viii N. Sumi Kulsum, 2016
THE INVESTIGATION OF THE GUESTS’ COMPLAINT AND THE EMPLOYEES’ RESPONSE OF A HOTEL IN BANDUNG
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
TABLE OF CONTENTS
PAGE OF APPROVAL ... i
STATEMENT OF AUTHORIZATION ... ii
PREFACE ... iii
ACKNOWLEDGEMENTS ... iv
ABSTRACT ... vi
TABLE OF CONTENTS ... viii
LIST OF TABLES ... xi
CHAPTER I INTRUDOCTION ... 1
1.1Background of the study ... 1
1.2Research questions ... 3
1.3Aims of the study ... 3
1.4Scope of the study ... 4
1.5The significance of the study ... 4
1.6Methodology ... 4
1.7 Clarification of related terms ... 4
1.8Organization of the study ... 5
CHAPTER II THEORETICAL FRAMEWORK ... 6
2.1 Complaint as a speech act ... 6
2.1.1 Definition of complaint as a speech acts ... 6
2.1.2 Complaint categories in business setting ... 6
2.2 The way the guests complain ... 11
2.3 The categorizations of complaint response ... 13
2.4 The strategies of the complaint responses ... 14
2.4.1 Positive politeness strategies ... 15
2.4.2 Negative politeness strategies ... 16
ix N. Sumi Kulsum, 2016
THE INVESTIGATION OF THE GUESTS’ COMPLAINT AND THE EMPLOYEES’ RESPONSE OF A HOTEL IN BANDUNG
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
2.6 Concluding remarks ... 17
CHAPTER III RESEARCH METHODS ... 19
3.1 Research design ... 19
3.2 Data collection ... 20
3.2.1 Data source ... 20
3.2.2 Data collection procedure ... 21
3.3 Data analysis ... 21
3.3.1 Identifying complaint and complaint response ... 22
3.3.2 Classifying complaint, complaint response and complaint response strategies ... 22
3.4 Concluding remarks ... 24
CHAPTER IV FINDINGS AND DISCUSSIONS ... 25
4.1 Complaints commonly made by the hotel guests ... 25
4.1.1 Complaints due to the bad product quality given by the hotel ... 26
4.1.2 Complaint due to the speed of the service given by the hotel ... 28
4.1.3 Complaint due to the unacceptable act of the hotel employees. ... 32
4.2 Complaints to the hotel employees ... 34
4.2.1 Indirect complaint ... 35
4.2.2 Direct complaints ... 37
4.3 Responses to the hotel guest complaints ... 41
4.3.1 The favorable responses to the hotel guest complaints ... 42
4.3.2 The unfavorable responses to the hotel guest complaints ... 44
4.3.3 The concessive responses to the hotel guests’ complaint ... 47
4.4 Strategies in complaint responses ... 49
4.4.1 The strategies in the favorable responses ... 50
x N. Sumi Kulsum, 2016
THE INVESTIGATION OF THE GUESTS’ COMPLAINT AND THE EMPLOYEES’ RESPONSE OF A HOTEL IN BANDUNG
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
4.4.3 The strategies in the concessive responses ... 57
4.5 Concluding remarks ... 58
CHAPTER V CONCLUSIONS AND SUGGESTIONS ... 60
5.1 Conclusions ... 60
5.2 Suggestions ... 60
REFERENCES ... 62
APPENDICES ... 65
Appendix A Complaint conversations ... 65
Appendix B Categorizations of complaints ... 71
Appendix C Ways of complaints ... 72
Appendix D Complaint responses ... 73
