An investigation on customer interactional principles and face-threatening speech act performance in service encounters : the case of Turkish and English

Download

index.pdf

Date

2003

Author

Işık, Hale

Metadata

Show full item record

Item Usage Stats

269
views

0
downloads

This thesis investigates self-guiding sociopragmatic interactional principles (SIP) in communication and choice of linguistic strategies of politeness during service encounters in Turkish and English. To this end, two questionnaires were administered to 67 monolingual native speakers of English (ENS) by online administration and 85 monolingual native speakers of Turkish (TNS) by pen and paper administration who were all university students. Data were collected (1) by a SIP questionnaire to determine what principles are important in deciding what to say, and (2) by a linguistic strategies of politeness questionnaire (LSQ) to determine the strategies subjects would employ in conflict-generating service encounters. Three sociopragmatic interactional superprinciples were identified through factor analysis, namely (a) Tact (cost-benefit), (b) Relational Communicative Style, and (c) Task achievement. It has been found that face is of central value in communication and the key to the design of politeness and that its maintenance appears to be a prerequisite to adjusting communicative style and goal-orientation. Results indicate that the major differences between TNS and ENS were related to the principles of 'sounding restrained', 'sounding humorous', and 'sounding warm and friendly'. The principles of 'hinting' and 'clarity' were not found as opposites for the TNS whereas they were in negative correlation for the ENS. Moreover, findings for the LSQ demonstrate that realization of self-goal was more important for TNS than ENS as reflected in conflict-maximizing linguistic strategy choice. The study underscores the need for a novel approach to politeness that incorporates SIPs choice of linguistic strategy.

Subject Keywords

Sociolinguistics, Social interaction, Politeness theories, Sociopragmatic Interactional Principles (SIP), Linguistic Politeness Strategies, Service encounters

URI

http://etd.lib.metu.edu.tr/upload/121819/index.pdf
https://hdl.handle.net/11511/13342

Collections

Graduate School of Social Sciences, Thesis

Suggestions

OpenMETU
Core

An Assessment of Explicit Inter- and Intra-sentential Discourse Connectives in Turkish Discourse Bank Zeyrek Bozşahin, Deniz (null; 2018-05-07) The paper offers a quantitative and qualitative analysis of explicit inter- and intra-sentential discourse connectives in Turkish Discourse Bank, or TDB version 1.1, a multi-genre resource of written Turkish manually annotated at the discourse level following the goals and principles of Penn Discourse TreeBank. TDB 1.1 is a 40K-word corpus involving all major discourse relation types (explicit discourse relations at intra- and inter-sentential positions, implicit discourse relations, alternative lexicalizat...
A study on developing tertiary level efl learners’ intercultural sensitivity Taşkın, Ayşe; Gürbüz, Nurdan; Department of English Language Teaching (2021-4-04) In this era, cultural exchanges are an unavoidable part of communication and thus, intercultural sensitivity (IS) is a prerequisite to enhance communication among people from different cultures.Considering that IS is a requirement for the acquisition ofnecessary skills and competencies for successful intercultural communication, the current case study aims toinvestigate the place of ISin an English Language Program (ELP) of a state university revealing the views of the adm...
Bidirectional pragmatic transfer : an investigation of refusal strategies of Turkish users of English Demir, Serpil; Bear, Joshua M.; Department of Foreign Language Education (2003) This study investigated the existence of bi-directional transfer in pragmatic abilities of Turkish users of English in their refusal strategies in terms of the frequency of direct and indirect refusal strategies, types and frequencies of the indirect strategies, and the role of the interlocutor's status in strategy choice. To this end, 30 Turkish users of English were given a discourse completion questionnaire in English and 30 Turkish users of English were given the Turkish translation iiiof the same quest...
An Eye Tracking Analysis of Conversational Violations in Dyadic and Collaborative Interaction Cagiltay, Bengisu; Acartürk, Cengiz (2022-01-01) Linguistic principles are crucial in maintaining reliable and transparent communication for dyadic interactions. However, violating these principles might result in unwieldy and problematic communications. We use gaze as a medium to explore how visual attention and task performance changes when conversational violations occur. We conducted an eye-tracking study (N = 17) measuring changes in visual patterns in response to social communication errors, specifically Grice's Maxims violations. Our study investig...
An investigation of interactions with conversational violations: Insights from visual perception and Gricean Maxim violations Çağıltay, Bengisu; Acartürk, Cengiz; Department of Cognitive Sciences (2020-11) Linguistic principles at various levels are crucial in maintaining a reliable and transparent communication for dyadic interactions. However, violating these principles might result in unwieldy and problematic communications. Gaze can be a medium of reflecting the cognitive responses when conversational violations occur. An eye-tracking study was conducted to investigate visual patterns in communication in response to social communication errors, specifically Grice’s Maxims violations. This study investigat...

Citation Formats

H. Işık, “An investigation on customer interactional principles and face-threatening speech act performance in service encounters : the case of Turkish and English,” M.A. - Master of Arts, Middle East Technical University, 2003.