What makes (im)politeness for travellers? Spanish tourists’ perceptions at national and international hotels
Bibliographic Data
| ID | 12859942 |
|---|---|
| Authors | María De La O Hernández López (0000-0001-5470-1070, Universidad Pablo de Olavide, corresponding author), Lucía Fernández-Amaya (0000-0002-5545-7548, Universidad Pablo de Olavide) |
| Year | 2019 |
| Volume | 15 |
| Issue | 2 |
| Pages | 195-222 |
| Publication date | 2019-05-25 |
| Open Access | No |
| Type | ARTICLE |
| Venue | Journal of Politeness Research (JOURNAL) |
| Journal identifiers | ISSN: 1612-5681 • E-ISSN: 1613-4877 |
| Publisher | De Gruyter Mouton (PUBLISHER • DE) |
| DOI | 10.1515/pr-2016-0060 |
| OpenAlex | W2947836410 |
| Language | EN |
| Citations received | 4 |
| References cited | 89 |
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
Advertising · Business · Context (archaeology · Euphemism · Geography · Linguistics · Perception · Politeness · Politeness Theory · Political science · Service (business · Discourse Analysis in Language Studies · Language, Discourse, Communication Strategies · Linguistic Variation and Morphology · Psychology · Social Psychology · Marketing
Chapter 10. “Stop hassling me!” Impoliteness, power and gender identity in the professional workplace
Understanding Politeness
Gender and Politeness
Effect of the Number of Response Categories on the Reliability and Validity of Rating Scales
A Genre Approach to the Study of Im-politeness
The Service Encounter
A Conceptual Model of Service Quality and Its Implications for Future Research
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
Politeness in Language
Impoliteness in Language
Communication of respect in interethnic service encounters
The bases of (im)politeness evaluations
The Bases of (Im)politeness Evaluations
La cortesía verbal en inglés y en español. Actos de habla y pragmática intercultural . Francisco Javier Díaz Pérez
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Pragmatic Variation in Corner Store Interactions in Quito and Madrid
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Politeness Theory and Relational Work
Politeness
Turn-initial versus turn-final laughter
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Spanish request strategies
L2 pragmatic development in study abroad
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A Multistage Model of Customers' Assessments of Service Quality and Value
| Citations per year | 0.8 |
|---|---|
| Citation span | 2021 - 2023 (3) |
| Highly cited | No |