{"title":"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","authors":"M. D. L. O. H. López, Lucía Fernández Amaya","doi":"10.1515/PR-2016-0060","DOIUrl":null,"url":null,"abstract":"\nAlthough 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.","PeriodicalId":45897,"journal":{"name":"Journal of Politeness Research-Language Behaviour Culture","volume":null,"pages":null},"PeriodicalIF":1.4000,"publicationDate":"2019-07-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1515/PR-2016-0060","citationCount":"7","resultStr":"{\"title\":\"What makes (im)politeness for travellers? Spanish tourists’ perceptions at national and international hotels\",\"authors\":\"M. D. L. O. H. López, Lucía Fernández Amaya\",\"doi\":\"10.1515/PR-2016-0060\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"\\nAlthough 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.\",\"PeriodicalId\":45897,\"journal\":{\"name\":\"Journal of Politeness Research-Language Behaviour Culture\",\"volume\":null,\"pages\":null},\"PeriodicalIF\":1.4000,\"publicationDate\":\"2019-07-26\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"https://sci-hub-pdf.com/10.1515/PR-2016-0060\",\"citationCount\":\"7\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Journal of Politeness Research-Language Behaviour Culture\",\"FirstCategoryId\":\"98\",\"ListUrlMain\":\"https://doi.org/10.1515/PR-2016-0060\",\"RegionNum\":2,\"RegionCategory\":\"文学\",\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"0\",\"JCRName\":\"LANGUAGE & LINGUISTICS\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of Politeness Research-Language Behaviour Culture","FirstCategoryId":"98","ListUrlMain":"https://doi.org/10.1515/PR-2016-0060","RegionNum":2,"RegionCategory":"文学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"0","JCRName":"LANGUAGE & LINGUISTICS","Score":null,"Total":0}
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.
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.