EPC690PROFESSIONAL PRESENTATION

POLITENESS STRATEGIES USED IN REVIEWS OF HOTELS IN TRIPADVISOR MALAYSIA

NOR SYAHIRAH BINTI NORIZAN2011828104

OUTLINE• Introduction- Significance- Problem Statement- Politeness Strategies- Tourism

• Research Methodology- Research Design- Data Collection

• Findings

• Conclusion- Implication- Suggestion

INTRODUCTION

Why?

Problem Statement

Politeness Strategies- Brown and Levinson (1987)- Yule (1996)

Tourism- Dayang Nailul Munna and Rozario (2009) Background

of Study

INTRODUCTION• Objectives of the Study

i. To determine the relationship between ranking of hotels by stars and by TripAdvisor.

ii. To determine the type of services provided by hotels of different ranking.

iii. To determine the hotels that received highest number of positive or negative feedback from hotel guests.

iv. To determine the positive politeness strategies used by hotel guests in their reviews.

v. To determine the negative politeness strategies used by hotel guests in their reviews.

RESEARCH METHODOLOGY

• Research Design- Content Analysis- Positive and Negative Politeness Strategies

• Data Collection- Samples: 8 hotels in Kuala Lumpur (TripAdvisor)- Date: 1 – 31 December 2013

RESULTS

Objective 1

No direct relationsh

ip

Objective 2

32 facilities

and services

Objective 3

Shang – Ri La Hotel

115 feedback

Objective 4

Nine

3 most common

Objective 5

2 most common

CONCLUSION

Implication- Importance of

politeness

Suggestion- Feedback from

hotel management

THANK YOU!