Speech Act of Complaints From Online Hotel Review

DOI

10.2991/atf-16.2016.92How to use a DOI?

Keywords

speech act; complaints, hotel guest review, online review.

Abstract

The aim of this research is to identify speech act of complaint in online hotel review. It can be used to explain the complaints intention from guest to hotel. Hoteliers can also provide better services if they know what to do in dealing with negative guest comments. This research employed descriptive approach by collecting data from websites that provide online hotel review platforms. Previous guest's complaints, is observed and cited to get written hotel guest complaints data. Classification that were used to determine speech act of complaint are from Murphy and Neu (1996), Tabatabaei (2015), and Olshtain and Weinbach (1987). There are several findings that can be taken from this research. The results showed. Complaint strategy as a part of speech act of complaint has the highest percentage for appearance frequency in online hotel review. Threat strategy also becomes alternative strategy for speech act of complaint from hotel guest in online hotel review. There is no apology strategy for speech act of complaint in online hotel review. There is no attempt to save face of face-threatening act from speaker (hotel guest/ reviewer) to hearer (hotel management) in online hotel review.

Copyright

© 2016, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Faisal Puksi
PY  - 2016/05
DA  - 2016/05
TI  - Speech Act of Complaints From Online Hotel Review
BT  - Proceedings of the Asia Tourism Forum 2016 - the 12th Biennial Conference of Hospitality and Tourism Industry in Asia
PB  - Atlantis Press
SP  - 600
EP  - 604
SN  - 2352-5428
UR  - https://doi.org/10.2991/atf-16.2016.92
DO  - 10.2991/atf-16.2016.92
ID  - Puksi2016/05
ER  -