Conversational Implicature in Handling Complaints for Receptionists at Si Phum Heritage Boutique Bed & Breakfast Inn

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Dechathorn Pojchanaphong
Sorasak Jaisaen

Abstract

This research aims to analyze the language used by receptionists on how they verbally respond to guests’ complaints at Si Phum Heritage Boutique Bed & Breakfast and to explain the reasons for violating the communication principle. The researchers use Grice’s Conversational Implicature to analyze the responses to the complaints from five receptionists working at the property. A descriptive method was used in this research. The data were collected using a simulation technique; five common guest complaints were spoken to the five receptionists. Then, their responses were recorded, rewritten, transcribed, and analyzed on the basis of Grice’s Conversational Implicature.


 It was found that the receptionists gave different answers and they violated the different maxims of communication as suggested by Grice. Some of them flouted all of the maxims while others did not at all, or flouted only some of the maxims. This is because their responses were associated with Thai culture that is different from that of the west or other cultures. The receptionists flouted the maxim of quantity the most at 76 percent, then the maxim of quality and the maxim of manner equally at 44 percent. The lowermost is the maxim of relevance at 24 percent. Even though the receptionists flouted the conversational maxims, the receptionists had effort and some knowledge in their responses so as to meet guests’ satisfaction.


 

Article Details

How to Cite
Pojchanaphong, D., & Jaisaen, S. (2018). Conversational Implicature in Handling Complaints for Receptionists at Si Phum Heritage Boutique Bed & Breakfast Inn. RMUTL Journal of Business Administration and Liberal Arts, 6(2), 11–20. Retrieved from https://so05.tci-thaijo.org/index.php/balajhss/article/view/164110
Section
Research article

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