@article{ART001405588},
author={An, Ock Mo},
title={Analyzing Complaint Letters},
journal={Modern English Education},
issn={1598-0782},
year={2009},
volume={10},
number={3},
pages={1-16}
TY - JOUR
AU - An, Ock Mo
TI - Analyzing Complaint Letters
JO - Modern English Education
PY - 2009
VL - 10
IS - 3
PB - The Modern English Education Society
SP - 1
EP - 16
SN - 1598-0782
AB - This study is designed to linguistically analyze the complaint letters sent by
hotel guests with two intended aspects; by studying authentic correspondence
to establish baseline(s) from which students can be expected to improve their
ability of writing the appropriate letters of reply to their guests, and by
applying a model of pragmatic politeness to written texts for tourism students
to use in controling their own writing in the context of intercultural
communication. The purpose of this study is to analyze how complaint is
realized in the sequences of speech acts within one written text and attempts
to explain how politeness strategies determine both the overall "strength" of
the complaint and the sequential order of the individual speech acts. This
study has found out that the analysis of a small corpus of complaint letters
reveals that three speech acts – complaints, grounders (justifications), and
requests – realize the speech acts of complaint, grounder and request that are
also the three main elements in the genre of written complaints. There are
two main levels involved in articulating a complaint. Firstly, there will be a
global speech act which represents the overall purpose and strength of the
complaint. Secondly, there will be a sequence of local speech acts that will
serve to give expression to the global complaint and determine its
elocutionary force.
KW - grounder;speech act;elocutionary force
DO -
UR -
ER -
An, Ock Mo. (2009). Analyzing Complaint Letters. Modern English Education, 10(3), 1-16.
An, Ock Mo. 2009, "Analyzing Complaint Letters", Modern English Education, vol.10, no.3 pp.1-16.
An, Ock Mo "Analyzing Complaint Letters" Modern English Education 10.3 pp.1-16 (2009) : 1.
An, Ock Mo. Analyzing Complaint Letters. 2009; 10(3), 1-16.
An, Ock Mo. "Analyzing Complaint Letters" Modern English Education 10, no.3 (2009) : 1-16.
An, Ock Mo. Analyzing Complaint Letters. Modern English Education, 10(3), 1-16.
An, Ock Mo. Analyzing Complaint Letters. Modern English Education. 2009; 10(3) 1-16.
An, Ock Mo. Analyzing Complaint Letters. 2009; 10(3), 1-16.
An, Ock Mo. "Analyzing Complaint Letters" Modern English Education 10, no.3 (2009) : 1-16.
