对旅行者来说,什么是礼貌?西班牙游客对国内和国际酒店的看法

IF 1.4 2区 文学 0 LANGUAGE & LINGUISTICS
M. D. L. O. H. López, Lucía Fernández Amaya
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引用次数: 7

摘要

虽然对酒店服务遭遇进行了广泛的研究,但文献中存在两个主要缺陷:1)从礼貌的角度来看,接待员与客人之间的沟通没有得到太多的关注;二是缺乏关于礼貌的研究。(对话者对礼貌的看法)被大量关于礼貌的文献所掩盖。关于客户感知,了解什么是合适的沟通行为-即。是否(非)口头行动有利于客户感知和满意度的变化-是了解服务成功或失败的关键。在这种情况下,我们的研究调查了183名西班牙参与者的意见和看法,他们曾在国内和国际酒店住宿,并评估了接待员在多大程度上礼貌或不礼貌,以及为什么;另一方面,如何在礼貌方面提高与客户的沟通。研究结果表明,尽管参与者普遍倾向于友好和团结,但在这种情况下,参与者认为适当的礼貌策略不一定是那些传统上与半岛西班牙语相关的策略。直接和/或参与)。此外,本研究表明,外行人对礼貌的看法包含了大量的变量,而语言生产只是其中之一。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
What makes (im)politeness for travellers? Spanish tourists’ perceptions at national and international hotels
Although hotel service encounters have been widely studied, the literature presents two main shortcomings: 1) receptionist-guest communication has not received much attention from a politeness perspective; and 2) the scarcity of studies regarding politeness1 (i. e., the interlocutors’ perception of politeness) has been overshadowed by the vast amount of literature concerning politeness2. Regarding customer perception, understanding what appropriate communicative behaviour is - i. e. whether (non)verbal actions are conducive to variation in terms of customer perception and satisfaction - is crucial to understand service success or failure. In this context, our study examines the opinion and perception of 183 Spanish participants who had stayed at national and international hotels and who assessed, on the one hand, to what extent the receptionists were polite or impolite, and why; and on the other, how communication with customers could improve in terms of politeness. The findings indicate that, despite the participants’ general preference for friendliness and solidarity, the politeness strategies that participants valued as adequate in this context are not necessarily those traditionally related to Peninsular Spanish (i. e. directness and/or involvement). Also, this study shows that what lay people consider politeness encompasses a great number of variables in which linguistic production is but one of them.
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来源期刊
CiteScore
2.50
自引率
30.00%
发文量
24
期刊介绍: The Journal of Politeness Research responds to the urgent need to provide an international forum for the discussion of all aspects of politeness as a complex linguistic and non-linguistic phenomenon. Politeness has interested researchers in fields of academic activity as diverse as business studies, foreign language teaching, developmental psychology, social psychology, sociolinguistics, linguistic pragmatics, social anthropology, cultural studies, sociology, communication studies, and gender studies. The journal provides an outlet through which researchers on politeness phenomena from these diverse fields of interest may publish their findings and where it will be possible to keep up to date with the wide range of research published in this expanding field.
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