prikaz prve stranice dokumenta Politeness strategies in customer-company communication on social media in Turkish and in English
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master's thesis
Politeness strategies in customer-company communication on social media in Turkish and in English
Zagreb: University of Zagreb, Faculty of Humanities and Social Sciences, 2022. urn:nbn:hr:131:150374
Vinceković, Ivana
University of Zagreb
Faculty of Humanities and Social Sciences
Department of English language and literature
University of Zagreb
Faculty of Humanities and Social Sciences
Department of Hungarology, Turkology and Judaism

Institutional repository: ODRAZ

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Vinceković, I. (2022). Politeness strategies in customer-company communication on social media in Turkish and in English (Master's thesis). Zagreb: University of Zagreb, Faculty of Humanities and Social Sciences; Zagreb: University of Zagreb, Faculty of Humanities and Social Sciences. Retrieved from https://urn.nsk.hr/urn:nbn:hr:131:150374

Vinceković, Ivana. "Politeness strategies in customer-company communication on social media in Turkish and in English." Master's thesis, University of Zagreb, Faculty of Humanities and Social Sciences; University of Zagreb, Faculty of Humanities and Social Sciences, 2022. https://urn.nsk.hr/urn:nbn:hr:131:150374

Vinceković, Ivana. "Politeness strategies in customer-company communication on social media in Turkish and in English." Master's thesis, University of Zagreb, Faculty of Humanities and Social Sciences; University of Zagreb, Faculty of Humanities and Social Sciences, 2022. https://urn.nsk.hr/urn:nbn:hr:131:150374

Vinceković, I. (2022). 'Politeness strategies in customer-company communication on social media in Turkish and in English', Master's thesis, University of Zagreb, Faculty of Humanities and Social Sciences; University of Zagreb, Faculty of Humanities and Social Sciences, accessed 21 December 2024, https://urn.nsk.hr/urn:nbn:hr:131:150374

Vinceković I. Politeness strategies in customer-company communication on social media in Turkish and in English [Master's thesis]. Zagreb: University of Zagreb, Faculty of Humanities and Social Sciences; Zagreb: University of Zagreb, Faculty of Humanities and Social Sciences; 2022 [cited 2024 December 21] Available at: https://urn.nsk.hr/urn:nbn:hr:131:150374

I. Vinceković, "Politeness strategies in customer-company communication on social media in Turkish and in English", Master's thesis, University of Zagreb, Faculty of Humanities and Social Sciences, Zagreb; University of Zagreb, Faculty of Humanities and Social Sciences, Zagreb, 2022. Available at: https://urn.nsk.hr/urn:nbn:hr:131:150374

Metadata
TitlePoliteness strategies in customer-company communication on social media in Turkish and in English
AuthorIvana Vinceković
MentorMarina Grubišić (mentor)
MentorBarbara Kerovec (mentor)
Committee memberAnđel Starčević (predsjednik povjerenstva)
GranterUniversity of Zagreb
Faculty of Humanities and Social Sciences
(Department of English language and literature)
Zagreb
GranterUniversity of Zagreb
Faculty of Humanities and Social Sciences
(Department of Hungarology, Turkology and Judaism)
Zagreb
Defense date and country2022-07-14, Croatia
Scientific / art field,
discipline and subdiscipline		HUMANISTIC SCIENCES
Philology
Anglistics
Scientific / art field,
discipline and subdiscipline		HUMANISTIC SCIENCES
Philology
Turkish Studies
Abstract
This paper deals with politeness strategies in both Turkish and English language in responses to complaints and compliments on two major airline companies' social media. The analysis is based on Brown and Levinson's view on politeness and their positive and negative politeness strategies. As their work does not cover all the possible strategies and is tailored for a specific context, I will expand my analysis by using ideas introduced by postmodern researchers, namely Spencer-Oatey, Decock and Depraetere. The methodology consisted of gathering all the possible replies to compliments and complaints made by the customer-service agents of the said companies and analysing them in accordance with the strategies described by Brown and Levinson. After that I focused on the classification of compliments introduced by Decock and Depraetere, and Spencer-Oatey, respectively. To finish off the analysis, I analysed the direct and indirect speech acts in the replies to complaints and saw that United Airlines has a more informal and friendly approach, while Turkish Airlines nurtures a more distant relationship with their customers. The analysis leads us to conclude that Brown and Levinson's theory makes for a good base for research but needs to be supported by other theories and views on politeness.
Keywords
Languageenglish
URN:NBNurn:nbn:hr:131:150374
Study programmeTitle: English Language and Literature (double major); specializations in: Linguistics, Literature and Culture, Translation, TEFL
Course: Linguistics
Study programme type: university
Study level: graduate
Academic / professional title: magistar/magistra engleskog jezika i književnosti (magistar/magistra engleskog jezika i književnosti)
Study programmeTitle: Turkish Language and Literature (double major)
Study programme type: university
Study level: graduate
Academic / professional title: magistar/magistra turkologije (magistar/magistra turkologije)
Type of resourceText
File originBorn digital
Access conditionsOpen access
Terms of useLicence In copyright icon
Created on2022-07-20 18:19:03