Leech’s (1983) politeness principle. The data of the study was retrieved from Tripadvisor, including 150 responses from the top 50 hotels in the USA and was carried out through both qualitative and quantitative analysis. Firstly, six types of Leech’s (1983) maxims were examined; these consist of tact maxim, generosity maxim, approbation maxim, modesty maxim, agreement maxim and sympathy maxim. After which, four kinds of politeness strategies of Brown & Levinson (1987) including bald on strategy, positive politeness, negative politeness and off record strategy were surveyed. The findings of the study will be beneficial for teachers and students who want to gain a more genuine insight into pragmatic features in English responses by hospitality businesses to negative feedback of customers, as well as for those looking for an effective and professional way to write an English response to negative feedback of customers, especially in the hospitality industry.